I recently had a disappointing experience with Therapie Clinic Glasgow and feel it’s important to share what happened so others can make informed decisions.
I booked a microneedling session over the phone and was asked to pay in full upfront, which I did. The appointment was scheduled for 22 days later. Five days after booking, I called to cancel and reques...
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I recently had a disappointing experience with Therapie Clinic Glasgow and feel it’s important to share what happened so others can make informed decisions.
I booked a microneedling session over the phone and was asked to pay in full upfront, which I did. The appointment was scheduled for 22 days later. Five days after booking, I called to cancel and request a refund.
During my first call, the receptionist told me that refunds were not possible and that only credit notes were offered. I explained that this policy had never been mentioned at the time of booking and that I wanted a refund. She said a manager would call me the next morning. When I asked for the manager’s email, I was told it was “private” and was instead given a general company email address, where I sent a detailed explanation of the issue.
The next day, I received no reply or call back. I phoned again and was told once more that the manager would call me — but no one did. I eventually contacted another branch in London to reach the Glasgow manager directly.
When I spoke to the manager, she initially insisted that I had signed a “no refund” agreement. I explained that I had only signed consent forms for a previous Botox appointment and had not signed anything for microneedling. After checking again, she said she would contact head office about it. I asked for a written response confirming this, but again received no follow-up.
Repeated calls went unanswered until I tried from a different number, at which point I was connected. The manager repeated that the company had a “no refund policy.” I again requested written confirmation of that statement.
Eventually, I received an email acknowledging that since there was no signed agreement, a refund would be processed within 5–10 working days and apologising for the inconvenience.
Under UK consumer law, there is no such thing as a blanket “no refund” policy for prepaid services. Customers are legally entitled to a 14-day cooling-off period when they book or pay remotely, unless they explicitly waive that right — which I never did. In my case, this legal right was initially overlooked.
In my opinion, this situation could have been resolved easily if clear communication and transparency were provided from the start. Anyone considering Therapie Clinic should ensure all terms are confirmed in writing before paying or booking any treatments.
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