Legal & Policies
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 statutory rights
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.
Cancelling or rescheduling an appointment
You can reschedule or cancel your appointment online from the booking management link in your confirmation email, up to 48 hours before your appointment. Within 48 hours, online cancellation and rescheduling are no longer available and your booking is subject to this policy — please call us on 020 8050 0750 so our team can help you directly. Reschedule: each booking allows up to three free reschedules; a fourth or subsequent reschedule incurs the full treatment fee. Cancellation fee: cancellations made or confirmed with us within 24 hours of your appointment, or if you do not attend, incur the full treatment fee, whether the cancellation is made online (where the 48-hour notice above still applies) or arranged with our team by phone. If you are unwell or affected by an emergency, please contact us as soon as you can so we can discuss your options sympathetically. You can also contact us by phone on 020 8050 0750 or email support@kclinics.co.uk for any booking changes.
Deposits
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 48 hours' notice of a reschedule or at least 24 hours' notice of a cancellation, and may be retained where shorter notice is given or you do not attend, as set out above.
Online prepaid purchases and the 14-day cooling-off period
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 support@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
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. Gift vouchers and gift cards are sold at, and always redeemed at, their full selected value — no discount code, promotional offer or other price reduction can be applied to their purchase price. Gift vouchers and gift cards cannot be used towards injectable treatments (including anti-wrinkle injections, dermal filler and fat-dissolving) or CO2 laser treatments; these are excluded from redemption and this is checked automatically when a voucher is applied.
Refunds on products and treatments
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.
Circumstances beyond our control
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.
How to contact us
For anything relating to cancellations or refunds, please contact us at support@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.
Version 1 · in effect from 2 October 2026