MIRABELL

This policy explains how appointments, deposits, cancellations and rescheduling work at Mirabell Aesthetics, how course places at Mirabell Academy are booked and cancelled, and how refunds and returns are handled for treatments, products, digital purchases and gift vouchers. It applies to all bookings and purchases made online, by message, or in person, and forms part of our Terms & Conditions.

Nothing in this policy removes or limits any statutory right you have under Irish or EU consumer law that cannot lawfully be excluded, and any term found to be unfair is not binding on you.

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PART A - APPOINTMENTS, DEPOSITS & CANCELLATIONS

1. Booking & confirmation

Every appointment is reserved exclusively for you, for a set time. An appointment is confirmed once it is scheduled through our online booking system or directly with us. Some treatments require a consultation or patch test before booking can be completed, to assess suitability and safety. We reserve the right to decline or postpone a treatment where it is medically or professionally unsuitable.

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2. Deposits

Most treatments require a booking deposit to secure your appointment. Your deposit is applied toward the final cost of your treatment, secures a specific appointment time that we hold exclusively for you and do not offer to other clients, and is handled as set out below if you cancel, reschedule, or do not attend.

Our standard booking deposit is €50. A small number of treatments carry a higher deposit, set in proportion to the cost of the procedure, the clinical time reserved, and any product or preparation involved. Consultations and some other appointments are booked with no deposit at all.

The deposit amount that applies to your treatment is displayed before you confirm your booking, and you are asked to accept this policy at that point. By completing a booking you confirm that you have seen the deposit amount for your chosen treatment and accept the terms of this policy.

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3. Appointments booked without a deposit

Where an appointment is booked with no deposit - including consultations - the reserved time is held exclusively for you in exactly the same way, and the notice periods in section 6 apply.

Because no deposit is held, repeated non-attendance at these appointments is dealt with under section 9. Where consultations or other no-deposit appointments are booked and not attended on two or more occasions without notice, we will require a deposit before any further booking, and we may decline further bookings and remove access to our online booking system.

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4. Paying in full

You may choose to pay a booking deposit or to pay in full when you book. Paying in full secures your appointment in the same way as a deposit. If you cancel or reschedule with less than 24 hours' notice, or do not attend, we retain only the deposit-equivalent amount for that treatment (or any genuine costs already incurred on your behalf, such as product prepared specifically for you) and refund the balance of your prepayment. Paying in full does not reduce your rights under this policy compared with paying a deposit.

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5. Multi-session packages

Some treatments are offered as a package of sessions (for example, a course of three) at a reduced overall price compared with booking sessions individually. The package is paid for when you book, and sessions are scheduled one at a time - your next session is arranged once your previous session is completed.

• Each individual appointment within a package is subject to the same cancellation, rescheduling, no-show and late-arrival rules as any other booking (sections 6 to 15).

• If you choose to stop a package before completing it, any sessions already carried out are charged at our standard single-session price, and we refund the balance of what you paid. This means the package discount applies only to a fully completed course.

• Packages are valid for 12 months from the date of purchase. We will let you know your sessions are available to book within this period.

• Where a package includes any product or consumable prepared or reserved specifically for you, the cost of that may be deducted from a refund.

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6. Cancelling or rescheduling

Every appointment holds a specific time reserved exclusively for you, which we do not offer to any other client. Two rules apply together.

(a) Notice

• 24 hours' notice or more: your deposit transfers to your new appointment, or is refunded if you decide not to rebook.

• Less than 24 hours' notice, or no attendance: the reserved time can no longer realistically be filled, so the deposit is retained. This reflects the lost appointment time and the preparation already carried out, and is a genuine estimate of that loss rather than a penalty. It applies equally to cancellations and to reschedule requests made inside the 24-hour window.

(b) One move, as a goodwill gesture

We will move your appointment once, at no cost, where at least 24 hours' notice is given. Your deposit transfers to the new date.

If you then ask to move that appointment a second time, the goodwill move has already been used. Your original deposit (or, where you booked more than one treatment, each deposit) is treated as used, and a new deposit is required to secure any further appointment. This applies regardless of the notice given, because each change requires us to release a reserved slot, re-offer it, and re-administer the booking.

If you cancel outright after your appointment has already been moved once, the deposit for each affected treatment is retained on the same basis. Where you have booked more than one treatment in a single visit, each treatment holds its own reserved time and its own deposit, and this applies to each of them.

Section 11 sets out how this rule is applied where you cannot attend for genuine medical reasons.

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7. How to give notice

It is your responsibility to let us know if you need to cancel or reschedule and to make sure your message actually reaches us. You can contact us through any of our usual channels

• Email: mirabell.aesthetics.pmu@gmail.com

• Phone / WhatsApp: +353 85 186 5581

• Instagram: @mirabell.aesthetics

• Facebook: Mirabell Aesthetics

• TikTok: @mirabell.aesthetics.pmu

• Online booking system: through the link in your booking confirmation

Notice takes effect when it is received by us during our opening hours. A message sent outside opening hours takes effect at the start of the next working day. We recommend email or WhatsApp, as both give you a clear record of the time your message was sent.

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8. Missed appointments (no-shows)

If you do not attend a confirmed appointment and have not given notice, the deposit is retained. Where significant clinical time, product, or a visiting practitioner has been reserved for you, we may also apply a no-show charge of up to 50% of the treatment price, reflecting the reserved time and any preparation that cannot be recovered. Any such charge will be made clear to you in advance.

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9. Repeated changes and restricted booking

Because every booking holds a reserved time that other clients cannot use, repeated changes have a direct effect on the clinic and on other clients waiting for appointments.

Where you cancel late, reschedule, or fail to attend on two or more occasions, we will require a new deposit for any further booking, and may require full payment in advance. We will tell you in writing if this applies to you.

Where this pattern continues, we may decline further bookings and restrict or remove access to our online booking system. Any such decision is made only where the pattern of behaviour has a real effect on the running of the clinic. We will tell you in writing, explain the reason, and you may contact us to ask us to review it.

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10. If we decline or postpone on medical or safety grounds

If we decline or postpone your treatment because it is not medically or professionally suitable, or for any other reason on our side, your deposit is refunded in full or transferred to a future appointment, whichever you prefer. You are never charged for a decision we make.

Where a treatment is postponed because a pre-treatment requirement we gave you in writing was not followed, section 6 applies as it would to a late cancellation.

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11. If you cannot attend for medical reasons

We understand that illness and medical circumstances are outside your control.

• If you cannot attend for genuine medical reasons and this is the first time you have asked to change or cancel this booking, we will do our best to move you to a new appointment as soon as possible at no additional cost.

• Where your medical circumstances change to the extent that you are no longer suitable for the treatment you booked, or for any other treatment in our range to which the deposit could be transferred, we will refund your deposit.

• We may ask you to confirm in writing that you are unable to attend for medical reasons. You do not need to tell us what the condition is, and we do not ask for or keep medical certificates, letters or reports. Your written confirmation is enough. Where this happens more than once, section 9 applies in the normal way.

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12. If we cancel or reschedule

If we ever need to cancel or move your appointment, you may choose a new time at no additional cost, or receive a full refund of any deposit or prepayment. The choice is yours. Where we cancel with less than 24 hours' notice, and the reason is not clinical safety or an emergency, we will also apply a €50 credit toward your treatment.

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13. Late arrival

If you arrive late, we may need to shorten your treatment so that it does not affect other clients, or - where there is no longer enough time to carry it out safely - treat it as a missed appointment. Arrivals more than 15 minutes late may be treated as a no-show under section 8.

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14. Age requirement

We do not provide injectable treatments, or any other treatment restricted by age, to anyone under 18.

Where we have reason to believe a client may be under 18, we will ask for photographic identification confirming their date of birth. We check identification only and do not retain copies of it. We reserve the right to refuse treatment where age cannot be confirmed.

If we refuse a treatment on age grounds, your deposit is refunded in full. This applies whether you are under 18 or are simply unable to confirm your age on the day.

Where a booking is made using a date of birth that is not accurate, the refund above does not apply, and the appointment is treated as a missed appointment under section 8. This is because the reserved time cannot be recovered and could not have been offered to another client.

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15. Validity of a transferred deposit

Where a deposit is transferred to a future appointment, it must be used within 3 months of the date of the original appointment. We will remind you before it expires. Where you have not been able to book within that period for reasons on our side, we will extend it.

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16. Appointments at a glance

This summary reflects the full terms in sections 2 to 15 and is written to match them.

• Cancel or reschedule with 24 hours' notice or more: your deposit transfers to your next appointment, or is refunded if you decide not to rebook.

• Cancel or reschedule with less than 24 hours' notice: your deposit is retained.

• Moving your appointment: we move it once free of charge. A second change means a new deposit is required, whatever notice you give.

• Cancelling after your appointment has already been moved once: the deposit taken for each booking is retained. Where you booked more than one treatment, each with its own deposit, each deposit is retained; where a treatment and its add-ons were booked together under a single deposit, that deposit is retained.

• No-show: your deposit is retained, and a no-show charge of up to 50% of the treatment price may also apply where significant time, product or a visiting practitioner was reserved for you.

• Paid in full, then cancel late or do not attend: we retain only the deposit-equivalent amount (plus any product prepared specifically for you) and refund the rest.

• No-deposit appointments, including consultations: the same notice rules apply. Two or more no-shows means a deposit is required before booking again, and may lead to restricted booking access.

• Genuine medical reasons: we move you at no cost, or refund your deposit where you are no longer suitable for treatment.

• Age: we do not treat under-18s. If we refuse on age grounds your deposit is refunded in full, unless the date of birth given at booking was not accurate.

• Two or more late cancellations, reschedules or no-shows: a new deposit or full prepayment is required for future bookings, and continued repetition may lead to restricted booking access.

• Stop a multi-session package before it is completed: sessions already carried out are charged at our standard single-session price, and we refund the balance.

• If we cancel or reschedule your appointment: you choose either a new time at no extra cost or a full refund, plus a €50 credit where we give less than 24 hours' notice.

• Transferred deposits: valid for 3 months.

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PART B - TREATMENTS, PRODUCTS & VOUCHERS

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17. Treatments & services

Because aesthetic and beauty treatments are personal services carried out on you, we do not provide refunds for a treatment that has already been performed. By proceeding, you confirm you received a consultation and agreed to the treatment plan. As individual results naturally vary, dissatisfaction with an outcome that was carried out with reasonable care and skill is not in itself grounds for a refund. Where you book a treatment online for a specific date, you are requesting that appointment for that date; once the treatment has been carried out, any right to cancel that booking is lost. This does not affect your rights where a service is not provided with reasonable care and skill (see section 18).

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18. Faulty services

If a treatment or service is not provided with reasonable care and skill, please contact us so we can assess it and, where appropriate, offer a remedy in accordance with consumer law. We look at genuine concerns in good faith.

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19. Your right to cancel online orders (cooling-off period)

If you buy a physical product online or at a distance, you have the right to cancel within 14 days of receiving it, without giving a reason. To cancel, contact us with a clear statement before the 14 days end. This right is subject to the exceptions in section 20, and does not apply to a treatment once it has been performed (see section 17).

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20. Products - returns & exceptions

Where you exercise your cooling-off right, products must be returned unused and, for hygiene reasons, with any seal intact. For health and hygiene reasons we cannot accept the return of products that have been opened, unsealed or used, unless they are faulty. Returned products should be in their original condition and packaging where possible. You are responsible for the cost of returning a product unless it is faulty or was sent in error.

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21. Faulty, damaged or misdescribed goods

If a product is faulty, damaged on arrival, or not as described, please contact us promptly - within 48 hours of delivery for transit damage if possible - so we can act quickly. This request does not limit your statutory rights: where goods are faulty or not as described, you are entitled to a repair, replacement or refund under consumer law, including the short-term right to a refund within 30 days. We may ask for photographs to help assess the issue.

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22. Digital products & online courses

Digital products, including online courses and training materials, are supplied electronically. Where you ask for immediate access and the content is supplied during the 14-day cooling-off period, you expressly consent to this and acknowledge that your right to cancel is lost once access has been provided. Until access is provided, the standard 14-day cancellation right applies.

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23. Gift vouchers

Gift vouchers are valid for at least 5 years from the date of purchase, in line with the Consumer Protection (Gift Vouchers) Act 2019, and we confirm the expiry date in writing when you buy. You do not have to spend the full value in a single transaction, and you may use more than one voucher in a transaction. Where a voucher cannot be reused and you do not spend the full amount, we will reimburse any remaining balance over €1. Vouchers can be redeemed against treatments or products but cannot otherwise be exchanged for cash and cannot be replaced if lost or stolen. Vouchers must be presented at redemption.

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PART C - MIRABELL ACADEMY: IN-PERSON COURSES & TRAINING

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24. What this part covers

This part applies to in-person and live training courses delivered by Mirabell Academy. It does not apply to online or pre-recorded courses, which are covered by section 22.

Course places are limited. When you book, we reserve a place on a specific course date, allocate trainer time, and order or set aside materials. Some courses also involve arranging models; how this works for your course is set out in section 29. Because of this, the terms below differ from those for clinic appointments.

You are asked to accept these terms before payment is taken. Where anything in this Part differs from Part A, this Part applies to course bookings.

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25. Course deposits and fees

A deposit of €500 is required to secure a place on an in-person course. The deposit forms part of the total course fee and is not an additional charge.

The balance of the course fee is due on or before the first day of the course, unless we have agreed a different arrangement with you in writing. We may release your place if the balance is not paid by the date agreed.

The full course fee and the deposit amount are shown to you before you book.

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26. Cancelling or moving your course place - the 3-day rule

We ask for at least 3 full days' notice if you need to cancel or move your course place, so that we can offer it to another student and adjust materials and trainer arrangements.

• 3 full days' notice or more: your deposit is transferred once to another scheduled course date, or refunded if you decide not to rebook.

• Less than 3 full days' notice, or if you do not attend: your deposit is retained, and a new €500 deposit is required to book any future course.

The retained deposit reflects the course place that can no longer be filled at short notice, the trainer time allocated to you, and the materials and model arrangements made for your place. It is a genuine estimate of that loss and not a penalty.

A deposit is transferred once. If you then move or cancel that second course date, a new deposit is required to book again.

Where you have already paid the balance of the course fee and cancel late or do not attend, we retain only the €500 deposit (plus the cost of any kit or materials already issued to you, or prepared specifically for you) and refund the rest.

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27. Repeated changes to course bookings

Where a course place is cancelled late, moved, or not attended on two or more occasions, we may decline further course bookings, or require the full course fee in advance. We will tell you in writing if this applies.

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28. If we cancel or move a course

Courses run subject to minimum numbers and trainer availability. If we cancel or move a course date, you may choose a place on the next available date at no additional cost, or a full refund of everything you have paid, including your deposit. The choice is yours.

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29. Course materials, kits and models

Where a course includes a kit, materials or products, these are yours once issued and cannot be returned for hygiene reasons unless faulty. Where a kit has been issued or prepared specifically for you before a cancellation, its cost may be deducted from any refund due.

Where a course requires you to work on a model, it is your responsibility to arrange a suitable model unless we have confirmed in writing that we will provide one. If your model does not attend, we will do what we reasonably can to allow you to complete the practical element, but we cannot guarantee this, and it is not treated as a cancellation by us.

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30. Certification and completion

Certificates are issued on satisfactory completion of the course, including any attendance, practical and assessment requirements set out in the course description. Where these requirements are not met, we will explain what remains outstanding and how it can be completed. A certificate not being issued because course requirements were not met is not grounds for a refund.

Where a course requires accreditation by an external body, this is stated in the course description.

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31. Your right to cancel when you book a course online

Where you book a course online or at a distance as a consumer, you have a statutory right to cancel within 14 days of booking, without giving a reason, and this right applies in addition to section 26.

• If your course starts more than 14 days after you book, you may cancel within those 14 days and receive a full refund of your deposit and any fees paid.

• If you ask us to start supplying the course, or to send you materials or access, during that 14-day period, and you then cancel, we may charge a proportionate amount for what has already been supplied.

• Once the course has been fully delivered with your agreement, the right to cancel is lost.

To cancel under this section, contact us in writing before the 14 days end using any of the channels in section 7.

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32. Booking as a business

Some students book training as part of establishing or running their own business. Where you book a course for business purposes rather than as a consumer, the statutory consumer rights in section 31 do not apply, and the terms in sections 24 to 30 govern your booking. We will ask you to confirm which applies when you enrol.

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PART D - GENERAL

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33. How & when we refund

Where a refund is due, we process it without undue delay and within 14 days, using the same payment method you used, unless you agree otherwise. For cooling-off cancellations we refund the price plus standard outbound delivery; we are not required to refund any extra paid for faster or non-standard delivery.

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34. Payment disputes

Where a client or student raises a card dispute or chargeback in respect of a payment properly retained under this policy, we will provide the booking record, the confirmation of these terms, and a copy of this policy to the payment provider. If you believe an amount has been retained in error, please contact us first — we will always review it.

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35. Goodwill discretion

Where this policy states that a deposit is retained or not transferred, we may still choose to waive this as a one-off goodwill gesture. Doing so on any occasion does not change this policy and does not create an entitlement to the same treatment on any future occasion.

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36. Your statutory rights

Nothing in this policy removes or limits any right you have under Irish or EU consumer law that cannot lawfully be excluded, and any term found to be unfair is not binding on you. If you believe a charge has not been fairly applied, please contact us and we will review it in good faith.

Contact

Email: mirabell.aesthetics.pmu@gmail.com Phone / WhatsApp: +353 85 186 5581

Last updated: 25/07/2026