Booking & Cancellation Policy

Draft for review — please confirm these terms match your actual booking process before publishing.

This policy sets out how bookings, deposits, cancellations and rescheduling work at Zazura Skin & Laser Clinic, Durham. It forms part of our Terms & Conditions.

1. How to book

Appointments can be booked online through our booking system, by telephone on 07424 445375, or by email at info@zazura.co.uk. Some treatments require a consultation or patch test before the full treatment can go ahead. We will confirm any requirements when you book.

2. Deposits

A deposit may be required to secure certain appointments or treatment courses. The deposit amount will be clearly stated at the time of booking. Deposits are applied towards the total cost of your treatment. Unless we cancel the appointment, deposits are not refundable except in the circumstances described below.

3. Arrival time

Please arrive at the clinic on time for your appointment. If you are late, we may need to shorten your treatment or reschedule it, and our standard cancellation policy may apply.

4. Cancellations and rescheduling

We require at least 24 hours’ notice if you need to cancel or reschedule an appointment. Cancellations or rescheduling requests made less than 24 hours before the appointment time may result in the loss of your deposit or a cancellation charge at the clinic’s discretion.

5. Missed appointments

If you do not attend your appointment and have not given notice, we may charge the full treatment fee or forfeit your deposit. Repeated missed appointments may mean we are unable to accept future bookings.

6. Cancellations by the clinic

We may occasionally need to cancel or reschedule an appointment due to staff illness, equipment maintenance or other unforeseen circumstances. If we cancel, we will offer you a new appointment at the earliest convenient time, and any deposit paid will be transferred or refunded.

7. Refunds

Refunds are considered on a case-by-case basis. Treatment courses are non-refundable once started, except where we agree otherwise in writing or where you are entitled to a refund by law.

8. Patch tests and consultations

Some treatments require a patch test or consultation before treatment can proceed. These are chargeable or redeemable against treatment depending on the specific service — we will confirm this when you book.

9. Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page.

Last updated: August 2026.