This policy explains how appointments, booking deposits, payments, rescheduling and cancellations are handled at the clinic. These procedures are applied consistently, transparently and fairly to all patients.

1. Principles of Administrative Fairness

The clinic operates clear administrative procedures for appointment scheduling, deposits, payments and cancellations. These policies are applied consistently, transparently and without discrimination to all patients.

Clear administrative procedures help the clinic:

• Manage clinical time efficiently
• Ensure fair access to appointments for all patients
• Minimise unused clinical capacity

These procedures are implemented in accordance with recognised UK healthcare governance and consumer fairness principles.

2. Appointment Requests and Tentative Booking Holds

Appointment requests are initially treated as provisional until confirmed.

Typical booking process

1. A patient requests an appointment date.
2. The clinic offers an available appointment slot provisionally, pending payment of the booking deposit.
3. The appointment is held temporarily awaiting confirmation and payment.

Payment methods

The booking deposit may be paid by:

• Secure payment link
• Bank transfer
• Card payment over the telephone

Tentative holding period

Appointment slots may be held for 24 to 48 hours pending confirmation.

If confirmation or payment is not received within this period:

• The clinic may release the appointment slot
• The patient may be offered alternative availability

3. Confirmation of Appointment

An appointment becomes confirmed for a specific date and time only when:

• The patient confirms acceptance of the offered appointment
• The required booking deposit is received by the clinic

Until both steps are completed, the appointment remains provisional.

4. Booking Deposits

A booking deposit of £150 is required to secure an appointment.

Purpose of the deposit

• Reserves clinical time specifically for the patient
• Applies to a particular appointment date and time
• Is deducted from the initial consultation fee on the day of attendance

Relationship to treatment or procedure fees

The booking deposit is separate from procedure or treatment fees.

• If treatment is performed at the first visit, the deposit forms part of the consultation fee but remains separate from the procedure cost
• If treatment is undertaken at a later date, the deposit remains independent from the treatment fee
• All procedure costs are discussed and agreed after clinical assessment

5. Validity of Booking Deposits

The booking deposit is assigned to the specific appointment date reserved for the patient.

If an appointment is rescheduled with adequate notice:

• The deposit may be transferred once to an alternative appointment date

If further changes are requested:

• The clinic may require a new booking deposit to secure a further appointment

6. Rescheduling Appointments

Patients may request to reschedule their appointment provided that at least three working days' notice is given.

Where sufficient notice is provided:

• The booking deposit may be transferred once to a new appointment date
• The alternative appointment is usually scheduled within 1 to 2 weeks of the original appointment, subject to availability

If additional rescheduling requests are made:

• The clinic may require a new booking deposit

In exceptional circumstances, such as illness or unforeseen events, administrative discretion may be exercised.

7. Cancellation Policy

Appointments cancelled less than 72 hours days before the scheduled appointment will result in loss of the booking deposit.

This reflects the loss of reserved clinical time that usually cannot be reallocated at short notice.

If cancellation occurs more than three working days before the appointment, the patient may:

• Reschedule the appointment once
• Request application of the deposit to a new appointment date

8. Non-Attendance

Failure to attend a confirmed appointment without prior notice will result in forfeiture of the booking deposit.

If a patient wishes to arrange a new appointment after non-attendance:

• A new booking deposit will be required

Repeated missed appointments may result in the clinic requesting pre-payment of consultation fees before further appointments are accepted.

9. Release of Unconfirmed Appointment Offers

When appointment options are offered but not confirmed within the tentative holding period, the clinic may release the appointment slot and offer it to other patients.

If a patient replies after the holding period:

• The clinic will check availability
• The appointment will be confirmed only if the slot remains available
• Otherwise, the patient will be offered the next available appointment dates

10. Refund Policy

Deposits

Booking deposits are non-refundable, except where the clinic cancels the appointment.

Where adequate notice is provided, the deposit may be transferred once to a new appointment date.

Prepaid treatment packages or multi-session procedures

If a patient decides to discontinue treatment:

• Refunds may be issued only for unused or untreated sessions
• Completed treatments or sessions are non-refundable

No refund applies for:

• Cancellation with less than three working days' notice
• More than one rescheduling request
• Non-attendance
• Completed or treated sessions

11. Administrative Discretion

In exceptional circumstances, including illness or medical emergencies, the clinic may exercise reasonable administrative discretion when applying booking or rescheduling policies.

Such decisions are made on a case-by-case basis while maintaining fairness to all patients.

12. Payment Requirements for Clinic Visits

First consultation visit

• Booking deposit of £150 paid in advance
• Consultation fee, with the deposit deducted from this fee
• Procedure fees, if applicable, are separate from consultation fees

Subsequent visits

Further clinic visits, including ongoing treatment, top-up or maintenance visits, require:

• A booking deposit paid in advance to secure the appointment
• Procedure or treatment fees where applicable

13. Summary of the Appointment Booking Process

1. Patient requests an appointment
2. Clinic offers an available appointment date
3. Appointment is held temporarily, usually for 24 to 48 hours
4. Appointment becomes confirmed once the deposit is paid
5. Deposit is applied toward the consultation fee at the first visit
6. Deposit remains separate from procedure fees
7. Deposit is required to secure each clinic visit
8. One rescheduling request may be permitted with adequate notice

14. Situations Where Deposits Are Not Refundable

• Cancellation with less than three working days' notice
• More than one rescheduling request
• Non-attendance

المصادر

• Care Quality Commission – Regulation 17: Good Governance
• المجلس الطبي العام – الممارسة الطبية الجيدة
• UK Government – Consumer Rights Act 2015
• Joint Council for Cosmetic Practitioners – Professional Standards for Aesthetic Practice