Legal
Cancellation and deposit policy
As a single-practitioner clinic, a missed appointment is time that cannot be offered to someone else. Thank you for understanding.
Deposits
A deposit of £25 is taken to secure most appointments, and is deducted from the cost of your treatment on the day. Some longer or higher-cost treatments require a larger deposit, which will be confirmed when you book.
Cancelling or rescheduling
- 48 hours' notice or more: your deposit is transferred to a new appointment or refunded in full.
- Less than 48 hours' notice: the deposit is normally retained to cover the reserved time.
- Missed appointments: the deposit is retained and a full deposit is required for any future booking.
Late arrivals
If you arrive more than 15 minutes late, your treatment may need to be shortened or rebooked so that later clients are not delayed.
If treatment cannot go ahead
If, at consultation, treatment is found not to be suitable or safe for you, your deposit is refunded in full. If Lena needs to cancel your appointment, it will be rearranged at the earliest opportunity or your deposit refunded.
Illness and unforeseen circumstances
Please do not attend if you are unwell or have an active infection at the treatment site. Let us know as early as you can and we will move your appointment without penalty.
Complaints procedure: if you are unhappy with any part of your care, please contact Lena directly by phone or email. Complaints are acknowledged within 3 working days and a full written response is provided within 20 working days.
To cancel or rearrange, call or text 07925 232246 or email hello@lenamac.com.