Unreasonable Cancellation Policy Unreasonable Cancellation Charge Unprofessional and Rude Conduct by Staff
I wish I can put 0 star! 1. Unreasonable 7-Day Cancellation Policy is unreasonable and disproportionate for a medical aesthetic service. I contacted your clinic to cancel the appointment provided over 48 hours’ notice. This is a commonly accepted and reasonable cancellation period within the UK healthcare and aesthetic industry. Under the Consumer Rights Act 2015, contract terms must be fair, transparent, and reasonable. A 7-day cancellation requirement places an excessive burden on consumers and may be considered an unfair contractual term. 2. Unreasonable and Excessive Cancellation Charge I was informed that cancelling the appointment would result in being charged the full treatment fee of £400. This charge is grossly disproportionate and does not reflect any genuine loss incurred by your clinic, particularly as: • Over 48 hours’ notice was given • The appointment could reasonably have been reallocated • No treatment or materials were used Charging the full treatment cost in these circumstances appears punitive rather than compensatory, which is not permitted under UK consumer law. 3. Unprofessional and Rude Conduct by Staff During my phone call to cancel, the receptionist’s attitude was rude, dismissive, and unprofessional. Most concerning was that the receptionist made a medical judgement, stating that my daughter “does not have a keloid scar.” This is wholly inappropriate, as reception staff are not medically qualified to make such assessments. 4. Reason for Cancellation (Medical Grounds – Minor Patient) My daughter is 14 years old and developed a keloid scar following an ice-skating accident in August. After two laser treatments, there has been minimal improvement. Based on medical advice from a qualified doctor (my cousin, who treats keloid scars clinically), we decided it would be more appropriate at this stage to consult a dermatologist and consider steroid injections, which are widely recognised as a first-line treatment for keloid scars. Laser treatment may be suitable later (e.g. pulsed dye laser), but this service is not available at your clinic. The decision to cancel was made in the best medical interests of a minor, not lightly or irresponsibly.