Clinic Policies

CHILDREN & BABIES POLICY

Children and babies are not permitted in our clinic during any appointment or visit. This is a strict policy with no exceptions due to our laser equipment and insurance requirements. All clients must be 18 years or older to receive services at our clinic. We will verify your age upon arrival.

DEPOSIT POLICY

A non-refundable booking fee is required for every appointment, without exception. This policy exists because when appointments are missed or cancelled without proper notice, we lose revenue and other clients lose the opportunity for service. Your booking fee will be applied toward any purchase made during your appointment. If no purchase is made, your deposit will be forfeited to cover our practitioner time and operational costs. This policy is consistently enforced for all clients.

CANCELLATION POLICY

You must provide at least 48 hours’ notice to cancel or reschedule your appointment. If you fail to provide this notice, you will lose your deposit and be charged 50% of your booked treatment cost. This charge must be paid, or you will forfeit one treatment from your course package. If you do not show up for your appointment without any notice, you will be charged 100% of the treatment cost or lose one treatment from your course.

To cancel, you may contact us 24/7 through text, WhatsApp, or call at 07794 168651, direct message on social media, email at [email protected], or call the clinic at 0121 350 8482. When calling the clinic, if we do not answer, you must leave a voicemail with your full name and contact number and clearly state that you need to cancel. These cancellation fees help cover our staffing and operational costs and are not negotiable.

PUNCTUALITY POLICY

You must arrive on time for your appointment. Arriving even 5 minutes late is considered late. If you are 5-10 minutes late, we will either shorten your treatment or reschedule it entirely, at our discretion. If your appointment must be rescheduled due to lateness, your deposit will be forfeited. We cannot extend appointment times to make up for late arrivals, as this affects subsequent clients.

REFUND & RETURN POLICY

We offer exchanges or refunds only for products proven defective within 30 days of purchase. For skin reactions, you must email photographic evidence to [email protected] for proper assessment. Please note that normal retinoid reactions that occur when starting treatment or increasing strength are not grounds for refund, as these are expected responses. We do not refund products due to normal skin adaptation processes, but we will support you through this adjustment period.

COMPLAINTS PROCEDURE

All complaints must be submitted in writing to [email protected] or mailed to The Manager, Fiji Skin Clinic, 147 Sutton Road, Birmingham, B23 5TN. If you prefer to make a complaint by phone at 0121 350 8482, we will require follow-up written documentation. All complaints will be acknowledged within 5 working days and typically resolved within 28 working days.

Complaints should be filed within twelve months of the incident. Complaints submitted after this timeframe may not be considered. If you remain dissatisfied with the resolution, you must contact us again for a director review. Our final decision will be communicated in writing within 28 days.

For any questions about these policies, please contact the clinic at [email protected]