Cancellation, refund and prepaid package policy

Thank you for choosing Beauty & Laser by Aga. This policy applies to treatment bookings, prepaid treatment packages, courses, promotional offers, gift vouchers and related purchases.

Please read this policy carefully before making a purchase. By purchasing a treatment or package, booking an appointment or beginning a course of treatment, you confirm that you have read and accepted this policy.

1. Change of mind and general refund policy

Treatments, prepaid treatment packages, promotional packages, courses and gift vouchers purchased in person at the clinic are non-refundable if the client changes their mind.

For eligible purchases made entirely online or by telephone, the client may have a statutory 14-day cooling-off period as explained below.

Once the applicable 14-day cooling-off period has expired, all purchases are final. No refund will be provided solely because the client:

  • changes their mind;
  • changes their personal or financial circumstances;
  • moves away or becomes unable to attend the clinic;
  • does not complete the recommended course;
  • fails to book appointments before the package expiry date;
  • misses or cancels appointments contrary to this policy;
  • no longer wishes to continue treatment;
  • finds the treatment uncomfortable despite the expected sensations having been explained;
  • is dissatisfied with the speed or level of results; or
  • purchases the same or a similar service elsewhere.

This policy does not affect the client’s statutory consumer rights. Nothing in this policy excludes any right or remedy that cannot legally be excluded under UK consumer law.

2. Online and telephone purchases

Where an eligible prepaid package or gift voucher is purchased entirely online or by telephone, the client may have the right to cancel the purchase within 14 calendar days from the date the contract is made, without giving a reason.

To exercise this right, the client must notify Beauty & Laser by Aga in writing within the 14-day period and provide proof of purchase.

A request submitted after the 14-day cooling-off period will not qualify for a change-of-mind refund.

If the client asks for treatment to begin during the cooling-off period, the client expressly requests early performance of the service. If the client then exercises a valid cancellation right, Beauty & Laser by Aga may deduct the proportionate value of any consultation, patch test, treatment or other service already provided, where permitted by law.

If the service has been fully performed during the cooling-off period at the client’s express request and with the legally required acknowledgement, the cancellation right may no longer apply.

The statutory cooling-off period does not normally apply to purchases completed in person at the clinic.

3. Treatment results

Treatment outcomes vary between individuals. They may be affected by factors including:

  • skin or hair condition;
  • hormones and hormonal conditions;
  • age and genetics;
  • medical history;
  • medication;
  • lifestyle;
  • weight changes;
  • sun exposure;
  • treatment intervals;
  • the number of treatments completed; and
  • compliance with preparation and aftercare instructions.

Beauty & Laser by Aga does not guarantee a specific result, percentage reduction, number of centimetres lost, amount of weight lost or a permanent outcome unless such a guarantee has been expressly provided in writing.

Before-and-after photographs, testimonials and results achieved by other clients are illustrative examples and do not guarantee that another client will achieve the same outcome.

A lack of the desired or expected result does not, by itself, mean that a treatment was performed incorrectly and does not automatically entitle the client to a refund, provided the service was delivered safely, professionally, with reasonable care and skill and in accordance with the agreed treatment plan.

Results should not be assessed before the recommended course and appropriate review period have been completed, unless treatment must be stopped for a medical or safety reason.

4. Prepaid treatment packages

Prepaid packages are offered at a reduced package price on the understanding that the client intends to complete the agreed course of treatment.

Packages:

  • are personal to the named client;
  • cannot be divided between clients;
  • cannot be resold or transferred to another person;
  • cannot be exchanged for cash;
  • cannot be transferred to another clinic or practitioner; and
  • cannot be exchanged for different treatments or treatment areas without prior written agreement from Beauty & Laser by Aga.

Any discretionary change to a treatment, treatment area or package does not create an entitlement to a cash refund.

Packages containing fewer than 10 sessions are valid for 12 months from the date of purchase. Packages containing 10 or more sessions are valid for 18 months from the date of purchase, unless a different expiry date was clearly stated and accepted at the time of purchase.

The client is responsible for arranging appointments with sufficient notice to complete the package before its expiry date. Appointment availability close to the expiry date cannot be guaranteed.

Unused sessions remaining after the expiry date are non-refundable, subject to the client’s statutory rights.

5. Medical circumstances and treatment suitability

All treatments are subject to consultation, medical suitability, informed consent and, where required, a patch test.

The client must provide complete and accurate information about their health, medical conditions, pregnancy or breastfeeding status, medication, supplements, recent procedures, skin changes and any other matter that may affect treatment safety.

The client must inform Beauty & Laser by Aga about relevant changes before every appointment.

If treatment cannot proceed because the client failed to disclose a known contraindication or provided incomplete or inaccurate information, a refund is not guaranteed. Depending on the circumstances, Beauty & Laser by Aga may offer postponement, an alternative suitable treatment, account credit or another reasonable solution.

Where treatment must be paused because of a genuine and newly arising medical reason, the client must contact the clinic as soon as reasonably possible. Supporting evidence from an appropriate healthcare professional may be requested.

Depending on the individual circumstances, Beauty & Laser by Aga may, at its discretion and subject to applicable consumer law, offer:

  • an extension of the package expiry date;
  • treatment credit;
  • an alternative suitable treatment; or
  • another reasonable solution.

A change-of-mind cash refund will not automatically be provided because of a temporary medical restriction.

If Beauty & Laser by Aga determines before any treatment has been provided that the client is unsuitable for the purchased treatment, the clinic will discuss an appropriate alternative, postponement, account credit or any refund required under applicable law.

6. Appointment cancellations and non-attendance

At least 48 hours’ notice is required to cancel or reschedule an appointment.

Where less than 48 hours’ notice is provided, Beauty & Laser by Aga may:

  • retain the booking deposit;
  • apply a reasonable late-cancellation charge; or
  • deduct one session from a prepaid package.

Failure to attend an appointment without notice will be treated as a late cancellation. The full treatment price may be charged or one session may be deducted from the client’s package.

Repeated late cancellations or non-attendance may result in future appointments requiring full payment in advance or the clinic declining further bookings.

If the client becomes unwell or experiences a genuine emergency within 48 hours of the appointment, the client should contact the clinic as soon as possible. Exceptional circumstances may be considered individually and reasonable supporting evidence may be requested.

7. Adverse reactions and treatment concerns

Expected temporary reactions explained during consultation or described in the consent form, preparation instructions or aftercare advice do not automatically mean that the treatment was performed incorrectly.

If the client experiences an unexpected or concerning reaction, the client must:

  • contact Beauty & Laser by Aga as soon as reasonably possible;
  • provide accurate information about the reaction;
  • provide photographs where reasonably requested;
  • follow the aftercare and safety instructions provided; and
  • attend an assessment or review where reasonably required.

Beauty & Laser by Aga must be given a reasonable opportunity to assess and investigate the concern before a refund or other remedy is considered.

Where appropriate, the clinic may offer review, corrective care, repeat performance, an alternative treatment, postponement or another remedy in accordance with UK consumer law.

Refusing to provide reasonable information, refusing an appropriate assessment or failing to follow the agreed aftercare may limit the clinic’s ability to investigate the concern. It does not, however, remove any statutory rights the client may have.

8. Treatments cancelled by Beauty & Laser by Aga

If Beauty & Laser by Aga cancels an appointment, the payment or package session will be transferred to a mutually agreed alternative date.

If Beauty & Laser by Aga becomes permanently unable to provide prepaid services, the client will be offered an appropriate alternative, account credit or a refund for any eligible services that cannot be provided, as required by applicable law.

9. Klarna, Stripe and third-party payment providers

Purchases made through Klarna, Stripe or another finance or payment provider remain subject to this policy and the separate terms of the relevant provider.

An instalment plan does not make the treatment package a pay-as-you-go arrangement. The client remains responsible for the agreed payment plan unless and until a cancellation or adjustment has been formally approved.

The client must continue making scheduled payments until the payment or finance provider confirms that the plan has been adjusted or cancelled.

Any approved refund will normally be returned through the original payment method. Processing times may depend on the relevant bank, finance company or payment provider.

10. Gift vouchers

Gift vouchers:

  • cannot be exchanged for cash;
  • are non-refundable for change of mind;
  • are personal to the recipient unless otherwise agreed;
  • are valid for 12 months from the purchase date unless a different expiry date is stated; and
  • must be presented or verified before use.

Lost, stolen, expired or partially used vouchers cannot normally be replaced or refunded, except where required by law.

Eligible gift vouchers purchased entirely online or by telephone remain subject to any applicable statutory cooling-off rights.

11. Refund requests and investigation

All refund requests must be submitted in writing and must include:

  • the client’s full name;
  • contact details;
  • date of purchase;
  • name of the treatment or package;
  • proof of payment;
  • dates of any treatments already received;
  • a clear explanation of the reason for the request; and
  • any relevant supporting evidence.

Submitting a refund request does not mean that a refund has been approved.

Each request will be reviewed individually against this policy, the treatment records, signed consent forms, consultation information, attendance history, aftercare compliance and applicable UK consumer law.

Beauty & Laser by Aga may request reasonable additional information or invite the client to attend an assessment before making a decision.

Requests containing false, misleading or materially incomplete information may be declined where lawful. Suspected fraudulent refund requests, dishonest payment disputes or false chargeback claims may be challenged using relevant booking records, payment records, signed documents, correspondence, photographs and treatment documentation.

Nothing in this section prevents a client from exercising a genuine statutory right or raising a legitimate concern with their payment provider.

Where a refund is legally required or otherwise approved, it will normally be returned through the original payment method. Any refund will be limited to the eligible amount after taking account of services already provided and any lawful deductions.

Processing times may depend on the bank, Klarna, Stripe or another payment provider.

12. Statutory rights and policy updates

Nothing in this policy excludes or limits any rights, remedies or liabilities that cannot legally be excluded or limited under UK consumer law.

Beauty & Laser by Aga reserves the right to update this policy. The version provided to and accepted by the client at the time of purchase will apply to that purchase.