Cancellation & Refund Policy

1. Purpose

At Skin Doctor Clinics, we are committed to providing high-quality care whilst ensuring that appointment availability is managed fairly for all patients.

This Cancellation & Refund Policy explains our approach to consultation fees, appointment cancellations, deposits, refunds and treatment courses. It forms part of our Terms & Conditions and applies to all appointments, treatments, products and services provided by Skin Doctor Clinics.

By booking an appointment or purchasing a treatment, course or product with Skin Doctor Clinics, you confirm that you have read and agree to this Cancellation & Refund Policy.

2. Scope

This policy applies to:

  • All consultations.
  • All aesthetic treatments.
  • Surgical procedures.
  • Treatment courses and value packs.
  • Deposits and booking fees.
  • Skincare products purchased from our clinics.
  • Appointments booked in person, by telephone or online.

3. Consultation Fees

Consultation fees vary depending on the type of appointment booked.

General Doctor Appointments

A £50 consultation fee is payable when booking an appointment with one of our doctors.

This fee covers the clinical consultation and assessment carried out during your appointment.

If you proceed with treatment on the same day, the £50 consultation fee will be deducted from the cost of your treatment, making the consultation effectively free.

If you choose not to proceed with treatment, treatment is not clinically appropriate, or treatment is not carried out on the same day, the consultation fee remains payable and is non-refundable.

Skin Health Practitioner Appointments

A £15 consultation fee is payable when booking an appointment with one of our Skin Health Practitioners.

This fee is redeemable against treatments or skincare products purchased either on the day of your appointment or at a future appointment.

JawTite Video Consultation – Dr Saleena Zimri

JawTite video consultations with Dr Saleena Zimri are charged at £50.

This consultation fee is non-refundable and non-redeemable, regardless of whether you proceed with treatment.

London and Manchester Doctor Appointments – Dr Saleena Zimri

Appointments with Dr Saleena Zimri at our London and Manchester clinic are subject to a £100 consultation fee.

This fee covers the clinical consultation and assessment carried out during your appointment.

If treatment is carried out on the same day, the consultation fee will be deducted from the cost of your treatment.

If you choose not to proceed with treatment, treatment is not clinically appropriate, or treatment is not carried out on the same day, the consultation fee remains payable and is non-refundable.

Upper Blepharoplasty Consultation – Dr Mo

Upper Blepharoplasty consultations with Dr Mo are charged at £100.

This consultation fee is non-refundable and non-redeemable, regardless of whether you proceed with treatment.

Review Appointments

Review appointments arranged to assess treatment outcomes or genuine clinical concerns are provided free of charge, where appropriate and at the discretion of Skin Doctor Clinics.

4. Deposits and Booking Fees

Some treatments require a deposit or booking fee to secure the appointment.

Deposits and booking fees contribute towards the cost of your appointment or treatment and are subject to this Cancellation & Refund Policy.

Unless otherwise stated:

  • Deposits are non-refundable if you cancel with less than 48 hours’ notice or fail to attend your appointment.
  • Deposits may be transferred to another appointment where sufficient notice is provided.
  • Where Skin Doctor Clinics cancels your appointment, any deposit paid will be transferred to your rearranged appointment.

5. Appointment Cancellations

We understand that plans can change. If you need to cancel or rearrange your appointment, we ask that you provide at least 48 hours’ notice.

Providing sufficient notice allows us to offer the appointment to another patient and helps minimise waiting times.

Where at least 48 hours’ notice is given, we will happily rearrange your appointment without charge.

Appointments cancelled with less than 48 hours’ notice may be subject to cancellation charges as outlined in this policy.

6. Late Arrivals

Please arrive approximately 5-10 minutes before your appointment to allow sufficient time for any paperwork or preparation required.

If you arrive late, we will make every effort to accommodate you. However, depending on the time available and the nature of your treatment, we may need to:

  • Shorten your appointment.
  • Rearrange your appointment.
  • Apply the applicable cancellation or missed appointment charge where treatment cannot safely proceed.

This helps us minimise disruption to other patients and maintain our appointment schedule.

7. Failure to Attend (No Shows)

If you fail to attend your appointment without providing at least 48 hours’ notice, the following may apply:

  • Consultation fees and deposits will be forfeited.
  • A cancellation charge may be applied.
  • If your appointment forms part of a treatment course or value pack, one treatment session may be deducted.
  • Repeated missed appointments or late cancellations may result in Skin Doctor Clinics declining future bookings.

8. Clinic Cancellations

Whilst we always endeavour to honour scheduled appointments, there may occasionally be circumstances beyond our reasonable control that require us to postpone or cancel an appointment.

Examples include:

  • Practitioner illness.
  • Medical emergencies.
  • Equipment failure.
  • Utility failures.
  • Severe weather.
  • Other unforeseen operational circumstances.

If this occurs, we will contact you as soon as reasonably possible to rearrange your appointment.

Where appropriate, any deposit or consultation fee already paid will be transferred to your rearranged appointment.

Skin Doctor Clinics is not responsible for travel expenses, loss of earnings or any other indirect costs arising from appointment cancellations or delays.

9. Courses and Value Packs

Treatment courses and value packs are designed to provide discounted pricing for patients purchasing multiple treatments.

Unless otherwise stated:

  • Courses and value packs are valid for 18 months from the date of purchase.
  • Unused treatments remaining after the expiry date will normally be forfeited.
  • Courses and value packs are non-transferable and may only be used by the individual named at the time of purchase.
  • Treatments included within a course cannot normally be exchanged for alternative treatments unless agreed by Skin Doctor Clinics.

Where treatment cannot continue for genuine medical reasons, any refund will be considered in accordance with this policy.

10. Refunds

We aim to be fair and transparent in our approach to refunds.

Refund requests are considered on a case-by-case basis and in accordance with consumer legislation.

Consultation Fees and Deposits

Consultation fees and deposits are generally non-refundable. Where a patient provides at least 48 hours’ notice to cancel or rearrange an appointment, any consultation fee or deposit paid will normally be credited to the patient’s account to be used towards a future appointment, treatment or skincare product.

If less than 48 hours’ notice is provided, or the patient fails to attend their appointment without notice, the consultation fee or deposit will be forfeited and cannot be refunded or credited.

Refunds will only be considered in exceptional circumstances, such as where treatment cannot proceed for genuine medical reasons or in other circumstances agreed at the discretion of Skin Doctor Clinics.

Treatment Courses and Value Packs

Refunds for treatment courses or value packs will only normally be considered where treatment cannot continue for genuine medical reasons.

Where a refund is agreed, it will be calculated by deducting:

  • the full list price of any treatments already received;
  • any applicable cancellation or missed appointment charges; and
  • any products supplied as part of the package.

The remaining balance, if any, will be refunded.

Products

Unused, unopened products may be exchanged or refunded at the discretion of Skin Doctor Clinics, provided they are returned in their original condition.

Opened or used products cannot be refunded unless faulty or where required by consumer law.

Nothing within this policy affects your statutory rights under the Consumer Rights Act 2015.

11. Treatment Outcomes

All medical and aesthetic treatments carry potential risks and individual responses vary.

Although our practitioners always aim to achieve the best possible clinical outcome, results cannot be guaranteed.

Many treatments require multiple sessions and ongoing maintenance to achieve or maintain the desired result.

A refund will not normally be offered solely because the outcome does not meet a patient’s personal expectations where treatment has been carried out appropriately, informed consent has been obtained and the expected standard of care has been provided.

12. Exceptional Circumstances

Skin Doctor Clinics understands that exceptional circumstances may occasionally arise.

Where appropriate, we may exercise discretion outside this policy in exceptional situations, including but not limited to:

  • Serious illness.
  • Bereavement.
  • Hospital admission.
  • Other circumstances considered reasonable by management.

Supporting evidence may be requested before any exception is considered.

13. Complaints

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with us as soon as possible.

Complaints are managed in accordance with our Complaints Policy, which is available upon request.

Making a complaint does not automatically entitle a patient to a refund. Each complaint will be investigated individually, with any appropriate remedies determined following a full review of the circumstances.

14. Changes to this Policy

Skin Doctor Clinics reserves the right to amend this Cancellation & Refund Policy at any time to reflect changes in legislation, regulation or business requirements.

The most up-to-date version will always be available on our website.

Contact Us

If you have any questions regarding this Cancellation & Refund Policy, please contact the clinic where your appointment is booked.

 

 

Date: July 2026

Review Date: July 2027