Cancellation, Rescheduling & Payment Policy
Effective: January 2026 | Version 1.0 | Review: January 2027
When you book an appointment, clinical time is reserved specifically for you. Some appointments also require prescription items, personalised products or test kits to be ordered specifically for you.
Please ensure you understand the applicable terms before making payment.
1. Standard Fully Pre-Paid Appointments
This applies where the full appointment fee is paid at the time of booking including Fagron DNA tests
| When you cancel | Charge / outcome | |
|---|---|---|
| More than 7 working days before appointment | 15% administration charge, subject to a minimum charge of £20. Remaining balance refunded. | |
| 7 working days or less, but more than 48 hours before appointment | 40% cancellation charge. Remaining balance refunded. | |
| Within 48 hours of appointment | 40% cancellation charge, subject to a minimum charge of £30. Remaining balance refunded. | |
| Failure to attend / no-show | 100% of appointment fee retained. | |
| Need to change the appointment date | More than 48 hours Reschedule free of charge,
No Show 100% charge
|
Short-notice bookings
The cancellation period is determined by how much notice remains before the appointment, not by how long ago the appointment was booked.
| Example | Applicable charge |
|---|---|
| Appointment booked 10 days ahead and cancelled 8 days before | 15% administration charge |
| Appointment booked 10 days ahead and cancelled 5 days before | 40% cancellation charge |
| Appointment booked today for tomorrow and subsequently cancelled | 40% cancellation charge, minimum £30 |
| Appointment booked today for later today and subsequently cancelled | 40% cancellation charge, minimum £30 |
Booking an appointment at short notice does not create a new cancellation period.
2. Prescription Treatment Appointments
Where a prescription product needs to be ordered specifically for you, an £80 advance payment is required when booking.
The £80 is part of the treatment cost, not an additional fee.
Example
| Treatment cost | Amount |
|---|---|
| Total treatment | £380 |
| Paid at booking | £80 |
| Balance payable on treatment day | £300 |
Prescription Appointment Changes & Cancellations
| Circumstance | What happens |
|---|---|
| Change appointment with more than 48 hours’ notice | £80 transfers to your new appointment. No additional charge. |
| Change appointment within 48 hours | £30 short-notice rescheduling charge. Your £50 remaining still transfers to your new appointment. |
| Decide you no longer want the treatment | £80 is retained where the prescription product has been ordered specifically for you and cannot be used for another patient. |
| Cancel within 48 hours and no longer want treatment | £80 retained |
| Fail to attend | £80 retained |
| Change date and continue with treatment | This is treated as a rescheduling, not a cancellation. |
Example
You pay £80 to secure a prescription treatment appointment.
You then phone the following day and say:
“I still want the treatment, but I need to change my appointment.” As long as this is not outwith the 48 hour notice period then
The £80 is transferred to your new appointment ( outwith ) and a £30 short-notice rescheduling charge applies because the request is made within 48 hours of the appointment. £50 ill transfer
If instead you say:
“I no longer want the treatment.”
The £80 is retained, because the prescription has been ordered specifically for you.
4. Rescheduling vs Cancellation
This distinction is important.
| If you… | This is treated as… |
|---|---|
| Need a different appointment date but still want the same treatment/test | Rescheduling |
| Decide you no longer want the treatment/test | Cancellation |
| Change a prescription appointment within 48 hours but still want to proceed | Short-notice rescheduling – £30 charge |
| Cancel a standard fully pre-paid appointment | Standard cancellation terms apply |
| Fail to attend | No-show |
If you still want the service, please ask us to reschedule rather than cancel your booking.
5. Fair Use Policy
We understand that circumstances change and occasionally appointments need to be moved.
However, repeated changes can prevent other patients from accessing appointments and create additional administration for the clinic.
| Fair Use circumstances | Possible action |
|---|---|
| Repeated appointment changes | Further changes may be restricted |
| More than 2 changes to the same appointment within 3 months | May be considered excessive rescheduling |
| Repeated short-notice cancellations | Cancellation charges may apply |
| Repeated no-shows | Future appointments may require full payment |
| Repeated booking and cancelling | Future bookings may require full payment |
Renu reserves the right to apply the Fair Use Policy where there is a repeated pattern of cancellations or rescheduling.
6. Exceptional Circumstances
We appreciate that genuine emergencies can occur.
| Circumstance | What to do |
|---|---|
| Exceptional circumstances | Considered case-by-case Contact us as soon as possible |
| Waiving a cancellation charge | At the discretion of Renu Skin Clinic |
We ask that patients contact us as soon as they know they cannot attend.
7. Refunds
| Situation | Refund |
|---|---|
| Refund due after applicable cancellation charge | Remaining balance refunded |
| Prescription product already ordered specifically for patient | Applicable non-refundable £80 retained |
| Fagron DNA kit already ordered specifically for patient | Payment retained |
| Standard administration/cancellation charge | Deducted before refund where applicable |
| Payment originally made electronically | Refund returned to the original payment method |
Refund processing times may depend on the payment provider or patient’s bank.
8. At-a-Glance Summary
| Appointment type | Change >48 hrs | Change <48 hrs | Decide not to proceed | No-show |
|---|---|---|---|---|
| Standard fully pre-paid | Payment transfers | Payment transfers* | Standard cancellation charge applies | 100% retained |
| Prescription treatment – £80 advance | £80 transfers | £30 charge + £50 transfers | £80 retained | £80 retained |
*Repeated or excessive changes may be subject to the Fair Use Policy.
Important Booking Information
Short-notice appointments:
If you book an appointment for the following day or within 48 hours, the applicable short-notice cancellation terms apply immediately. Booking at short notice does not provide a new cancellation period.
Prescription appointments:
The £80 advance payment is retained if you decide you no longer want the treatment because the prescription has been ordered specifically for you. If you simply need to change the date and still want the treatment, the £80 transfers to your new appointmentnif within the time frame . A £30 short-notice rescheduling charge applies when the change is requested within 48 hours.
Fagron DNA testing:
Full payment is taken before the personalised kit is ordered. If you change the appointment and still want the test, payment transfers. If you no longer want the test after the kit has been ordered, payment is retained.
By booking and/or making payment, you confirm that you have read and understood the applicable Renu Skin Clinic Cancellation, Rescheduling & Payment Policy.
Renu Skin Clinic
Cancellation, Rescheduling & Payment Policy
Version 1.0 | January 2026 | Review January 2027