AVA CLINIC REFUND & CANCELLATION POLICY

At Ava Clinic, we are committed to providing you with the highest quality of care and professional services. To ensure the sustainability of our practice and the availability of appointments for all clients, we operate under the following Refund Policy:

Ava Clinic is owned by Princeton Healthcare Sdn. Bhd., Reg. No. 202501022556 (1623969-T). The following terms apply for all purchases or payment made to Ava Clinic or Princeton Healthcare Sdn. Bhd.

1. GENERAL REFUND TERMS

All sales are final. Payments made for consultations, individual treatments, and prepaid packages are non-refundable and non-exchangeable for cash.

By utilizing our services, you acknowledge and agree that refunds will not involve any cash or bank transfer payments, except where required by Malaysian Consumer Law.

2. TREATMENT PACKAGES & UNATTENDED APPOINTMENTS

If you are unable to complete a prepaid package or attend a scheduled appointment, you may request to convert the remaining balance into Ava Skincare Products or store credit, subject to management approval.

The value of the exchange will be calculated based on the remaining balance after deducting the full retail price (non-discounted rate) of any treatments already utilized.

3. CANCELLATION & NO-SHOW POLICY

Notice Period: We require at least 24 to 48 hours notice for any cancellation or rescheduling.

No-Shows: If you fail to attend a scheduled appointment without notice, the deposit or one session of your prepaid package will be forfeited automatically. No refunds or product exchanges will be provided for no-shows.

Late Arrivals: If you arrive more than 15 minutes late, your appointment may be shortened or cancelled to avoid affecting the next client. The session will be charged in full.

4. MEDICAL UNSUITABILITY

If a physician at Ava Clinic deems you clinically unsuitable for a specific treatment during your consultation, any prepaid fees for that treatment may be transferred to a more suitable alternative service or converted to store credit.

5. PRODUCT RETURNS

Skincare products are non-refundable once the packaging has been opened or the seal is broken.

Faulty or defective products must be reported within 7 days of purchase with the original receipt for an exchange.

6. REFUND REQUEST PROCESS

To request a change or exchange, clients must:

Submit a written request via email to connect.avaclinics@gmail.com.

Include your full name, IC number, date of purchase, and the specific reason for the request.

Management will review and respond within 7–14 business days.

7. POLICY MODIFICATIONS

Ava Clinic reserves the right to modify or update this policy at any time without prior notice. Any changes will be updated on our official website and in-clinic signage.