IH AESTHETICS SANCTUARY LTD ONLINE BOOKING, PAYMENT, CANCELLATION, RESCHEDULING AND ATTENDANCE POLICY Effective date: 1 January 2026 Last reviewed: 4 August 2026 Next scheduled review: 1 January 2030 1. Purpose and application of this policy IH Aesthetics Sanctuary Ltd operates by appointment only. Appointment times are reserved specifically for each client, with appropriate time allocated for consultation, clinical assessment, consent, clinical photography, treatment and aftercare. This policy explains the terms that apply when a client books or attends: * A complimentary consultation; * A treatment appointment; * A review appointment; * An appointment forming part of a treatment course or package; or * Any other appointment provided by IH Aesthetics Sanctuary. It covers: * Complimentary consultations; * Treatment booking fees; * Appointment confirmation; * Payments; * Cancellations and rescheduling; * The permitted online booking changes; * Late cancellations and late rescheduling; * Failure to attend; * Late arrival; * Clinical suitability and refusal of treatment; * Treatment courses, packages and promotional bookings; * Appointments changed or cancelled by the clinic; * Refunds; and * Future booking restrictions. Clients must read this policy before completing a booking and paying a booking fee. These terms apply whether the booking is made online, through the clinic, by email, by telephone, through social media or by another agreed method. 2. Clinic details IH Aesthetics Sanctuary Ltd Company number: 16134973 Registered office: 18 Kingston Road, New Malden, England, KT3 3LS Clinic trading address: Talex Beauty Studio 194 Cheam Common Road Worcester Park London KT4 8QW Email: info@ihaestheticssanctuary.co.uk 3. Complimentary consultations Clients may book a complimentary consultation for any treatment offered by IH Aesthetics Sanctuary. No booking fee is required for a complimentary consultation unless the client has previously been informed that different terms apply because of repeated late cancellations or failures to attend. A complimentary consultation: * Provides an opportunity to discuss the client’s concerns, expectations and treatment options; * May include a review of relevant medical history and an initial assessment of potential clinical suitability; * Does not guarantee that any particular treatment will be recommended or provided; * Does not create an obligation for the client to proceed with treatment; * Does not include treatment unless this has been separately agreed, sufficient time is available and all clinical, prescribing, consent and payment requirements have been completed; and * Does not reserve a future treatment appointment unless the treatment appointment is booked separately. Where a separate assessment by an independent prescriber is clinically or legally required, this will be explained to the client. Clients should provide as much notice as possible if they cannot attend a complimentary consultation. Repeated late cancellation, repeated rescheduling or failure to attend a complimentary consultation may result in: * Online booking being restricted or disabled; * The client being required to contact the clinic directly to book; * A £50 booking fee being required for a future consultation or treatment appointment; * Full advance payment being required for a future appointment; or * The clinic declining to accept further non-urgent bookings. No late-cancellation charge will normally be made for a complimentary consultation unless a charge was clearly disclosed and accepted before that particular booking. 4. £50 treatment booking fee A fixed £50 booking fee is required when a client books an actual treatment appointment. The £50 booking fee: * Secures the selected appointment date and time; * Is part-payment towards the booked treatment; * Will be deducted from the total treatment price when treatment proceeds as booked; * Is not an additional charge when treatment proceeds; * Applies separately to each treatment appointment booked; * Cannot be transferred to another client or person; and * Is subject to the cancellation, rescheduling and attendance terms in this policy. A treatment appointment is not confirmed until: * The required £50 booking fee has been paid successfully; * The clinic or booking platform has accepted the booking; and * Appointment confirmation has been issued. Payment of a booking fee does not guarantee that a requested treatment is clinically suitable or will be provided. Treatment remains subject to consultation, medical assessment, valid informed consent, clinical photography, any required prescribing arrangements, product availability and the practitioner’s professional judgement. 5. Remaining treatment balance Unless otherwise agreed in writing, the remaining treatment balance is payable on the day of the appointment before or immediately after treatment, as directed by the clinic. If the final treatment plan, product or quantity differs from the original booking following clinical assessment and the client agrees to proceed, the final price will be explained before treatment begins. The clinic may decline to provide further non-urgent services while a valid outstanding balance remains unpaid. 6. Payment processing Payments and card details may be processed through Stripe, the clinic’s booking platform or another payment provider identified during the booking process. IH Aesthetics Sanctuary does not ordinarily receive or store a client’s complete card number or card security code. No additional payment will be taken from a stored card unless the client has authorised it or another lawful and clearly disclosed contractual basis applies. Clients are responsible for ensuring that the payment information supplied is accurate and that they are authorised to use the selected payment method. 7. Appointment confirmation and client responsibility Clients are responsible for: * Providing accurate and current contact details; * Checking the treatment, appointment date, start time and location shown in the confirmation; * Contacting the clinic promptly if any booking information is incorrect; * Reading appointment confirmations, preparation instructions and relevant policies; * Allowing sufficient travel time; * Providing complete and accurate medical information; * Informing the clinic promptly about relevant changes to health, medication, allergies, pregnancy or breastfeeding status; * Informing the clinic about recent or planned dental treatment, surgery, vaccination, illness or infection where relevant to treatment; and * Cancelling or rescheduling within the required timeframe if they cannot attend. Appointment reminders are a courtesy and cannot be guaranteed. Failure to receive, open or read a reminder does not remove the client’s responsibility to attend or to cancel or reschedule within the permitted notice period. 8. The 72-hour notice requirement Clients must provide at least 72 hours’ notice, calculated from the scheduled appointment date and start time, to cancel or reschedule a treatment appointment without forfeiting the £50 booking fee. For example, an appointment at 2:00 pm on Friday must be cancelled or rescheduled no later than 2:00 pm on Tuesday. At exactly 72 hours before the appointment, the request remains within the permitted notice period. Once the appointment is 71 hours and 59 minutes away or less, the request is late and the £50 booking fee will be retained, subject to applicable consumer law and any exception confirmed by the clinic. This policy may refer to “less than 72 hours’ notice”, “71 hours and 59 minutes or less” or a “late change”. These expressions have the same meaning. 9. One online cancellation or rescheduling action Each appointment may be cancelled or rescheduled online once only, while the online change function remains available. The client may use this single online change to: * Cancel the appointment; or * Reschedule the appointment to another available date and time. Once the client has completed one online cancellation or rescheduling action, further online cancellation or rescheduling will be disabled for that booking. If another change is required, the client must contact IH Aesthetics Sanctuary directly. A second or subsequent cancellation or rescheduling request will not be available to complete online. Direct contact with the clinic does not automatically entitle the client to a further change, transfer or refund. Any further request: * Must still comply with the 72-hour notice requirement; * Is subject to appointment availability; * Will be reviewed individually; and * Must be confirmed by the clinic before it is effective. The clinic may require the existing appointment to be cancelled and a new booking, together with a new £50 booking fee, to be created. 10. Cancelling with at least 72 hours’ notice Where a treatment appointment is cancelled at least 72 hours before its scheduled start time: * The £50 booking fee will normally be eligible for refund to the original payment method; * The cancellation will count as the client’s one permitted online change if completed online; * Any separate, unavoidable and non-recoverable appointment-specific cost will only be deducted where it was clearly disclosed and agreed before the client became liable for it; and * Payment-provider or bank processing times may apply after a refund is authorised. The clinic will not normally issue a refund to a different card, bank account or person. 11. Rescheduling with at least 72 hours’ notice Where a treatment appointment is rescheduled at least 72 hours before its scheduled start time: * The £50 booking fee may be transferred once to the replacement appointment; * The replacement appointment is subject to availability; * The rescheduling will count as the client’s one permitted online change if completed online; * The notice period is calculated from the original appointment date and time; and * Any difference in treatment price remains payable. A transferred booking fee cannot be moved repeatedly between appointments. Any request to change the replacement appointment must be made directly to the clinic and will be considered under Section 9. 12. Late cancellation A cancellation received less than 72 hours before the scheduled appointment start time is a late cancellation. This means that if the appointment is 71 hours and 59 minutes away or less when the cancellation is received: * The £50 booking fee will be retained and will not be refunded; * The booking fee cannot be transferred to another appointment; * The booking fee cannot be used as credit towards another treatment; * The booking fee cannot be transferred to another person; and * A new £50 booking fee will be required to secure another treatment appointment. The booking fee is retained as a reasonable contribution towards the appointment time reserved, administration already undertaken and losses caused by the reduced opportunity to offer the appointment to another client. It will not be applied as a penalty or retained beyond the loss the clinic is legally entitled to recover. 13. Late rescheduling request A request to move an appointment received less than 72 hours before the original appointment start time will be treated in the same way as a late cancellation. The original £50 booking fee will be retained and will not transfer to the replacement appointment. A new £50 booking fee will be required before another treatment appointment is confirmed. Sending a message does not pause or extend the notice period. The time of the request is the time it is received through an approved contact method. 14. Failure to attend and no-shows A client will be treated as having failed to attend or as a no-show where the client: * Does not arrive for the appointment; * Has not cancelled at least 72 hours beforehand; * Does not contact the clinic before the appointment; * Arrives so late that the appointment cannot safely or reasonably proceed; or * Leaves before the consultation or treatment without the practitioner’s agreement. For a treatment appointment: * The £50 booking fee will be retained and will not be refunded; * The booking fee will not be transferred or credited to another appointment; * A new £50 booking fee will be required for a new treatment appointment; * The clinic may restrict or disable online booking; * The client may be required to contact the clinic directly for future bookings; and * Full payment in advance may be required for future appointments. The clinic will not apply a second £50 no-show fee where the existing £50 booking fee has already been retained for the same appointment. Repeated failures to attend may result in the clinic declining to accept further non-urgent bookings. 15. Late arrival Clients should arrive at the confirmed appointment time. A client who expects to be late should contact the clinic as soon as possible. Where a client arrives late: * The appointment may need to be shortened to avoid delaying other clients; * Only treatment that can be completed safely within the remaining time will be considered; * Treatment may be modified, postponed or declined if insufficient time remains for consultation, assessment, prescribing, informed consent, clinical photography, treatment or aftercare; * The practitioner will not rush or compromise clinical safety, hygiene, consent, treatment quality or record-keeping; and * The appointment will be cancelled if the client is more than 15 minutes late or if insufficient time remains to proceed safely, even where the delay is shorter. Where lateness means that the appointment cannot proceed, it may be treated as a late cancellation or failure to attend and the £50 booking fee may be retained. The clinic cannot guarantee that a late appointment can be extended because this may affect subsequent clients. 16. Illness, infection and exceptional circumstances Clients should contact the clinic before attending if they: * Feel acutely unwell; * Have symptoms of a contagious illness; * Have an active infection, cold sore, skin infection, inflammation or open wound near the proposed treatment area; * Have recently started antibiotics or another relevant medication; * Have undergone recent dental work, surgery, vaccination or another medical procedure that may affect treatment; * Are pregnant, believe they may be pregnant or are breastfeeding; or * Have experienced a significant change in their medical history. Clients should not attend while knowingly contagious solely to avoid losing a booking fee. The clinic may consider a reasonable exception where a late cancellation, late rescheduling request or failure to attend results from a genuine emergency or exceptional circumstance. Any exception: * Will be considered individually and compassionately; * Is not guaranteed; * May require reasonable supporting information; * Must be confirmed by the clinic; * Does not create a precedent for future bookings; and * Does not prevent the clinic from retaining any reasonable, clearly disclosed and irrecoverable appointment-specific cost. Clients should not send excessive or unnecessary medical information when requesting an exception. 17. Clinical assessment and treatment suitability Booking an appointment and paying a booking fee do not guarantee that treatment will be provided. Every treatment remains subject to: * An appropriate consultation; * Review of the client’s medical history, medications, allergies and relevant treatment history; * Clinical assessment; * Identification of contraindications and relevant risks; * Valid informed consent; * Required clinical photography; * Any required independent prescriber assessment or prescription; * Availability of an appropriate product and equipment; and * The practitioner’s professional judgement. IH Aesthetics Sanctuary may decline, postpone, modify or stop treatment where proceeding would be unsafe, clinically inappropriate, outside the practitioner’s scope of practice, contrary to professional or insurance requirements, or unlikely to meet the client’s needs. Clinical safety and the practitioner’s professional judgement take priority over completing a booked treatment. 18. When treatment cannot proceed The treatment and booking-fee outcome will depend on why treatment cannot proceed. Where treatment cannot proceed because the client: * Withheld relevant medical or treatment information; * Provided inaccurate or materially incomplete information; * Attended with a known contraindication that should reasonably have been disclosed earlier; * Failed to follow reasonable pre-treatment instructions; * Attended while intoxicated or under the influence of alcohol or non-prescribed drugs; * Is unable or unwilling to provide valid informed consent; * Refuses required confidential clinical photography; or * Requests treatment that the practitioner considers clinically inappropriate, the appointment may be treated as having been used and the £50 booking fee may be retained where this reasonably reflects the clinic’s resulting loss. Where the client disclosed all relevant information accurately and promptly, but the practitioner determines for a reason the client could not reasonably have known beforehand that treatment is unsuitable, the clinic will discuss appropriate options. Depending on the circumstances, these may include: * An alternative clinically suitable treatment agreed with the client; * Postponement; * Transfer of the booking fee; * Account credit; or * A full or partial refund. Any decision will take account of the circumstances, work already undertaken, appointment-specific costs and applicable consumer law. 19. Refusal or discontinuation of treatment IH Aesthetics Sanctuary may refuse or discontinue non-urgent treatment where: * Treatment would not be clinically appropriate or safe; * The client has expectations that cannot reasonably be met; * Valid informed consent cannot be obtained or is withdrawn; * Required prescribing arrangements cannot be completed; * The client behaves in an abusive, threatening, discriminatory, sexually inappropriate or otherwise unacceptable manner; * The client compromises the safety, privacy or dignity of another person; * The professional practitioner-client relationship has broken down; * Valid payment obligations have not been met; or * Continuing treatment would conflict with legal, ethical, professional, clinical-governance or insurance requirements. Where appropriate and safe, the clinic will explain the reason and any available next steps. 20. Clients under 18 IH Aesthetics Sanctuary does not provide cosmetic injectable treatments to anyone under 18. Proof of age may be requested. Treatment may be refused if satisfactory proof cannot be provided. A parent or guardian cannot consent on behalf of a person under 18 to a cosmetic injectable treatment prohibited by law. 21. Children and accompanying persons Clients should not bring children or additional guests unless this has been agreed with the clinic in advance. Children must not be left unattended. If the presence of a child or accompanying person prevents a confidential consultation, valid consent, safe treatment or appropriate infection-control practice, the appointment may need to be postponed or cancelled. An accompanying person may be asked to leave the treatment room to protect confidentiality, support an independent consultation or maintain clinical safety. Where the appointment cannot proceed because these requirements were not followed, the £50 booking fee may be retained where this reasonably reflects the clinic’s loss. 22. Treatment courses and packages Appointments forming part of a prepaid course, package or promotional booking remain subject to this policy. Unless separate written package terms state otherwise: * Each session must be booked separately unless arranged by the clinic; * Recommended treatment intervals should be followed; * Every session remains subject to the 72-hour notice requirement; * Each session may be changed online once, after which direct contact is required; * A session cancelled or rescheduled late, or missed without attendance, may be treated as used where this is fair and proportionate; * A replacement session is not automatically included; * Packages cannot normally be transferred to another person; * Package expiry dates and material conditions will be disclosed before purchase; and * Results may be affected if treatment intervals are delayed or sessions are missed. The clinic will not retain a booking fee and deduct a full prepaid session value for the same loss. Any deduction will be applied fairly, proportionately and consistently with applicable consumer law. 23. Prescribing, pharmacy and specially ordered products Some treatments may require: * A separate prescribing assessment; * A prescription; * Pharmacy preparation or dispensing; * A product ordered specifically for the client; or * Other appointment-specific preparation or expenditure. Any separate prescriber, pharmacy or specially ordered product charge for which the client will be liable will be explained before the cost is incurred. Where a reasonable appointment-specific cost has already been irreversibly incurred following the client’s instruction, it may not be refundable if the client later cancels, provided the cost and relevant cancellation term were clearly disclosed and agreed in advance. Prescription-only medicines cannot be transferred to another person. 24. Offers, discounts and promotions Unless the specific promotion states otherwise, promotional prices: * Apply only during the stated promotional or redemption period; * Cannot be combined with another offer or discount; * Have no cash value; * Remain subject to clinical suitability; * May have separate expiry or redemption conditions disclosed before purchase; and * Do not override this policy. 25. Treatment prices and changes to the treatment plan Current treatment prices will be displayed through the clinic’s approved price list or booking platform. Prices may change from time to time. The price applicable to an appointment will normally be the price confirmed when the booking is made, unless: * The client requests a different treatment; * Clinical assessment indicates that a different product, quantity or treatment plan is required and the client agrees; * The original price was an obvious error; or * The service was clearly advertised as starting “from” a stated price. Any material price change will be explained and agreed before treatment proceeds. 26. Results, reviews and additional treatment Results vary between individuals. No exact result, duration or outcome can be guaranteed. A review appointment does not automatically include: * Additional product; * Additional treatment; * A complimentary adjustment; or * Correction of an outcome caused by factors outside the practitioner’s reasonable control. Any additional treatment will be based on clinical assessment and may incur a further charge. Treatment-specific review arrangements will be explained during consultation and informed consent. 27. Appointments cancelled or changed by the clinic The clinic may need to cancel, postpone or change an appointment because of: * Practitioner illness or emergency; * Prescriber or pharmacy issues; * Product unavailability, defect or recall; * Equipment failure; * Premises, utility or safety problems; * Severe weather or travel disruption; * Regulatory, legal, professional or insurance requirements; or * Other circumstances outside the clinic’s reasonable control. Where the clinic cancels a treatment appointment, the client will be offered: * Transfer of the £50 booking fee and any other advance treatment payment to a replacement appointment; or * A full refund of the £50 booking fee and any treatment payment made for the cancelled appointment. The clinic will provide as much notice as reasonably possible. The clinic will not normally be responsible for indirect losses such as travel, parking, childcare, accommodation or loss of earnings, except where liability cannot lawfully be excluded or limited. 28. Refunds Where a refund is due, it will normally be authorised promptly and returned to the original payment method. The time taken for the funds to appear may depend on the payment provider and the client’s bank or card issuer. Refunds will not normally be made: * In cash where the original payment was made by card; * To another person; * To a different card or bank account; or * For a treatment already properly provided merely because the client changes their mind or the result differs from a subjective expectation, without prejudice to any legal right or remedy. Nothing in this policy affects a refund, repeat performance, price reduction or other remedy to which a client is legally entitled. 29. Communication and when notice is received Clients should cancel or reschedule through the online booking platform. After one online change, or whenever online cancellation or rescheduling is unavailable, the client must contact the clinic directly: Email: info@ihaestheticssanctuary.co.uk Public social-media comments must not be used to cancel or reschedule an appointment. A cancellation or rescheduling request is effective when it is received by the clinic or recorded successfully by the booking platform, not when the client begins composing or attempting to send it. Clients should retain the booking-platform confirmation, email or message showing the date and time of their request. If no automated confirmation is received, the client should contact the clinic promptly via email: info@ihaestheticssanctuary.co.uk 30. Privacy and confidentiality Personal, medical, photographic, booking and payment-related information will be handled in accordance with the clinic’s Privacy Policy and Privacy Notice and applicable data-protection law. The booking platform, Stripe and other authorised service providers may process information to administer appointments and payments. This policy does not replace the clinic’s: * Privacy Policy and Privacy Notice; * Medical-history assessment; * Treatment-specific consultation and consent documents; * Clinical-photography requirements and any separate marketing-photography consent; * Complaints procedure; or * Treatment-specific aftercare instructions. 31. Outstanding balances and future bookings Where a valid charge or balance remains unpaid, or where a client has repeatedly cancelled late, rescheduled late or failed to attend, the clinic may: * Request payment of the outstanding balance; * Decline to accept another booking until the balance is settled; * Require the client to contact the clinic directly; * Restrict or disable online booking; * Require a £50 booking fee for an appointment that would otherwise be complimentary; * Require full payment in advance for a future appointment; or * Decline further non-urgent bookings. Any restriction, recovery action or payment requirement will be applied reasonably, proportionately and lawfully. 32. Consumer cancellation rights and statutory rights Nothing in this policy excludes or restricts any right or remedy that cannot lawfully be excluded or restricted. Where a statutory cancellation right applies to an online, telephone or other distance booking, the client may exercise that right in accordance with applicable law. If the client expressly requests that a service begins during a statutory cancellation period, the clinic may be entitled to charge a proportionate amount for a service already supplied before cancellation, where the applicable legal requirements have been met. The separate 72-hour operational cancellation rule does not remove any statutory cancellation right that applies. The clinic will apply booking-fee retention and cancellation terms fairly and proportionately. The £50 fee is intended to reflect reasonable loss arising from reserved appointment time, administration and reduced opportunity to refill the appointment. It is not intended to operate as a penalty. When reviewing a disputed fee, the clinic may consider: * The amount of notice provided; * Whether the appointment was or could reasonably have been refilled; * Practitioner time reserved; * Administrative work already completed; * Prescriber, pharmacy or product costs already incurred; * Costs avoided because treatment did not proceed; and * Other direct losses resulting from the cancellation or failure to attend. The clinic will not recover the same loss twice. If applying a term in a particular case would result in the clinic retaining more than its reasonable loss or would otherwise be unlawful, the charge or retention will be reduced accordingly. These terms are subject to the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where applicable, and other relevant UK consumer law. If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue to apply. 33. Complaints and disputed charges Questions, complaints or disputes concerning a booking, payment, cancellation or retained booking fee should be sent promptly to: IH Aesthetics Sanctuary Ltd Email: info@ihaestheticssanctuary.co.uk The clinic will review: * The booking record; * The notice provided; * Any relevant communications; * Appointment-specific costs; * Whether the appointment was refilled; and * Any exceptional circumstances. Clinical concerns should be reported promptly through the clinic’s clinical contact route. Urgent symptoms, including any visual disturbance or loss of vision, breathing difficulty, severe or increasing pain, marked skin colour changes, rapidly worsening swelling, or signs of a severe allergic reaction, must be treated as a medical emergency and must not wait for an administrative response from the clinic. Clients must call 999 or attend their nearest A&E department immediately. If symptoms are concerning but not immediately life-threatening, clients should contact NHS 111 for urgent advice. Formal complaints will be managed under the clinic’s complaints procedure. 34. Changes to this policy IH Aesthetics Sanctuary may update this policy when its services, booking platform, operational arrangements, professional requirements or applicable law change. The version accepted when an appointment was booked will normally apply to that appointment unless: * A change is required by law; * The revised term benefits the client; or * The client expressly agrees to the revised term. The effective date and review date will be displayed at the beginning of the policy. 35. Agreement to this policy By completing a booking, paying the required £50 booking fee or instructing the clinic to make a booking on their behalf, the client confirms that they: * Were given access to this policy before becoming bound by the booking; * Had a reasonable opportunity to read it; * Understand that consultations are complimentary but actual treatment appointments require a £50 booking fee; * Understand that the £50 fee is deducted from the treatment price when treatment proceeds; * Understand that at least 72 hours’ notice is required to cancel or reschedule without losing the £50 booking fee; * Understand that 71 hours and 59 minutes or less is late; * Understand that only one cancellation or rescheduling action is available online for each booking; * Understand that any further change must be requested directly from the clinic and is not automatically approved; * Understand that the £50 booking fee will be retained following a late cancellation, late rescheduling request or failure to attend, subject to applicable law; * Agree to provide accurate and complete information relevant to treatment; and * Agree to these booking terms, subject always to their statutory rights. Acceptance of this policy does not replace valid informed consent to treatment and does not constitute consent to marketing or public use of clinical photographs.