At Hello Esthetics, we are committed to providing professional aesthetic, skincare, hair restoration, and cosmetic services with a strong focus on patient satisfaction, safety, and personalized care. We understand that circumstances can change, and we aim to make our appointment, consultation, treatment, and payment policies as clear and transparent as possible.
This Refund Policy explains the general circumstances under which payments, consultation fees, treatment charges, deposits, packages, and other payments made to Hello Esthetics may or may not be refundable.
By booking an appointment, purchasing a treatment, paying a deposit, or using our services, you acknowledge that you have read and understood this Refund Policy.
Important: This policy is intended as general website and business-policy content. Hello Esthetics should have the final version reviewed by a qualified legal professional to ensure it complies with applicable laws and regulations in Pakistan.
1. Our Approach to Payments and Refunds
Aesthetic and cosmetic treatments are often personalized according to an individual’s skin condition, hair concerns, facial structure, treatment goals, medical history, and professional assessment.
For this reason, some services may involve consultation fees, advance payments, deposits, treatment packages, customized products, or other charges.
Our refund decisions are based on the type of service purchased, whether the service has already been provided, whether products or materials have been prepared or used, and the circumstances surrounding the refund request.
We encourage every client to ask questions and discuss their expectations with our team before proceeding with a treatment or making a payment.
2. Consultation Fees
Some consultations may require a fee or advance payment.
A consultation fee may be charged for the professional time required to assess your concerns, discuss suitable treatment options, review your goals, and provide personalized recommendations.
Once a consultation has been provided, the consultation fee is generally non-refundable, regardless of whether you decide to proceed with a treatment.
If you need to change your appointment before the scheduled consultation, please contact our team as early as possible. Depending on the circumstances, we may allow the appointment to be rescheduled.
3. Appointment Deposits
Certain appointments or procedures may require an advance deposit to reserve a specific date and time.
A deposit may be used to secure clinical availability, allocate staff, reserve equipment, or prepare for a particular procedure.
Where a deposit is refundable under the applicable terms, the refund will be considered according to the cancellation and rescheduling conditions communicated at the time of booking.
If an appointment is cancelled without sufficient notice or the client does not attend, the deposit may be retained where permitted by the applicable booking terms.
4. Appointment Cancellations
We understand that unexpected situations can occur.
If you are unable to attend your appointment, please contact Hello Esthetics as soon as possible so that we can determine whether your appointment can be rescheduled.
Where possible, we encourage clients to provide reasonable advance notice for cancellations.
Appointments cancelled sufficiently in advance may be eligible for rescheduling, subject to availability and the specific terms associated with the appointment.
Late cancellations, repeated cancellations, or failure to attend an appointment may result in the loss of an applicable deposit or booking fee.
5. No-Show Appointments
A no-show occurs when a client does not attend a scheduled appointment and has not provided appropriate notice.
Because appointment slots are reserved specifically for individual clients, missed appointments can prevent another patient from using that time.
Where applicable, Hello Esthetics may retain an appointment deposit or booking fee for a no-show appointment.
Repeated no-shows may also affect the ability to reserve future appointments without advance payment.
6. Treatment Payments
Payments for treatments are generally associated with the professional services, clinical time, equipment, materials, products, and resources required to provide the selected procedure.
Once a treatment has been performed, the amount paid for that completed service is generally non-refundable.
This applies even if a client later decides that they do not wish to continue with additional sessions.
Before beginning a procedure, clients are encouraged to discuss the treatment process, expected outcomes, possible limitations, recovery requirements, and aftercare instructions with our team.
7. Treatment Packages
Hello Esthetics may offer treatment packages containing multiple sessions or services.
Package payments may be subject to specific terms communicated at the time of purchase.
If a package has already been partially used, any potential refund or adjustment may be calculated based on the services already provided, applicable package pricing, administrative costs, and other relevant circumstances.
Some promotional packages may have specific expiry dates or restrictions.
For this reason, clients should review the terms of a package before purchasing it.
8. Promotional Offers and Discounted Treatments
From time to time, Hello Esthetics may introduce promotional campaigns, seasonal offers, discounted treatments, bundled services, or special packages.
Promotional offers may have specific conditions, including:
- Limited validity periods
- Specific treatment dates
- Non-transferable offers
- Limited appointment availability
- Package requirements
- Advance booking requirements
- Restrictions on combining offers
Unless otherwise stated at the time of purchase, promotional or discounted services may be subject to the same cancellation and refund conditions as standard services.
9. Products and Skincare Items
If Hello Esthetics sells skincare products, cosmetics, or other physical products, refunds or exchanges may be subject to the condition of the product and applicable law.
For hygiene and safety reasons, opened, used, damaged, or altered skincare and cosmetic products may not be eligible for return or refund, except where required by applicable law or where the product is defective.
Products that are eligible for return should generally be returned in their original condition and packaging.
Clients should contact our team before returning any product so that the appropriate process can be explained.
10. Incorrect, Damaged, or Defective Products
If you receive a product that appears to be defective, damaged, incorrect, or materially different from what was purchased, please contact Hello Esthetics promptly.
We may request relevant information such as:
- Order or payment details
- Photographs of the product
- Packaging information
- Description of the issue
- Date of purchase
After reviewing the circumstances, we may offer an appropriate solution, which could include replacement, exchange, credit, or refund where applicable.
11. Treatment Results and Refund Requests
Aesthetic procedures can produce different outcomes for different individuals.
Factors such as age, skin type, genetics, lifestyle, hormonal changes, existing conditions, treatment history, aftercare, and individual healing responses can influence results.
For this reason, a particular aesthetic outcome cannot always be guaranteed.
A client being dissatisfied with an expected or desired cosmetic result does not automatically create an entitlement to a refund for a treatment that has already been properly performed.
If you are concerned about your results, please contact our team. We may arrange a follow-up consultation to assess your concerns and determine whether additional care, adjustment, or another appropriate course of action is recommended.
12. Prepaid Treatments and Unused Sessions
If you have paid in advance for a treatment or multiple sessions but have not yet received all of the services, please contact Hello Esthetics if you wish to discuss cancellation or refund options.
Eligibility may depend on:
- Whether any sessions have already been completed
- The terms of the package
- Promotional pricing
- Products or materials already allocated
- Administrative costs
- The reason for cancellation
- Any applicable legal requirements
Where a refund is approved, the amount may be adjusted to account for services already provided.
13. Refunds Due to Clinic Cancellation
There may be occasions when Hello Esthetics needs to cancel or significantly reschedule an appointment because of operational circumstances, equipment issues, staff availability, emergencies, or other unforeseen situations.
Where the clinic cancels an appointment and the client does not wish to reschedule, any eligible advance payment may be reviewed for refund according to the applicable terms.
We will make reasonable efforts to communicate cancellations or significant scheduling changes as soon as practical.
14. Medical or Professional Assessment
A treatment may sometimes be postponed, modified, or declined if our clinical team determines that proceeding may not be appropriate based on an individual’s circumstances.
Client safety remains a priority.
If a treatment cannot appropriately be performed following professional assessment, Hello Esthetics will discuss the available options with the client.
Any refund or transfer of payment will depend on the circumstances, the payment already made, services already provided, and applicable terms.
15. How to Request a Refund
If you believe you are eligible for a refund, please contact Hello Esthetics with the relevant information.
Your request should ideally include:
Name:
Phone Number:
Email Address:
Appointment or Order Details:
Date of Payment:
Service or Product:
Reason for Refund Request:
Payment Information/Receipt:
Providing complete information allows our team to review your request more efficiently.
16. Refund Review Process
Every refund request is reviewed according to the circumstances of the transaction.
Our team may consider:
- The service or product purchased.
- Whether the service has already been provided.
- Whether the appointment was cancelled or missed.
- Whether a package was partially used.
- The terms communicated at the time of purchase.
- Whether products or materials have already been opened, used, or prepared.
- Whether the request relates to a defective or incorrect product.
- Any applicable legal requirements.
A refund decision will be communicated to the client after the request has been reviewed.
17. Approved Refunds
If a refund is approved, Hello Esthetics will generally process the refund using the original payment method where reasonably possible.
The time required for the refund to appear in your account may depend on the payment provider, bank, card issuer, or other financial institution.
Hello Esthetics cannot guarantee the processing time of a third-party financial institution.
Where the original payment method cannot reasonably be used, our team may contact you to discuss an appropriate alternative.
18. Non-Refundable Services
Unless otherwise stated or required by applicable law, the following may generally be non-refundable:
- Completed consultations
- Completed aesthetic treatments
- Completed cosmetic procedures
- Missed appointments
- Late cancellations where applicable
- Used treatment sessions
- Opened or used skincare products
- Certain promotional offers
- Services already provided as part of a package
This list is not intended to override any rights or protections provided by applicable law.
19. Client Responsibility
Clients are responsible for providing accurate information when booking appointments and discussing their treatment goals.
Before undergoing a procedure, clients should disclose relevant information requested by the clinical team and follow professional instructions relating to preparation, treatment, and aftercare.
Failure to follow appropriate aftercare instructions may affect treatment outcomes and may also affect the assessment of complaints or refund requests.
20. Changes to This Refund Policy
Hello Esthetics may update this Refund Policy when necessary to reflect changes in services, payment processes, business practices, or applicable legal requirements.
The “Last Updated” date at the top of this page will be revised when significant changes are made.
We encourage clients to review this page periodically.
21. Contact Hello Esthetics
For questions about this Refund Policy, appointments, payments, cancellations, or refund requests, please contact our team.
Hello Esthetics
Location: I-8 Markaz, Islamabad, Pakistan
Phone: +92 303 8785555
Email: contact@helloesthetic.com
Website: helloesthetic.com
Our team will be happy to review your concern and explain the applicable process.
Our Commitment
At Hello Esthetics, we believe transparency is an important part of building lasting relationships with our clients. We aim to clearly communicate treatment information, appointment requirements, payment terms, and refund conditions before services are provided.
If you have questions about a treatment, package, appointment deposit, or payment, we encourage you to speak with our team before proceeding.
Our goal is to provide a professional experience built around clear communication, responsible care, patient safety, and respect for every client.
Hello Esthetics — Personalized Care. Professional Expertise. Your Confidence Matters.