Student Clinic Refund Policy

Principle Alignment

• Bushidō (Integrity): Promotes transparency, fairness, and respectful conduct towards all users of the ASC teaching clinic.
• Omoiyari (Compassion): Considers emergencies, illness, and client safety case-by-case with care.
• Kaizen (Continuous Improvement): Clinic policies and refund rules are reviewed and adapted for client and student benefit.

1. Purpose

To provide clear, fair, and timely refund procedures for clients attending the ASC Student Clinic, consistent with ASC student and financial policies, and with sector best practices for client care and College operations.

2. Scope

Applies to all client appointments at the ASC Student Clinic (managed by ASC students under supervision), all administrative staff, and all payment/refund processing for these services.

3. Clinic Context

• The ASC Student Clinic is a teaching clinic:
  • All treatments are by final-year students under the direct supervision of professional staff.
  • Sessions occur in an open, shared clinic space with multiple clients and learning interactions.
  • Clients benefit from high-quality, affordable care while supporting student learning.

4. Cancellation & Refund Policy

4.1 Standard Appointment Cancellations

• 12 or more hours’ notice before appointment:
• Full refund provided upon client request.
• Less than 12 hours’ notice:
• No refund unless the cancellation is due to emergent medical or personal circumstances (see below).
• No-shows (missed appointments, no communication):
• No refund provided.

4.2 Medical & Emergency Situations

• Full refund is available for any cancellation due to:
  • Acute illness (student or client)
  • Medical emergencies
  • Family emergencies
  • Severe weather conditions affecting safety/travel
  • Other urgent circumstances (on a case-by-case basis, at the discretion of the Clinic Supervisor or Executive Manager)
• Written documentation may be requested if needed for reasonable assessment.

4.3 Client Comfort & Safety

• Clients are responsible for informing ASC/student staff of any relevant medical conditions or health status prior to treatment.
• If a treatment cannot proceed due to previously undisclosed medical or safety issues, the possibility and amount of refund will be reviewed case-by-case by the Clinic Supervisor and Executive Manager.
• Students may consult supervisors at any time during treatment for learning and safety reasons.

5. Payment Processing

• Refunds are always issued to the original payment method.
• Standard processing time is 5–7 business days from date of ASC approval.
• If a refund is denied or adjusted, the client will be notified in writing with explanation and info about appeals.

6. Refund Request Process

1. Clients may request a refund by completing the Student Clinic Refund Form.
2. All requests are reviewed by the Clinic Supervisor and, where required, the Executive Manager or Directors.
3. Approved refunds are processed within 5–7 business days, and confirmation is emailed or communicated to the client.
4. Complaints or appeals regarding a refund decision follow the Complaints and Appeals Policy.

7. General Conditions & Updates

• This policy may be updated at any time for operational or regulatory reasons.
• All changes will be published in the clinic, on the ASC website, and in relevant handbooks.