1. Introduction
This “Delivery & Refund Policy” governs the service delivery (performance), cancellation and refund rules for appointment-based services offered by Essencia Clinic (“Clinic”, “Service Provider”, “we/us”) through www.essenciaclinic.com (“Website”).
By submitting a request, booking an appointment, making a prepayment, or requesting services via our communication channels, you are deemed to have read and accepted this policy.
2. Nature of Services
Essencia Clinic provides aesthetic surgery, medical aesthetics, skin care, consultation and similar healthcare/aesthetic services. These services are:
– personalized and tailored to the individual,
– dependent on an appointment date/time,
– often subject to medical assessment and informed consent procedures.
Therefore, “delivery” does not refer to shipping a physical product; it refers to the performance of the service at the scheduled appointment time under appropriate conditions.
3. Service Delivery (Performance)
3.1 Booking and Confirmation
– Appointments may be requested via the Website form, phone, email or other channels.
– An appointment is deemed confirmed once the Clinic provides confirmation (written or verbal).
– For medical or operational reasons, the Clinic may propose an alternative date/time.
3.2 Place and Scope of Service
– Services are generally provided at the Clinic facilities.
– Service scope may include pre-assessment, consultation/examination, procedure/application and, where necessary, follow-up information.
– The scope may vary depending on the individual’s health condition and professional assessment.
3.3 Rescheduling
– Rescheduling requests should be submitted at least forty-eight (48) hours in advance where possible.
– The Clinic will confirm a new slot subject to availability or propose alternatives.
4. Cancellation and Refund Policy
4.1 Cancellation Terms
– If the Consumer cancels at least 48 hours in advance, any prepayment is evaluated for refund under the rules below.
– Cancellations made less than 48 hours before the appointment or no-shows may be subject to deductions due to reservation and planning costs.
4.2 Refunds (Prepayment / Deposit)
– Where a prepayment/deposit has been collected, refunds may be issued depending on cancellation timing and the nature of the service.
– Refunds are processed via the original payment method where possible; otherwise via a mutually agreed method.
– Bank/payment processor timelines may vary.
4.3 Commencement of Performance & Personalized Services
Where performance has begun (e.g., assessment, personalized planning, pre-procedure preparation) or the service has become personalized by nature, refund possibilities may be limited.
4.4 Feedback and Remedy Process
We value patient/visitor satisfaction. In case of feedback after service:
– medical suitability and safety are prioritized,
– internal evaluation procedures are applied,
– where appropriate, remedial options such as rescheduling may be offered.
Medical outcomes may vary by individual; lack of an expected outcome alone does not necessarily constitute a defective service.
5. Health and Safety
– Prior to services, information may be provided and informed consent forms may be required.
– For medical reasons, the Clinic may postpone, modify or decline a procedure for safety; the user will be informed and reasonable options will be evaluated.
6. Contact
Phone: +90 544 801 72 63
Email: info@essenciaclinic.com
