Refund & Cancellation Policy

Effective Date: 23/01/2025

At Zayf Medical & Aesthetics, we are committed to providing exceptional care and service in a safe, ethical, and professional environment. Our refund and cancellation policy has been developed in accordance with:

  • General Medical Council (GMC) guidelines on advertising and patient communication

  • Advertising Standards Authority (ASA) and Committee of Advertising Practice (CAP) Codes

  • Consumer Rights Act 2015 and other relevant UK consumer protection legislation

This policy ensures transparency, fairness, and patient protection in all aspects of your care with us.

1. Booking & Appointment Cancellation

1.1. Skin Consultations

  • Skin consultations are provided by qualified healthcare professionals. A non-refundable booking fee may be charged to secure your appointment, which will be redeemable against any treatment.

  • Cancellation or rescheduling of consultations must be made at least 48 hours before your appointment to avoid loss of the booking fee.

  • If you fail to attend your appointment or cancel with less than 48 hours’ notice, the booking fee will be forfeited.

1.2. Treatment Appointments

  • Appointments for treatments require a minimum of 48 hours’ notice for cancellation or rescheduling.

  • Cancellations made within 48 hours, or failure to attend (no-shows), may result in a charge of up to 100% of the treatment cost, particularly where resources, clinician time, or prescription-only medicines (POMs) have been allocated.

  • In exceptional cases (e.g. medical emergencies), we may consider waiving this fee at our discretion. Documentary evidence may be required.

2. Refund Policy

2.1. Consultation Fees

  • Consultation fees are non-refundable, even if you choose not to proceed with treatment, as they cover the professional time, advice, and assessment provided.

2.2. Treatments

Due to the bespoke nature of medical aesthetic treatments and the use of regulated medicines:

  • Refunds are not issued for completed treatments where the service has been provided in line with clinical and ethical standards.

  • Treatment outcomes may vary from patient to patient. While we strive for the best results, we do not guarantee outcomes, and refunds are not issued for perceived lack of effect or dissatisfaction if the treatment was delivered appropriately.

  • Adverse reactions are rare but possible with any medical treatment. In such cases, patients will be offered appropriate aftercare and support in accordance with medical best practices, but this does not constitute grounds for a refund.

2.3. Pre-paid Packages or Courses

  • Pre-paid treatments (e.g. packages of multiple sessions) are non-refundable but may be transferred to another eligible person, or to an alternative treatment, subject to clinical approval and pricing adjustment.

  • In the event of a clinically advised discontinuation (e.g. due to a change in your medical condition), a pro-rata refund may be offered for unused sessions, minus any applicable administrative fees.

3. Product Refunds (Retail Items)

  • Refunds for unopened, unused retail products (e.g. skincare products) may be requested within 14 days of purchase, with valid proof of purchase.

  • Items must be returned in their original, sealed condition.

  • For hygiene and safety, opened or used products cannot be refunded.

4. Right to Refuse Treatment

We reserve the right to decline treatment at any stage if it is not in your best medical interest or if it is not clinically appropriate. If treatment is refused before it commences, you will be refunded any advance treatment payments, excluding the consultation fee and any costs incurred.

5. Promotional Offers and Vouchers

  • Promotional treatments or packages purchased during special offers are non-refundable and non-transferable, unless otherwise stated.

  • Expired offers or vouchers cannot be extended or refunded.

  • Promotions must not be interpreted as guaranteeing results.

6. Contact and Queries

If you have any questions regarding your booking, treatment, or this policy, please contact us at:

Zayf Medical & Aesthetics
Email: info@zayfmedical.co.uk
Phone: 01922 662950
Website: www.zayfmedical.co.uk

7. Amendments to This Policy

Zayf Medical & Aesthetics reserves the right to update this policy at any time to reflect changes in legal or clinical standards. The latest version will always be available on our website.

By booking with Zayf Medical & Aesthetics, you agree to the terms of this Refund & Cancellation Policy.