Excellent service

I started my treatment in Oct 2024, was told that in maximum 9 months I will either have my hair or my money back. Paid for everything in full, followed the instructions, never missed an appointment. After 6 months there were no results, was told to keep going, after 9 months same thing. 12 months have passed and the results are minimal, definitely nothing compared to the before/after pictures that Jordan from the Liverpool clinic showed me. Even he said multiple times that it’s not as expected and “just needs more time”. After 12 months (3 more than what the deal was), I requested a refund, since there was a “money-back guarantee”. Jordan said that it worked a bit, so that means no refund, but I can keep trying the laser treatment if I want and, if he says that it’s not working in another 3 months he will do the refund. So those 9 months turned to 15, just because he wants to. I sent an email to the hlc people and it got ignored for weeks, then I replied to their newsletter email they send and they replied immediately. After asking the same questions again, they sent a short reply saying that the questions were sent to the relevant clinic and will get a reply back. This was more than a month ago. I do not recommend this treatment ONLY because they lied. I understand that this is a medical treatment, therefore everybody reacts differently, but to say “I am 100% sure it works, this is why you have a money back guarantee”, then to say “it worked a bit, so technically it worked, so no refund” is insulting. The customer support is non existent, because they just ignore the emails and it’s up to the accused person if you get the refund or not. If they would have said “results vary, you might not respond to any of the treatments”, then I would have been fine with spending almost £2000. They just lie to get your money. Edit after the reply from HLC: I had exactly 12 months of treatment, not 8.5. Jordan offered 3 more months when I requested my refund. That would have made it 15. First session 16/10/24, last session 15/10/25, so again, lies. If I had 30% of improvement, does that equal to successful treatment to you? Or does it mean that I get 70% of my money back? I was told “100% of the hair or money back guarantee”, not “some, maybe 25-30%”. I did email you twice to discuss about what can be done and you, being respectful and professional, ignored it both times. Please do email me directly, I do wish to discuss with you, but don’t offer more sessions, because that’s not what we discussed during the initial consult. 2nd edit after HLC edited their reply??: Jordan said “minoxidil is not necessary, but it helps”. I was not told it will be absolutely imperative to be used, otherwise the treatment takes years. Your first reply said 30% improvement, now you are changing it to 50%, so lies again. I understand that as a business you have to protect yourself, but I hope you never run a restaurant, otherwise people will order a pizza, then the waiter shows up with 30-50% of it and they get charged in full, then they get told they have to wait a few more weeks to get the rest and it may not arrive.