Booking, Cancellation & Refund Policy

Medi Glow Aesthetics and Health

Booking Deposit

A non-refundable deposit of £50 is required to secure all appointments. This deposit is redeemable against the total cost of your treatment.

Cancellation & Rescheduling

A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
Appointments cancelled or rescheduled with less than 48 hours’ notice will result in the £50 deposit being retained as a cancellation fee.

Missed Appointments (No-Shows)

Failure to attend an appointment without prior notice will result in the £50 deposit being retained. Where no deposit has been taken, you agree that a £50 missed appointment fee may be charged to the payment method provided at booking.

Late Arrivals

Late arrival may result in reduced treatment time or inability to proceed with the appointment. In such cases, the full appointment fee or deposit may still be charged.

Late Payments & Outstanding Balances

All remaining balances are due on the day of treatment. Any unpaid balances must be settled within 24 hours. We reserve the right to charge the outstanding amount to the payment method provided at booking and/or restrict future bookings until the balance is cleared.

Missed or Failed Payments

If a payment is declined or fails, you agree to provide an alternative valid payment method within 24 hours. Failure to do so may result in recovery of the outstanding balance and restriction of future appointments.

Payment Authorisation

By booking an appointment, you confirm that you have read and agreed to this policy and authorise Medi Glow Aesthetics and Health to charge the applicable deposit, cancellation fee, missed appointment fee, or any outstanding balance to the payment method provided at the time of booking.

Client Responsibilities

You agree to provide accurate, current, and complete personal and medical information and to promptly notify us of any changes that may affect your treatment or appointment.

Discretion & Exceptional Circumstances

We reserve the right, at our sole discretion, to waive or reduce fees in genuine exceptional circumstances.

MediGlow Aesthetics & Health

  1. Purpose of Policy

This policy outlines the booking, cancellation, refund, and treatment terms applied by MediGlow Aesthetics & Health for laser hair removal and skin rejuvenation treatment packages using the Cutera Xeo+ platform.

This document is also provided to support compliance with finance partners including Buyline where clients may choose to pay for treatment packages using regulated consumer credit agreements.

  1. Consultation and Treatment Eligibility

All clients must undergo a clinical consultation and patch test prior to treatment.

Treatment will only proceed where the practitioner determines the client is medically suitable. MediGlow Aesthetics & Health reserves the right to decline or discontinue treatment if it is considered clinically unsafe or inappropriate.

If a client is deemed unsuitable before treatment begins, any payment made will be fully refunded.

  1. Booking Policy

Treatment sessions must be booked in advance and are subject to practitioner availability.

Treatment packages must be paid in full or financed through an approved finance provider prior to commencement of treatment.

Clients are responsible for attending scheduled appointments in accordance with the treatment plan recommended during consultation.

  1. Cancellation & Rescheduling

Clients must provide at least 48 hours notice to cancel or reschedule appointments.

Appointments cancelled with less than 48 hours notice, or missed appointments, may result in the session being deducted from the treatment package.

Repeated missed appointments may require future sessions to be booked with full upfront payment.

  1. Package Validity

Treatment packages must be used within the following timeframes:

  • 3–6 session packages: valid for 12 months

  • 7–10 session packages: valid for 18 months

Unused sessions after the expiry period will lapse and cannot be refunded.

Extensions may be granted only in exceptional medical circumstances such as pregnancy or documented medical contraindications.

  1. Cooling-Off Period

Where treatment packages are purchased remotely, clients may cancel within 14 days in accordance with the Consumer Contracts Regulations 2013 provided that treatment has not commenced.

Where treatment has begun during the cooling-off period with the client’s consent, the clinic may deduct the cost of sessions already delivered.

  1. Treatment Outcomes

Laser hair removal and skin rejuvenation treatments produce variable results depending on biological factors including hair type, skin type, hormonal influences and medical history.

MediGlow Aesthetics & Health does not guarantee permanent hair removal or specific treatment outcomes. Additional sessions may be required to achieve optimal results.

  1. Refund Policy

Treatment packages are discounted bundles of multiple sessions and are priced on the understanding that the full course of treatment will be completed.

Once treatment has commenced, packages are generally non-refundable except where required under UK consumer law.

If a client chooses to discontinue treatment mid-package, refunds will be calculated as:

Total package price – value of completed sessions at the clinic’s standard single-session rate – £50 administrative fee.

  1. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

  • Change of mind after treatment has commenced

  • Missed appointments or failure to attend scheduled sessions

  • Dissatisfaction with gradual treatment results where treatment was delivered with reasonable care and skill

  • Failure to follow aftercare instructions

  • Expired treatment packages

  1. Medical Contraindications During Treatment

If a client becomes medically unsuitable during a treatment course, the clinic may pause treatment, convert unused sessions into clinic credit, or offer a pro-rata refund for unused sessions where appropriate. Medical documentation may be required.

  1. Finance Agreements

Where treatment packages are purchased using Buyline or another finance provider, the finance agreement constitutes a separate regulated credit agreement between the client and the finance provider.

MediGlow Aesthetics & Health remains responsible only for the delivery of treatment services. Repayment obligations remain between the client and the finance provider.

Any applicable refunds will be processed in accordance with the finance provider’s procedures and may be applied to the outstanding credit balance.

  1. Service Delivery Confirmation

By commencing treatment, the client acknowledges that services have begun and agrees that completed sessions represent services already delivered.

Signed consent forms, consultation notes, and treatment records are maintained by the clinic to confirm service delivery.

  1. Chargeback & Finance Dispute Protection

In the event of a finance dispute, chargeback claim, or request to terminate a finance agreement after treatment has commenced, MediGlow Aesthetics & Health reserves the right to provide treatment records, signed consent forms, and appointment history as evidence of services delivered.

Completed treatment sessions are non-refundable services that have already been provided.

  1. Early Termination of Treatment Courses

Where a client elects to terminate a treatment course early, the clinic will calculate the value of treatments already delivered using the standard single-session pricing rather than the discounted package price.

Any remaining balance may be refunded only after deduction of these costs and administrative fees.

  1. Complaints Procedure

Clients are encouraged to notify the clinic of any concerns within 14 days of treatment.

The clinic will investigate complaints and may offer review consultations or corrective treatment where appropriate.

Where disputes cannot be resolved internally, the matter may be referred to Alternative Dispute Resolution (ADR).

  1. Governing Law

This policy is governed by the laws of England and Wales and aligns with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Prepared for finance partnership compliance (Buyline).