Regarding AVAN TOKYO’s Cancellation Policy
At AVAN TOKYO, we have established a clear cancellation policy to ensure that patients can receive treatment with confidence. Please review the following information regarding appointment changes and cancellations.
Regarding Appointment Changes and Cancellations
If appointment changes or cancellations become necessary due to patient circumstances, please contact us as soon as possible. We request your cooperation to secure treatment opportunities for other patients.
Contact Methods
Please contact us regarding appointment changes or cancellations through the following methods:
- Telephone contact
- Email contact
- LINE contact (for registered users)
When contacting us, please provide your name, appointment date and time, and treatment content.
Regarding Cancellation Fees
Depending on the timing of appointment cancellation or change, the following cancellation fees may apply:
Consultation-Only Appointments
No cancellation fees apply for consultation-only appointments. However, if no-show cancellations continue, we may decline future appointments.
Treatment Appointments (Infusion Therapy, Intranasal Administration)
| Cancellation Timing | Cancellation Fee |
|---|---|
| Until the day before | Free |
| Same day | 50% of treatment fee |
| No-show cancellation | 100% of treatment fee |
Treatment Appointments (Injection Treatment, Delivery Treatment)
| Cancellation Timing | Cancellation Fee |
|---|---|
| Until 2 days before | Free |
| Day before | 30% of treatment fee |
| Same day | 50% of treatment fee |
| No-show cancellation | 100% of treatment fee |
*Cancellation fees are calculated based on the scheduled treatment fee. *If multiple treatments were scheduled, calculation is based on the total of all treatment fees.
Regarding Tardiness
If you will be late for your appointment time, please contact us in advance.
Tardiness Within 15 Minutes
Treatment time may be shortened; however, we will accommodate to the extent possible.
Tardiness of 15 Minutes or More
Depending on appointments with other patients, treatment may not be available. In such cases, this will be treated as a same-day cancellation and cancellation fees will apply.
No-Notice Tardiness
If you are 15 minutes or more late without contacting us, this will be treated as a no-show cancellation and a cancellation fee of 100% of the treatment fee will apply.
Cancellations Due to Unavoidable Circumstances
For cancellations due to unavoidable circumstances such as the following, cancellation fees may be waived or reduced:
Sudden Illness
When treatment cannot be received due to same-day sudden fever, illness, or other health issues. However, advance contact is a condition.
Public Transportation Delays or Suspensions
When clinic visits are difficult due to significant train or bus delays or suspensions. A delay certificate may need to be presented.
Natural Disasters
When clinic visits are difficult due to natural disasters such as typhoons, earthquakes, or heavy snow.
Family Member’s Sudden Illness or Accident
When clinic visits are difficult due to emergency circumstances such as a family member’s sudden illness or accident.
Even in these cases, please contact us in advance. If you do not attend without contact, this will be treated as a no-show cancellation.
Regarding Appointment Changes
If you wish to change your appointment date and time, please contact us as soon as possible. Depending on availability, changed appointments may not be available at your desired date and time.
Change Fee
No fees apply for appointment changes. However, please refrain from frequent changes as they inconvenience other patients.
Cancellation of Course Contracts
When course contracts for treatment have been made, the following cancellation policy applies:
Termination of Course Contracts
If you wish to terminate a course contract, written notification is required. At the time of termination, settlement will be made according to the following calculation method:
- Fee for completed sessions (regular fee)
- Refund for incomplete sessions (calculated from course fee)
- Termination fee (10% of incomplete sessions, maximum ¥20,000)
Changes to Course Treatment
Regarding changes to treatment content midway through a course, please consult individually. Additional fees may apply depending on the changed treatment content.
Regarding No-Show Cancellations
No-show cancellations not only deprive other patients of treatment opportunities but also disrupt medical institution operations.
Definition of No-Show Cancellation
Cases where 15 minutes or more have passed beyond the appointment time without contact and without clinic attendance are considered no-show cancellations.
Response to No-Show Cancellations
- In cases of no-show cancellation, a cancellation fee of 100% of the treatment fee applies.
- Until payment of the cancellation fee is confirmed, the next appointment cannot be scheduled.
- If no-show cancellations continue multiple times, we may decline future appointments.
Cancellations Due to Clinic Circumstances
Due to physician sudden illness or unavoidable circumstances, we may cancel appointments due to clinic circumstances.
Response to Clinic Circumstance Cancellations
- We will contact you as soon as possible and provide guidance for an alternative date and time.
- In cases of cancellation due to clinic circumstances, no cancellation fees whatsoever apply.
- If cancellation contact occurs while you are en route to the clinic, we may reimburse actual transportation costs.
Cases Where Treatment Cannot Be Provided
In the following cases, treatment may be declined or postponed:
Health Status Restrictions
- When fever exists (37.5°C or higher)
- When infectious disease is suspected
- When physical condition is markedly poor
- When pregnancy is confirmed (depending on treatment content)
- When the physician determines treatment is inappropriate for other reasons
In these cases, no cancellation fees apply even on the same day. However, advance contact is a condition.
Clinic Visits While Intoxicated
Clinic visits while intoxicated will result in declined treatment. In such cases, this will be treated as a same-day cancellation and cancellation fees will apply.
Payment Methods
Payment of cancellation fees is accepted through the following methods:
- Cash payment at next clinic visit
- Bank transfer (transfer fees are your responsibility)
- Credit card payment (telephone handling)
Please understand that the next appointment cannot be scheduled until payment of cancellation fees is confirmed.
How to Make Appointments
For smooth appointment scheduling, please cooperate with the following:
Requests When Making Appointments
- Please prepare multiple desired dates and times
- If treatment content is determined, please inform us
- First-time visitors should schedule including consultation time
- When appointment confirmation emails or SMS arrive, please verify content
Appointment Confirmation
We may contact you for confirmation the day before your appointment date. We request your cooperation.
Regarding Waiting Lists
If your desired date and time is fully booked, we can accept waiting list registration.
Waiting List Method
- Please apply by telephone or email
- If cancellations occur, we will contact registrants in order
- If you cannot accommodate at the time of contact, we will proceed to the next person
Request to Patients
At AVAN TOKYO, we employ an appointment system to provide high-quality medical care to all patients. Appointment cancellations and changes affect treatment opportunities for other patients.
Except for unavoidable circumstances, we request that appointment changes and cancellations be minimized. Additionally, if appointment changes or cancellations become necessary, please contact us as soon as possible.
We request your understanding and cooperation.
Inquiries
If you have any questions regarding the cancellation policy, please feel free to contact us.