Cancellation, Rescheduling and Treatment Package Policy.

At MHB Clinic, we aim to provide a fair, transparent and consistent booking and treatment service for all clients.

This policy explains the terms that apply to appointment cancellations, rescheduling, late arrivals, treatment packages, unused treatment sessions, discretionary refunds, consultations, finance arrangements and related clinic procedures.

Treatment packages and appointments are subject to the terms and conditions applicable at the time of purchase or booking.

Nothing in this policy limits or excludes any statutory rights or remedies available to consumers under applicable UK law.

48-Hour Notice

Clients are requested to provide a minimum of 48 hours' notice when cancelling an appointment.

Late Cancellation

Where an appointment is cancelled less than 48 hours before the scheduled appointment time, MHB Clinic may apply a cancellation charge.

Depending on the circumstances, this may include loss of a booking deposit, deduction of the scheduled session from an existing treatment package, or a charge relating to the appointment.

Any cancellation charge applied will take into account the circumstances of the cancellation, the appointment reserved, costs or losses reasonably incurred by the clinic and any applicable consumer rights.

Deposits

Where a booking deposit has been paid, the deposit may be retained where an appointment is cancelled with less than 48 hours' notice, subject to applicable consumer law and the circumstances of the cancellation.

Clients wishing to reschedule an appointment should provide at least 48 hours' notice wherever possible.

Appointments may be rescheduled through our online booking system or by contacting the clinic directly by telephone or email.

Requests made less than 48 hours before an appointment are subject to availability and may be treated as a late cancellation or late rescheduling request.

Where appropriate, a late rescheduling charge, deposit requirement or deduction of a treatment session may apply.

15-Minute Grace Period

Clients are responsible for arriving at the clinic on time for their scheduled appointment.

Where possible, we allow a grace period of up to 15 minutes where the client contacts the clinic before the appointment to advise us of the delay.

Arrivals More Than 15 Minutes Late

If a client arrives more than 15 minutes late, the clinic may be unable to carry out the treatment safely or within the remaining appointment time.

Depending on availability and the circumstances, the appointment may need to be shortened, rescheduled or cancelled.

Where the clinic cannot reasonably provide the treatment because of the client's late arrival, the appointment may be treated as a late cancellation and an applicable cancellation charge or package-session deduction may apply.

Unless otherwise agreed in writing by MHB Clinic, treatment packages must be paid for in accordance with the payment terms provided at the time of purchase.

The purchase of a package reserves a defined course of treatments or sessions at the package price and is subject to the terms applicable at the time the package is purchased.

Package pricing may differ from the price of individual treatment sessions.

Once a treatment has been provided, a client is not automatically entitled to a refund merely because they change their mind or are dissatisfied with the subjective outcome of the treatment.

If a client has concerns about a treatment they have received, they should contact the clinic as soon as reasonably possible. The clinic may invite the client to attend an in-person assessment or follow-up consultation so that the concern can be properly reviewed.

Nothing in this section affects any statutory rights the client may have where services have not been provided in accordance with applicable UK consumer law.

Treatment packages are purchased as a package and are subject to the terms and conditions applicable at the time of purchase.

Where a client chooses not to continue with a treatment package, the clinic may, at its discretion, consider available options in relation to unused sessions.

Depending on the individual circumstances, these options may include:

• continuation of the existing treatment programme;
• rescheduling unused treatment sessions;
• transfer of eligible sessions;
• account credit;
• changing to another suitable treatment where clinically appropriate; or
• a full or partial discretionary refund.

A client's request to cancel, discontinue or stop using a treatment package does not, by itself, create an automatic entitlement to a refund for unused sessions.

Any request will be assessed individually, taking into account:

• the circumstances of the individual case;
• the treatments or sessions already provided;
• the terms applicable at the time of purchase;
• any package discount that was applied;
• relevant costs reasonably incurred by the clinic;
• the remaining unused portion of the package; and
• any statutory rights the client may have under applicable consumer law.

No Refund Is Agreed Until Formally Confirmed

No discretionary refund, credit, transfer or other exception is agreed, finalised or payable unless and until MHB Clinic has confirmed the specific arrangement in writing and, where a refund is offered, any agreement required by the clinic has been signed by both the client and MHB Clinic.

Discussions, emails, messages, telephone conversations, negotiations, proposed amounts, expressions of willingness to consider a refund or any other preliminary correspondence do not constitute approval or final agreement of a discretionary refund.

A discretionary refund is only considered approved when the clinic has issued written confirmation of the final arrangement and any required refund or settlement agreement has been completed and signed by both parties.

Discretionary Refund Agreement

Where MHB Clinic agrees, at its discretion, to offer a full or partial refund that is not otherwise required by law, the clinic may require the client to enter into a written Refund Agreement, Settlement Agreement or other appropriate written agreement before the refund is processed.

Where such an agreement is required:

1. the proposed refund remains conditional until the agreement has been signed by both parties;
2. no refund becomes payable merely because an amount has been discussed, proposed or offered during correspondence;
3. the written agreement will specify the final refund amount and any conditions applicable to the arrangement;
4. payment will only be processed after the required agreement has been signed by both parties; and
5. if the required agreement is not signed, the proposed discretionary refund will not be treated as a concluded or payable refund arrangement.

The agreement may include, where legally appropriate, terms dealing with the resolution of the particular complaint or dispute.

Any such agreement will apply only to the individual matter to which it relates.

Written Confirmation of Refund Arrangements

Where a discretionary refund is approved, the written confirmation or agreement may specify:

• the agreed refund amount;
• the treatments or sessions to which the refund relates;
• any deduction or calculation applied;
• the payment method;
• the expected payment arrangements;
• any credit or transfer being provided instead of or alongside a refund;
• any conditions applicable to the settlement; and
• confirmation that the arrangement resolves the specific matter identified in the agreement, where appropriate.

Offers and Negotiations Are Not Final Settlements

For clarity, an email, message or conversation stating that MHB Clinic is considering, prepared to consider, willing to offer, proposing or discussing a refund does not by itself constitute a binding discretionary refund agreement.

Where MHB Clinic requires a signed agreement, the arrangement only becomes final once the required agreement has been signed by both parties.

Statutory Rights

The requirements above apply to discretionary refunds and discretionary financial arrangements offered by MHB Clinic.

They are not intended to restrict, delay or remove any refund, remedy or other right that a consumer is legally entitled to under applicable UK consumer law.

Nothing in this policy requires a client to waive statutory consumer rights as a condition of receiving a remedy to which they are legally entitled.

MHB Clinic understands that emergencies, medical circumstances and other unforeseen situations may occur.

Clients who are unable to attend an appointment or continue a treatment programme because of exceptional circumstances should contact the clinic as soon as reasonably possible.

The clinic will consider each request individually and may request reasonable supporting information where appropriate.

Depending on the circumstances, available options may include:

• rescheduling;
• extending the treatment period;
• transfer of eligible sessions;
• account credit;
• an alternative treatment where suitable; or
• a discretionary full or partial refund.

Any discretionary refund or financial arrangement considered under exceptional circumstances remains subject to Section 7 of this policy, including any requirement for a written agreement signed by both parties before payment is made.

MHB Clinic may offer a one-time complimentary initial consultation to new clients.

Where clinically appropriate, the clinic may also offer a complimentary follow-up consultation.

Complimentary consultations are offered subject to availability and are normally provided once for the applicable consultation type.

If a client fails to attend a complimentary initial consultation or complimentary follow-up consultation without adequate notice, any subsequent consultation appointment may be chargeable.

A £30 consultation fee may apply to a further consultation following a missed complimentary appointment.

Clients who need to reschedule a consultation should provide at least 24 hours' notice wherever possible.

Photographs taken by MHB Clinic during a client's appointment may be used for clinical records, treatment documentation and appropriate internal clinical reference purposes.

Clinic photographs are handled in accordance with the clinic's applicable privacy and data-protection procedures.

As a general policy, MHB Clinic does not routinely send clinic-taken clinical photographs to clients by message, email or other digital communication.

Where a client wishes to retain a photograph for their own personal records, they should discuss this with the practitioner during their appointment. Where appropriate, a photograph may instead be taken using the client's own device.

Any separate use of client photographs for marketing, promotional, educational or other non-clinical purposes is subject to any consent requirements applicable to that use.

Where an application to an external finance provider is unsuccessful and MHB Clinic separately agrees to provide an in-house payment arrangement, the specific payment terms will be confirmed with the client.

Clients must comply with the agreed instalment schedule.

Where an instalment is not paid when due, the clinic may suspend further treatment until the outstanding payment has been resolved.

Where payment remains outstanding for more than 24 hours after the agreed due date, MHB Clinic may cancel the in-house finance arrangement.

Where applicable and where this formed part of the agreed terms at the outset, treatments already provided may be recalculated using the applicable individual-session pricing rather than the discounted package pricing.

Unless otherwise confirmed by MHB Clinic in writing, in-house finance arrangements must be completed within a maximum of 30 days from the first instalment date.

MHB Clinic is committed to maintaining a safe, respectful and professional environment for clients, practitioners and staff.

The clinic does not tolerate abusive, threatening, intimidating, discriminatory or harassing behaviour towards members of staff or other individuals on the premises.

Where behaviour creates a genuine safety concern or potentially constitutes a criminal offence, the clinic reserves the right to take appropriate action, which may include ending an appointment, restricting future attendance and reporting the matter to the appropriate authorities.

CCTV may operate within designated areas of the clinic for security, safety and crime-prevention purposes in accordance with applicable data-protection requirements.

Unless different terms were expressly provided when a package was purchased, treatment packages must be fully redeemed within the following periods, calculated from the date of the first treatment session:

• Packages of 6 sessions: 8 months
• Packages of 10 sessions: 12 months

Clients are responsible for arranging appointments within the applicable redemption period. Any sessions remaining unused at the end of the applicable redemption period will expire and will not be carried over, refunded, or redeemed, except where the clinic agrees otherwise at its discretion or as required by Section 7 or applicable UK consumer law.

Clients should contact MHB Clinic as soon as possible if they:

• need to cancel or reschedule an appointment;
• are unable to continue a treatment package;
• wish to discuss unused treatment sessions;
• wish to request consideration of a discretionary refund;
• have concerns regarding a treatment;
• wish to make a complaint; or
• believe exceptional circumstances should be considered.

Email: info@mhbclinic.co.uk

Phone: 020 3816 0081

Any discretionary refund, credit, transfer or financial exception is subject to the approval and written-confirmation process described in Section 7.

Where MHB Clinic requires a written refund or settlement agreement, no discretionary refund will be processed or payable until that agreement has been signed by both the client and MHB Clinic.

Nothing in this policy affects a client's statutory rights under applicable UK consumer law.