Refund and Cancellation Policy

1. Purpose and Scope

This Refund and Cancellation Policy (“Policy”) outlines SRGN Clinic‘s approach to bookings, deposits, cancellations, refunds, and rescheduling for all cosmetic surgery procedures performed at our facilities.

SRGN Clinic aims to provide a transparent, fair, and reasonable process while accounting for the significant planning, resource allocation, and operational costs involved in cosmetic surgery.

In the event of any inconsistency between this Policy and any other documentation provided by SRGN Clinic to the Patient, this Policy shall prevail to the extent of the inconsistency.

This Policy applies to all Patients undergoing surgical procedures at SRGN Clinic.

2. Definitions

For the purposes of this Policy:

• “Clinic” means SRGN Clinic.
• “Patient” means the individual booking or undergoing the Procedure.
• “Procedure” means the cosmetic surgery procedure booked or performed.
• “Deposit” means the initial payment required to secure a booking for the Procedure.
• “Cooling-Off Period” means the 14-day period following confirmation of the booking during which the Patient may cancel without penalty, subject to the terms herein.

3. Surgical Booking and Deposits

To secure a date for the Procedure, a Deposit is required. The Deposit amount will be specified in the Patient’s treatment quotation and confirms the Patient’s intention to proceed.

The Deposit enables the Clinic to reserve essential resources, including but not limited to:

• Surgeon’s time
• Operating theatre availability
• Clinical staff
• Administrative and preparatory efforts

Deposits are non-refundable after the Cooling-Off Period expires, except as expressly provided in this Policy. All Deposits are subject to the Clinic’s discretion in exceptional circumstances.

4. Cooling-Off Period

Patients are entitled to a 14-day Cooling-Off Period commencing from the date of booking confirmation and Deposit payment.

During this period, the Patient may cancel the Procedure, and the Deposit will be fully refunded, provided no waiver has been agreed upon.

If the Patient requests and agrees to schedule the Procedure within the Cooling-Off Period, they may waive this right in writing. Such waivers are irrevocable.

This Cooling-Off Period aligns with recommended standards in cosmetic surgery to allow Patients adequate time for reflection.

5. Patient Cancellations

Cancellations must be made in writing to the Clinic. The following terms apply based on the timing of the cancellation:

5.1 Cancellations More Than 4 Weeks Before the Procedure

• The Deposit may be transferred to an alternative Procedure date, subject to availability.
• Alternatively, the Deposit may be refunded in full at the Clinic’s sole discretion.
• No additional charges will apply.

5.2 Cancellations Between 2 and 4 Weeks Before the Procedure

The Deposit will be retained by the Clinic to cover administrative and preparatory costs.

• Any remaining balance due will not be charged.

5.3 Cancellations Within 14 Days of the Procedure

• The Clinic reserves the right to retain the Deposit and any additional costs already incurred (e.g., theatre fees, supplies).
• Late cancellations may result in the inability to reallocate the slot, justifying retention of funds.

6. Failure to Attend (No-Show)

If a Patient fails to attend the scheduled Procedure without prior notice:

• The Clinic reserves the right to retain the Deposit and any additional administrative or preparatory costs incurred.
• To book a new date, a new Deposit may be required.
• The Clinic may, at its discretion, decline future bookings from the Patient.

7. Rescheduling Requests

Patients may request to reschedule the Procedure in writing. The following terms apply:

7.1 Rescheduling More Than 4 Weeks Before the Procedure

• Rescheduling is permitted without penalty, subject to availability.
• The Deposit will be transferred to the new date.

7.2 Rescheduling Less Than 4 Weeks Before the Procedure

• An administrative fee may be charged to cover costs related to theatre scheduling, staff allocation, and other preparations. The fee amount will be quoted at the time of request.
• The Clinic reserves the right to limit the number of rescheduling requests per Patient (e.g., no more than two reschedules allowed).

All rescheduling is subject to availability and the Clinic’s discretion.

8. Medical Cancellations or Postponements by the Patient

If the Procedure must be cancelled or postponed due to medical reasons (e.g., illness, injury), the Patient must provide verifiable supporting documentation, such as:

• A letter from a general practitioner (GP)
• Hospital discharge summary
• Medical certificate

Upon verification of a genuine medical reason:

• The Procedure may be rescheduled without penalty.
• The Deposit may be transferred to the new date.
• No additional fees will apply, provided documentation is submitted promptly.

Failure to provide adequate documentation may result in the cancellation being treated under the standard terms in Section 5.

9. Cancellations or Postponements by SRGN Clinic

In rare circumstances, the Clinic may need to cancel or postpone a Procedure for reasons including but not limited to:

• Patient safety concerns
• Unexpected medical findings during pre-operative assessments
• Surgeon or staff illness
• Unforeseen operational or clinical issues

In such cases:

• The Patient will be offered an alternative date at the earliest availability.
• Alternatively, a full refund of all fees paid (including the Deposit) will be provided.
• The Clinic shall not be liable for any indirect or consequential losses, including but not limited to travel expenses, accommodation costs, lost wages, or time off work.

Patients are strongly advised not to make non-refundable arrangements until the Procedure is confirmed in writing by the Clinic.

10. Refunds After Procedure Completion

Once the Procedure has been performed, all surgical fees are non-refundable.

Surgical scheduling requires advanced preparation, including theatre allocation, surgical planning, and staff coordination. For this reason, surgical fees represent reserved clinical time rather than only the procedure itself.

Cosmetic surgery outcomes may vary due to individual biological factors, healing processes, and other variables. Dissatisfaction with aesthetic results does not entitle the Patient to a refund.

Any concerns regarding outcomes will be addressed under the SRGN Clinic Revision Surgery Policy, not this Policy.

11. External Treatments

If a Patient seeks treatment for complications or dissatisfaction at another clinic or provider without first notifying and consulting SRGN Clinic:

• The Clinic will not reimburse or cover any costs associated with external treatments.
• Patients are required to contact the Clinic promptly to allow for proper assessment and management of concerns.

12. Refund Processing

Where a refund is approved under this Policy:

• It will be processed within 14 working days of approval.
• Refunds will be issued via the original payment method, where possible.
• Any applicable fees (e.g., transaction charges) may be deducted.

13. General Provisions

SRGN Clinic reserves the right to apply, interpret, or amend this Policy on a case-by-case basis, particularly in exceptional circumstances, while acting reasonably and fairly.

This Policy does not affect the Patient’s statutory rights under applicable consumer protection laws.

This Policy is governed by the laws of England and Wales (or the jurisdiction where the Procedure is performed). Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts in that jurisdiction.

Patients are advised to seek independent legal advice if they have questions about this Policy. By paying the Deposit or proceeding with booking, the Patient acknowledges that they have read, understood, and agree to be bound by this Policy.

This Policy is effective as of 1st March 2025, and may be updated from time to time. The latest version will be available on the SRGN Clinic website.