Cancellations & Rescheduling

24-Hour Notice Required:
We kindly ask that you provide at least 24 hours’ notice if you need to cancel or reschedule your appointment.

Late Cancellations (less than 24 hours):
A £25.00 cancellation fee may apply, or one session may be deducted from your package, depending on the type of booking.

No-Shows:
If you do not show up for your appointment without notice, the session will be considered used and non-refundable.

 

Refund Policy

Single Sessions:
Payments for individual sessions are non-refundable once the service has been provided.

Prepaid Packages:
Refunds for unused sessions in a package may be granted at Sakura’s discretion within 14 days of purchase, provided no sessions have been redeemed.

A pro-rated refund may be issued minus any sessions already used and a 10% administrative fee.

Promotional Packages or Discounts:
Packages purchased at a discounted or promotional rate are non-refundable and non-transferable once the first session is redeemed.

 

Other Terms

Medical Exemptions:
If a client cannot continue treatments due to a medical condition, we may require a doctor’s note and will evaluate refund options on a case-by-case basis.

Transfer of Packages:
Packages and sessions are non-transferable to other individuals.

 

Complaint policy

At Sakura Skin Laser & Beauty, we are committed to providing exceptional service and care to every client. We value your feedback and take all complaints seriously as part of our commitment to continuous improvement.

 

How to Make a Complaint

If you are unhappy with any aspect of your experience, we encourage you to let us know as soon as possible. You can make a complaint by:

📩 CONTACTING US

📝 IN PERSON: Speak to a team member at the clinic

 
Please provide as much detail as possible, including:

  • Your full name and contact information
  • The date and time of your visit
  • The nature of your concern
  • Any relevant photos (if applicable)

 

How We Handle Complaints

Acknowledgement:
We will acknowledge receipt of your complaint within 2 business days.

Investigation:
We will conduct a fair and thorough review of your complaint. This may include speaking with staff involved, reviewing your client file, and assessing treatment records or photos.

Response:
You will receive a formal response within 7–10 business days. In some cases, we may request a follow-up consultation to assess your concerns in person.

 

Resolution Options

Depending on the situation, resolution may include:

  • A follow-up treatment or correction (if appropriate)
  • Professional advice on how to manage the concern
  • A partial refund or credit (if deemed appropriate)
  • A formal explanation if the complaint is not upheld

 

Please Note:

  • We do not offer compensation for temporary side effects that are clearly outlined during your consultation and consent process.
  • Complaints involving unrealistic expectations or refusal to follow post-treatment care instructions may not be eligible for compensation.
  • Abusive, threatening, or disrespectful behavior toward staff will not be tolerated and may result in refusal of future service.

 

We truly care about your experience and will always strive to resolve complaints fairly, respectfully, and promptly.

Your trust means everything to us 💖