Cancellation and Refund Policy

Last Updated: April 1st, 2026

Please read this Cancellation and Refund Policy carefully before purchasing a membership, coordination service, add-on, or other paid service through Aesthetica Health.

1. Scope of This Policy

This Cancellation and Refund Policy governs refunds, cancellations, credits, and related questions for Aesthetica’s non-clinical platform, membership, and coordination fees only.

Aesthetica is a non-clinical coordination platform and does not provide medical care, medical advice, diagnosis, or treatment. Medical services are provided solely by independent licensed healthcare providers. Fees charged by providers, facilities, laboratories, pharmacies, hotels, transportation vendors, recovery partners, or other third parties are separate and are not governed by this Policy unless Aesthetica expressly states otherwise in writing.  

2. Membership Activation

Aesthetica’s membership becomes active when:

• the patient completes the required intake and onboarding steps;
• payment is successfully processed; and
• Aesthetica begins case-opening, onboarding, provider outreach, records organization, consultation coordination, or related non-clinical work.

Unless otherwise stated in writing, the current membership fee is USD 500 and includes:

• access to the Aesthetica platform and membership workflow; and
• up to two introductory consultations with independent providers in Aesthetica’s network, subject to provider availability, scheduling, and fit.

The membership fee does not include:

• surgery or procedure fees;
• facility or hospital fees;
• anesthesia;
• laboratory or imaging fees;
• medications;
• travel or accommodation costs;
• aftercare or recovery costs;
• third-party concierge costs; or
• any other provider or third-party charges unless expressly stated.

3. General Refund Rule

Because Aesthetica’s fees compensate non-clinical coordination work, membership and coordination fees are generally non-refundable once work begins.

This means that once Aesthetica has begun onboarding, case opening, provider outreach, consultation coordination, records handling, scheduling support, or other coordination activities, the membership fee is considered earned in whole or in part, subject to applicable law and any specific written terms accepted at checkout.

4. When a Full Refund May Be Issued

A full refund of the membership fee may be issued if all of the following apply:

• the patient has fully and truthfully completed the required intake;
• no included consultation has yet taken place;
• Aesthetica is unable to secure even the first included introductory consultation; and
• the inability to proceed is due solely to threshold case ineligibility, provider non-acceptance for introductory review, or comparable platform-level inability to open the case.

In those circumstances, Aesthetica may issue a full refund of the membership fee to the original payment method.

5. When No Refund Will Be Issued

Except as expressly stated in this Policy or required by law, no refund will be issued in the following circumstances:

• the patient changes their mind after purchasing membership;
• the patient decides not to proceed after onboarding begins;
• one or more included consultations has been scheduled, conducted, missed, or forfeited;
• the patient does not like a provider’s recommendation, bedside manner, pricing, or treatment plan;
• the patient is not approved for a desired procedure by an independent provider;
• the patient decides not to travel;
• the patient fails to provide requested records, disclosures, or cooperation;
• the patient violates Aesthetica’s terms, policies, or code of conduct; or
• Aesthetica suspends or terminates services due to inaccurate disclosures, abusive conduct, payment issues, fraud concerns, or legal/compliance risk.

There is no guarantee of treatment, provider acceptance, medical eligibility, timing, or outcome, and dissatisfaction with any medical recommendation or clinical decision does not create a refund right against Aesthetica.

6. Use of Included Consultations; No Partial Refunds

The membership includes up to two introductory consultations, but those consultations:

• have no standalone cash value;
• are available only within the applicable membership/case period stated by Aesthetica;
• may be subject to provider availability and scheduling rules; and
• do not entitle the patient to a partial refund if only one consultation is used or if the second consultation is not used.

Once the first included consultation has been scheduled or completed, no refund of the membership fee will be issued unless required by law or expressly approved by Aesthetica in writing.

7. No-Show and Late Cancellation Policy

Unless a stricter provider-specific rule applies, the following rules apply to included consultations:

• if a patient cancels an included consultation with less than 72 hours’ notice;
• if the patient fails to attend;
• if the patient is materially late and the appointment cannot proceed; or
• if the patient fails to submit required documents in time for the consultation,

Aesthetica may treat that consultation as used or forfeited.

In such cases:

• the missed consultation may count against the two included consultations; and
• no refund or credit will be owed for that missed slot.

8. Add-Ons, Concierge Services, and Custom Coordination

Any add-ons, upgrades, concierge services, logistics support, or custom coordination services are billed separately unless clearly included.

Unless otherwise stated in writing:

• add-on fees become non-refundable once the related work begins;
• custom coordination work is non-refundable once initiated;
• rescheduling fees, priority response fees, rush fees, and similar charges are non-refundable once triggered; and
• unused discretionary services may, at Aesthetica’s sole discretion, be converted into a service credit rather than a cash refund.

9. Provider Fees and Third-Party Services

This Policy does not govern refunds for:

• physician or surgeon fees;
• hospital or clinic fees;
• anesthesia fees;
• labs, imaging, or pharmacy charges;
• flights, hotels, transportation, or recovery accommodations; or
• any other third-party goods or services.

Those amounts are governed by the terms, billing practices, and refund policies of the relevant independent provider or third-party vendor.

Even where such items are displayed in a single workflow, they may remain economically and legally separate from Aesthetica’s fees.

10. Promotions, Credits, and Referral Benefits

Promotional discounts, referral codes, gift cards, advisor incentives, and platform credits:

• may not be redeemed for cash;
• may not be retroactively applied unless Aesthetica expressly agrees in writing;
• may be forfeited upon cancellation, refund, fraud concerns, or policy violation; and
• may be revoked if issued in error or obtained through abuse of the platform or referral program.

If a refund is approved, Aesthetica may deduct the value of any applied promotional credit, bonus, or referral benefit to the extent permitted by law.

11. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, patients must first contact Aesthetica at [INSERT SUPPORT EMAIL] and provide a reasonable opportunity to review and respond to the issue, except where prohibited by law.

Improper chargebacks or disputes that contradict accepted checkout terms may result in:

• suspension of services;
• cancellation of remaining benefits;
• reversal of credits or incentives; and
• recovery efforts to the extent permitted by law and the governing agreement.

12. How to Request Cancellation or Refund Review

To request cancellation or refund review, please contact:

Aesthetica Health
Email: concierge@myaestheticahealth.com
Website/Portal: www.myaestheticahealth.com

Your request should include:

• full name;
• email used at checkout;
• date of purchase;
• brief explanation of the request; and
• any relevant supporting documentation.

Submitting a request does not guarantee approval. Refund eligibility will be assessed based on this Policy, the applicable Purchase Agreement, checkout terms, and any mandatory law.

13. Relationship to Other Documents

This Policy should be read together with:

• Aesthetica’s Terms of Use;
• Privacy Policy;
• Patient Purchase Agreement / Membership Terms;
• Order Form or Checkout Summary; and
• any other documents presented at checkout or onboarding.

If there is a direct conflict between this Policy and a patient-specific Order Form or signed commercial agreement, the patient-specific agreement will control for that issue unless mandatory law requires otherwise.

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