Clinically reviewed: Wed 31 July
We’ve made the payment stage of ordering as seamless as possible. We know it doesn’t seem logical to pay for your treatment before you know if we’ve approved your order. Take a look at how payments work.
When do I pay?
When you work through your online consultation form we’ll ask for your payment details in the final stages. However, we do not take payment at this stage. Our payment system contacts your bank or card provider and asks them to ‘hold’ the total amount of your order. At this stage the money does not leave your account and we do not receive it. This will show up on your statement as a ‘pending amount’ or ‘pending transaction’ whereby the amount is set aside for future payment.
What happens when my order is approved?
When your order is approved, the total order amount will then leave your bank account and be paid to Phlo Clinic. This happens automatically, so you don’t need to do anything further.
What if my order isn’t approved?
If your order isn’t approved, our system automatically tells your bank or card provider to release the hold on the order amount. Usually this means the money is released on the same day, but this is dependent on your bank or card provider.
What happens if there is a delay with my consultation review?
On the rare occasion where we’ve not been able to complete your consultation review within 6 days, the usual payment process doesn’t apply and your order total will leave your account.
This usually happens because we’re performing final suitability checks and making sure the treatment requested is right for you (such as information from your GP or we’ve asked you for additional health details). Financial safety protocols also prohibit us from ‘holding’ your payment details for any longer than 6 days.
If we then cannot approve your order, the full amount will be automatically refunded back to you via your original payment method.