Cancellation and Refund Policy

Cancellation and Refund Policy

Appointments, deposits, packages, products and statutory consumer remedies

Website: https://milenaaesthetic.com/

This Policy is intended for publication as a standalone page linked from the footer of milenaaesthetic.com. It governs the commercial administration of bookings and payments. It does not replace the patient consent process, the clinical assessment, a treatment-specific consent form, or any mandatory right available under UAE law.

This Policy does not limit your right to a refund or other remedy under UAE consumer-protection law where a service was defective, improperly performed, refused, or not completed for reasons attributable to the Clinic.

1. About this Policy

This Cancellation and Refund Policy ("Policy") explains how appointment cancellations, rescheduling requests, late arrivals, no-shows, deposits, advance payments, treatment packages, gift vouchers, retail products and refund requests are handled by Milena Aesthetic. By booking an appointment or making a payment, you acknowledge this Policy, subject always to your non-excludable rights under applicable UAE law.

This Policy applies to bookings initiated through the Website, WhatsApp, telephone, reception or another channel approved by the Clinic. The public Website currently directs booking enquiries to WhatsApp and does not itself appear to process online payments. A message or form submission is therefore an enquiry, not necessarily a confirmed appointment.

2. Clinic and operator details

Required item	Publication text
Website operator / service provider	MILENA AESTHETIC CLINIC LLC
Trade licence	1138649
Healthcare facility licence	1688574
Registered / operating address	Villa D01, 892 Al Wasl Road, Umm Suqeim 1, Dubai, UAE
Email	info@milenaaesthetic.com
Telephone / WhatsApp	+971 56 454 4425
Complaints contact	Management@milenaaesthetic.com / +971 56 454 4425 / manager

3. Booking and appointment confirmation

A booking request is not accepted merely because you sent a WhatsApp message, called the Clinic, used a Website link or asked for a preferred time. An appointment is confirmed only when the Clinic sends you an express confirmation identifying the date, time and location and, where required, receives the stated deposit or advance payment.

You are responsible for providing accurate contact details and checking the branch, practitioner, service, date and time shown in the confirmation.

The Clinic may request information needed to determine whether an initial consultation, patch test or other preliminary step is required.

Booking a named procedure does not guarantee that the procedure will be clinically appropriate or performed. Final suitability is determined after assessment by an appropriately licensed healthcare professional.

Prices, estimated duration and promotional eligibility should be confirmed at the time of booking. A Website description is not a binding treatment plan or final quotation.

4. Cancelling an appointment

If you need to cancel, contact the Clinic through the booking channel or the confirmed contact details as soon as reasonably possible. Your cancellation is effective when the Clinic receives it and sends an acknowledgement. Do not rely solely on a social-media comment or message to an unmonitored account.

To cancel without the Clinic's standard late-cancellation consequence, notice must be received at least 12 hours before the scheduled appointment. For treatments requiring a deposit (for example, Endolift and other resource-intensive or lengthy procedures), the required notice period is 72 hours (3 days) instead of the standard 12 hours. The Clinic will apply the applicable notice period consistently, taking account of any mandatory legal rights and exceptional circumstances described below.

5. Rescheduling

You may request to reschedule an appointment by contacting the Clinic at least 12 hours in advance (or 72 hours for treatments requiring a deposit, as described in Section 4). A requested replacement time is not reserved until confirmed by the Clinic. Subject to availability, a deposit may be transferred once to a new appointment within 3 days of the original appointment.

Repeated rescheduling, a rescheduling request received after the notice deadline, or failure to attend the replacement appointment may be treated in the same way as a late cancellation or no-show, but this will not remove any statutory remedy arising from the Clinic's own failure to provide the service properly.

6. Late arrival

Please arrive at the time stated in your confirmation, allowing enough time for registration and any required consent or assessment. If you arrive more than 15 minutes late, the Clinic may shorten the non-clinical part of the appointment, offer the next available time, or reschedule if there is not enough time to provide the service safely and properly.

The Clinic will not rush, omit clinically necessary checks, or perform a treatment where the remaining appointment time would compromise safety, consent or quality. A delay caused by the Clinic will not be treated as your late arrival.

7. No-shows and late cancellations

A "no-show" occurs when you do not attend a confirmed appointment and do not cancel before it begins. A "late cancellation" is a cancellation not received within the clinic-approved notice period described in Section 4.

Subject to applicable law and the facts of the case, if notice is not received within the required period, or in case of a no-show, the deposit paid for the appointment is forfeited in full and will not be refunded or transferred.

Any consequence must be reasonable, transparent and communicated before payment or confirmation. It will not apply where the Clinic cancels, cannot lawfully or safely provide the service, or where retaining the payment would conflict with a mandatory consumer remedy.

8. Deposits and advance payments

The Clinic may require a deposit for certain treatments — particularly resource-intensive or lengthy procedures — to reserve a time or treatment resource. The applicable deposit amount depends on the specific treatment and will be confirmed with the client before booking is finalised. Before payment, the Clinic will state what the deposit relates to, whether it is credited against the final price, the cancellation deadline and the circumstances in which it may be transferred or refunded.

A deposit is credited to the relevant confirmed service unless the confirmation says otherwise. A deposit is not automatically forfeited merely because a service is not performed. The reason, timing, prior disclosure, clinical circumstances and applicable legal rights must be considered.

If the Clinic cancels and does not provide a suitable alternative accepted by you, the unused deposit will be refunded.

If clinical assessment shows that the booked treatment should not proceed, the Clinic will explain any separate consultation fee disclosed in advance and refund or transfer the remaining unused amount as appropriate.

No employee may request payment to a personal bank account or unapproved payment link. Use only payment instructions issued through an authorised Clinic channel.

9. Consultations and clinical suitability

A consultation is a professional service and may carry a separate fee if that fee was clearly disclosed before confirmation. Payment for a consultation does not guarantee eligibility for a procedure, a prescription, a particular device, or a particular clinical result.

Where a practitioner decides that a requested treatment is unsuitable, unsafe, outside the Clinic's licensed scope or should be postponed, the Clinic may decline to perform it. Any unused treatment payment will be handled separately from a properly disclosed consultation, diagnostic or consumable charge already incurred.

10. Treatment plans and prepaid packages

Where the Clinic offers a prepaid course or package, the written package confirmation should identify the included sessions or services, total price, any discount, validity period, booking requirements and whether it is personal to the named client.

The validity period of a package is set individually at the time of purchase, based on the recommended treatment interval for the specific procedures included, and will be confirmed to the client before payment. Extensions to the validity period may be granted at the Clinic's discretion, subject to management approval. Packages are personal and non-transferable to another person without clinical and administrative approval.

Unless a different mandatory rule applies: unused sessions remain subject to the package terms disclosed before purchase and the Clinic's statutory obligations; once treatment has started, any eligible refund may be calculated after deducting the fair value of services actually and properly provided and any non-recoverable, individually allocated items clearly disclosed in advance; a package discount may be recalculated only if that method was transparent before purchase and is lawful; it must not be used to eliminate a statutory remedy; expiry, pause and extension rules should reasonably address pregnancy, medical contraindication or another documented circumstance where treatment should not continue; if the Clinic permanently discontinues an included service and no acceptable equivalent is agreed, the unused balance will be refunded or otherwise remedied as required by law.

11. Gift vouchers, promotions and discounted services

Gift vouchers and promotions are subject to the written conditions disclosed before purchase or redemption, including validity, eligible services, branches and any booking restrictions. They have no cash value except where a refund is required by applicable law or where the Clinic expressly agrees otherwise.

A promotion does not reduce the Clinic's duty to provide the service properly or the client's non-excludable rights. Promotional claims, prices and availability must also match any approval required from the relevant UAE authority.

12. Retail products

If the Clinic sells skincare or other retail products, please inspect the product and receipt promptly. No change-of-mind returns are offered on retail products, without prejudice to any mandatory return, replacement or refund rights under UAE consumer-protection law. For hygiene and safety reasons, an opened product is not eligible for a discretionary change-of-mind return.

This change-of-mind rule does not remove rights relating to a defective, damaged, misdescribed, expired or unsafe product, or another right that cannot lawfully be excluded. Follow product storage and usage instructions and contact the Clinic promptly if you suspect a defect or adverse reaction.

13. Cancellation or change by the Clinic

The Clinic may need to change a practitioner, room, device, date or time because of illness, equipment safety, licensing, operational disruption or another circumstance affecting safe and lawful delivery. The Clinic will notify you as soon as reasonably possible and offer an appropriate alternative where available.

If the Clinic cancels a prepaid appointment and you do not accept the offered alternative, it will refund the unused payment for that appointment. The Clinic is not responsible for unrelated travel, accommodation, childcare or loss-of-income costs except where liability cannot lawfully be excluded or the Clinic expressly agreed to them in writing.

14. Services that are defective or improperly performed

Nothing in this Policy excludes or limits a remedy available under UAE consumer-protection law. Where a service defect is attributable to the provider, the provider may be required to re-perform the service as agreed without extra charge. If the provider refuses, fails to perform properly or delays proper performance, the consumer may have a right to recover the price paid, depending on the applicable law and facts.

A disappointing clinical outcome is not automatically proof of a defective service: aesthetic and medical outcomes vary between individuals and depend on clinical factors, adherence to aftercare and known risks. Equally, a results disclaimer does not excuse negligent, unlicensed, misleading or otherwise unlawful conduct. Concerns will be assessed on their facts and relevant clinical documentation.

15. When a refund may be available

Subject to the circumstances and applicable law, a refund or other remedy may be available where: the Clinic cancels a prepaid service and no alternative acceptable to you is provided; the Clinic cannot lawfully or safely provide the paid service and the relevant amount has not been earned through a separately disclosed consultation or other service; a qualifying service is defective, improperly performed, not properly completed or delayed for a reason attributable to the provider; a package or course is discontinued and an unused balance remains; a duplicate, incorrect or unauthorised Clinic charge is verified; the Clinic expressly agrees to a discretionary refund in writing; or a refund is otherwise required by UAE law or a competent authority.

16. Circumstances normally not eligible for a discretionary refund

To the extent permitted by law, a discretionary refund is normally not available solely because you changed your mind after a service was properly provided, expected a result that was not promised, did not follow documented preparation or aftercare instructions, or failed to disclose information material to safe treatment. A validly disclosed late-cancellation or no-show consequence may also apply.

This section does not apply where the Clinic breached a mandatory obligation, made a misleading representation, provided a defective service, or where another non-excludable right applies.

17. How to request a refund or raise a complaint

Contact info@milenaaesthetic.com or +971 56 454 4425 and provide the following information so the Clinic can investigate fairly: your full name and contact details; appointment date, branch, practitioner and service or product concerned; receipt, invoice, deposit confirmation or other proof of payment; a clear description of what occurred and the remedy you request; relevant messages or documents; and health information or photographs only where reasonably necessary and through the secure method requested by the Clinic.

The Clinic may ask the Medical Director or an authorised clinician to review a clinical complaint. This is not a condition designed to obstruct a valid statutory remedy. You may also contact the relevant UAE consumer-protection or health authority where applicable.

18. Refund review, method and timing

The Clinic will acknowledge a complete request within 7 business days and aim to communicate its decision within a further 7 business days, subject to the complexity of any clinical or payment investigation. If a refund is approved, it will normally be returned to the original payment method within 10–14 business days after approval.

A bank, card network or payment provider may take additional time to display the credit.

Cash refunds, refunds to a different account, or refunds to a third party may require identity and authorisation checks. The Clinic will provide a written breakdown if it deducts the value of properly delivered services or another lawful amount.

19. Chargebacks and payment disputes

Please contact the Clinic first where practicable so it can investigate an unfamiliar or disputed charge. This does not prevent you from exercising rights available through your bank or payment provider. Knowingly making a false chargeback or withholding material information may delay resolution and may be referred for lawful investigation.

20. Exceptional events

The Clinic will act reasonably where attendance or performance is affected by a documented medical emergency, government direction, severe transport disruption, extreme weather, system outage or another event beyond reasonable control. Depending on the circumstances, the Clinic may reschedule, transfer a deposit, extend a package or refund an unused amount. Mandatory rights remain unaffected.

21. Minors and authorised representatives

Bookings for a person under the legally applicable age must be made and managed by a parent or lawful guardian where required. The Clinic may request identification, proof of authority and attendance by the guardian. A refund to a representative may be made only after appropriate verification and normally through the original payment method.

22. Changes to this Policy

The Clinic may update this Policy to reflect changes in law, licensing conditions, payment methods or operational practice. The version presented or communicated when a booking or payment was made will normally govern that transaction unless a later change is required by law or is more favourable to the client. The "Last updated" date will be revised when the Policy changes.

23. Governing law and mandatory rights

This Policy is governed by the laws applicable in the United Arab Emirates and, where relevant, the Emirate of Dubai. Any jurisdiction provision is subject to the authority of competent UAE regulators and courts and does not deprive a consumer of a right or remedy that cannot lawfully be waived.

24. Contact

For cancellations, rescheduling, refund requests or complaints, contact: MILENA AESTHETIC CLINIC LLC, Villa D01, 892 Al Wasl Road, Umm Suqeim 1, Dubai, UAE, email info@milenaaesthetic.com, telephone/WhatsApp +971 56 454 4425.

Please do not use an unmonitored Website or social-media channel for urgent medical matters.