Viva Aesthetics Ltd – Cancellation & No-Show Policy

Purpose

Viva Aesthetics Ltd, trading as VIVA Skin Clinics, charges £75 for any appointment cancelled with less than 48 hours’ notice or missed without notice. This policy applies to all treatments and consultations at our Fitzrovia, Chelsea and Tunbridge Wells clinics.

Each appointment reserves a practitioner’s time, a treatment room and, in many cases, products prepared for you. Late cancellations and no-shows leave that time unused and stop other clients from being seen.

48-hour notice

We require at least 48 hours’ notice to cancel or reschedule an appointment. For example, a Friday 2pm appointment must be cancelled or moved by Wednesday 2pm.

You can cancel or reschedule by:

Using the VIVA app to manage, change or cancel your appointment
Calling us on 02037 332199 (Mon–Fri 10am–7pm, Sat 10am–4pm)

We do not accept cancellations or bookings by text or WhatsApp. Notice is counted from when the cancellation is made in the app or confirmed by our team.

£75 charge

A fee of £75 will be charged to the card held on file in either of these cases:

Late cancellation: the appointment is cancelled or rescheduled with less than 48 hours’ notice
No-show: you do not attend and have not told us in advance

The fee applies to free consultations as well as paid treatments. It is a charge for the reserved time, not a deposit, and cannot be put towards a future treatment.

Repeated late cancellations or no-shows may mean we ask for full payment upfront before booking you again, or decline future bookings.

Late arrivals

If you arrive late, your treatment may be shortened so the next client is not delayed, and the full treatment price still applies. If there is not enough time left to treat you safely, the appointment will be treated as a no-show and the £75 fee charged.

Card details and guest form

All appointments are booked online at vivaskinclinics.zenoti.com, where a valid card is required to secure the booking. By booking, you authorise Viva Aesthetics Ltd to charge this card £75 under this policy.

The guest form is mandatory and must be completed in the VIVA app before your appointment. If it is not completed and we cannot safely go ahead with treatment, the appointment counts as a late cancellation and the £75 fee applies.

Exceptional circumstances

We may waive the fee at our discretion in genuine emergencies, such as sudden illness, a family emergency or severe travel disruption. Please contact us as soon as you can; we may ask for reasonable evidence.

If we need to cancel or move your appointment, no fee applies and we will rebook you at the earliest convenient time.