A standalone Cancellation & Refund Policy is useful because it can be linked from your booking system, appointment confirmations, and website footer. It should align with the Treatment Terms & Conditions but be simpler for patients to understand.
CANCELLATION & REFUND POLICY
Kriniko Medical Aesthetics Ltd
1010 Cambourne Business Park
Great Cambourne
Cambourne
Cambridge
CB23 6DP
Website: https://kriniko.co.uk/
Email: clinic@kriniko.co.uk
WhatsApp/Text: 07775 809133
Telephone: 01223 459251
Last Updated: 20 June 2026
1. Our Commitment
At Kriniko Medical Aesthetics Ltd, appointment times are reserved exclusively for each client. We understand that plans can change, and we aim to operate a fair cancellation and refund policy that respects both our clients and our practitioners.
By booking an appointment, consultation, or treatment, you agree to the terms of this Cancellation & Refund Policy.
2. Appointment Deposits
Certain consultations and treatments require a deposit to secure your appointment.
Deposits:
- Secure your allocated appointment time.
- Are deducted from the cost of your treatment where applicable.
- Are subject to the cancellation terms outlined below.
- Are non-transferable to another person.
The amount of any required deposit will be communicated at the time of booking.
3. Rescheduling Appointments
Clients may reschedule appointments without penalty provided that at least 48 hours’ notice is given before the scheduled appointment time.
Where sufficient notice is provided:
- Deposits will be transferred to the new appointment.
- No additional booking fee will be charged.
4. Cancellation with More Than 48 Hours’ Notice
If you cancel an appointment more than 48 hours before your scheduled appointment:
- Deposits may be refunded or transferred to a future appointment at the clinic’s discretion.
- Any prepaid treatment fees not already used or committed to products or services will normally be refunded.
Refunds will be processed to the original payment method wherever possible.
5. Cancellation Within 48 Hours
If you cancel less than 48 hours before your appointment:
- Your deposit may be retained.
- Any prepaid consultation fee may be forfeited.
- Future appointments may require full prepayment.
This charge compensates for appointment time reserved specifically for you.
6. Same-Day Cancellation
Appointments cancelled on the day of treatment may result in:
- Loss of the full deposit.
- Loss of consultation fees already paid.
- Additional booking restrictions for future appointments.
7. Failure to Attend (No-Show)
If you fail to attend an appointment without prior notice:
- Your deposit will be forfeited.
- Consultation fees remain payable.
- Future bookings may require full payment in advance.
- We reserve the right to decline future appointments.
8. Late Arrivals
If you arrive late:
- Your appointment may need to be shortened.
- Certain treatments may need to be rescheduled.
- Treatment may be refused if insufficient time remains to safely complete the procedure.
Where treatment cannot proceed because of late arrival:
- Deposit and consultation fees may be retained.
The practitioner’s decision regarding treatment safety and appointment suitability is final.
9. Consultation Fees
Consultation fees are non-refundable once the consultation has taken place.
This applies regardless of whether:
- You choose not to proceed with treatment.
- Treatment is not recommended.
- Treatment is deemed clinically unsuitable.
Consultation fees cover professional assessment, advice, and clinical time.
10. Refunds for Treatments
Once a treatment has been provided, refunds are generally not available.
This is because:
- Medical aesthetic treatments are personalised services.
- Results vary between individuals.
- Products used during treatment cannot be recovered.
- Professional time and expertise have been delivered.
Dissatisfaction with aesthetic outcomes does not automatically entitle a client to a refund.
11. Prescription Treatments
Where treatment involves prescription-only medicines:
- Prescribing assessments may incur fees.
- Prescription fees are non-refundable.
- Ordered prescription products cannot be refunded once prescribed or dispensed.
This applies even if treatment is later postponed or cancelled.
12. Treatment Packages
Where treatment packages are purchased:
- Packages are non-refundable once treatment has commenced.
- Unused sessions cannot normally be exchanged for cash.
- Packages are non-transferable.
- Expiry dates may apply.
Any exceptions will be considered on a case-by-case basis.
13. Gift Vouchers
Gift vouchers:
- Are non-refundable.
- Cannot be redeemed for cash.
- Cannot be exchanged for monetary value.
- Must be redeemed before the expiry date stated.
Lost, stolen, or expired vouchers may not be replaced.
14. Clinic-Initiated Cancellations
Occasionally, we may need to cancel or rearrange appointments due to:
- Practitioner illness
- Medical emergencies
- Equipment failure
- Unforeseen circumstances
- Safety concerns
Where this occurs, clients will be offered:
- A new appointment date; or
- A refund of any deposit or prepaid fees.
Our liability is limited to the amount paid to the clinic for the affected appointment.
15. Exceptional Circumstances
We understand that genuine emergencies can occur.
Requests for cancellation fee waivers due to exceptional circumstances may be considered at our sole discretion.
Supporting documentation may be requested.
Approval of any exception is not guaranteed.
16. How Refunds Are Processed
Where a refund is approved:
- Refunds will normally be made using the original payment method.
- Processing times may vary depending on the payment provider.
- Bank processing times are outside our control.
Approved refunds are typically processed within 14 days.
17. Consumer Rights
Nothing in this policy affects your statutory rights under:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
- Applicable UK consumer protection legislation
18. Contact Us
For cancellation requests, appointment changes, or refund enquiries, please contact:
Kriniko Medical Aesthetics Ltd
Email: clinic@kriniko.co.uk
WhatsApp/Text: 07775 809133
Telephone: 01223 459251
Website: https://kriniko.co.uk/
Address:
1010 Cambourne Business Park
Great Cambourne
Cambourne
Cambridge
CB23 6DP
A practical addition is to place this short notice on your booking page:
Cancellation Notice: We require a minimum of 48 hours’ notice for cancellations or appointment changes. Appointments cancelled within 48 hours, missed appointments, or same-day cancellations may result in loss of deposit or prepaid fees. Please see our full Cancellation & Refund Policy for details.