Rules

Cancellation Policy2025.05.01

We understand various circumstances may arise, but if you change or cancel your reservation after the end of business hours 2 business days prior to your appointment, or if you miss your appointment without notice, cancellation fees will apply as outlined below. Please make any changes or cancellations with ample time.

Cancellation/Change Deadline

Deadline	Note
By the end of business hours 2 business days prior	Please make sure to contact us by email even if the deadline has passed.

• Koenji Clinic: hadanoclinic[at]gmail.com
• Kojimachi Clinic: hadanoclinic.kojimachi[at]gmail.com

Cancellation Fees

Timing of Cancellation	Cancellation Fee
Until the end of business hours 2 business days prior	Free
Until the end of business hours 1 business day prior	30% of treatment cost
Day of appointment	70% of treatment cost
No-show (cancellation after appointment time)	100% of treatment cost

• Even for free consultations and treatments (such as Coretox touch-ups), a cancellation fee (¥2,200 tax included) will apply if you cancel after the deadline, as staff time has been reserved.
• For clients with hair removal package contracts, the terms in your contract take precedence.
• No cancellation fee will apply if treatment is changed or cancelled on the day based on the doctor’s or nurse’s judgment.

Same-Day Changes to Medical Hair Removal Treatments

Please note that changing your medical hair removal treatment on the same day may incur change fees.

Same-Day Change Fee	Type of Same-Day Menu Change
Free	Adding or excluding face/VIO areas in full-body hair removal Changing from 30-minute to 1-hour hair removal Changing from 1 area to 2 areas in partial hair removal Changing from time-based to area-based hair removal Increasing the number of needle hair removal treatments
¥2,200	Changing from 1-hour to 30-minute hair removal Changing from 2 areas to 1 area in partial hair removal Changing from area-based to time-based hair removal Decreasing the number of needle hair removal treatments
¥11,000	Changing from full-body hair removal to other hair removal treatments

• Menu changes may not be possible depending on laser availability and scheduling constraints.

 Payment Method and Regulations

Cancellation fees must be paid by credit card or bank transfer within one week.
For bank transfers:
For international transfers, please add a ¥2,450 receiving fee.
Transfer fees are the sender’s responsibility.

Frequently Asked Questions About Cancellations

What if I’m delayed by traffic or train delays?

Traffic congestion, parking issues, or minor delays (within 10 minutes) due to train delays cannot be considered. Please make sure to arrive with plenty of time to spare. Note: Cancellation fees will not apply in cases of severe weather or disasters that completely stop transportation.

I’m feeling unwell and can’t come. Will I be charged a cancellation fee?

If you are unwell and submit a medical receipt or doctor’s certificate (with the date of consultation) by email within one week, no cancellation fee will be charged except in cases of no-show cancellations. Note: This exemption does not apply if someone other than yourself (such as your child or family member) is unwell.

What happens if I’m frequently late or cancel appointments?

Late arrivals and last-minute cancellations inconvenience other patients. If you have three or more no-shows, same-day cancellations, or repeated late arrivals, we may restrict or refuse your future appointments.

What happens if I don’t pay the cancellation fee?

If payment is not confirmed, we may refuse future appointments and take other necessary measures.

Wait Times and Appointment Slots

Wait Times for Consultations and Procedures

At our clinic, the majority of consultation hours are fully booked. We strive to keep the average wait time around 15 minutes, with a maximum wait of 30 minutes whenever possible. As multiple patients are scheduled in each time slot, the order of calling may vary depending on the nature of each consultation. Additionally, you may notice that there are no other patients in the waiting area and wonder why you have not yet been called; in such cases, the doctor is often attending to surgical or procedural tasks. We kindly ask for your understanding in these situations.

Please note that if you arrive late, we prioritize patients who have arrived on time, which may result in a longer waiting period.

If we anticipate a wait time exceeding 15 minutes, our staff will provide an update on the expected wait. Should you experience a delay of over 15 minutes without receiving any information, please feel free to inquire at the reception desk.

Reasons for Wait Times

At our clinic, wait times may arise due to the following reasons:

• Delays from other patients
• Procedures or treatments taking longer than expected
• Urgent consultations without prior reservations

We occasionally receive feedback from patients expressing concerns about waiting despite having an appointment, while others are penalized for arriving late. However, even brief delays can accumulate, causing overall scheduling delays that ultimately affect patients who arrived on time. When all patients arrive promptly, we are typically able to maintain wait times within 15 minutes. To help reduce wait times for everyone, we appreciate your cooperation in arriving on time for your scheduled appointment.

Appointment Slots

Initial consultations are allotted 15 minutes, while follow-up appointments are approximately 5 minutes. To ensure a smooth experience, we recommend reviewing treatment details on our website prior to your visit. If additional concerns arise during follow-up visits, please book an initial consultation slot.

Wait Times for Placenta Injections

Many patients visit our clinic for placenta injections. While these injections are administered by our nursing staff, allowing us to minimize wait times, some patients may experience a wait of up to 10 minutes due to ongoing consultations or procedures (most patients are seen within 10 minutes).

We make every effort to facilitate a smooth experience for all patients. Thank you for your understanding and patience should any delays occur.

Precautions before your visit

Self-funded treatment and fees

Our treatments are not covered by insurance. Please confirm the fees in advance on each page. Treatment using unapproved drugs and medical devices in Japan is not covered by the Adverse Reactions Relief System for Drugs.

1. The consultation fee is 3,850 yen for an initial visit and 1,650 yen for a follow-up visit (tax included). For those who have previously visited our clinic, except for medical hair removal, the consultation fee will be the re-consultation fee even if the treatment menu is changed.
2. There is no consultation fee for medical hair removal, but a separate consultation fee will be charged when you receive other medical services.
3. If you are receiving the same treatment or injection by a nurse for the second or subsequent times and do not wish to have a medical examination, there is no consultation fee. However, if the treatment area is different, a consultation is required.
4. If you wish to purchase cosmetics, topical products, or vitamins for the second or subsequent time and do not wish to be examined by a physician, no re-consultation fee will be charged. You can purchase them at the reception desk without an appointment.

Consultation Timeframe

We will set aside 15 minutes for an initial consultation and 5 minutes for a follow-up consultation. Please read about the treatment and other information on our website in advance, as much as you can.

Arrival 15 minutes prior to the visit

Please arrive 15 minutes prior to your appointment time for your first visit to prepare your medical records and for the medical interview.

Identification documents

Please bring your passport, driver’s license, or other documents that can verify your identity for medical records.

Makeup

Please come to the clinic without makeup as we will examine your skin. You may come early and remove your makeup in the clinic. Please ask a staff member.

Precautions for medical examinations

About waiting time

Because our appointments are scheduled by time slots, several patients may come to the clinic at the same time. Please understand that the order in which you are called may vary.

The average waiting time is 15 minutes, and the longest is 30 minutes.

Photography and smartphone calls in the clinic

For the protection of personal information, unauthorized photography is strictly prohibited. Also, please set your phone to silent mode and refrain from talking in the clinic.

Gender Equality

Our clinic is committed to the philosophy of improving prejudice and inequality based on gender in the workplace (gender equality). There are cases in which female patients are treated by male nurses or male patients are treated by female nurses for injections and various procedures.

We are doing this as part of our duties as medical professionals, and we ask for your understanding and cooperation in this matter.

If you have a preference for a male or female nurse, please let us know at the reception desk. We will do our best to accommodate you. Please note that there may be a long waiting time or it may be difficult to accommodate you in such cases.

Customer Harassment

It is very unfortunate that some people give orders to our staff or yell at them suddenly, and we do not allow such people to visit our clinic.

The clinic assumes that the following behavior constitutes “customer harassment”.

Abusive or condescending attitude toward staff
(e.g., “Hey! You! or other words or actions that denigrate the personality of the staff member).

Sexual harassment
(Making sexual requests, sexual comments, touching, seducing, etc.)

Excessive demands beyond the scope of our medical services
(acts such as coercion to provide free medical care or treatment, refusal to pay fees, coercion to perform medically risky procedures, etc.)

Violence
(hitting, kicking, pushing, grabbing, throwing things, etc.)

Psychological aggression
(prolonged or multiple complaints that interfere with the performance of work, loud intimidation, abuse, slander, etc.)

We consider the feedback we receive from our patients to be valuable advice to us. However, we will refuse to provide any further medical treatment or treatment for the protection of our employees in the event of excessive behavior. In the event of a problem, we will make a thorough note of the problem in the medical record, and in some cases, we may take measures such as consulting a lawyer or the police, contacting them, or reporting the problem.

Please do not hesitate to consult with our receptionists, nurses, or doctors if you have any problems with your medical treatment. We will continue to make every effort to provide better medical care to our patients.

Frequently Asked Questions

Do you have English speaking doctors?

Please see the attending doctor table on the “About our clinic” page for English-speaking doctors.

Do you accept credit cards for payment?

We accept Visa, MasterCard, JCB, American Express, Diners Club, and Discover credit cards. Both lump-sum and installment payments are accepted.

We do not accept both credit card payments and cash at checkout.

Can a minor patient see the clinic alone?

If you are under 18 years of age, you must be accompanied by a parent or guardian for your first visit to receive medication or treatment. A minor can see the doctor alone during a follow-up visit.

Can I exchange or return my medication?

All medications and cosmetics prescribed by our clinic are not subject to the cooling-off policy and cannot be exchanged, returned, or refunded. Also, please understand that pharmaceuticals are prescribed on the assumption that they may have side effects, so refunds will not be accepted even if side effects are experienced.

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