Last updated: 18 July 2026
This Refunds and Cancellations Policy explains how appointment cancellations, deposits, refunds, treatment packages, products and gift vouchers are handled by BeautiClinic.
1. About Us
BeautiClinic
5–7 Melcombe Street
London
NW1 6AE
Email: support@beauticlinic.co.uk
References in this policy to “BeautiClinic”, “we”, “us” or “our” mean BeautiClinic.
2. Appointment Cancellations
We understand that circumstances can change. If you need to cancel or rearrange an appointment, please contact us as soon as reasonably possible.
We require at least 48 hours’ notice to cancel or reschedule an appointment without a cancellation charge.
You can contact us by:
- Emailing support@beauticlinic.co.uk
- Using the contact details provided in your booking confirmation
- Contacting the clinic directly during opening hours
Your cancellation will only be treated as received once it has been acknowledged by us.
3. Late Cancellations
Where less than 48 hours’ notice is provided, we may retain some or all of the deposit paid or charge a reasonable cancellation fee.
The amount charged will depend on factors including:
- The amount of notice provided
- The length and type of appointment
- Whether a practitioner, treatment room or specialist equipment was reserved
- Whether we were able to offer the appointment to another customer
- Any reasonable costs or losses caused by the cancellation
We will not charge an amount that is disproportionate to the reasonable loss caused by the cancellation.
4. Missed Appointments
An appointment will be treated as missed if you:
- Do not attend your appointment
- Arrive too late for the treatment to be carried out safely or properly
- Do not contact us before the appointment starts
- Are unable to receive the treatment because required preparation or aftercare instructions were not followed
For a missed appointment, we may retain the deposit or payment made for the booking. We may also require full or advance payment before accepting another appointment.
5. Arriving Late
Please arrive at the time stated in your booking confirmation.
If you arrive late, we will try to provide as much of the treatment as reasonably possible without affecting later appointments. Your treatment may need to be shortened, changed or cancelled.
The full appointment price may remain payable where the booked time and practitioner were reserved for you.
Where lateness means that treatment cannot be carried out safely, we may treat the booking as a late cancellation.
6. Deposits and Advance Payments
We may require a deposit or full payment when an appointment is booked.
Unless otherwise stated at the time of booking, a deposit will be deducted from the final cost of your treatment.
Deposits are used to reserve appointment time, staff and facilities. A deposit is not automatically non-refundable in every circumstance. Whether a deposit is refunded will depend on this policy, the amount of notice provided and any reasonable loss we have incurred.
Where an appointment is cancelled within the permitted cancellation period, the deposit may be:
- Refunded to the original payment method
- Transferred to a rearranged appointment
- Held as account credit, where agreed with you
7. Rescheduling Appointments
Appointments may normally be rearranged without charge when at least 48 hours’ notice is provided.
Where an appointment is repeatedly rearranged, we may require a new deposit or full payment before confirming another booking.
Any deposit transferred to a new appointment will remain subject to this policy.
8. Cancellations by BeautiClinic
We may occasionally need to cancel, delay or rearrange an appointment because of staff illness, equipment problems, safety concerns or circumstances outside our reasonable control.
Where we cancel an appointment, you may choose to:
- Rearrange the appointment
- Transfer the amount paid to another suitable treatment
- Receive a refund of the amount paid for the cancelled appointment
We will not normally be responsible for indirect costs such as travel, accommodation, childcare, loss of earnings or time taken away from work, except where liability cannot legally be excluded.
9. Refunds for Completed Treatments
Because beauty, skincare, massage and aesthetic treatments are personal services, completed treatments are not automatically refundable simply because a customer changes their mind or does not achieve their preferred subjective result.
Treatment results can vary between individuals. No particular result is guaranteed unless we have expressly agreed otherwise in writing.
However, this does not affect your legal rights. Services must be provided with reasonable care and skill. If you believe a treatment was not provided correctly, please contact us promptly so that we can investigate.
Depending on the circumstances, an appropriate resolution may include:
- An assessment or review appointment
- Corrective or repeat treatment where safe and appropriate
- A partial refund or price reduction
- A full refund where legally required
We may need to inspect the treated area, review photographs, treatment records or consultation information before deciding on an appropriate resolution.
10. Reactions, Side Effects and Treatment Outcomes
Some treatments may involve expected temporary effects such as redness, tenderness, swelling, sensitivity, bruising or skin peeling.
Expected effects that were explained before treatment will not automatically entitle you to a refund.
Please contact us promptly if you experience an unexpected reaction or have concerns following treatment. Where urgent medical attention may be required, contact an appropriate healthcare professional or emergency service.
Refunds may not be available where an issue results from:
- Inaccurate or incomplete medical information provided by the customer
- Failure to disclose allergies, medication, pregnancy or relevant health conditions
- Failure to follow preparation or aftercare instructions
- Use of unsuitable products following treatment
- Treatment, interference or corrective work performed by another provider
- Expected effects or limitations explained before treatment
Nothing in this section excludes our responsibility where treatment was not provided with reasonable care and skill.
11. Treatment Courses and Packages
Treatment courses and packages may be offered at a reduced price on the basis that several appointments are purchased together.
Unless otherwise stated:
- Courses and packages are personal to the named customer
- They cannot be transferred or resold without our written agreement
- Appointments remain subject to the cancellation terms in this policy
- Courses must be used within any expiry period stated when purchased
- Used sessions will be charged at their normal individual price when calculating a refund
Where a refund is agreed for the unused part of a package, we may deduct:
- The standard price of treatments already received
- Any discount that depended on completion of the package
- Any reasonable administrative or third-party costs that cannot be recovered
Any deductions will be reasonable and clearly explained.
12. Memberships and Subscriptions
Where we offer a recurring membership or subscription, the applicable price, minimum term, renewal arrangements and cancellation process will be explained before you subscribe.
Cancelling a membership will prevent future payments after any applicable notice period. It will not normally create a refund for treatments, benefits or membership periods already used.
Your statutory cancellation rights remain unaffected.
13. Online and Telephone Bookings
Where an eligible service is booked entirely online, by telephone or by email, you may have a legal right to cancel the contract within 14 days of entering into it.
If you ask us to provide the treatment during that 14-day period, you may be required to:
- Expressly request that the service begins before the cancellation period ends
- Pay a reasonable amount for any service already provided before cancellation
- Acknowledge that the right to cancel may be lost once the service has been fully performed
These statutory rights may not apply in every situation, including where the booking was made in person at our premises or where another legal exception applies.
14. Retail Products
This section applies where BeautiClinic sells physical skincare, beauty or aftercare products.
Please inspect products as soon as reasonably possible after receiving them.
Unopened and unused products may be returned where agreed by us and where applicable under consumer law. For hygiene and safety reasons, we may be unable to accept a change-of-mind return for products that have been opened, unsealed or used, unless they are faulty, damaged or incorrectly supplied.
Where a product is faulty, not as described or unfit for its intended purpose, please contact us promptly. Your statutory rights will apply.
For eligible products ordered online, customers may have additional cancellation rights under UK consumer law.
15. Gift Vouchers
Gift vouchers:
- Must be used before the expiry date shown
- Cannot normally be exchanged for cash
- Cannot be replaced if lost, stolen or used without permission
- Must be presented when making or attending a booking
- Cannot be used after expiry unless we agree otherwise
Appointments booked using a gift voucher remain subject to this cancellation policy.
Where an appointment paid for using a voucher is cancelled within the permitted cancellation period, the value will normally be returned to the voucher rather than refunded in cash.
This does not affect any statutory cancellation or refund rights that apply to the original purchaser.
16. Promotional and Discounted Bookings
Promotional treatments, introductory offers and discounted appointments may be subject to additional conditions displayed with the offer.
Unless expressly stated otherwise, promotional bookings remain subject to the same cancellation notice requirements as full-price appointments.
Any additional conditions will not restrict your statutory consumer rights.
17. Refund Processing
Where a refund is approved, it will normally be returned using the original payment method.
Processing times vary between banks and card providers. Although we will process an approved refund within a reasonable period, we cannot control how long a bank or payment provider takes to display the funds in your account.
Cash refunds will only be provided where appropriate and agreed by us.
18. How to Raise a Concern
Please contact us as soon as possible if you are dissatisfied with a treatment, booking, product or payment.
Email: support@beauticlinic.co.uk
Please include:
- Your full name
- The date of your appointment or purchase
- The treatment or product concerned
- A clear description of the issue
- Any relevant photographs or supporting information
- The resolution you are requesting
We will review the matter fairly and may contact you for further information or invite you to attend an assessment.
19. Statutory Rights
Nothing in this policy excludes, limits or replaces any rights or remedies available to you under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any part of this policy conflicts with a right that cannot legally be excluded, the applicable statutory right will take priority.
20. Changes to This Policy
We may update this Refunds and Cancellations Policy occasionally to reflect changes to our services, booking procedures or legal obligations.
The latest version will be published on our website with the date it was last updated.
21. Contact Us
For questions concerning cancellations, deposits or refunds, contact:
BeautiClinic
5–7 Melcombe Street
London
NW1 6AE
Email: support@beauticlinic.co.uk