Booking & Cancellation Policy
Effective date:
1. About us
Ember Aesthetics is operated by Ember Aesthetics Limited, company number 16272440. We are an appointment-only clinic in Osbaldwick, York, England, offering non-surgical facial aesthetics, injectable treatments and skin treatments. Contact us at contact@ember-aesthetics.co.uk. Full clinic address and parking information are provided upon booking.
2. Booking and payment
Appointments are booked through Fresha. The treatment price is shown before booking. We do not require an upfront deposit for treatment bookings. Payment is normally taken at your appointment.
Where a separate consultation fee applies, its amount and what it covers must be clearly disclosed before you book. A consultation does not oblige you to proceed with treatment.
Where a payment card is securely saved through Fresha for a cancellation or no-show charge, the relevant terms and payment authorisation must be presented before the booking is confirmed. A saved card is not permission to collect a charge that is unfair, not properly agreed or otherwise unlawful. Fresha’s payment handling is also subject to its applicable terms and privacy information.
3. Cancelling or rearranging
Please give at least 24 hours’ notice if you need to cancel or rearrange. You can do this through Fresha or by emailing contact@ember-aesthetics.co.uk. Notice is measured back from your scheduled appointment time.
No late-cancellation fee applies when you give at least 24 hours’ notice. If you experience difficulty using Fresha, please email us as soon as possible.
4. Late cancellations and missed appointments
For cancellations or rearrangements with less than 24 hours’ notice, a fee of up to 50% of the booked treatment price may apply. If you do not attend without cancelling, a fee of up to 100% of the booked treatment price may apply.
These percentages are maximum limits, not automatic charges or a statement that the full amount is always owed. Any charge must be fair and proportionate and must not exceed our reasonable direct loss caused by the cancellation or missed appointment. We take account of costs saved because treatment did not take place, whether we could reasonably refill the appointment, any income recovered by doing so and the individual circumstances. We will not recover the same loss twice. Where there is no recoverable loss, no cancellation charge is due.
Please contact us as soon as you can if a genuine emergency prevents you attending. We will consider what happened sympathetically and fairly and reduce or waive a charge where appropriate. A genuine emergency will not automatically trigger the maximum fee.
Where a fee is lawfully due and you have given valid payment authorisation, it is collected using the payment card securely saved through Fresha. You can contact us at contact@ember-aesthetics.co.uk to ask for an explanation of a charge or request a review. This does not limit your statutory rights or your ability to challenge a payment through any available lawful process.
5. Arriving for your appointment
Please arrive at your scheduled appointment time and attend alone. Appointments are one-to-one.
Please arrive on time for your appointment. If you arrive more than 15 minutes late, we may be unable to carry out your treatment and your appointment may need to be rescheduled.
This section does not create a separate late-arrival charge or automatically treat late arrival as a no-show.
6. Suitability and safety
Treatment depends on an individual assessment. We may decline or postpone treatment if it is unsuitable or unsafe. Booking an appointment does not guarantee that a treatment will be carried out. We will explain the recommendation and discuss appropriate next steps.
No treatment charge is due for treatment not provided merely because it is unsuitable or unsafe. Any separate consultation fee must have been clearly disclosed and agreed before booking. This section does not create a new cancellation charge for a clinical decision.
7. If we need to cancel
If we cancel an appointment, we will let you know as soon as reasonably possible and discuss rearranging. You will not be charged a client cancellation or no-show fee for our cancellation. If you have paid for a service we cancel and do not provide, you are entitled to a refund of that payment; you do not have to accept credit instead. Your other legal rights are unaffected.
8. Your consumer rights
Nothing in this policy excludes or limits rights you have under applicable consumer law, including the right to services carried out with reasonable care and skill and remedies where those rights are not met.
Where a statutory cancellation right applies to an online or other distance booking, it takes priority over this policy, including the 24-hour window and percentage limits. This policy does not create a blanket waiver of any cooling-off right. Where the law requires an express request to begin a service during a cancellation period, or specific acknowledgements, these must be obtained separately in the booking process; accepting this policy is not a substitute. Any lawful amount for a service already supplied must follow the applicable statutory rules rather than an automatic late-cancellation percentage.
9. Questions or concerns
For booking, cancellation or payment questions, contact Ember Aesthetics Limited at contact@ember-aesthetics.co.uk. Please include enough appointment information for us to identify the booking; do not send unnecessary medical details in an ordinary email.