Booking Policy
Last updated March 19, 2026
1. Cancellation & Rescheduling
We require 48 hours notice for cancellations or rescheduling.
With 48+ hours notice:
- You may reschedule to any available time within 3 months
- Your deposit (if applicable) transfers to your new appointment
- No penalty
Less than 48 hours notice:
- Deposits are forfeited
- You are welcome to book a new appointment
- No deposit transfer
No-shows:
- Deposits are forfeited
- Please contact us if emergency prevented attendance
2. Video Consultations
Free video consultations have a different policy:
- 24 hours notice required (not 48 hours)
- May only be rescheduled ONCE
- Less than 24 hours or no-show: Cannot rebook
- Free service (no deposit)
- Free 20-minute consultations via Zoom
- Working camera, microphone, stable internet required
- Zoom link sent via email after booking
- Test technology before call
- For information only - prescription treatments require in-person consultation
3. Deposits
For treatments priced £100 or above:
- £50 non-refundable deposit required
- Secures your appointment
- Must be paid within 24 hours via bank transfer
- Bank details sent via email after booking
- Deposit deducted from final treatment cost
For treatments under £100:
- No deposit required
- Full payment at appointment
Deposit refunds:
- Only if Phoenix CB cancels appointment
- Refunded within 3-5 business days
- No refunds for client cancellations (except 48h notice = transfer)
4. Late Arrivals
Please arrive on time for your appointment.
- Late arrival 15+ minutes: Treatment time shortened to stay on schedule for other clients
- Very late arrival (30+ mins): Appointment may be cancelled, deposit forfeited
- Video consultations: 5+ minutes late may result in shortened or rescheduled consultation
5. Age Requirement
- All treatments available to clients aged 18 and over ONLY
- No exceptions (insurance requirement)
- Valid photo ID required at first appointment
6. Mobile Service
- £20 travel fee applies to mobile appointments
- Within 10-mile radius of Swanscombe
- Travel fee non-refundable
- Subject to availability
- Selected holistic therapies only (massage, cupping, acupuncture)
7. Prescription Treatments
- Anti-Wrinkle and Dermal Filler treatments require in-person consultation with GMC-registered prescriber
- UK legal requirement
- Cannot be prescribed remotely
- Mandatory before treatment
8. Health & Safety
- Full health disclosure required at booking
- Some treatments contraindicated during pregnancy/breastfeeding
- Inform us of any medical conditions, medications, allergies
- Clinical photography mandatory for injectable treatments
9. Contact Us
Questions about our booking policy?
Call: 07479 675 995
Email: contact@phoenixcb.co.uk
Last updated: March, 19 2026
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