Booking, Cancellation, Rescheduling and Refund Policy / 预约、取消、改期与退款政策

Last updated: 19 April 2026

English

At My Timeless, we aim to provide clear and fair booking terms for all patients and clients.

Some consultations, treatments, and follow-up services require advance booking and may require a deposit or full payment at the time of booking. We will make applicable fees and payment terms clear before you confirm your booking.

If you need to cancel or reschedule an appointment, please contact us as soon as possible and, wherever reasonably possible, at least 48 hours before your appointment time.

Where at least 48 hours’ notice is given, we will usually offer either a rearranged appointment or, where appropriate, a full or partial refund depending on the service booked and any direct, non-recoverable costs already properly incurred.

Where less than 48 hours’ notice is given, or where you do not attend an appointment, we may retain all or part of any deposit or charge a reasonable cancellation fee to reflect clinician time reserved and other direct losses or costs already incurred.

Where you book a service online, by phone, or by another distance method, statutory cancellation rights may apply in some circumstances. If you ask us to begin the consultation, assessment, or other service during any applicable cancellation period, you may still be entitled to cancel before the service has been fully performed, but you may be required to pay for the part of the service already supplied up to the time of cancellation. Where a service has been fully performed after you expressly requested it to begin during the cancellation period, the right to cancel may be lost where the legal requirements for this have been met.

Payment for a consultation, assessment, or booking does not guarantee that any treatment, prescription, or product will be provided. All treatment and prescribing decisions are subject to consultation, medical review, and clinical suitability assessment by a qualified clinician.

If, following consultation, a treatment or prescription is not clinically appropriate, we will explain the outcome. Where appropriate, we may offer an alternative service, a rearranged appointment, account credit, or a refund for any amount paid for services or products not supplied. Consultation fees and clinical assessment fees are generally non-refundable once the consultation or assessment has been provided.

Once a clinical assessment has been completed and/or a prescription decision has been made, and once medication or a clinician-specific product has been ordered, prepared, dispensed, or supplied, related clinical, prescribing, dispensing, preparation, or fulfilment charges may be non-refundable except where required by law.

In rare circumstances, we may need to rearrange or cancel an appointment, for example because of clinician illness, safety concerns, or events outside our reasonable control. Where this happens, we will offer either a rearranged appointment or a refund of any amount paid for the affected service.

Approved refunds will normally be returned to the original payment method within 14 days of agreement.

For cancellation, refund, or rescheduling requests, please contact us at contact@mytimeless.ai or use the details shown on our Contact page.

Nothing in this policy affects your statutory rights.

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中文

在 My Timeless，我们致力于为所有患者和客户提供清晰、公平的预约规则。

部分咨询、治疗及复诊服务需要提前预约，并可能要求在预约时支付定金或全额费用。我们会在您确认预约前，清楚说明适用费用及付款条款。

如您需要取消或改期，请尽快与我们联系，并在合理可行的情况下至少于预约时间前 48 小时通知我们。

如已给予至少 48 小时通知，我们通常会提供重新预约，或在适当情况下，根据所预约服务的性质以及我们已合理实际发生且不可追回的直接成本，安排全额或部分退款。

如通知时间少于 48 小时，或您未按时到场，我们可能保留全部或部分定金，或收取合理的取消费用，以反映已预留的临床时间以及我们已经实际发生的其他直接损失或成本。

如您通过网站、电话或其他远程方式预约服务，在某些情况下您可能享有法定取消权。如您要求我们在适用的取消期内开始提供咨询、评估或其他服务，您在服务尚未全部完成前可能仍可取消，但可能需要支付截至取消时已经提供部分的相应费用。如服务已在符合法律要求的情况下、并经您明确要求后于取消期内被完整履行，您的取消权可能丧失。

支付咨询费、评估费或预约费用，并不保证一定会获得某项治疗、处方或产品。所有治疗及处方决定，均须经过具备相应资质的临床人员进行咨询、医疗审查及临床适应性评估后方可作出。

如在咨询后，某项治疗或处方被判断为不适合临床提供，我们会向您说明结果。在适当情况下，我们可能提供替代服务、重新预约、账户抵扣，或退还尚未提供的服务或产品对应款项。咨询费及临床评估费一旦相关咨询或评估已经完成，通常不予退还。

一旦临床评估已经完成，和/或处方决定已经作出，且药品或临床定制产品已经进入订购、准备、配发、调配或交付流程，与之相关的临床、处方、配发、准备或履约费用，除非法律另有要求，可能不予退还。

在少数情况下，我们可能需要改期或取消预约，例如临床人员突发无法出诊、安全原因，或发生超出我们合理控制范围的事件。如发生此类情况，我们将提供重新预约，或退还受影响服务已支付的相关款项。

经确认批准的退款，通常将在达成退款安排后 14 天内退回至原支付方式。

如需取消、退款或改期，请发送邮件至 contact@mytimeless.ai，或通过“联系我们”页面所示方式与我们联系。

本政策不影响您享有的任何法定权利。