1. Our policy in one line

No refunds. Payments for procedures are final once treatment has begun. This policy covers all medical and cosmetic services booked with ET Trading Ltd, trading as Androfill, in London and Manchester, whether paid directly or financed through PayItMonthly.

2. Completed or begun treatment

Why we cannot refund a procedure. Unlike a product, a procedure is consumed as it is performed. By the time your treatment begins we have already opened the filler for you — a medical product bought in for your session that cannot be re-used, returned or resold — together with single-use cannulas, needles, anaesthetic and sterile disposables. We have also paid for the doctor’s time, the nurse, and the theatre or consulting room at a CQC-registered hospital. None of those costs can be recovered afterwards, which is why payment is final once treatment has begun.

A procedure cannot be returned. Once treatment has begun we do not refund any payment for it, in whole or in part, including where you change your mind, are dissatisfied with the result, or the result diminishes or fades over time. Filler results vary between patients and are temporary; this is explained on our risks and complications and patient information pages and in your consent form, and it is not grounds for a refund.

3. Deposits, cancellations and missed appointments

Except as set out in section 6, deposits are non-refundable. To reschedule you must give at least 48 hours’ notice; with that notice your deposit is carried to the new date. Less than 48 hours’ notice, or not attending, forfeits the deposit.

If, at consultation, the doctor decides on clinical grounds that treatment is not suitable for you, or you decide not to proceed, your payment for the unperformed treatment is held as clinic credit for 12 months and may be used against any Androfill service. It is not refunded in cash.

If we have to cancel your appointment and cannot offer an alternative date within a reasonable time, payments for the unprovided service are refunded.

4. Packages and multi-visit treatment

Where a package or a course of several visits is bought, unused visits are held as clinic credit for 12 months from the first appointment. Credit is not converted to cash, and the balance of a package is not refunded once the first visit has taken place.

5. Finance

Where treatment is financed through PayItMonthly, the credit agreement is between you and the lender and is not cancelled by a change of mind about treatment. The clinic credit terms above apply to the treatment itself. Finance is credit and is subject to status; UK residents 18+.

6. Booking at a distance

Where you pay a deposit online or by telephone, you have a legal right to cancel within 14 days of paying. When you book an appointment that falls within those 14 days, you will be asked to confirm that treatment may begin before the cancellation period ends and that, once it has begun, this policy applies.

7. Your legal rights

Nothing in this policy removes your legal rights where a service was not provided with reasonable care and skill or a supplied product was defective. If you believe that applies, tell us in writing as soon as possible; our complaints procedure explains how we handle it. This policy does not affect any outcome of our complaints procedure or of the Cosmetic Redress Scheme.