Refund & Cancellation Policy

Last updated: [January 2025]

At Feonix Aesthetics, we are committed to delivering exceptional clinical standards and premium care. To protect both our clients and our practitioners, the following Refund & Cancellation Policy applies to all treatments, packages, products and appointments.

1. Refund Policy – Treatments & Services

All service sales are final, with no refunds.

Refunds may be given only when a client is medically unsuitable for treatment. Medical proof may be required. If an adverse reaction occurs and our practitioner deems it unsafe for you to continue, a refund or credit for remaining sessions will be offered. The practitioner’s clinical decision is final.

If you begin taking a new photosensitising medication part-way through your course, a refund will not be given. You must inform us so we can extend your course and perform a new patch test if required.

If you fall pregnant mid-way through your course, you must inform your practitioner so that your course can be safely extended. A refund will not be given.

Medical aesthetics treatments are non-refundable once the treatment has taken place. While a top-up may be offered at the practitioner’s discretion, this should not be expected. We always aim for excellent results and provide thorough consultations to manage expectations.

2. Courses, Packages & Prepaid Treatments

By purchasing a course or prepaid package, you agree to the following conditions:

• Packages are discounted and therefore non-refundable once the first session has been taken.
• If you choose not to continue part-way through, the value of any completed sessions will be deducted at the full standard treatment rate, not the discounted package rate.
• Any remaining balance will be issued as a credit note only.
• Unused sessions cannot be refunded for cash under any circumstances.

Credit notes are valid for 24 months from the date of issue, are non-refundable, and may be transferred to another person with written permission.

3. Product Refunds

All skincare products purchased in-clinic are non-refundable once taken off-site, unless they are faulty. This is due to hygiene and product integrity regulations.

4. Gift Voucher Policy

Gift voucher sales are final, with no refunds.

Gift vouchers:
• Can be used for any clinic treatment
• Cannot be exchanged for cash
• Cannot be replaced if lost, damaged or stolen
• Must be used before the expiry date
• Cannot receive change if the treatment is lower in value than the voucher amount

5. Cooling-Off Period (Online & Remote Purchases)

Under UK Consumer Contract Regulations, clients purchasing a package remotely (online or over the phone) may be entitled to a 14-day cooling-off period unless:

• You book your first treatment within the 14-day period, and
• You provide consent for treatment to begin immediately

Once treatment has started, the cooling-off period ends and standard clinic policies apply.

All online purchasers must confirm they have read and accepted this policy during checkout.

6. Cancellation Policy

We value your time and appreciate your understanding that our practitioners’ time is equally important. Short-notice cancellations or non-attendance affect clinic operations and prevent other clients from booking.

To ensure fairness and smooth operations, the following cancellation rules apply:

• Cancellations with less than 48 hours’ notice:
– One-off treatments: 50% of the treatment cost will be charged.
– Courses/packages: The session will be deducted from your course.

• No-shows: Charged at 100% of the service reserved.

• Late arrivals (over 15 minutes): We may not be able to proceed with your appointment due to schedule impact. The appointment may be treated as a late cancellation.

We understand unforeseen circumstances may occur. If it is possible to reschedule without disrupting clinic operations, we will try to accommodate you. However, this cannot be guaranteed.

7. How to Cancel or Reschedule

To cancel or amend your appointment, please contact us as soon as possible:

• Phone: +44 (0)333 772 127
• Email: [email protected]
• Or cancel via our online booking system

If calling, please leave a voicemail if we are unable to answer. The sooner we receive notice, the sooner we can offer your appointment to another client and avoid charges being applied.

8. Client Acknowledgement

By booking or purchasing any treatment, package, product or gift voucher at Feonix Aesthetics, you confirm that you have read, understood, and agreed to this Refund & Cancellation Policy.

We appreciate your understanding and look forward to seeing you at the clinic.