KClinics
We want every visit to KClinics to feel calm and considered, and that includes knowing where you stand if your plans change. This policy explains how to cancel or reschedule an appointment, how deposits and prepaid purchases are handled, and the circumstances in which a refund may apply. None of the terms below affect your statutory rights under UK consumer law.
Your rights under the Consumer Rights Act 2015 always apply alongside this policy. Treatments and services must be carried out with reasonable care and skill; if a service falls short, you may be entitled to have it put right or to a price reduction. Nothing in this policy limits or removes these statutory rights.
You are welcome to cancel or reschedule any appointment free of charge up to 24 hours before its start time. Simply call us on 020 8050 0750 or email hello@kclinics.co.uk, quoting your name and appointment details. Where a cancellation or reschedule is requested within 24 hours of the appointment, or where you do not attend, a fee may apply and any deposit paid may be retained to cover the reserved clinical time. If you are unwell or affected by an emergency, please contact us as soon as you can so we can discuss your options sympathetically.
We may ask for a deposit to secure certain appointments, particularly longer treatments and consultations with a practitioner. Deposits are applied to the cost of your treatment. A deposit is fully refundable or transferable when you give at least 24 hours' notice of a cancellation or reschedule, and may be retained where shorter notice is given or you do not attend, as set out above.
If you buy a prepaid package, course of treatment or gift voucher online, the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period in which you may cancel for a full refund. To cancel, email hello@kclinics.co.uk with your order details and proof of purchase within 14 days. If you ask us to begin a service during the cooling-off period and it is then fully performed, your right to cancel is lost; if only part has been used, we may make a proportionate deduction for what you have received. Purchases made in person at the clinic are not subject to the 14-day cooling-off period.
Prepaid packages, courses and gift vouchers are valid for 12 months from the date of purchase. Please book in good time so you do not lose unused sessions. Vouchers and packages are non-transferable between people and between treatment areas unless we agree otherwise in writing, and cannot be exchanged for cash. If illness or a medical condition prevents you from completing a course, please contact us and we will do our best to find a fair solution; supporting documentation may be requested.
Where a refund is due under your statutory rights or this policy, we will process it using your original payment method, normally within 14 days of agreeing the refund. Retail products may be returned in line with your statutory rights; for hygiene reasons, certain opened skincare or personal items may not be returnable unless faulty. Completed treatments are not refundable simply because results vary between individuals, but if you have any concerns about a result please contact us so we can review your care.
If we have to postpone an appointment because of events beyond our reasonable control, such as severe weather, illness affecting a practitioner or government restrictions, we will offer you the earliest suitable alternative date or, where you prefer, a refund of any sum paid for an appointment we are unable to provide.
For anything relating to cancellations or refunds, please contact us at hello@kclinics.co.uk or 020 8050 0750, or write to KClinics, 4 Charterhouse Buildings, Goswell Road, Clerkenwell, Islington, London EC1M 7AN. We may update this policy from time to time and will publish the current version on our website.