Refund & Cancellation Policy

Refund Policy

At Face Regeneration, we are committed to providing safe, ethical and evidence-based aesthetic treatments. Due to the medical nature of our services, all treatment plans and recommendations are tailored to the individual following consultation.

Treatment Outcomes

Aesthetic treatments are elective procedures, and individual results vary depending on factors including anatomy, age, skin quality, lifestyle, medical history and adherence to aftercare advice.

As such:

We cannot guarantee a specific aesthetic outcome.

Payment is for the professional assessment, clinical expertise, products used and treatment provided, rather than a guaranteed cosmetic result.

A request for a refund based solely on dissatisfaction with the cosmetic outcome will not automatically entitle a patient to a refund.

Where clinically appropriate, review appointments and remedial treatment options may be offered at the discretion of the treating practitioner.

Prepaid Treatment Courses

Treatment courses are offered at a discounted package price and are purchased on the understanding that the full course of treatment will be completed.

Once the first treatment within a prepaid course has been carried out:

The treatment course is considered to have commenced.

Unused treatments are generally non-refundable.

Treatment courses are non-transferable unless agreed in writing by the Clinic Director.

Treatment courses cannot be exchanged for cash.

Where the clinic agrees to cancel the remaining treatments as a gesture of goodwill, any refund will be calculated after deducting:

The full standalone price of all treatments already received (unless otherwise stated at the time of purchase); and

Any products, consumables or services already provided as part of the treatment plan.

Any remaining balance will be refunded to the original payment method within 14 days of approval.

When Refunds May Be Considered

Refunds may be considered where:

-the clinic is unable to provide the agreed treatment;

-a patient is deemed medically unsuitable to continue treatment;

-the clinic has failed to provide services with reasonable care and skill;

-there has been an administrative error resulting in overpayment.

Each case will be assessed individually by the Clinical Director.

No Refunds Will Normally Be Given For

Refunds will not normally be provided because:

-a patient changes their mind after treatment has commenced;

-expectations differ from the achievable clinical outcome;

-further treatments are recommended to achieve the desired result;

-aftercare instructions have not been followed;

-treatment has been sought elsewhere before clinical review by Face Regeneration;

-complications have arisen due to another practitioner treating the same area.

Cancellation Policy

Appointments may be cancelled or rescheduled free of charge with a minimum of 24 hours’ notice.

Appointments cancelled with less than 24 hours’ notice, or failure to attend without notice, may result in:

-loss of booking deposit;

-forfeiture of that treatment session from a prepaid course; or

-a cancellation fee equivalent to the booking deposit.

The clinic reserves the right to exercise discretion in exceptional medical or compassionate circumstances.

Deposits

Deposits secure appointment times and contribute towards clinic costs incurred in reserving appointments.

Deposits are:

-non-refundable unless practitioner deems patient unsuitable for services.

-transferable once if at least 24 hours’ notice is provided;

-forfeited for late cancellations or non-attendance.

Cooling-Off Rights

Where treatment courses are purchased remotely (including online or by telephone), patients may have statutory cancellation rights under the Consumer Contracts Regulations before treatment commences.

Where treatment has been expressly requested during any applicable cooling-off period, patients acknowledge that cancellation rights may be reduced or lost in respect of services already provided.

Contracts entered into within the clinic premises do not generally carry an automatic statutory cooling-off period.

Complaints

If you are unhappy with any aspect of your treatment, we ask that you contact Face Regeneration as soon as possible so that we can arrange an appropriate clinical review.

We are committed to resolving concerns fairly, professionally and in accordance with our complaints procedure before considering any financial remedy.

Agreement

By signing below, I confirm that:

I have read and understood this Refund & Cancellation Policy.

I understand that aesthetic outcomes cannot be guaranteed.

I understand that prepaid treatment courses are sold at a discounted package price.

I understand that treatment courses become non-refundable once treatment has commenced, except where required by law or agreed at the clinic’s discretion.

I understand the cancellation and deposit policy.

I have had the opportunity to ask questions before proceeding with treatment.