Cancellation, Rescheduling & Refund Policy

As of: 04.02.2025

• All services provided at Dr. Stasch Clinic & MediSpa are non-refundable once rendered.
• Refunds will not be issued for dissatisfaction with treatment results, as individual outcomes may vary, unless there is significant deviation from agreed-upon outcomes.
• Unused prepaid services may be eligible for a refund or credit, based on the conditions outlined below.

• Dr. Stasch Clinic & MediSpa operates on a cashless basis. All payments must be made via mobile money, credit/debit card, or bank transfer.
• Walk-in patients must make payments through the designated electronic payment methods after services.
• Refunds, where applicable, will only be processed through the original payment method used at the time of booking.

• A non-refundable booking fee is required for all appointments at the time of booking.
• This fee will be credited toward the cost of the scheduled service.

• Appointments will be confirmed 1 week before and 24 hours prior to the scheduled time to ensure smooth scheduling and minimize cancellations.

• Patients must provide at least 24 hours’ notice to cancel or reschedule an appointment.

• Cancellations or rescheduling requests made less than 24 hours before the appointment will result in a cancellation fee.
• The cancellation fee will be equal to the consultation/booking fee paid upon booking.

• Patients arriving more than 30 minutes late may not be accommodated, and the cancellation fee will apply.
• Repeated no-shows or missed appointments without prior notice may result in a requirement to prepay the full service fee for future bookings or, in persistent cases, a loss of booking privileges.

• In unavoidable emergencies, the booking fee will be applied to a future appointment, provided a valid explanation is given.

• Prepaid packages or treatment plans are non-refundable once initiated.
• If a patient discontinues a prepaid package due to unforeseen circumstances (e.g., medical reasons), a prorated refund will be calculated based on the unused balance at the discounted package rate, with a 20% deduction applied as an administrative fee.
• Prepaid treatments may be transferred to another individual with prior management approval.

• Skincare and retail products are non-refundable unless defective or causing an adverse reaction.
• Products may be exchanged within 7 days if unopened, unused, and in original packaging.
• Adverse reactions must be reported within 72 hours of use, with the product returned for assessment.
• Minor dissatisfaction may allow for an exchange for an alternative product of equal value at management’s discretion.

• Notification: Inform the clinic via phone, email, or WhatsApp about the cancellation or rescheduling request.
• Confirmation: Receive confirmation of the cancellation or rescheduling, along with any applicable fees.
• Fee Payment: Any cancellation fees will be processed using the payment method provided at booking.
• Rescheduling: We will assist in finding a new appointment time, subject to availability.

• Refund requests must be submitted in writing to management.
• Approved refunds will be processed within 14 business days.
• Refunds will be issued via the original payment method or as clinic credit at management’s discretion.
• Patients will need to provide proof of purchase.

• A prorated refund may be considered for medical contraindications or doctor-advised discontinuation upon submission of a valid medical note.
• Refunds for surgical procedures are only considered under extreme circumstances and require approval from the director.

• Before treatment, patients must complete an informed consent form acknowledging the risks, benefits, and refund policy.
• Our staff ensures patients understand expected results, possible side effects, and aftercare to minimize dissatisfaction and refund disputes.

For cancellations or rescheduling, please contact us at:

• Phone: (+254) 0714 144 000
• Email: [email protected]
• WhatsApp: (+254) 0714 144 000

• Regular Review: This policy is subject to periodic review to ensure it meets patient and clinic needs.
• Exceptional Circumstances: Management reserves the right to waive cancellation fees in exceptional cases at their discretion. These include but are not limited to medical emergencies or unforeseen events, which will be assessed on a case-by-case basis.

Cloudless Medical Limited- Dr. Stasch Clinic & Medispa
Dr. Tilman Stasch
14 Riverside Drive
Suite 6B, Grosvenor Nairobi
Kenya
E-Mail: [email protected]