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Booking and cancellation policy

Version 1.1 · Last updated: 5 October 2026

What changed in 1.1: Adds the optional client soft opt-in when requesting or booking a treatment; clinical consent, cancellations and liability terms are unchanged.

The short version

1. About this policy

1.1 This policy applies to consultations and treatments at Refined Medical Aesthetics, however you book them: on our website, in the Refined app, by phone, by WhatsApp or in person. It forms part of your agreement with us when you book.

1.2 Your agreement for treatment is with Rachel Storey, trading as Refined Medical Aesthetics (a sole trader) ("we", "us", "our"), Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. Treatments are carried out by our qualified practitioners, and your booking tells you who your practitioner is. Our founder, Rachel Storey, is an NMC-registered nurse.

1.3 Our clinic system is our main record. Bookings are made in our clinic system, Pabau, and payments and deposits are taken on its secure payment page. Your appointments, payments, deposits, forms and consents are held there. The Refined app shows information from the clinic system and passes your requests to it. If the app and the clinic system show something different, the clinic system's record applies. The app may be unavailable or out of date at times, so if you are unsure about an appointment, check your booking confirmation or contact us. Please also read our treatment information and consent notice.

1.4 Our opening hours are Monday to Friday 9am to 7pm and Saturday 9am to 5pm. Sunday appointments are available by request. "Working day" in this policy means Monday to Friday, excluding bank holidays.

1.5 After you request or book a treatment in the app, we may email offers for our own similar treatments and skincare, and text a verified mobile, under PECR regulation 22(3); tick "Don't send me offers" when confirming or opt out later, and any earlier refusal still applies (see our privacy notice).

2. Before you book

2.1 You must be 18 or over. We may ask you for photo ID. The law does not allow some cosmetic treatments for anyone under 18, and we may set a higher minimum age for some treatments.

2.2 Every new client starts with a free consultation (section 3). Returning clients may book treatments directly, but your practitioner will always check that nothing has changed before treating you.

2.3 Prescription-only treatments are only given after a face-to-face consultation, and when an appropriately qualified prescriber has prescribed them. If a prescription-only treatment is not suitable for you, you will not be charged for it.

2.4 If you have a medical condition, take any medicines, have allergies, are pregnant or breastfeeding, or have an important event coming up, please tell us when you book or before your appointment.

3. The free consultation

3.1 Consultations are free and last about 30 minutes. There is no obligation to book any treatment.

3.2 At your consultation your practitioner will go through your goals, your medical history and your options, including the option of no treatment. With your consent they may take photographs for your clinical record. You will be told the price of any recommended treatment before you agree to it.

3.3 Your practitioner may ask you to take time to think before a treatment, particularly for injectable or prescription-only treatments.

3.4 Because consultations are free, we do not charge for a missed consultation. If you miss consultations without letting us know, we may ask for a deposit before booking you again.

4. Paying for your treatment

4.1 When you book a treatment, you can choose to:

4.2 Deposits are always paid by card, including Apple Pay and Google Pay. Klarna cannot be used for a deposit.

4.3 Klarna. You can use Klarna to pay the full price when you book, or to pay the balance, if Klarna approves you. Klarna's own checks, terms and fees apply, and your agreement to repay is with Klarna, not with us. Klarna may not be available for every payment. If a refund is due on a Klarna payment, we refund Klarna, and Klarna adjusts your agreement.

4.4 You can pay a balance at the clinic by card, Apple Pay, Google Pay or Klarna (using a payment link we send you).

4.5 The price is the price confirmed when you book. If your practitioner recommends a change at your appointment, for example a different treatment or amount of product, they will tell you the new price before treating you, and you can decide whether to go ahead. We refund any difference if the treatment costs less, and you pay any difference if it costs more.

4.6 Courses and packages are paid for in advance as shown when you buy them. See section 13.

5.1 Before your first appointment, please complete your medical history and consent forms in our clinic system. We will send you a link, and you can also find it in the app. Please update your details before every appointment if anything has changed.

5.2 Please answer every question fully and honestly. Your practitioner relies on this information to keep you safe, and you are responsible for the information you give us. If you do not tell us something relevant, it may put your health at risk, and it may mean we cannot treat you (section 6).

5.3 You will be asked to sign a consent form for your treatment. You can ask questions, and you can change your mind at any time before your treatment starts.

5.4 If your forms are not completed before you arrive, we will use part of your appointment to complete them. If there is then not enough time to treat you safely, we will rebook you, and this is not treated as a late cancellation unless we had reminded you to complete them and you did not.

6. When your practitioner may decline to treat

6.1 Your practitioner will only treat you if they believe the treatment is safe and suitable for you. They may decline, postpone or change a treatment, for example if:

6.2 If your practitioner declines or postpones a treatment for a reason you could not reasonably have known about, we will refund what you paid for that treatment in full, or move it to a new date if you prefer.

6.3 If your practitioner declines to treat because you did not tell us something relevant that we asked about when booking, or on your medical history form, or because you arrived under the influence of alcohol or drugs, it is treated as a late cancellation (section 7).

7. Changing or cancelling your appointment

7.1 With at least 48 hours' notice. You can move your appointment, or cancel it, free of charge. If you move it, your payment moves to the new appointment. If you cancel, we refund what you paid in full.

7.2 With less than 48 hours' notice. If you cancel or move your appointment with less than 48 hours' notice, we keep your deposit to cover the time we reserved for you. If you paid in full, we keep an amount equal to the deposit (30% of the treatment price) and refund the rest.

7.3 One free pass if you are ill. We would rather you did not come in unwell, for example with an infection, a cold sore or a fever, because it can make treatment unsafe. If you are ill and tell us before your appointment time, we will move your appointment to a new date and your payment moves with it. We do not keep your deposit, even if you give us less than 48 hours' notice. You can use this free pass once in any 12 months. After that, section 7.2 applies as usual.

7.4 To cancel or move an appointment, use the app, reply to your booking confirmation, email [email protected] or WhatsApp 07583 321635. Notice counts from when we receive your message.

7.5 Section 7 is subject to your cooling-off right in section 8.

8.1 If you book a consultation or treatment online, in the app, by phone or by message, rather than in person at the clinic, you have a legal right to cancel within 14 days of the day you book, without giving a reason (the "cooling-off period").

8.2 If your appointment is within those 14 days, then by booking it you are asking us to provide the service during the cooling-off period. You can still cancel before your appointment and receive a full refund.

8.3 Once your treatment has been fully carried out, you no longer have the right to cancel it. When you book, we ask you to confirm that you understand this.

8.4 If you cancel a course or package during the cooling-off period after part of it has been carried out, you pay for the part you have received, in proportion to the total price, and we refund the rest.

8.5 To cancel under this section, tell us clearly before the 14 days end, by any of the ways in 7.4 or by using the form at the end of this policy. We refund you within 14 days of you telling us, using the same payment method you used.

8.6 After the cooling-off period has ended, section 7 applies. As far as the law allows, section 9 (missed appointments) applies at any time.

9. Missed appointments and late arrival

9.1 If you miss your appointment without letting us know, we keep your deposit. If you paid in full, we keep an amount equal to the deposit (30% of the treatment price) and refund the rest. If you missed it because the app showed you the wrong date or time, and you could not reasonably have known from your booking confirmation, we will not treat it as a missed appointment.

9.2 If you miss two appointments without letting us know, we may ask you to pay in full when you book in future, or we may decline further bookings.

9.3 If you are running late, please tell us as soon as you can, using "Running late" in the app or by WhatsApp. If you arrive more than 15 minutes late, your practitioner may not have enough time to treat you safely. If they can still carry out your treatment safely in the time left, the price stays the same. If they cannot, we will rebook you and it is treated as a late cancellation (section 7.2).

10. If we need to cancel or move your appointment

10.1 Occasionally we may need to cancel or move an appointment, for example if your practitioner is unwell or there is an emergency. We will tell you as soon as we can and offer you a new time. If you prefer, we will refund everything you paid for that appointment.

10.2 We are not responsible for losses caused by events outside our reasonable control. Otherwise, section 15 explains our responsibility to you.

11. The waiting list and "a time has opened" offers

11.1 You can join the waiting list for some treatments in the app. Joining is free and does not guarantee an appointment.

11.2 If a time becomes free, we may offer it to people on the waiting list. The first person to accept is given the time, and holds it for 30 minutes to complete the booking. If the booking is not completed in that time, the time may be offered to someone else.

11.3 Prescription-only treatments are never offered through the waiting list. They are always arranged through a consultation.

12. Review appointments

12.1 Where we offer a review appointment after your treatment (for example about two weeks later), there is no charge for the review itself. Whether any further treatment is needed at a review is your practitioner's clinical decision, and they will tell you the price of anything that is not included before carrying it out.

12.2 Reminders in the app about when a treatment or review may be due are a convenience only. Your practitioner decides what is right for you.

13. Courses and packages

13.1 A course or package is a set of sessions bought together at a package price. Courses and packages are agreed with your practitioner, booked with us and paid in our clinic system; they cannot be bought in the Refined app, which shows "Book with us" instead. Sessions must be used within 12 months of purchase unless we agree otherwise, and your practitioner plans the timing between sessions.

13.2 If your practitioner decides that further sessions are not safe or suitable for you, we refund the sessions you have not had.

13.3 Outside the cooling-off period, if you decide to stop a course or package, we refund the sessions you have not had, after charging the sessions you have had at the standard single-session price. You never pay more than the package price, and we will show you how the refund is worked out.

13.4 Section 7 applies to each session in a course or package.

14. Refunds

14.1 We refund using the same payment method you used, unless you agree to something else. Klarna payments are refunded to Klarna.

14.2 We aim to refund within 5 working days, and in any case within 14 days, of agreeing a refund. Your bank or Klarna may take a few more days to show it.

15. Our responsibility to you

15.1 We will provide consultations and treatments with reasonable care and skill, as the law requires.

15.2 Everyone's body responds differently. We cannot promise any particular result, and results are not guaranteed. Your practitioner will explain what you can realistically expect, and the risks, before you agree to treatment.

15.3 What we never limit. Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence or the negligence of anyone working for us, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude. Your legal rights as a consumer are not affected.

15.4 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this policy or our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, for indirect or consequential loss, or for business losses.

15.5 To the extent the law allows, we are not responsible for harm that results from you not giving us accurate or complete information about your health when we asked, or from you not following the aftercare advice we gave you.

15.6 The limit. Apart from the liability in 15.3, our total liability to you for any treatment is limited to the price you paid for that treatment. This never stops you getting back the price you paid where the law entitles you to it.

15.7 We hold medical indemnity insurance for the treatments we provide.

15.8 Other companies' services, such as Klarna and the payment page of our clinic system, are governed by their own terms. We are not responsible for their failures, except where the law says we are.

16. Being kind to each other

16.1 We will always treat you with respect. We ask the same of you. We may end an appointment, or decline future bookings, if anyone is abusive, threatening or discriminatory towards our team.

16.2 If you need any adjustments to make your visit easier, for example because of a disability, please tell us. The clinic is in a garden pod off the main road on Double Row; ask us about access before your first visit.

17. Changes, complaints and law

17.1 We may update this policy for a valid reason, such as a change in the law or in how we take bookings. The version shown when you book applies to that booking.

17.2 If you are unhappy with anything, please see our complaints procedure.

17.3 This policy is governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring them in Scotland or in England and Wales. If you live in Northern Ireland, you can bring them in Northern Ireland or in England and Wales.

Cancellation form (cooling-off period)

You can use this form to cancel within the cooling-off period. You do not have to use it: an email or message that says clearly that you are cancelling is enough.

To: Rachel Storey, trading as Refined Medical Aesthetics, Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. Email: [email protected].

I give notice that I cancel my contract for the following service: (name of the consultation, treatment, course or package)

Booked on: (date) · Appointment date: (date)

Name: · Address: · Signature (only if you send this form on paper): · Date: