Document Reference | POL-001 | Version | 1.0 |
Effective Date | 19/07/2026 | Review Date | 19/07/2027 |
Approved By | Marina King | Document Owner | Marina King |
Clinic | Zora Skin and Aesthetics Group | Status | Approved |
This policy explains how appointments cancellations, rescheduling, late arrivals and missed appointments are managed by Zora Skin and Aesthetics Group. Its purpose is to protect valuable clinic time while treating clients fairly and transparently.
This policy applies to all consultations, patch tests, prescriber appointments, treatments, treatment courses and other appointments booked with Zora Skin and Aesthetics Group, including appointments booked through the Faces booking system, by WhatsApp or directly with the clinic.
Zora Skin and Aesthetics Group understands that circumstances can change. Clients are asked to provide as much notice as possible when they need to cancel or rearrange an appointment. Any booking fee, deposit or cancellation charge will be clearly communicated, reasonable and applied in line with consumer law. Clients’ statutory rights are not affected.
The clinic owner is responsible for applying this policy consistently, keeping booking information accurate and considering exceptional circumstances fairly.
Clients are responsible for checking their appointment details, arriving on time and notifying the clinic promptly when they cannot attend.
5.1 Booking fees and deposits
A booking fee or deposit may be required to secure an appointment. The amount will be shown or confirmed at the time of booking and will normally be deducted from the final treatment cost.
5.2 Cancelling or rescheduling with at least 48 hours’ notice
Where at least 48 hours’ notice is provided, the booking fee or deposit may be transferred to another suitable appointment, subject to any reasonable, non-recoverable costs that were clearly disclosed before booking.
5.3 Cancelling with less than 48 hours’ notice
Where less than 48 hours’ notice is provided, the clinic may retain all or part of the booking fee or deposit, or apply a reasonable cancellation charge, to reflect the clinic’s direct loss. The clinic will take reasonable steps to refill the appointment and will not charge more than the loss reasonably incurred.
5.4 Missed appointments
Failure to attend without notice may result in the booking fee or deposit being retained. A new booking fee or deposit may be required before another appointment can be confirmed.
5.5 Late arrivals
Clients should arrive at the agreed time. A late arrival may reduce the available treatment time. Treatment will not be rushed or carried out where there is insufficient time to complete it safely. Where an appointment cannot proceed because of a significant late arrival, it may be treated as a late cancellation.
5.6 Prescriber appointments and specially ordered products
Where a prescription, prescribed product or other item has been obtained specifically for a client, any reasonable and non-recoverable cost may be deducted from a refund or charged following cancellation, but only where this was explained before the booking or order was confirmed.
5.7 Exceptional circumstances
Illness, emergencies and other exceptional circumstances will be considered individually. Clients should contact the clinic as soon as possible by WhatsApp so that a fair arrangement can be discussed.
5.8 Cancellation by the clinic
If Zora Skin and Aesthetics Group needs to cancel or rearrange an appointment, the client will be offered a suitable alternative or a full refund of any amount paid for the affected appointment. The clinic is not responsible for indirect costs such as travel, childcare or loss of earnings.
5.9 Treatment suitability
A treatment may be postponed or cancelled where it is not clinically appropriate or safe to proceed. Where the client has provided complete and accurate information and the clinic decides not to treat, any unused treatment payment will be refunded. Reasonable costs already incurred specifically for that client may be deducted only where lawful and previously disclosed.
5.10 How to cancel or reschedule
Clients should cancel or rearrange through the method stated in their booking confirmation or contact Zora Skin and Aesthetics Group by Business WhatsApp. A cancellation is only confirmed once the clinic or booking system has acknowledged it.
This policy will be available on the clinic website and may also be provided through the Faces booking system or appointment communications. Anyone working on behalf of the clinic must understand and apply it consistently.
Cancellations, missed appointments, complaints and disputes relating to booking charges will be monitored to check that this policy remains fair and effective. The policy will be reviewed annually, or sooner if legislation, booking arrangements or clinic procedures change.
Version | Date | Summary of Changes | Author | Approved By |
1.0 | 19/07/2026 | Initial issue | Marina King | Marina King |
