Deposits and changes.

Before you book

Every treatment begins with a consultation, and treatments are available to adults aged eighteen and over. Online booking asks for your date of birth and will not complete for anyone under eighteen.

Some treatments need a consultation, and in some cases a patch test, before they can be carried out. Where that applies, the booking system offers you a consultation first rather than the treatment itself.

The deposit

A deposit is taken when you book. It is not an extra charge: it comes off what you pay on the day.

You see the exact amount on screen before you pay, and it is repeated in your confirmation email along with the balance due at the appointment.

Moving your appointment

Seventy two hours or more before your appointment, you can move it as often as you need, free of charge, using your secure manage link.

Between twenty four and seventy two hours before, you can move it once, free of charge. Your deposit travels with you to the new time.

Under twenty four hours, appointments cannot be moved online. Please write to us and we will do what we can.

Cancelling

Cancel seventy two hours or more before your appointment and your deposit is refunded in full.

Cancel between twenty four and seventy two hours before and the deposit is not refunded, but you keep the one free move described above.

Cancel under twenty four hours before and the deposit is not refunded. The screen tells you which of these applies before you confirm, so nothing comes as a surprise afterwards.

How the windows are counted

The windows are counted from the start time of your appointment, in real hours. Exactly seventy two hours before counts as inside the seventy two hour window, so a request at that moment is treated in your favour. Our clock is the one that decides, not the clock on your device, and clock changes in spring and autumn do not shift the result.

If we have to cancel

If the clinic cancels your appointment for any reason, your deposit is refunded in full and you are offered a new time first, before those slots go back on general release.

How far ahead to book

Online booking asks for at least twenty four hours notice, so the last day or so is not offered on screen. If you need something sooner, write to us and we will tell you honestly whether it is possible.

Running late

If you are running late, tell us as soon as you know. Appointments are back to back in a single room, so time that has gone cannot be added to the end.

When you arrive late, we do what can be done safely in the time that is left, and that sometimes means a shorter version of what you booked. If too little time remains to do it properly, it is treated as a missed appointment, because the room and the hour were held for you.

This is a judgement Pelin makes case by case rather than a stopwatch, and traffic on a bad day is not held against anyone.

Missed appointments

If an appointment is not attended and was not cancelled, the deposit is kept. Nothing further is charged.

If an appointment is marked as missed by mistake, tell us within seven days and it is corrected, with the reason recorded.

How refunds reach you

Refunds go back to the card used for the deposit. We start the refund straight away, but banks take their own time to show it. We only tell you the refund is confirmed once the payment provider has actually confirmed it, so a confirmation from us means it is genuinely done.

Managing your appointment

Your confirmation email contains a private link that lets you cancel or move your appointment without creating an account or a password. It works until thirty days after the appointment, and it shows only that appointment. If you think someone else has your link, write to us and we will replace it.

Exceptions

Life happens. Pelin can make an exception to any of the above, for example after illness or a bereavement, and every exception is recorded with the reason. If your situation deserves one, please write to us rather than assuming the rule is the last word.