Booking, cancellation and refund policy

Why do you ask for a deposit at all?

When you book, we hold that time only for you and turn other clients away. That is why we ask for a deposit and for notice if your plans change.

Do I need a consultation first?

• Free consultation: about 10 minutes, to talk through what you want and whether it suits you. No deposit.
• Some treatments need a consultation before they can be booked, including face filler, skin boosters, permanent makeup, and device treatments for first-time clients. Your practitioner decides what is safe for you.
• Lip filler can be booked straight away. A consultation always takes place at the start of the appointment, before any treatment. If you are unsure, you can still book the free consultation first.

Will I need a patch test?

Some treatments need a patch test first, for example permanent makeup, brow and lash tints, lash lift, IPL, laser, peels and some facials. The patch test must be done at least 48 hours before the treatment, or the time we tell you. If you skip the patch test, we cannot treat you, and the appointment is treated as a late cancellation. A patch test reduces risk but cannot rule out every reaction.

How much is the deposit?

• Most treatments need a €50 deposit. Some need less (for example €20 for IPL hair removal and tattoo removal), a few need more (permanent makeup lips and brows package), and some need none (for example consultations, threading, brow lamination, lash lift and patch tests).
• The exact deposit is shown before you confirm your booking. That amount applies.
• Your deposit comes off the final price. It is not an extra charge.
• You can pay the deposit or the full price online. If you pay in full, you still only risk the deposit amount if you cancel late (see section 7).
• Gift vouchers can be used to pay the deposit and the balance.

Can I change or cancel my appointment?

Moving your appointment: with 24 hours' notice or more, your deposit always moves with you. From the second move of the same appointment, we may ask you to pay the new appointment in full in advance (your deposit counts towards it).

Each treatment counts on its own. If you booked more than one treatment with a deposit for each, each deposit follows these rules.

How to tell us: WhatsApp or call +353 85 186 5581, email hello@mirabellaesthetics.ie, or use the cancel or reschedule link in your booking confirmation. It is your job to make sure your message reaches us. Notice counts from the time you send it by the cancel link, WhatsApp or email, which all give you a timestamp, at any time of day. A phone call counts only if we answer it; if we do not, please send a WhatsApp or email.

A transferred deposit should be used within 3 months of the original appointment date. We remind you before then. If you have not rebooked after 3 months, we refund it to you, because you gave us proper notice. If you could not book because of us, we extend it.

What if I am running late?

Please arrive on time. If you are late, we may shorten your treatment so that the next client is not affected, and the full price still applies. If you are more than 15 minutes late, we may not be able to treat you safely in the time left, and the appointment may be treated as a no-show.

I paid in full. What if I cancel late?

We keep only the deposit amount for that treatment, plus the cost of any product prepared or ordered only for you, and refund the rest within 14 days.

What if I keep moving or missing appointments?

If you cancel late, move late or miss appointments two or more times, we will ask for a new deposit or full payment in advance for future bookings. If it keeps happening, we may decline future bookings. We will tell you in writing first and explain why. You can ask us to review the decision.

Appointments with no deposit (such as consultations) follow the same notice rules. After two no-shows, we will ask for a deposit before you book again.

What if I am ill on the day?

If you cannot come for a genuine medical reason, tell us as soon as you can. The first time, we will move your appointment at no cost, even at short notice. You do not need to tell us what the condition is, and we do not ask for medical certificates; your written confirmation is enough. If your health changes so that you are no longer suitable for any treatment your deposit could move to, we refund it. Repeated short-notice changes follow section 8.

What if you cancel or move my appointment?

You choose: a new time at no extra cost, or a full refund of everything you paid. If we cancel with less than 24 hours' notice for a reason that is not safety or an emergency, we also give you a €50 credit towards your treatment.

How old do I need to be?

• You must be 18 or over for every treatment. The only exception: under 18 only if the practitioner agrees at a consultation, with written consent from a parent or guardian, who must attend. Never laser or IPL under 18, and an under-18 can never book online.
• The only exception: when the practitioner considers a treatment suitable for a young person, with written consent from a parent or guardian, decided at a consultation. The parent or guardian comes to the consultation and signs the consent form together with the young person. A young person cannot book a treatment online on her own.
• We may ask for photo ID. We check it and do not keep a copy.
• If we cannot treat you because of your age, we refund your deposit in full, unless you gave us a wrong date of birth when booking. Then it counts as a no-show.

Why do you ask about my health?

Before treatment you complete a consultation and medical history form, and you sign a consent form. Please tell us everything, including medicines (prescription, over the counter, supplements), allergies, pregnancy or breastfeeding, recent treatments elsewhere, skin conditions, cold sores, and anything that has changed since your last visit.

If you leave something out or give us wrong information, you may be at risk, and we are not responsible for a reaction or result caused by information you did not give us.

If you are not suitable on the day because of something you could have told us earlier, or because you did not follow the pre-treatment instructions we gave you (for example sun exposure before IPL, or stopping certain skincare), the appointment is treated as a late cancellation.

Can you refuse or stop a treatment?

Your safety comes first. We may refuse, postpone or stop a treatment if:

• it is not safe or suitable for you, in your practitioner's professional judgement;
• your expectations cannot realistically be met;
• you seem to be under the influence of alcohol or drugs;
• you are abusive or aggressive to our team or other clients.

If we refuse on safety or suitability grounds and you could not have known earlier, we refund your deposit or move it, as you choose. You are never charged for a safety decision we make. If the reason is section 12 (missing information or instructions not followed) or abusive behaviour, the deposit is kept.

Are results guaranteed?

Every face and body is different. Results depend on your skin, anatomy, age, health, lifestyle, healing and aftercare. Photos, consultations, drawings and treatment plans show what is likely, not a guarantee. Some treatments need more than one session. Semi-permanent makeup needs a perfecting session, which is booked and paid separately. We never promise a particular result.

Why does aftercare matter?

You receive aftercare instructions after your treatment. Following them is your responsibility and makes a real difference to your result and safety. We are not responsible for problems caused by not following aftercare. If anything worries you after a treatment, contact us straight away. For anything urgent or severe, contact your GP or the emergency services first (112 or 999).

Can I get a refund for a treatment?

• A treatment cannot be returned once it has been carried out, and dissatisfaction with a result that was achieved with reasonable care and skill is not a reason for a refund.
• If a treatment was not carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2022. Tell us as soon as possible. We will look at it, usually in person, and offer a fair remedy: usually a correction or repeat of the service at no cost, or, if that is not possible or does not work, a price reduction or refund.
• Lip filler: a review appointment a few weeks after treatment is included if you ask for it.

I booked online. Do I have 14 days to cancel?

When you book at a distance (online, by phone, WhatsApp, email or social media), the law gives you 14 days from booking to cancel without giving a reason. In practice:

• With 24 hours' notice or more, you can always cancel and get your deposit back (section 5), whenever you booked.
• If your appointment is more than 14 days after you booked, you can cancel within 14 days of booking for a full refund, for any reason.
• If you choose an appointment within 14 days of booking, you ask us to start the service within the cancellation period. At booking you tick a box to confirm this request and that you understand you lose the right to cancel once the treatment has been fully carried out.
• If you cancel less than 24 hours before such an appointment, or do not come, section 5 applies and the deposit is kept.
• Once the treatment has been carried out, the right to cancel ends, because the service has been fully performed at your request.
• To cancel: use the cancel link in your confirmation, message or email us, or use the cancellation form at the end of this policy. You do not have to use the form.
• If you cancel under this section, we refund what is due within 14 days, using the payment method you used.

What about card disputes?

If you think we have kept money in error, please contact us first and we will review it. If a chargeback is raised for a deposit properly kept under this policy, we will send the payment provider your booking record and your acceptance of this policy.

Do you ever make exceptions?

We sometimes waive a rule as a one-off gesture. This does not change the policy or create a right to the same in future.

How do I make a complaint?

1. Tell us: in clinic, by WhatsApp or phone (+353 85 186 5581) or by email (hello@mirabellaesthetics.ie). Please give your name, date of treatment and what went wrong. Photos help.
2. We acknowledge your complaint within 3 working days.
3. We reply in full within 14 days, usually after seeing you in clinic if it is about a result.
4. If you are not happy with our answer, ask for it to be reviewed by the owner, who replies within a further 14 days.
5. You can also get free information from the CCPC (ccpc.ie), or use the Small Claims procedure (claims up to €2,000).

How do I contact you?

Mirabell Aesthetics, Dolcan House, 78/80 Tower Road, Clondalkin, Dublin, D22 N6F6. Phone and WhatsApp +353 85 186 5581. Email hello@mirabellaesthetics.ie. Operated by MIRABELL COSMETOLOGY LIMITED, CRO 794405.

Where is the cancellation form?

(Complete and return this form only if you want to cancel. You can also just tell us by message or email.)

To: MIRABELL COSMETOLOGY LIMITED, trading as Mirabell Aesthetics, Dolcan House, 78/80 Tower Road, Clondalkin, Dublin, D22 N6F6. Email: hello@mirabellaesthetics.ie
I hereby give notice that I cancel my contract for the supply of the following service:
Booking or order number:
Booked on:
Name:
Address:
Signature (only if this form is sent on paper):
Date: