Refund & Cancellation Policy

1. Overview

This policy explains how The GP Aesthetics handles appointment cancellations, consultation fees, treatment payments, refunds, and patient concerns. It applies to private aesthetic consultations and treatment appointments arranged with The GP Aesthetics.

Aesthetic medicine is personalised medical care. Outcomes vary from person to person depending on anatomy, skin quality, metabolism, healing response, lifestyle, and adherence to aftercare advice.

2. Your Statutory Rights

Nothing in this policy excludes or restricts your statutory rights. Services must be carried out with reasonable care and skill, within any agreed timescale, and in line with the information given to you before you decide to proceed.

If a service is not provided with reasonable care and skill, or is not provided as agreed, you may be entitled to an appropriate remedy under applicable consumer law. This may include repeat performance, a price reduction, a partial refund, or another suitable remedy depending on the circumstances.

3. Consultations

The standard consultation fee is £25. This covers the clinician's time, assessment, medical history review, discussion of options, suitability advice, and treatment planning where appropriate.

If you attend your consultation, the consultation fee is non-refundable because the clinical assessment and advice have been provided. Where advertised by us, the consultation fee is credited towards treatment if that treatment is booked within 30 days.

If treatment is not clinically appropriate, the consultation fee still covers the assessment and advice already provided. Any separate payment made towards treatment itself will normally be refunded unless reasonable costs have already been incurred.

4. Appointment Cancellations and Missed Appointments

Please give at least 24 hours' notice if you need to cancel or rearrange an appointment. If you give at least 24 hours' notice, we will normally transfer your consultation fee or booking fee to a rearranged appointment.

If you cancel late, do not attend, or arrive too late for the appointment to proceed, we may retain the consultation fee, booking fee, or a reasonable amount from any prepayment. This reflects clinical time reserved for you, lost appointment availability, and administrative costs.

Where the reserved appointment slot can be filled or the actual loss is lower than the amount paid, we will take that into account when deciding whether a transfer, partial refund, or goodwill arrangement is appropriate.

5. Deposits and Prepayments

Where a deposit or prepayment is taken, it secures your appointment slot and may cover preparation, ordering or allocation of stock, and clinician time. Deposits and prepayments are not automatically forfeited simply because they were paid in advance.

If you cancel with sufficient notice, we will normally transfer the payment to a rearranged appointment or refund it, unless reasonable costs have already been incurred. If you cancel late, do not attend, or change your mind after products have been ordered or allocated specifically for your treatment, we may retain a reasonable amount and refund any balance due.

6. Remote Bookings and Cooling-Off Rights

If you book by phone, email, WhatsApp, online, or another distance method, you may have cancellation rights before the appointment takes place. Where a legal right to cancel applies, the cancellation period is usually 14 days from the day after the contract is made.

To cancel, you can email or message us with a clear statement that you wish to cancel. If a cancellation form is legally required for a particular booking process, we will make one available, but you do not have to use a specific form as long as your cancellation request is clear.

If you ask us to provide consultation or treatment services during any applicable cancellation period, we may ask you to confirm that request. If you then cancel after services have started, you may remain liable for a proportionate amount for the services already supplied. If the service has been fully performed with your express request and acknowledgement, you may lose the right to cancel that service.

7. Results and Treatment Outcomes

We do not and cannot guarantee that any particular aesthetic result will be achieved. A result may be more subtle, slower, shorter-lasting, or different from what you expected.

Payments are not refundable solely because the desired, intended, or expected result has not been achieved, provided that the treatment was carried out with reasonable care and skill, in line with the agreed treatment plan, and with appropriate consultation and consent.

Dissatisfaction alone, a change of mind after treatment, or a preference for a different aesthetic style is not, by itself, a basis for a refund. This does not affect your statutory rights where the service has not been provided with reasonable care and skill.

8. Review Appointments and Clinical Concerns

If you have concerns about your outcome, please contact us promptly so that we can assess the result and advise whether a review appointment is appropriate.

Any review, adjustment, further treatment, or goodwill gesture is decided clinically and case by case. Additional treatment may be chargeable unless we confirm otherwise.

If you experience urgent symptoms or feel unwell after treatment, seek urgent medical advice through NHS 111, your GP, urgent care, or 999 in an emergency, and then update us as soon as reasonably possible.

9. Products, Injectables, and Prescription Medicines

Some treatments involve sterile products, single-use items, or prescription-only medicines. Where a prescription-only medicine is involved, it will only be considered after consultation, clinical assessment, and prescription where appropriate.

Products that have been opened, prepared, drawn up, implanted, or administered cannot be returned or reused for hygiene, safety, and clinical reasons. Once treatment has been provided, or products have been specifically prepared for your appointment, refunds are limited to any sums that remain fairly refundable under this policy and applicable consumer law.

10. When We May Decline or Stop Treatment

We reserve the right to decline, postpone, or stop treatment where we believe it is not clinically appropriate, not in your best interests, not medically safe, or where consent is incomplete or concerns arise during assessment.

If treatment is declined before any treatment is provided, any payment made towards treatment itself will normally be refunded, less any consultation or assessment fee already used and any reasonable costs already incurred. If treatment has started, any refund will be limited to sums paid for treatment not provided, subject to reasonable costs already incurred.

11. Approved Refunds

Approved refunds will normally be processed to the original payment method where possible. We aim to process approved refunds within 14 days of confirming the refund amount.

We do not apply card payment surcharges. If a bank, card provider, or payment platform applies its own fees, those are outside our control.

12. Complaints

If you are unhappy with any aspect of your care, please contact us as soon as possible so that we can review the matter properly. We may ask for photographs, medical information, and reasonable time to assess the outcome before responding in full.

Complaints should be sent to [email protected]. We aim to acknowledge complaints within 5 working days and provide a full response within 20 working days where possible. If more time is needed, we will explain why and keep you updated.

13. Policy Updates

We may update this policy from time to time. The latest version will always be published on our website.