At Novalee Skin Tech Clinic, we are committed to providing exceptional patient care while ensuring fair scheduling and efficient service delivery. This policy outlines the terms governing appointment bookings, cancellations, rescheduling, refunds, and product returns.
1. General Policy
- All treatments and medical aesthetic services are non-refundable once they have been provided.
- Treatment outcomes vary from person to person. As such, refunds will not be granted based solely on dissatisfaction with cosmetic or aesthetic results where the treatment has been performed in accordance with accepted medical standards.
- Any concerns regarding treatment outcomes should be raised with the treating practitioner to allow for appropriate review and management.
- Unused prepaid services may qualify for a refund or clinic credit, subject to the conditions outlined in this policy.
2. Cashless Payment Policy
Novalee Skin Tech Clinic operates as a fully cashless facility.
Accepted payment methods include:
- M-Pesa
- Debit Cards
- Credit Cards
- Bank Transfers
- Other approved electronic payment methods
All refunds, where approved, will be processed using the original payment method whenever reasonably possible.
3. Booking Fee Requirement
- A booking or consultation fee is required to secure all appointments.
- The booking fee confirms your reservation and will be credited toward the cost of your scheduled treatment.
- Booking fees are non-refundable except where expressly provided under this policy.
4. Appointment Confirmation
To ensure efficient scheduling, appointment confirmations will be sent:
- Approximately one (1) week before the appointment; and
- Twenty-four (24) hours before the scheduled appointment.
Patients are encouraged to confirm or communicate any scheduling changes as soon as possible.
5. Cancellation and Rescheduling Notice
Patients must notify the clinic at least 24 hours before their scheduled appointment if they wish to cancel or reschedule.
Notification may be made via:
- Telephone
6. Late Cancellations
Where an appointment is cancelled or rescheduled less than 24 hours before the scheduled appointment:
- The booking or consultation fee will be forfeited.
- A new booking fee may be required to secure another appointment.
7. Late Arrivals and No-Shows
Patients arriving more than 30 minutes late may not be accommodated depending on the day’s schedule.
In such cases:
- The appointment may be treated as a late cancellation.
- The booking fee may be forfeited.
Patients who repeatedly fail to attend appointments without prior notice may be required to:
- Prepay the full treatment cost before future appointments; or
- Lose future booking privileges at the discretion of clinic management.
8. Emergency Circumstances
We understand that emergencies can occur.
Where a genuine emergency prevents attendance, management may, at its sole discretion:
- Transfer the booking fee to a future appointment; or
- Waive cancellation charges.
Supporting documentation may be requested where appropriate.
9. Prepaid Packages and Treatment Plans
- Treatment packages become non-refundable once treatment has commenced.
- Where treatment is discontinued due to verified medical reasons, management may approve a prorated refund for the unused portion.
- Any approved refund will be calculated after deducting:
- Services already received at their standard individual rates; and
- A 20% administrative fee on the remaining refundable balance.
- Prepaid treatments may be transferred to another individual only with prior written approval from clinic management.
10. Product Returns and Exchanges
Due to health and safety regulations:
- Skincare and retail products are generally non-refundable.
- Products may be exchanged within 7 days of purchase provided they are:
- Unopened;
- Unused;
- In their original packaging, and
- Accompanied by proof of purchase.
- Products that are defective or cause a documented adverse reaction may qualify for replacement or refund following assessment by the clinic.
- Adverse reactions should be reported within 72 hours of first use.
11. Cancellation Procedure
To cancel or reschedule an appointment:
- Contact the clinic by phone, WhatsApp, or email.
- Receive confirmation of your cancellation or new appointment.
- Where applicable, cancellation fees will be deducted from the booking fee already paid.
- Our team will assist in arranging the next available appointment.
12. Refund Process
Where a refund is permitted under this policy:
- Requests must be submitted in writing to clinic management.
- Proof of payment or purchase must be provided.
- Approved refunds will be processed within 14 business days.
- Refunds will be made using the original payment method or, where agreed, as clinic credit.
13. Medical Exceptions
Refunds may be considered where:
- A qualified medical practitioner determines that treatment should not continue due to a medical contraindication;
- Continuing treatment would present a significant health risk; or
- Management determines that exceptional circumstances justify a refund.
Supporting medical documentation may be required.
Refunds relating to surgical procedures are considered only in exceptional circumstances and require approval by the Clinic Director.
14. Informed Consent
Before undergoing treatment, every patient must:
- Complete the appropriate medical consultation forms;
- Provide informed consent;
- Acknowledge the potential risks, benefits, expected outcomes, and limitations of treatment; and
- Confirm that they have read and understood this Cancellation, Rescheduling & Refund Policy.
15. Contact Information
For cancellations, rescheduling, or refund enquiries, please contact:
Novalee Skin Tech Clinic
Phone: +254 712 859 410
WhatsApp: +254 712 859 410
16. Policy Review
This policy may be updated periodically to reflect changes in clinic operations, applicable laws, or best medical practice.
Novalee Skin Tech Clinic reserves the right to amend this policy at any time without prior notice. The latest version will always be available on our website and at the clinic.
Management also reserves the right to exercise reasonable discretion in exceptional circumstances where strict application of this policy would result in an unfair outcome.
