Fitness Labz Booking Policy

1. Appointments and Deposits

• A deposit is required to secure all appointments.
• Deposit amount: £25 to £50 depending on the treatment type, appointment length, and clinical preparation required.
• Deposits are deducted from the total price on the day of treatment.
• Your appointment is confirmed only once the deposit has cleared.

2. Cancellation Notice Periods and Deposit Retention

We apply notice periods to protect clinical time and, where relevant, to cover reasonable costs connected with treatment preparation, prescribing, and product ordering.

A) IV Treatments and Anti-Wrinkle Injections

• If you cancel or rearrange with less than 24 hours' notice, your deposit is forfeited.
• Anti-wrinkle appointments may involve time-sensitive clinical administration and may incur prescriber-related costs or product ordering.

B) All Other Treatments (including dermal fillers)

• If you cancel or rearrange with less than 12 hours' notice, your deposit is forfeited.

3. Rescheduling

• One reschedule is permitted without penalty if you provide notice within the relevant time limit and subject to availability.
• Repeated rescheduling may require a new deposit to secure a further appointment slot.

4. Late Arrival and Non-Attendance

• Please arrive on time. If you arrive late, your treatment time may be reduced to keep the clinic running safely and on schedule.
• If you are more than 10 minutes late, or if the treatment cannot be delivered safely within the remaining slot, we may need to cancel the appointment and treat it as a late cancellation (deposit forfeited).
• Failure to attend without notice will result in loss of deposit and may require prepayment for future bookings.

5. Refunds and Exceptional Circumstances

• Deposits are non-refundable where the relevant notice period is not met.
• If we can reallocate your cancelled slot at short notice, we may, at our discretion, offer a credit towards a future appointment.
• If we cancel your appointment, you will be offered a full deposit refund or the option to transfer the deposit to a new date.
• Where a deposit exceeds our reasonable costs for a late cancellation, we will consider a partial refund of the balance on request, assessed case-by-case.

6. Pricing and Payments

• Treatment prices may vary following consultation if the treatment plan changes for safety or clinical suitability.
• Any outstanding balance is due before treatment begins unless agreed otherwise in writing.

7. Eligibility and Age Requirements

• You must be 18+ for cosmetic injections such as anti-wrinkle injections and dermal fillers in England, except where a statutory clinical exemption applies.
• We may request photo identification where age is uncertain.

8. Consultation, Informed Consent, and Clinical Suitability

• A consultation and informed consent are required before any procedure.
• We may postpone or decline treatment if it is not clinically appropriate or safe (for example: pregnancy or breastfeeding, certain medicines, active infection, uncontrolled medical conditions, or intoxication).
• If treatment is deferred for safety reasons, we will explain the decision and discuss suitable options, including rescheduling.

9. Prescribing and Product Integrity

• Where treatment is subject to prescription or clinical authorisation, it will only proceed when the appropriate assessment has been completed.
• We do not administer client-provided products.

10. Distance Bookings and Statutory Cancellation Rights

If you book online, by phone, or off-premises, consumer cancellation rights may apply in some circumstances under UK consumer law. If you ask us to provide services within the statutory cooling-off period, you acknowledge that you may be required to pay for the proportion of services provided up to the point of cancellation, where permitted by law.

11. Data Protection and Confidentiality

We process personal data in accordance with UK GDPR and the Data Protection Act 2018. Health information is treated as sensitive (special category) data and is handled with enhanced safeguards. We collect only what is necessary to provide safe care and keep information confidential and secure.

12. Complaints and Feedback

If you are unhappy with any aspect of your care, please contact us as soon as possible so we can investigate and resolve concerns promptly and fairly.