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Clinic Policies
Here's how we operate, plainly stated. We'd rather you know exactly what to expect than be surprised later.
Every policy below exists to protect one thing: that your diagnosis comes before any treatment recommendation. Nothing here is arbitrary. If a rule seems strict, it's usually there to protect that principle, or to protect your time and everyone else's.
Your Right as a Patient
Regardless of what brings you in, you can expect the following, every time:
1. A clear diagnosis, explained in plain language. Not just a label, but what it actually means for you.
2. Every treatment option laid out honestly, including doing nothing. Sometimes watching and waiting is genuinely the right call, and we'll say so.
3. To know the evidence behind any recommendation. We'll always tell you whether something is proven, still building evidence, or experimental.
4. To ask questions and get real answers. No question about your own care is too small.
5. To seek a second opinion, at any point, without it affecting your care with us.
6. To see and request copies of your own records.
7. To decline any treatment, at any stage, without your future care being affected.
8. Privacy and confidentiality, protected under the Data Privacy Act (details below).
If any of this ever feels like it isn't happening, please tell us. It matters to us more than you might expect.
These policies are shaped by the doctor's ongoing training as an Associate Member of the International Society of Hair Restoration Surgery (ISHRS) and current fellow in the Evidence Based Hair Restoration Fellowship (EBHF), as well as patient-safety frameworks drawn from internationally accredited healthcare institutions.
Your Part in This, Too
Good care runs both ways. Alongside everything above, we ask that you:
1. Attend follow-ups at the interval the doctor recommends, especially if you're on a medication that needs monitoring. This isn't about convenience. Skipping recommended follow-ups can genuinely affect your safety.
2. Give us honest, complete information about your health, medications, and history, even details that feel unrelated to your hair.
3. Let us know as early as possible if your plans change, so we can offer your slot to someone else.
We'll always hold up our side. We just ask the same in return.
Hours
We see patients in person Monday to Friday, 10 AM to 6 PM. We're closed Saturdays. Sundays are reserved for hair restoration surgery. Telemedicine consultations are also available and booked flexibly within the week.
When You Become a Patient
You're officially a patient once you've had a consultation with the doctor, whether in person or by telemedicine. Before that, we're not yet able to order lab tests or write specific medical letters on your behalf, even if your appointment is already confirmed. This isn't red tape. It's simply how the doctor-patient relationship works, and it protects both of us.
Fees
Our fee structure is built so the doctor is never financially better off recommending more treatment than you actually need. That's not an accident. It's the whole point.
Consultations, whether it's your first visit or a follow-up, are ₱2,000. This is because your fee covers the doctor's time, judgment, and advice, not a specific outcome. If a treatment has, say, a 40% chance of working, the fee is the same whether you're in the 40% who see results or the 60% who don't, because what you're paying for is honest, professional guidance, not a guaranteed result. We don't promise outcomes, and we never have.
That same honesty shows up in how we talk about treatments: we'll always tell you whether something is proven, still building evidence, or genuinely experimental before you decide on anything.
We're a private clinic, so HMO or insurance plans don't cover appointments, tests, and treatments.
Appointment Types
Different visits serve different purposes, so they're scheduled and priced differently. Here's the full picture:
New consultation: up to 60 minutes. This is your full diagnostic visit: history, exam, diagnosis, and written plan.
Follow-up: 25-30 minutes. For reviewing progress, adjusting your treatment plan, or discussing anything beyond what a quick procedure visit allows.
Steroid injection appointment: 5-10 minutes, just for the injection itself. We know it might feel like a good moment to ask other questions while you're already there, but there genuinely isn't time to cover anything beyond the injection properly in this slot. If you'd like to discuss your broader treatment plan, please book a follow-up instead. It's not about being strict. It's about giving your questions the actual time they deserve.
For alopecia areata, a follow-up (rather than an injection appointment) becomes necessary if it's been more than 3 months since you last saw the doctor, or if you have other things to discuss.
For scarring alopecia, a follow-up is built in after every third injection visit, or every 4-6 months, since prescription renewal in the Philippines requires review at least every 3 months anyway.
Typical injection schedule (adjusted to your response): Month 0, 1, 2, then a follow-up check-up at Month 3, continuing monthly with periodic follow-ups until the desired effect is reached.
PRP appointment: about an hour. This includes a brief 5-10 minute check-in before treatment (any changes to your health, medications, or side effects from your last session), followed by the PRP itself. Once PRP is shown to be helping, most patients settle into a rhythm of returning every 3 months.
If you want to discuss something unrelated to the PRP itself (other medications, blood tests, anything else), that quick check-in isn't the right moment for it. A separate 20-30 minute follow-up (₱2,000) covers that properly.
Typical PRP schedule: monthly for the first 3 sessions (with a follow-up check-up at Month 3), then Month 6, 9, and 12, continuing every 3-6 months from there depending on how you're responding.
Hair restoration surgery: your surgical consultation happens at least 2 weeks before the procedure date, giving time for labs and pre-op preparation. On surgery day itself, please clear your whole schedule. It's a time-intensive procedure. We'll see you again on Day 1 and Day 3 after surgery, then every 3 months going forward, to make sure healing is on track.
Typical surgery timeline: pre-op consultation, then surgery about 2 weeks later, follow-ups on Day 1 and Day 3 post-op, then every 3 months after that for ongoing monitoring.
Coming Prepared
We ask that you send blood test results, biopsies, or other records about a week before your appointment, along with your completed patient questionnaire. This isn't required to book (we'll always work with what you have), but it does help the doctor spend more of your actual appointment time talking with you, rather than reading through paperwork for the first time while you wait. If you show up without any of this, that's completely fine too. We'll simply spend a bit more of your appointment gathering it together, which just means slightly less time left for discussion. Nothing to worry about either way.
Letters and Formal Documentation
If you need a formal letter sent to another physician (a summary of your diagnosis, history, and recommendations), it's typically ready within 3 weeks. We know that can feel like a while if you're waiting on it, so we'd rather tell you honestly upfront than have you wonder. If there's a genuine urgency, let us know, and we'll prioritize accordingly.
Questions After Your Appointment, Including on Social Media
We follow you on social media too, and we know it might feel natural to just send a quick question there. But to protect your privacy, and everyone else's, we don't answer specific personal questions through social platforms, even in DMs. Please reach out through the office instead, by email (aguinaldohairlosscentre@gmail.com) or phone/Viber (+63 9956200976).
General questions that would genuinely help other people are welcome as public posts. Something like "do retinoids help hair loss with LPP?" is a great public question. Something specific to your own case, like "would retinoids help my hair?", is exactly what our office is for instead.
Cancellations
We ask for at least 48 hours' notice if you need to cancel or reschedule. That gives us time to offer your slot to someone else who's waiting. There's no fee for a cancelled or missed appointment, and your first late cancellation carries no consequence beyond that. We understand life happens. If it happens a third time without 48 hours' notice, your next booking will be treated as a new request rather than automatically kept at the same priority. This keeps things fair for other patients who are waiting their turn.
If We Ever Need to Cancel on You
We rarely cancel appointments, and we take it seriously when we do. We know patients sometimes travel a distance to see us. If something unavoidable comes up (illness, an emergency, an unforeseen disaster), we'll reach out as early as possible and get you rescheduled. This is genuinely uncommon, especially within 3 months of your booked date.
Running Late
If you arrive more than 20 minutes late, we'll still make sure you're seen before we close at 6 PM. If you're more than 30 minutes late, we may need to reschedule. We run a relaxed but punctual practice. Many patients travel from across Pasig City, Metro Manila, and beyond, and because we only book a limited number of appointments each day, delays really do ripple through the whole schedule. We know traffic and unexpected delays happen, and we're not trying to make you feel bad if you're running behind. We just ask for the same courtesy we commit to giving you: the doctor will never keep you waiting past your scheduled time, so we ask that you help protect that for the patients after you, too.
No Drop-Ins
Our days are fully booked, so we're genuinely not able to see anyone without an appointment. It's not about being unwelcoming. It's about protecting the unhurried time every booked patient deserves. If you're nearby and have a question, message or call us instead. Feel free to arrive 15-30 minutes ahead of your scheduled time.
Follow-Up Timing
How often you're asked to come back depends entirely on your diagnosis, not a fixed schedule we apply to everyone. Stable conditions might mean a check-in every 9-18 months; more active or progressive hair loss might need every 3-4 months. Most patients are seen at least every 3 months for prescription renewal, since Philippine law limits prescriptions to a 3-month validity regardless of condition.
We want to be direct about something: we deliberately aim for the fewest visits that keep you safe. This practice isn't built around generating extra appointments. If your condition is stable and doesn't need frequent monitoring, we won't ask you to come in more than that just because it's good for business.
Prescriptions
Prescriptions are valid until your next recommended follow-up, noted on your consultation summary. We won't renew a prescription past that date without seeing you again. This is about your safety, not inconvenience.
Payment
Payment is due at the time of your visit or treatment. We accept cash, major credit cards, and bank transfer. For consultations and non-surgical treatments, full payment is due on the day. These are single, defined services, so a simple flat payment keeps things clear for both of us. For hair transplant surgery specifically, we ask for a 10% down payment to secure your booking, with the balance due on the day of the procedure. Surgery is a bigger commitment, so this gives you a way to secure your date without paying everything upfront.
Seeing Family Members
We're glad to see multiple members of the same family, but each person needs their own appointment. A booked slot covers one patient's care, not the whole family's.
A Respectful Space for Everyone
We understand hair loss can bring up real stress and emotion, and we want this to be a space where you feel heard, including if you're genuinely frustrated about something. A strong reaction to a real problem is not the same thing as abuse, and we'll always listen to legitimate concerns, however firmly they're expressed. What we don't tolerate is verbal abuse toward our team: shouting, swearing, or repeated disruptive calls meant to intimidate rather than communicate. If something's bothering you about your experience with us, please tell us directly; we want to make it right.
Refunds
Consultation fees cover professional advice already given, and treatments already performed. Both are non-refundable once completed.
For Patients Under 18
Minors are seen only with a parent or legal guardian present, for both consultation and any procedure. For younger children, the doctor will always prioritize the child's comfort. If a child isn't at ease with a procedure, we'll discuss other options rather than proceed.
Your Privacy
Your medical records are handled in line with the Data Privacy Act, with your consent required for how they're used. Clinical photos are only taken with your knowledge, and are never used for teaching, marketing, or anything beyond your care without your separate, specific permission, which you can withdraw at any time.
If Something Goes Wrong
If you ever have a concern about your experience with us, please raise it. You won't be penalized for speaking up. We'll listen, take it seriously, and do our best to make things right. In the rare case of a complication or adverse event during treatment, we handle it immediately, document it properly, and tell you honestly what happened.
Telemedicine
Remote consultations are conducted personally by our licensed doctor. If you're joining from outside the Philippines, we'd recommend having any recommendations reviewed by a local physician where you live, since prescriptions issued here are valid only within the Philippines.
Emergency Care
Our clinic maintains a clear procedure for managing emergencies or adverse reactions during or after any procedure. Emergency contact numbers and the nearest hospital are always on hand, and our team is oriented to act immediately if something unexpected happens. If anything of concern occurs, it's documented properly and explained to you honestly, not minimized.
If you experience a medical emergency outside clinic hours, please go directly to the nearest emergency room. For anything that isn't an emergency but feels urgent, contact us, and we'll get back to you as quickly as we can.
Feedback About Your Overall Experience
Everything above covers individual visits and treatments. If you ever have feedback about the clinic more broadly, something that went well, something that didn't, or an idea for how we could do better, we genuinely want to hear it. Reach us at aguinaldohairlosscentre@gmail.com. Every concern raised is taken seriously and reviewed personally.
Have a question not covered here? Browse our FAQ or Get in touch. We're happy to help.
This is a living document. We review and update it as our policies evolve, so the version here always reflects how we actually operate today.