Bespoke Medical Aesthetics
Trading name of Elran Medical Enterprise Ltd

Clinic Address: 2 Woden Ave, Colchester, CO3 0QQ

1. Purpose

This policy outlines the terms relating to payments, cancellations, refunds, and treatment outcomes at Bespoke Medical Aesthetics. It is designed to ensure transparency, fairness, and consistency in all patient interactions.

2. General Principles

  • All treatments are provided following a clinical consultation and informed consent.
  • Aesthetic treatments are elective medical procedures and results cannot be guaranteed.
  • Individual responses to treatments vary and outcomes differ between patients.

3. Refund Policy

3.1 No Guarantee of Results

  • Due to biological variability, no guarantee can be given regarding the outcome of any treatment.
  • Dissatisfaction with aesthetic results alone does not constitute grounds for a refund.

3.2 Completed Treatments

  • Once a treatment has been carried out, fees are non-refundable.
  • This includes cases where the patient perceives limited or no effect, provided the treatment was administered appropriately and in line with clinical standards.

3.3 Clinical Complications

  • In the rare event of a genuine complication, patients will be assessed and managed appropriately.
  • Refunds are not the primary remedy; clinical care and follow-up will be prioritised.

3.4 Goodwill

  • Any refund or partial refund is made strictly at the discretion of the clinic and does not constitute an admission of liability.

3.5 Laboratory Testing (Including GlycanAge)

  • Biological age testing kits and services are non-refundable once the test has been processed, dispatched, or used.
  • No refunds will be issued based on dissatisfaction with results.
  • The clinic is not responsible for delays or issues arising from third-party laboratories, provided appropriate processes have been followed.

4. Review Appointments and Adjustments

  • Where clinically appropriate, a review appointment may be offered.
  • This typically occurs within 2–4 weeks following treatment with aesthetic injectables.
  • Any additional treatment provided at review is at the practitioner’s clinical discretion and may incur additional cost.

5. Deposits and Payments

  • A deposit may be required to secure an appointment.
  • Deposits are non-refundable but may be transferable if sufficient notice is given (see Section 6).
  • Full payment is required at the time of treatment unless otherwise agreed.

6. Cancellation and Rescheduling

  • A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
  • Cancellations with less than 48 hours’ notice may result in loss of deposit.
  • Failure to attend an appointment (“no-show”) will result in loss of deposit and may require full prepayment for future bookings.

7. Late Arrivals

  • Late arrival may result in reduced treatment time or cancellation of the appointment.
  • In such cases, the full fee or deposit may still be charged.

8. Chargebacks and Payment Disputes

  • Patients are encouraged to raise any concerns directly with the clinic in the first instance.
  • In the event of a chargeback or payment dispute, the clinic will provide relevant evidence including:
    • Consent forms
    • Treatment records
    • Correspondence
  • The clinic reserves the right to pursue recovery of funds where services have been provided.

9. Gift Vouchers and Prepaid Treatments

  • Gift vouchers are non-refundable and must be used within the stated validity period.
  • Prepaid treatments are non-refundable but may be transferable at the clinic’s discretion.

10. Agreement

By proceeding with treatment, patients confirm that they have read, understood, and agreed to this Refund & Cancellation Policy.

11. Review of Policy

This policy is reviewed annually and updated in line with best practice and regulatory guidance.

Last Updated: March 2026