Cancellation Policy
Published on Wednesday, November 12, 2025 under News
We have recently updated the Definition Clinic Cancellation Policy.
Your appointments are very important to us and we understand that sometimes diary adjustments are necessary. Our cancellation policy provides us with the time to inform clients on our waiting list of any availability and are also designed to protect our clinic from any lost business. More recently, we’ve had a number of no shows and late cancellations.
Our booking system has a deposit function, until now we’ve not utilised this. Going forwards, all new client bookings or clients that have not visited in the last 12 months will be required to pay a 50% deposit.
When clients book online via Phorest (our booking software) card details are required to secure the booking. We’re now implementing this in person and for over the phone bookings too. No payment will be taken until after your appointment, unless your appointment is cancelled late or a no show.
Cancellation Policy
Cancellations/rescheduled bookings must be received no later than 24 hours prior to the appointment date/time.
- If your appointment is cancelled with more than 24 hours notice and you have paid a booking deposit, your deposit will be refunded or transferred to any new appointment that you make
- If your appointment is cancelled within 24 hours notice, a charge of 50% of the total appointment value will be applied.
- Any cancellation made on the day or within 12 hours of the booking shall be charged the full price of the appointment value.
- Non-arrival/ no show without notice: will be charged the total value of the booking.
- Cancellations can only be made via email, phone call or our online booking platform. Social media is not checked regularly.
We know that a lot of businesses now require 48 hours notice to reschedule. We feel that a lot can change in 48 hours, which is why we’ve made our policy 24 hours.
However, if you can give us as much notice as possible, ideally 48 hours+ we’d really appreciate this as it gives us a better chance to fill the appointment space.
Reminder emails are sent out 2 days before your appointment. If you’ve not been receiving email reminders, please update your contact details to ensure you receive it.
