Refund policy
REGEN Clinic — Refunds, Cancellations & No-Show Policy
Last updated: 10 July 2026
This policy explains how we handle deposits, pre-payments, refunds, cancellations, late arrivals and no-shows for treatments, courses and product purchases made with REGEN Clinic. It uses UK English and follows UK consumer law. This policy does not affect your statutory rights.
1. Booking, Deposits & Pre-Payment
1.1 To reserve a therapist, treatment room and the time allocated to you, we take payment at the time of booking. The amount depends on the type of booking:
- 1.2 Single Japanese Head Spa, facials and standalone wellness treatments (for example a bespoke or ZO facial, massage, and scalp or wellbeing treatments) — a 50% deposit, deducted from the total cost of your treatment (it is not an additional charge), with the balance settled at the clinic.
- 1.3 Aesthetic, medical and skin treatments (for example anti-wrinkle injections, dermal fillers, Profhilo, PRP, polynucleotides, microneedling, chemical peels and HydraFacial) — full payment at the time of booking.
- 1.4 Couples and Duo treatments, Mini-Me & Me Japanese Head Spa, and Pregnancy Japanese Head Spa — full payment at the time of booking.
2. Single Head Spa, Facials & Standalone Wellness — rescheduling & cancellation
2.1 With at least 72 hours’ notice, your deposit is refundable or transferable to a new date.
2.2 For cancellations within 72 hours, or non-attendance, the deposit is retained to cover the reserved clinical time.
3. Aesthetic, Medical & Skin Treatments — rescheduling & cancellation
3.1 These appointments reserve dedicated clinical and, where applicable, doctor time, and are paid in full at booking.
3.2 These treatments are non-refundable. With at least 7 days’ notice, we will hold your payment as account credit, valid for 6 months and redeemable against a future treatment. Within 7 days, or for non-attendance, the payment is retained.
3.3 Where a treatment is doctor-led and includes a same-day consultation, the exception in Section 8 applies.
4. Couples/Duo, Mini-Me & Me, and Pregnancy Head Spa — rescheduling & cancellation
4.1 These bookings reserve two therapists and/or a private room and specialist preparation, and are paid in full at booking. Some couples or duo bookings may require advance confirmation of suitability and logistics.
4.2 These bookings are non-refundable. Where at least 7 days’ notice is given, we will endeavour to move your payment to a new date as account credit, at the clinic’s discretion. Otherwise the payment is retained.
5. Late Arrival & Missed Appointments
5.1 Please arrive 5–10 minutes early for check-in.
5.2 If you are 15 minutes late or more, or there is insufficient time to complete your treatment safely, this is treated as a missed appointment and the full fee applies.
5.3 Where possible we may shorten a service to fit the remaining time without compromising safety; the full fee still applies.
5.4 These rules exist because last-minute gaps cannot be re-filled, and the therapist, room and bespoke products are prepared for you.
6. No-Shows
6.1 If you do not attend, and do not contact us before your appointment, it is a no-show and the full fee applies.
7. If We Cancel or Cannot Provide Your Treatment
7.1 If we cancel for our own reasons (for example staffing or equipment issues), you may choose to rebook, take account credit, or receive a refund to your original payment method.
8. If Treatment Does Not Go Ahead After Your Same-Day Consultation
8.1 Every doctor-led treatment includes a consultation with Dr Chris on the same day, immediately before any treatment, to confirm the treatment is suitable and appropriate for you.
8.2 If, following that consultation, treatment does not go ahead — whether because Dr Chris advises it is not clinically appropriate, or you decide not to proceed — a £50 consultation fee applies, in recognition of the clinical assessment provided. You may then choose either a refund of the balance to your original payment method, or to hold the full amount as account credit (with no fee deducted), redeemable against a future treatment or a skincare purchase. This provision takes precedence over the general non-refundable and credit-only positions in this policy for this specific situation. This does not affect your statutory rights.
8.3 If treatment cannot safely proceed because relevant medical information was not disclosed, or pre-treatment guidance was not followed, the appointment may be charged in full.
9. Medical Suitability & Safety
9.1 All treatments are subject to clinical assessment and informed consent. We may decline, adapt or stop a treatment where it is clinically unsuitable or unsafe. Where we decline on the day for clinical reasons, Section 8 applies.
9.2 Suitability in pregnancy is assessed individually, and certain treatments are not offered in pregnancy. Our Pregnancy Japanese Head Spa is a specifically adapted treatment; suitability is confirmed with you before your booking is accepted.
10. Courses, Packages & Memberships
10.1 Pre-paid courses, packages and memberships are non-refundable once started.
10.2 Missed, late or cancelled sessions follow the rules above and may be deducted from the package.
10.3 Transfers are at the clinic’s discretion.
11. Retail Products (Skincare & Haircare)
11.1 Change of mind (store/clinic purchases): unopened, unused items in original sealed packaging may be returned within 14 days for store credit or exchange (proof of purchase required).
11.2 Online purchases (distance contracts): you may cancel within 14 days of delivery for a refund once the product is returned unopened and unused.
11.3 For hygiene reasons, opened or unsealed products cannot be returned unless faulty (Consumer Contracts Regulations 2013, Reg. 28).
11.4 Faulty items: you have rights under the Consumer Rights Act 2015. Contact us within 30 days for a refund, or a repair/replacement thereafter where appropriate.
11.5 Return postage: unless an item is faulty or sent in error, the cost of returning an online order is the customer’s responsibility. We recommend a tracked service, as we cannot accept responsibility for returns lost in transit.
12. Bespoke / Perishable Items
12.1 Bespoke items (for example personalised serums such as PRP-based formulations) and perishables are non-refundable unless faulty, as they cannot be re-used or re-sold safely.
13. Digital Content & Training (REGEN Academy)
13.1 For digital courses or downloadable materials: once you access or download the content (after consenting to immediate supply), the 14-day cancellation right is lost under UK law.
13.2 For in-person training days, the service cancellation terms above apply.
14. Gift Cards & Vouchers
14.1 Non-refundable and non-transferable once issued.
14.2 Valid for 12 months from the purchase date unless stated otherwise.
14.3 Lost or expired vouchers cannot be replaced.
15. How Refunds Are Processed
15.1 Where a refund is due, our default method is REGEN Clinic account credit, which can be used against any eligible treatment or skincare purchase.
15.2 A refund to your original payment method is made where: (a) we cancel or cannot provide your treatment (Section 7); (b) Section 8 applies and you choose a refund; or (c) you are exercising a statutory right (for example faulty goods, or a valid distance-selling cancellation of a retail product).
15.3 Please allow 5–10 working days for card refunds to reach your account. We cannot refund to an alternative card or in cash.
16. How to Cancel or Reschedule
16.1 Please contact us by email at info@theregenclinic.com or WhatsApp +44 7960 438968.
16.2 Messages received outside clinic opening hours are timestamped by our inbox or messaging platform and assessed accordingly.
17. Fairness & Compliance
17.1 Our charges for late cancellations, late arrivals and no-shows reflect the actual loss of a reserved clinical hour (therapist time, room usage and prepared products).
17.2 This approach is standard in the aesthetics sector and keeps our diary running smoothly for all clients.
18. Contact
18.1 Email: info@theregenclinic.com
18.2 WhatsApp: +44 7960 438968
18.3 Address: 44 King Street, Norwich, NR1 1PD