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What happens if you need to move an appointment, cancel one, or cannot make it at all. Written plainly, because a policy nobody can understand protects nobody.
Last updated September 2026. This policy applies to Crystalline Clinic Nigeria, 3B Chris Madueke Street, Lekki Phase 1, Lagos.
We hold one slot for one client. When an appointment is missed without notice, that time cannot be given to somebody else who was waiting for it. That is the whole reason this policy exists.
If you need to cancel or move your appointment, tell us at least 72 hours beforehand. That gives us enough time to offer the slot to somebody else.
You may reschedule an appointment once. If you cannot attend the rescheduled appointment, the booking is cancelled rather than moved a second time.
The fastest way to do either is WhatsApp, on +234 706 670 2023. You do not need to explain why.
Where you cancel with less than 72 hours notice, or do not attend at all, 50 per cent of the amount paid is retained and the remainder is returned to you.
Cancel with more than 72 hours notice and the full amount is returned, or held against a future booking if you would rather.
If you booked a block or a course of treatments, the charge is applied against one session in the block rather than the whole thing.
If you are running late, tell us as soon as you know. We will do our best to still see you.
A late arrival may mean your appointment is shortened, because the client after you booked their time too. We will not rush a treatment to make up the difference.
More than 15 minutes late and we may not be able to treat you at all. Where that happens the appointment is treated as a missed one.
Emergencies happen. Illness, a family crisis, something genuinely outside your control.
Tell us what has happened and we will work with you. This policy exists to protect the diary from repeated no-shows, not to penalise somebody having a bad week.
Where several treatments are bought in one order, you book one appointment for the visit and that booking asks for your order number. We read the order and set aside the right amount of time.
Blocks and courses are bought once and redeemed one session at a time. You are not committing to fixed dates when you buy one.
Products are a separate matter from appointments. Unopened and unused items can be returned.
For hygiene reasons, intimate health products cannot be returned once opened. That is not a Crystalline rule, it applies to intimate products everywhere.
If something arrives damaged or is not what you ordered, message us and we will replace it or refund it. That is on us, not on you.
If we assess you and conclude that the treatment you booked is not appropriate, we will tell you and we will not perform it.
Where that happens, nothing is kept for a treatment you did not have. The consultation stands as what it was, a proper assessment and an honest answer.
Occasionally we have to move an appointment ourselves, through illness or something outside our control.
Where that happens you are offered the first available alternative slot, or a full refund. The choice is yours, not ours.
Ask us. We would far rather explain something before you book than argue about it afterwards.