Service & Refund Policy

Consultation fees are non-refundable. This fee covers professional time, skin analysis, treatment planning, and expert recommendations tailored to your concerns.

Should you proceed with treatment, the consultation fee may be credited toward your booked service at the clinic's discretion.

All treatments and services provided by Phemo Aesthetics are non-refundable once performed.

Due to the nature of aesthetic medicine, treatment outcomes vary from person to person depending on skin type, lifestyle, compliance with aftercare and individual response. While we are committed to the highest standard of care, results cannot be guaranteed and dissatisfaction with outcome alone does not qualify for a refund.

All deposits and booking fees are non-refundable but may be transferred to a rescheduled appointment if sufficient notice is given.

• Cancellations with at least 24 hours' notice may have their deposit transferred once.
• Cancellations within less than 24 hours will forfeit the deposit.
• Missed appointments or no-shows will result in full loss of deposit.
• Clients arriving more than 15 minutes late may be rescheduled and may forfeit their deposit at the clinic's discretion.

Prepaid packages are non-refundable once commenced. If cancelled before any treatment has been used, a refund may be considered within 5 working days of purchase, less any administrative fees.

Sessions already redeemed will be calculated at the full individual treatment price, not the discounted package rate. Any eligible unused portion may be issued as clinic credit, product exchange, or partial refund at management discretion.

All packages are non-transferable and valid for 12 months from date of purchase unless otherwise stated.

Skincare products purchased from Phemo Aesthetics are non-refundable once opened or used. An exchange or replacement may only be offered if:

• Product is unopened and returned within 7 days of purchase
• Product was received damaged or defective
• Incorrect item was dispensed

All approved returns must be accompanied by proof of purchase and returned in original packaging.

Treatments or packages purchased under promotional pricing, discounted offers or seasonal campaigns are strictly non-refundable and non-transferable.

Promotional bookings must be used within the validity period stated at purchase and may not be exchanged for cash, credit, or alternative services unless approved by management.

Refunds will only be considered in the following circumstances:

• A treatment was paid for but not rendered
• A duplicate payment was made in error
• A service is deemed medically unsuitable by the practitioner before treatment begins
• A treatment is cancelled by the clinic and cannot be rescheduled

Approved refunds will be processed within 7–14 working days using the original payment method.

Clients must disclose all relevant medical history, allergies, medications and contraindications before treatment. Phemo Aesthetics is not liable for adverse outcomes resulting from undisclosed medical conditions, failure to follow aftercare instructions, or external products not prescribed by our clinic.

In the event of an adverse reaction, please contact the clinic immediately so that appropriate review and support can be provided.

All refunds, credits and exchanges are issued solely at the discretion of Phemo Aesthetics management. We reserve the right to assess each case individually and determine the most appropriate resolution in line with fair practice, client safety and clinical standards.

For all refund requests, concerns or service-related queries, please contact us directly:

Email: phemoaesthetics@gmail.com
Phone: +267 71 291 641
Address: Plot 18680, Phase 2, Gaborone, Botswana

We are committed to resolving all concerns fairly and promptly.