Booking, Cancellation & Refund Policy
Consultation/ Treatment Deposits
1. Consultation Deposits
Initial consultation bookings generally do not require a deposit, except in the circumstances specified in Cancellation and Missed Appointment Policy.
2. Treatment Deposits
2.1 Treatment Deposit
Treatment bookings require a deposit of up to €/£250 (AED 1000) at point of booking. Deposits can also be paid over the phone via card payment or in the clinic via cash or card payment. The treatment deposit is entirely redeemable against the cost of treatment, should you choose to go ahead, except in the circumstances specified in Cancellation and Missed Appointment Policy. Patients will be informed of this at the time of booking your treatment.
2.2. Refund of Treatment Deposit
2.2.1 Should you choose not to go ahead with the treatment, the treatment deposit is refundable for up to a week before your scheduled treatment appointment. However, it may take up to 21 working days for it to be completed.
2.2.2. If you contact us to cancel the treatment in less than seven days in advance of your scheduled treatment appointment, then 100% of the treatment deposit will be charged.
Cancellation & Missed Appointment Policy
We, at Medica Stem Cells, understand that there may be times when you must miss an appointment due to work or family obligations or emergencies. However, when you do not contact us to cancel an appointment, you may be preventing another patient from getting much-needed regenerative treatment. Vice versa, the situation may arise where another patient’s failure to cancel an appointment may affect you when we are unable to schedule your appointment, due to an apparently “fully booked” appointment schedule.
To be respectful of the medical needs of other patients, please be courteous and contact Medica Stem Cells Clinic immediately if you are unable to attend an appointment. This will allow us to reallocate the time to someone else who requires treatment.
Our goal is to provide quality individualised medical care in a timely manner. In order to do so, we at Medica Stem Cells have implemented a cancellation and missed appointment policy. This policy enables us to better utilise available appointments for our patients in need of regenerative treatments.
1. Cancellation Policy
If you must cancel your scheduled appointment, we require that you call at least two working days (48 hours) in advance. Your early cancellation will give another patient the possibility to have access to timely medical care as appointments are in high demand.
How To Cancel Your Appointment
To cancel an appointment, please call our clinic between 9:00 AM and 6:00 PM from the UK on +44 (0) 20 8168 2000, Ireland on +353 (0) 1 298 8000 or UAE on +971 800 012 0001. You may also cancel an appointment via email within 48 hours after clinic hours at email@example.com.
2. Being Late For a Scheduled Appointment
We, at Medica Stem Cells, understand that delays can happen; however, we must try to keep the other patients and consultants/ doctors on time. If you are running late, please notify the clinic’s reception.
If a patient is 15 minutes past their scheduled appointment time, then you might have to wait a little to be seen by doctor or alternatively we can reschedule.
3. Missing An Appointment/Late Appointment CancellationCharges
3.1. Late Cancellations
A late cancellation is considered when a patient fails to cancel their scheduled appointment two working days (48 hours) in advance notice.
3.1.1. Consultation Appointments:
- First late cancellation: courtesy reschedule
- Second late cancellation: amount equivalent of 50% of the consultation fee will be charged, and 100% of the consultation fee as a deposit will be required to reschedule
- Third late cancellation: 100% of the consultation deposit will be charged
3.1.2. Treatment Appointments:
- Late cancellation: amount equivalent of 100% of the treatment deposit will be charged
3.2. Missed appointment/ No show Policy
A missed appointment/ no show is when someone misses an appointment without cancelling it two working days (48 hours) in advance. A failure to be present at the time of a scheduled appointment will be recorded in your records as a No Show.
3.2.1. Consultation appointments:
- First missed consultation appointment/ no show: 100% of the consultation fee as a deposit will be required to reschedule
- Second missed consultation appointment/ no show – 100% of the consultation deposit will be charged
3.2.2. Treatment Appointments:
- Missed treatment appointment/ no show: 100% of the treatment deposit will be charged
General Medical Refunds
All our procedures and treatments are carried out to the highest standard possible. We likewise abide by the Infection Control Policy. However, sometimes outcomes may not meet patient’s expectations due to various possible factors. If you are not entirely happy with your treatment or procedure (it is rare, but it does happen), we emphatically welcome your feedback and comments.
However, as with any medical procedure, non-invasive surgical procedure results also are not guaranteed, and in a small percentage of patients, these procedures will not be effective. It is at the patient’s own risk that these procedures are undertaken. Medica Stem Cells Clinics do not offer refunds on this basis.
Treatment Courses and /or Prepaid Treatment Fees
Please note that treatment courses are non-transferable, and must be carried out within six monthsof the original purchase date. Past this time, please be aware that treatment credit is no longer valid for redemption. Any/all prepaid treatments must be undertaken by the patient specified at the time of purchase, and may not be transferred between one patient and another or gifted at any given time.
Comments, Suggestions & Complaints
Medica Stem Cells Clinics aim to exceed our patient’s expectations and provide exceptional service, standards of care and customer service. This is our primary goal during and after treatment. If for any reason, you are unhappy with your experience, please contact us. We sincerely welcome your input in the interest of making improvements to our service. We will do our best to rectify them as soon as possible. Should you wish to write to us, you can contact us at firstname.lastname@example.org
Written complaints will be acknowledged within 2 working days, and we aim to give a formal response to complaints within 20 working days.