Refund and Return Policy

Last updated: 22 October 2026

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At Harley Street Medical Doctors, we are committed to providing the highest standard of medical and aesthetic care. This policy outlines the circumstances under which refunds may be issued, the process for requesting one, and the terms governing deposits, cancellations, and treatment packages.

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1. Scope of This Policy

This policy applies to all consultations, treatments, medications, and services booked with Harley Street Medical Doctors, whether through our website, by telephone, or in person.

Our services are medical and aesthetic treatments rather than physical goods, so the return rights that apply to goods do not apply in the same way. Refunds are considered in accordance with UK consumer law and the professional standards governing medical practice.

This policy forms part of our Terms of Service and should be read alongside them.

Nothing in this policy affects your statutory rights as a consumer.

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2. Eligibility for Refunds

Refunds are not offered for any procedures or treatments once performed.

A deposit of £150 is required to secure an appointment. This deposit is redeemable against any treatment or service provided by the clinic.

If, following your consultation, you decide not to proceed with any treatment or service, your deposit is non-refundable, except where cancellation is made in accordance with the notice period set out in the Cancellations and Rescheduling section below.

Refunds will not be issued under the following circumstances:

• A service or procedure has already been performed.
• You change your mind after treatment has commenced or been completed.
• The results of treatment differ from personal expectations where the procedure was carried out with due care, skill, and informed consent.
• You fail to attend your appointment or arrive more than fifteen (15) minutes late.

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3. Where We Do Not Proceed with Treatment

Booking an appointment is not a guarantee that a particular treatment will be offered to you. Whether a treatment is clinically appropriate is a decision for the clinician after assessment.

If we decide that a treatment is not clinically appropriate, or we decline or discontinue a treatment on clinical grounds, you will not be charged for treatment that has not been provided. Your deposit is credited against the consultation that took place.

Where you have paid in advance for treatment that we then do not provide, that amount is refunded to you.

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4. Cancellations and Rescheduling

All cancellations or requests to reschedule must be made at least seventy two (72) hours prior to the scheduled appointment.
Failure to provide the required notice will result in the forfeiture of your deposit.

Appointments may be rescheduled up to two (2) times and must take place within three (3) months of the original appointment date. After this period or number of changes, the deposit will be forfeited.

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5. Requesting a Refund

To request a refund where eligible:

• Contact Harley Street Medical Doctors by email at admin@harleystreet-md.co.uk or by telephone at 020 8127 8840.
• Provide your full name, contact information, date of booking, details of the service, and the reason for your request.
• Include proof of payment and any supporting documentation relevant to your claim.

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6. Processing Refunds

• Approved refunds will be processed within fourteen (14) working days.
• Refunds will be made using the same payment method used for the original transaction unless otherwise agreed in writing.
• Additional time may be required by your financial institution to complete the transaction.

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7. Prepaid Packages and Deposits

• Deposits are generally non-refundable, except where cancellation is made within the permitted notice period as set out in this policy.
• For prepaid treatment packages, any refund will be calculated by deducting the standard price of sessions already completed, together with any applicable administrative charges.

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8. Medications

Due to strict UK medicines safety regulations, we cannot accept returns or offer refunds on any medication once it has been dispensed and taken away from the clinic. This is to protect patients and ensure all medicines remain safe and effective. If you have any concerns about your prescription, please speak to a member of our clinical team before leaving.

Prescription-Only Medicines (POMs) are exempt from return or refund once dispensed. This applies regardless of whether the medication has been opened or used, in accordance with the Human Medicines Regulations 2012.

Some medicines we prescribe are unlicensed. Where that is the case we will tell you before treatment begins, explain what it means, and ask you to confirm in writing that you understand it. If you decide at that point not to proceed, you will not be charged for that medicine. Once an unlicensed medicine has been dispensed and taken away, the same restriction applies as for any other prescription medicine.

This does not affect your statutory rights. If your medication is faulty, damaged, or dispensed in error, please contact the clinic immediately.

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9. If You Are Not Satisfied with Our Decision

If we decline a refund and you are unhappy with that decision, please tell us. Our Complaint Procedure explains how to raise a complaint, how we will respond and the timescales involved, and where you can take the matter if you remain dissatisfied.

Raising a complaint will never affect the care you receive from us.

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10. Contact Us

For questions regarding this policy or to submit a refund request, please contact:

Harley Street Medical Doctors
First Floor, 57A Wimpole Street
London, W1G 8YP
United Kingdom

Website: https://harleystreetmd.com
Email: admin@harleystreet-md.co.uk
Phone: 020 8127 8840

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