This Refund Policy explains how Male Clinic handles cancellations, refunds, returns, and rescheduling for services and products purchased through our clinic or website. Our aim is to remain transparent, fair, and fully aligned with UK consumer protection standards while ensuring clinical time and specialist resources are responsibly managed.
1. Scope of Policy
This policy applies to all services and goods provided by Male Clinic, including but not limited to:
- Private consultations and medical assessments
- Diagnostic services
- Treatments and clinical procedures
- Follow-up appointments
- Retail products sold in clinic or online
- Prepaid packages and treatment plans
Different conditions apply to prescription medicines and regulated healthcare products due to safety and legal restrictions.
2. Appointment Bookings and Deposits
Booking an appointment reserves dedicated clinician time, treatment facilities, and specialist equipment. For this reason, a deposit or full prepayment may be required.
- Deposits are typically deducted from the total treatment cost.
- Promotional bookings may require full payment at the time of booking.
- Deposits are generally non-transferable to another individual.
3. Cancellations and Rescheduling
- 48 hours’ notice or more: Eligible payments can be refunded or your appointment rescheduled without penalty.
- Less than 48 hours’ notice: We may retain part or all of the deposit to recover reasonable operational costs.
- Missed appointments: Failure to attend without notice will normally result in a non-refundable fee.
- Late arrival: Your appointment may need to be shortened or rescheduled, and charges may still apply.
- If the clinic cancels: You will be offered a full refund or prompt rescheduling.
We recognise that emergencies occur and will consider exceptional circumstances fairly.
4. Treatment Refunds
All medical treatments involve professional clinical judgement and individual biological variation; therefore outcomes cannot be guaranteed.
- Refunds are not provided solely because results did not meet personal expectations.
- If a clinician determines a treatment is unsuitable before it begins, a refund may be issued excluding consultation fees.
- Once a treatment has been delivered, fees are typically non-refundable.
- Where clinically appropriate, corrective treatment or review appointments may be offered instead.
5. Prescription Medicines and Regulated Products
For patient safety and regulatory compliance, prescription medicines cannot usually be returned once dispensed.
- Returns are only accepted if the item is faulty, incorrect, or damaged.
- Please contact the clinic immediately if you believe a dispensing error has occurred.
- Do not consume medication you suspect may be incorrect.
6. Non-Prescription Retail Products
Eligible retail goods may be cancelled within 14 days in line with the Consumer Contracts Regulations.
- Items must be unopened, unused, and in original packaging.
- Return postage is the responsibility of the customer unless the product is faulty.
- Refunds are processed after inspection.
7. Treatment Packages and Prepaid Plans
- Unused treatments may be refundable at the clinic’s discretion.
- Completed portions of a package are non-refundable.
- Packages may be subject to expiry dates.
8. Refund Processing
- Refunds are issued to the original payment method whenever possible.
- Please allow 5–10 working days for funds to appear.
- Administrative deductions may apply where legally permitted.
9. Your Statutory Rights
Nothing within this policy limits your legal rights under the Consumer Rights Act 2015 or other applicable UK legislation.
10. Contact Information
For cancellations, refund requests, or questions regarding this policy, please contact:
- Male Clinic UK
- Email: info@maleclinic.co.uk
- Phone: 020 XXXX XXXX
Our team aims to respond promptly and professionally to all enquiries.