Payment, Cancellation & Refund Policy

Solaya Aesthetic and Wellness Center

Solaya Aesthetic and Wellness Center ("Solaya," "we," "us") is committed to providing safe, professional, and high-quality aesthetic and wellness services. Because each appointment involves dedicated clinician time, room allocation, and product preparation, this policy governs all payments, cancellations, rescheduling, and refunds for our services.

By booking, paying for, or receiving any service at Solaya, the client acknowledges that they have read, understood, and agreed to this policy in full.

1. General Payment Policy

All payments for consultations, treatments, packages, products, deposits, gift certificates, and promotional offers are final and non-refundable, except as expressly stated in this policy.

This policy does not apply to, and nothing here limits, any refund, replacement, or remedy required under the Consumer Act of the Philippines (RA 7394), the Civil Code, or other applicable law — including cases of proven service defect, gross negligence, or fraud on Solaya's part.

2. No Refunds — Client-Side Circumstances

Refunds will not be provided for:

• Change of mind after purchase
• Inability or unwillingness to complete a treatment for personal reasons
• Dissatisfaction arising from unrealistic expectations, or from failure to follow the recommended treatment plan or aftercare instructions
• Promotional, discounted, or bundled package purchases
• Sessions or packages that have expired under Section 5

3. Treatment Results

Aesthetic and wellness outcomes vary by individual and are affected by factors such as skin condition, age, lifestyle, medical history, and adherence to aftercare instructions. Solaya does not guarantee specific results. Variation in outcome, on its own, is not grounds for a refund, provided the treatment was performed as agreed and consistent with the standard of care disclosed and consented to before treatment.

4. Packages and Prepaid Treatments

4.1 Non-refundable. Prepaid packages are non-refundable once purchased.

4.2 Session transfer. Unused sessions in a package may not be converted to cash, but may be transferred to another individual, subject to:

• Written request from the original purchaser;
• The receiving individual completing Solaya's standard intake, health screening, and consent process before any transferred session is used, since suitability for treatment is assessed per person;
• Any price difference being settled if the receiving individual's treatment needs differ from the original package; and
• The transfer being completed within the package's validity period (Section 5.1)
  

4.3 Undelivered sessions. If Solaya permanently ceases operations, or is otherwise unable to deliver the remaining sessions in a package through no fault of the client, the client is entitled to a refund for the unused, undelivered portion only, calculated at the package's per-session rate (not the discounted bundle rate).

5. Validity, Rescheduling, and No-Shows

5.1 Validity period. Packages are valid for one (1) year from the date of purchase, after which unused sessions are forfeited unless a written extension is granted by Solaya.

5.2 Rescheduling. Clients may reschedule an appointment by notifying Solaya at least 24 hours before the scheduled time, subject to availability.

5.3 Late cancellation / no-show. Appointments cancelled with less than 24 hours' notice, or missed without notice, may be subject to a forfeited session, at Solaya's discretion. This will be disclosed to the client at the time of booking.

6. Products

For hygiene and safety reasons, opened or used skincare products, medications, and other consumable items may not be returned or refunded, unless the product is proven to have a manufacturing defect, in which case Solaya will replace the product or refund its price, at the client's option, consistent with applicable consumer protection law.

7. Medical Considerations

All treatments are subject to assessment. If Solaya's physician or licensed practitioner or aesthetician determines, during consultation or at any point before or during treatment, that a procedure is not medically appropriate or safe for a particular client, Solaya will, at its discretion and in consultation with the client:

• postpone the treatment until it is safe to proceed;
• offer an alternative service of equivalent value; or
• refund the amount paid for that specific undelivered treatment, if no suitable alternative is accepted by the client.

This ensures that fees are never retained for a service that clinically cannot be performed.

8. Informed Consent

Prior to any treatment, clients will be provided with information on the nature, expected outcomes, risks, and aftercare requirements of the procedure, and will be asked to sign a separate Informed Consent form. Purchase or payment does not substitute for this consent process, and treatment will not proceed without it.

9. Force Majeure

Solaya is not liable for delays or inability to perform services due to causes beyond its reasonable control (e.g., natural disasters, government-imposed restrictions, power or facility failures). In such cases, appointments will be rescheduled; no cash refund will be issued solely on this basis unless Section 4.3 applies.

10. Governing Law and Disputes

This policy is governed by the laws of the Republic of the Philippines. Any dispute arising from this policy shall first be addressed through good-faith discussion between the client and Solaya management before any formal action is pursued.

11. Acknowledgment

By proceeding with a purchase, booking, or treatment at Solaya Aesthetic and Wellness Center, the client confirms that they have read, understood, and agreed to this Payment, Cancellation & Refund Policy, and — where applicable — has provided this consent through a signed acknowledgment form or checkbox at the point of purchase.