Refund policy
REGEN Clinic — Refunds, Cancellations & No-Show Policy
Last updated: 20 January 2025
This policy explains how we handle 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. Appointments & Pre-Payment
1.1 Full pre-payment is taken at the time of booking to reserve a therapist, a treatment room and the allocated time.
1.2 Pre-payment is not a deposit; it is payment for a specific time-slot and clinician capacity prepared for you.
2. Rescheduling & Cancellation (Services)
2.1 Standard individual treatments (non-couples/duo):
- 72+ hours’ notice: Free to reschedule or cancel. Any pre-payment will be converted to account credit.
- 48–72 hours’ notice: 50% of the service fee is charged. The remaining balance will be converted to account credit.
- Less than 48 hours’ notice or same-day cancellations: 100% of the service fee is charged and is non-refundable.
2.2 Couples / Duo treatments:
- All couples or duo treatments are subject to enhanced staffing and room allocation.
- Cancellations or refunds for couples/duo treatments will always incur an administrative fee, regardless of the notice period.
- Any approved refund will be issued as account credit only. Refunds are not returned to the original payment card.
2.3 Refund method:
- All refunds are issued as REGEN Clinic account credit.
- Card refunds are not offered due to processing and administrative costs.
2.4 How to cancel or reschedule:
Clients must contact us via email at info@regenclinic.co.uk or WhatsApp +44 7960 438968.
Messages received outside clinic opening hours will be timestamped according to our inbox or messaging platform and assessed accordingly.
3. Late Arrival & Missed Appointments
3.1 Please arrive 5–10 minutes early for check-in.
3.2 If you are 15 minutes late or more, or if there is insufficient time to complete your treatment safely, this is treated as a missed appointment and 100% of the fee applies.
3.3 Where possible, we may shorten a service to fit the remaining time without compromising safety; the full fee still applies.
3.4 These rules exist because last-minute gaps cannot be re-filled, and the therapist, room and bespoke products are prepared for you.
4. No-Shows
4.1 If you do not attend or contact us before your appointment, it is a no-show and the full fee applies.
5. Couples/Duo & Specialist Appointments
5.1 Some services (e.g., Couples/Duo Japanese Head Spa) require advance confirmation due to therapist/room coordination.
5.2 If we have not confirmed suitability/logistics in advance, we may need to reschedule. Standard cancellation/late/no-show terms still apply.
6. Courses, Packages & Memberships
6.1 Pre-paid courses/packages/memberships are non-refundable once started.
6.2 Missed or late/cancelled sessions follow the same rules above and may be deducted from the package.
6.3 Transfers are at the clinic’s discretion.
7. Medical Suitability & Safety
7.1 If undisclosed medical information, pregnancy status (where relevant), or non-adherence to pre-treatment guidance means we cannot safely proceed on the day, the appointment may be charged in full.
7.2 If we cancel for our reasons (e.g., staffing or equipment issues), you may choose a rebook, credit, or refund.
8. Retail Products (Skincare & Haircare)
8.1 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).
8.2 Online purchases (distance contracts): you may cancel within 14 days of delivery for a refund once the product is returned unopened and unused.
8.3 For hygiene reasons, opened or unsealed products cannot be returned unless faulty (Consumer Contracts Regulations 2013, Reg. 28).
8.4 Faulty items: If a product is faulty, you have rights under the Consumer Rights Act 2015. Contact us within 30 days for a refund, or a repair/replacement thereafter where appropriate.
9. Bespoke/Perishable Items
9.1 Bespoke items (e.g., personalised serums such as PRP-based formulations) and perishables are non-refundable unless faulty, as they cannot be re-used or re-sold safely.
10. Digital Content & Training (REGEN ACADEMY)
10.1 For digital courses or downloadable materials: once you access or download the content (after giving consent to immediate supply), the 14-day cancellation right is lost under UK law.
10.2 For in-person training days, the service cancellation terms in Section 2 apply.
11. Gift Cards & Vouchers
11.1 Non-refundable and non-transferable once issued.
11.2 Valid for 12 months from the purchase date unless stated otherwise.
11.3 Lost or expired vouchers cannot be replaced.
12. How Refunds Are Processed
12.1 Approved refunds are made to the original payment method.
12.2 Please allow 5–10 working days for your bank/card provider to process the credit.
12.3 We cannot refund to an alternative card or cash.
13. Fairness & Compliance
13.1 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).
13.2 This approach is standard in the beauty and aesthetics sector and is designed to keep our diary running smoothly for all clients.
14. Contact
14.1 Email: info@regenclinic.co.uk
14.2 WhatsApp: +44 7960 438968
14.3 Address: 44 King Street, Norwich, NR1 1PD