1. Booking And Cancellation Policy
1.1 Consultation Appointments
• Your consultation appointment can be booked online, over the phone, or at the clinic reception.
• Our consultations are subject to a £50 fee, payable at the time of booking.
• The £50 fee can be refunded upon request, as long as you provide at least 48 hours’ cancellation notice. If you attend your consultation or provide less than 48 hours’ notice, the fee is non-refundable.
• If you do not request a refund, the £50 fee will remain on your account for 180 days and can be redeemed against a consultation or treatment, provided it is booked within this period.
• If no consultation or treatment is booked within 180 days, the fee will be forfeited, and no refund will be issued.
• If you are late, cancel, or reschedule your consultation outside of the 48-hour cancellation window (or in case of appointment “no shows”), the fee will be forfeited and cannot be refunded or redeemed.
• The £50 fee can only be redeemed against fully priced treatments and cannot be used in combination with any other offers or discounts for the same treatment.
• The outcome of the consultation may be information and advice that your requested treatment is unlikely to help you achieve the desired outcome or that the treatment may be detrimental to your health and safety. In such cases, this does not constitute a reason for a refund of the consultation fee.
1.2 Treatment Appointments
• For any treatment appointment, we will ask you for a £50 – £400 deposit at the time of booking to secure your appointment. The deposit amount will depend on the type of treatment, its duration, and your practitioner, and you will be advised at the time of booking.
• Online bookings require payment of a deposit in advance through our online booking system.
• If you are unsure about the deposit, please contact our clinic, and our team will be happy to assist. The deposit will be applied toward your treatment cost on the day of your appointment.
• The deposit can be refunded upon request, provided you give at least 48 hours’ cancellation notice.
• If you cancel or reschedule within 48 hours or fail to attend your appointment (no-show), the deposit will be forfeited and will not be refundable or transferable.
• If you do not attend your appointment and do not book another appointment within 180 days from the original payment date, your deposit will be forfeited, and no refund will be issued.
• Certain treatments require a 50% prepayment, which must be paid no later than one week before your appointment. You will be advised of this requirement at the time of booking. Failure to pay this amount on time may result in the cancellation of your appointment.
1.3 Cancellations
1.3.1 General
• We require a minimum of 48 hours notice for any appointment cancellation or change.
• Appointment times are reserved specifically for you and your practitioner. Late cancellations, changes within 48 hours, failure to attend an appointment, or appointments that cannot proceed due to late arrival may result in a cancellation charge or retention of your booking fee.
• Cancellation and no show charges range from £50 to £400 depending on the treatment type, appointment duration, and practitioner. The applicable amount will be confirmed at the time of booking.
• Booking fees and deposits are used to secure appointment availability and practitioner time.
• If Anna Medical Aesthetics Limited cancels your appointment, any booking fee or deposit paid will be refunded upon request.
• Anna Medical Aesthetics Limited shall not be liable for any indirect loss, travel costs, loss of earnings, or other expenses arising from appointment cancellation or rearrangement.
1.3.2 Cancellations For Packages
• We require a minimum of 48 hours’ notice before any changes or cancellations are made to appointments.
• Cancellations or changes within 48 hours and appointment “no shows” will result in a forfeit of that session within your package.
• If Anna Medical Aesthetics Limited chooses to cancel your appointment, your session will be rebooked at a mutually convenient time.
• The Initial Payment is non-refundable. You can cancel the package at any time before package expiration date, subject to a £50 cancellation charge.
• If a direct debit is terminated, Anna Medical Aesthetics will immediately cancel all remaining treatments. This may incur a £50 cancellation charge.
• If a package is cancelled prior to completion of the course, you will be required to pay the difference of the full price treatments for all completed treatments and pay for the ZO Kit received. This applies to all plans.
1.4 Special Needs
• You should always advise us about any special needs or requirements at the time of booking.
2. On The Day Of Your Appointment
• Late arrivals may not receive a complete consultation or treatment. Where possible, we will do our best to accommodate late arrivals. However, if there is insufficient time remaining to safely complete the consultation, assessment and/or treatment to the standard we expect for our patients, the appointment may need to be shortened, rescheduled or cancelled at the practitioner’s discretion.
• In these circumstances, the appointment may be treated as a late cancellation or late reschedule, and the applicable cancellation fee or loss of booking fee/deposit may apply.
• It is important that you provide an accurate information about your medical history. Anna Medical Aesthetics Limited will not be held liable for any damage caused as a result of withheld information or failure to follow instructions from Anna Medical Aesthetics Limited staff.
• Following your consultation and prior to treatment being undertaken, you will be asked to read and sign a consent form. This form is not just a formality – it’s a record of you deciding to proceed with a procedure having considered the potential positive and negative outcomes and medical risks listed on the form and the impact they may have on your wellbeing. The forms can be made available inadvance on requires.
• Our clinic has not been designed with children in mind, so we would prefer that you do not bring children to your appointment. However, if it cannot be avoided, please bring another responsible adult along with you to look after any children aged 12 or under.
• Other than guide dogs, no animals are allowed on the premises.
• We reserve the right to refuse treatment without explanation if we feel the treatment may be detrimental to health and safety of the patient.
3. Payments & Refunds
• We do accept major credit cards, excluding American Express, debit/credit card payment over the phone, BACS transfer on or cash submitted to the Clinic reception. Unfortunately, we do not accept cheques.
• If a direct debit payment fails more than twice, an administration fee of £10 will be charged for each further failed payment attempt.
• Continued failed payments may result in suspension or cancellation of remaining treatments until the outstanding balance is settled.
• Account balances are not transferable to other clients.
• We do not offer refunds and exchanges on services, prescription products and ZO skincare range.
• We do not offer refunds if the patient is suspected of being under the influence of drugs or alcohol.
4. Injectable Treatments
• Following the treatment patient’s can book a free of charge clinic review, booked 12 days to 21 days after treatment (preferably 14 days).
• During the review, Botox adjustments can be provided free of charge.
• During the review, filler treatments are charged at the standard price list.
5. Treatment Plans, Quotations, and Prepaid Treatments
• All treatment plans and quotations provided by Anna Medical Aesthetics Limited are valid for three (3) months from the date of issue. After this period, treatment pricing, protocols, or recommendations may be subject to change without prior notice.
• Any prepaid treatments, including packages or single-session treatments, must be commenced and completed within twelve (12) months from the date of payment unless otherwise agreed in writing.
• If a prepaid treatment or package has not been attended or used within twelve (12) months, Anna Medical Aesthetics Limited reserves the right to refuse treatment and decline a refund for any remaining balance.
• Prepaid treatments are non-transferable and may only be used by the person named on the original booking or invoice.
• Requests to transfer a prepaid treatment to a different service will be considered at the clinic’s discretion and may incur additional charges based on current pricing.
• In exceptional circumstances, such as medical reasons, the clinic may extend the validity period at its discretion.
6. Act Of God
• An Act of God is defined as an event outside of human control such as sudden floods, earthquakes or other natural disasters, for which no one can be held responsible. Anna Medical Aesthetics Limited does not issue refunds for Acts of God. This also includes weather-related issues such as snow, ice, floods etc.
• If Anna Medical Aesthetics Limited chooses to cancel a clinic due to an Act of God, then it is not liable for any loss resulting to the patient as a result of this cancelled appointment. Anna Medical Aesthetics Limited will make all reasonable effort to replace a cancelled clinic by arranging an alternative date, but this cannot be guaranteed.
7. Promotions And Pricing
• Discounts, special offers, and promotions cannot be combined or applied together towards the same treatment, service, product, or invoice.
• Package benefits, including complimentary treatments, products, or services as part of a package, are considered part of the original offer and cannot be combined with any additional discounts, special offers, or promotions.
• All treatments, services, products, and offers are subject to availability.
• We reserve the right to change prices at any time without prior notice.
• In the event of a pricing error, we reserve the right to cancel or refuse any sale.
8. Feedback And Complaints
• We are committed to providing high-quality services and to constantly seeking ways to improve that quality.
• Your comments, compliments, suggestions or complaints are always welcome and we take pride in responding to them quickly, effectively and honestly.
• All comments, compliments, suggestions or complaints should be made to the Registered Manager (email and phone number as per our website).
• Complaints will be treated seriously and dealt with as soon as possible.
• Verbal complaints will be responded to immediately. All comments will be carefully considered and responded to on an individual basis.
• Written complaints will be responded to by an acknowledgement letter within two to three working days. We will then investigate the complaint and send the complainant a letter outlining the result within 28 days. If the matter is complex and cannot be resolved within 28 days, the complainant will be informed.
By making a booking with us we take it that you understand and accept all our Terms and Conditions.
