Consultation fees and deposits for aesthetics and cosmetic clinics: how to take them by phone

Should you charge for consultations?

There's no single right answer; it depends on your treatments and how many consultations don't turn into bookings. Clinics that charge usually do it for three reasons: consultations take prescriber or practitioner time, a deposit reduces no-shows, and a small charge filters out people who are only comparing prices. Clinics that don't charge often see more consultations but more no-shows. A common middle path is a consultation fee or deposit that's credited against treatment if the client goes ahead.

For UK clinics offering prescription-only treatments, the consultation also has a clinical role, and what your team can say about those treatments on the phone is restricted. See UK advertising rules for aesthetics phone enquiries. For Australian clinics, see AHPRA and TGA rules for cosmetic clinic phone enquiries.

What should your deposit policy say?

• The amount and whether it's a fee or a deposit credited to treatment.
• When it's refundable: how much notice a client must give to cancel or move without losing it.
• What happens on a no-show or late cancellation.
• Whether it transfers if the practitioner decides the treatment isn't suitable.
• How it's taken: payment link, card on file or in person.

Write it in plain words and use the same wording on your website, booking confirmations and phone script. For more on setting the policy itself, see deposit policies that reduce no-shows.

How to explain a consultation deposit on the phone

Keep it to one or two sentences, said before you confirm the slot: "We take a deposit to secure consultations. It comes off your treatment if you go ahead, and it's refundable if you give us 48 hours' notice. I'll text you a secure link now." Then:

• take the payment while the caller is still on the line, so the slot is only held once it's paid;
• confirm by text or email with the date, time, deposit and cancellation terms;
• keep treatment names out of texts if the client hasn't agreed to that, because phones are often seen by other people.

UK: cancellation rights on bookings made by phone

A booking taken over the phone is usually a distance contract. Under the Consumer Contracts Regulations 2013, a consumer can normally cancel a service contract within 14 days of making it (regulation 30), and the business must not start the service in that period unless the consumer has expressly asked it to (regulation 36). If the service starts early at the client's request and they then cancel, they can be charged for the service supplied up to that point. Which? summarises these rules for consumers (Which?). How this applies to a consultation booked days ahead is a question for your adviser, so check your deposit terms with them.

Australia: keep terms clear and fair

Keep your deposit and cancellation terms in plain English, tell clients before they pay, and get advice on how Australian Consumer Law applies to your no-show and cancellation fees.

This is general information, not legal advice. Check with your adviser, and see gov.uk or the ACCC for consumer rules.

How CallPad takes consultation bookings and deposits

CallPad answers your clinic's calls 24/7 and books consultation appointment types in real time with the right practitioner on supported booking systems. It can take a deposit on the call, either by texting a payment link or using a card on file in your booking system, so the slot is secured before the caller hangs up. It handles skin and laser patch tests, keeps treatment details out of reminder and confirmation texts, and sends clinical questions to your team: CallPad can transfer the call to a team member or take a message. Callers who reach you after hours get booked instead of sent to voicemail.

Related guides

• Med spa consultation calls: book consults and take deposits
• AI receptionist for UK aesthetics clinics
• AI receptionist for Australian cosmetic clinics
• Deposit policies that reduce no-shows
• UK GDPR and AI receptionists: a clinic checklist

Frequently asked questions

Should an aesthetics clinic charge for consultations?

Many do, often as a deposit credited against treatment, to reduce no-shows and cover practitioner time. Others offer free consultations to attract more enquiries. Track how many consultations turn into treatments either way.

How do I take a deposit over the phone?

State the policy in one or two sentences, send a secure payment link by text while the caller is on the line or use a card on file, and confirm the booking and cancellation terms in writing.

Can UK clients cancel a consultation booked by phone?

Bookings made by phone are usually distance contracts. Under the Consumer Contracts Regulations 2013, consumers can normally cancel a service contract within 14 days of making it. Check with your adviser how this applies to your deposit terms.

Can CallPad take consultation deposits?

Yes. CallPad can take a deposit on the call, either by texting a payment link or using a card on file in your booking system, and it books consultation appointment types in real time on supported booking systems.

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