This English version is a courtesy translation. The Spanish version is the only legally binding text; if the two differ, the Spanish version prevails. Read the Spanish version.
Legal documents
We want you to know from the start how cancellations and refunds work. Take your time to read it before booking and, if you have questions, message us.
At Clínica Quantum (Quantum Estética S.A.S, NIT 901.573.402-4) we offer personalized aesthetic medicine services and wellness procedures. Each treatment is designed exclusively for the patient based on their individual clinical assessment.
Because these are personalized, non-transferable medical and aesthetic services, results may vary depending on each patient's particular conditions, so it is important to read this policy carefully before booking any procedure.
Patients may cancel or reschedule their appointment at no additional cost with at least 24 hours' notice before the scheduled time.
Cancellations made with less than 24 hours' notice, or not showing up without prior notice, may result in a charge of up to 50% of the price of the booked service, at the discretion of the administrative team.
In duly justified cases of force majeure (medical emergency, family emergency), each case will be reviewed individually and we will seek a fair solution for the patient.
If, for any reason attributable to Clínica Quantum, it was not possible to provide the service on the agreed date and time, the patient will be entitled to reschedule at no cost or to a full refund of the amount paid.
Approved refunds will be processed within 5 to 10 business days after approval, using the same payment method as the original transaction.
Once a procedure has started or been completed, no refund applies, since staff, clinical supplies and professional time have already been allocated exclusively to the patient.
For packages or multi-session plans, sessions already performed are non-refundable. If cancellation of the remaining plan is requested, a refund will be issued in proportion to the number of sessions not performed, minus a 15% administrative fee.
Cosmetic products and home care kits sold at the clinic can only be exchanged or refunded if they have a proven manufacturing defect, within 15 calendar days of purchase and with the purchase invoice.
For safety and hygiene reasons, we do not accept returns of products that have been opened, used or handled.
Our patients' satisfaction and safety are our priority. If you have an adverse reaction directly related to one of our procedures, contact our medical team immediately.
Each case will be evaluated individually by Dr. Daniela Díez, medical director, and her team. If clinical responsibility is confirmed, the appropriate corrections, complementary treatments or compensation will be offered, in compliance with current Colombian health regulations.
To start a refund request, contact us in writing through our official channels (WhatsApp +57 300 244 0656 or email info@quantumclinica.com), including: full name, date of service, a description of the reason, and proof of payment.
Clínica Quantum will respond to the request within 3 business days of receiving it, with the decision and the next steps.
This policy is governed by Colombian law, in particular Ley 1480 de 2011 (Colombia's Consumer Protection Statute) and the regulations of the Ministerio de Salud y Protección Social (Ministry of Health and Social Protection) that apply to aesthetic medicine services.
For any unresolved complaint, the patient may go to the Superintendencia de Industria y Comercio (SIC, Colombia's consumer protection authority) or use the consumer protection mechanisms established by Colombian law.
