Cancellation Policy

When you book an appointment, clinical time is reserved specifically for you. Some appointments also require prescription products, personalised products, DNA test kits or other items to be ordered specifically for you.

Please read these terms carefully before booking. By making a booking and/or payment, you confirm that you have read and understood the applicable terms and conditions.

This section applies where the full appointment fee is paid at the time of booking, including appointments where a Fagron DNA test is being arranged, unless specific prescription appointment terms apply.

More than 7 working days before the appointment 15% administration charge, subject to a minimum charge of £20 Remaining balance refunded

More than 48 hours but 7 working days or less before the appointment 40% cancellation charge Remaining balance refunded

Within 48 hours of the appointment 40% cancellation charge, subject to a minimum charge of £30 Remaining balance refunded

Failure to attend / no-show 100% of appointment fee No refund

Working days are Monday to Friday and exclude UK bank holidays.

If you need to change your appointment but still wish to proceed with the same service:

More than 48 hours before the appointment: rescheduling is free of charge and your payment transfers to the new appointment.

Within 48 hours of the appointment: a £30 short-notice rescheduling charge applies. Your original payment transfers to the new appointment.

Failure to attend: the booking is treated as a no-show and 100% of the appointment fee is retained.

Rescheduling an appointment is different from cancelling it. If you still wish to receive the treatment or service, please ask us to reschedule rather than cancel your appointment.

The cancellation period is determined by how much notice remains before the appointment, not by how long ago the appointment was booked.

Booking an appointment at short notice does not create a new cancellation period.

Appointment booked 10 days ahead and cancelled 8 days before 15% administration charge, minimum £30

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 £50

Appointment booked today for later today and subsequently cancelled 40% cancellation charge, minimum £50

The same cancellation and rescheduling terms apply regardless of when the appointment was originally booked.

An £80 advance payment is required at the time of booking.

Changing your appointment – If you still want the treatment but need to change the appointment date:

More than 48 hours before the appointment

The full £80 transfers to the new appointment.

No additional rescheduling charge applies.

A £50 short-notice rescheduling charge applies.

£30 of your original £80 payment transfers to the new appointment.

The £50 charge is retained as the short-notice rescheduling charge.

If you decide that you no longer wish to proceed with the prescription treatment, the £80 advance payment will be retained where the prescription product has already been ordered specifically for you and cannot reasonably be used for another patient.

This is because the product/prescription has been arranged specifically for the named patient.

If you fail to attend your prescription treatment appointment without cancelling or rescheduling in accordance with these terms, the £80 advance payment will be retained.

This distinction is important.

If you… This is treated as…

Need a different appointment date but still want the same treatment Rescheduling

Decide you no longer want the treatment Cancellation

Change a prescription appointment more than 48 hours before Free rescheduling

Change a prescription appointment within 48 hours but still want treatment Short-notice rescheduling – £30 charge

Cancel a standard fully pre-paid appointment Standard cancellation terms apply

Fail to attend your appointment No-show

You pay £80 to secure a prescription treatment appointment.

You then contact us and say:

“I still want the treatment, but I need to change my appointment.”

If you contact us more than 48 hours before your appointment, the full £80 transfers to your new appointment and no additional charge applies.

If you contact us within 48 hours of your appointment, the £50 short-notice rescheduling charge applies and £30 transfers to your new appointment.

“I no longer want the treatment.”

This is treated as a cancellation. The £80 will be retained if the prescription product has already been ordered specifically for you and cannot reasonably be used for another patient.

Where a Fagron DNA test is being arranged, full payment is required before the personalised test kit is ordered.

Once the personalised kit has been ordered specifically for the named patient:

If you need to change your appointment but still wish to complete the test, your payment transfers to the new appointment, subject to the applicable rescheduling terms.

If you no longer wish to proceed with the test after the personalised kit has been ordered, the payment will be retained because the kit has been specifically ordered for you.

If you fail to attend, the applicable no-show terms will apply.

We understand that circumstances can change and that patients may occasionally need to alter their appointments.

However, repeated cancellations, rescheduling or no-shows can prevent other patients from accessing appointments and can result in significant administrative time and loss of clinical appointment availability.

Examples of repeated or excessive booking activity include:

Repeated appointment changes.

More than two changes to the same appointment within a three-month period.

Repeated short-notice cancellations.

Repeated no-shows.

Repeatedly booking and cancelling appointments.

Where there is a repeated pattern of cancellations or rescheduling, Renu Skin Clinic may:

Require future appointments to be paid in full at the time of booking.

Require a higher or full advance payment before securing an appointment.

Limit further appointment changes where appropriate.

Apply the relevant cancellation charges in accordance with these terms.

The Fair Use Policy is intended to ensure appointments remain available fairly to all patients.

We appreciate that genuine emergencies and unforeseen circumstances can occur.

Exceptional circumstances will be considered case-by-case.

If you are unable to attend because of an unexpected emergency, please contact the clinic as soon as possible and, where possible, before your appointment time.

Renu Skin Clinic may, at its discretion, waive or reduce a cancellation or rescheduling charge where there are genuine exceptional circumstances.

Any waiver is discretionary and does not create an entitlement to have future charges waived.

Where a refund is due, it will be calculated after the applicable administration or cancellation charge has been deducted.

Situation Refund

Refund due after an applicable cancellation charge Remaining balance refunded

Prescription product already ordered specifically for the patient Applicable non-refundable £80 retained

Fagron DNA kit already ordered specifically for the patient Payment retained

Standard administration/cancellation charge Deducted before any refund

Payment originally made electronically Refund returned to the original payment method

Refund processing times may depend on the payment provider or the patient’s bank.