Cancellation & Refund Policy

Appointment cancellations

We ask for at least 48 hours' notice to cancel or reschedule any appointment. This allows us to offer your slot to another patient and keeps our doctor-led rota running fairly for everyone.

• 48 hours or more notice: free of charge — any deposit paid is refunded in full, or moved to a new appointment date, with no cancellation fee.
• Less than 48 hours' notice: your deposit is retained as a cancellation fee.
• Missed appointments ("no-shows"): charged the full price of the booked treatment, not just the deposit.

Deposits

Certain appointments require a deposit to secure your booking. Where an appointment goes ahead as planned, this deposit is deducted from the final cost of your treatment on the day. Deposits are retained as a cancellation fee for bookings cancelled with less than 48 hours' notice, as set out above. No-shows are charged the full treatment price rather than only the deposit — please ensure your payment details on file can cover this if you're unable to attend.

Treatment refunds

Because aesthetic and skin treatments are personalised and results vary between individuals, we are not able to guarantee a specific outcome, and refunds are not offered simply because a result differs from what was expected — this is exactly why we place such emphasis on an honest consultation before any treatment is agreed. Where a treatment has been carried out incorrectly or negligently, please contact us directly using our Complaints Procedure, and we will investigate properly.

Retail products

If you've purchased skincare or other retail products from us, you have the right to return unopened, unused products in their original packaging within 14 days of purchase for a refund, in line with your statutory rights under the Consumer Rights Act 2015. This does not apply to products that have been opened or used, for hygiene reasons.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. Please note that under the Consumer Contracts Regulations 2013, the standard 14-day "cooling off" right to cancel does not typically apply once a bespoke medical or aesthetic service has been performed at your request within that period — we recommend discussing this with us directly if you have any concerns before booking.

Contact us

To cancel, reschedule, or discuss a refund, contact us on 020 8226 0165 or via Pabau.