Our Clinic Policies detail how we do business, what you can expect from us, and what we expect from you. They help to ensure a smooth, seamless, and hopefully a pleasant experience.
Our clinic policies help you decide and make an informed decision whether we are the right clinic for you. This includes how we handle cancellations and no-shows, what is and isn’t permitted in the clinic (e.g. inappropriate conduct), how we handle certain forms of payments, and so on.
To ensure your time with us is a pleasant experience, please take a moment to read over our clinic policies. If you do not agree with them, or they are not suitable for you, although unfortunate, it may be worth giving us a miss.
Appointments & Bookings
If you would like to schedule an appointment, we recommend using our online booking system. This is the most convenient, easiest and quickest way to secure your appointments.
We do not accept bookings via any form of messaging platform including Facebook, Instagram or Email. All bookings must be made via phone or the online booking system.
Once we’ve approved your appointment, you should receive a confirmation email and/or SMS outlining all the details. Please read these notifications carefully to ensure all information is accurate and correct. If it is not correct, please contact us immediately!
If you’re unsure what to book in for, please do not ‘guess’. Contact us to discuss further. We’re always happy to help!
High Risk Services & Treatments
To ensure your desired treatment goes ahead as planned… book a consultation!
Some of the treatments we offer have much higher risks of adverse reactions and side effects. These include treatments such as Skin Needling, TCA Peels and Laser based treatments.
While some treatments can be booked without a consultation, we do not recommend it – even if you’ve had these treatments elsewhere in the past.
Whether a treatment proceeds on the day will be at the sole discretion of the clinician treating you.
A consultation is always highly recommended to ensure safety and suitability.
If you book a treatment that we can’t perform on the day because we’ve deemed it unsafe and/or unsuitable for you, a suitable alternative will be offered.
As your treatment is already booked and time allocated to you, refunds will not be granted if we need to alter your chosen treatment.
Appointment Confirmations & Reminders
From the moment your booking is created, you should receive various emails and SMS notifications from us with details about your appointment.
Please read these carefully! If something doesn’t look right, contact us immediately.
You should also receive a reminder notification approx. 3~ days before your appointment. It’s at this point you must inform us if you cannot attend your appointment. We require a minimum 48 hours notice for all cancellations and reschedules.
While every effort is made to ensure confirmations and reminders are sent, it is your responsibility to ensure you attend your appointment as scheduled regardless. We can not and do not guarantee these messages will be received by you.
Arrival Time & Arriving Late
To ensure you receive the full treatment booked, you must arrive at least 5-10 minutes early. If you are late, your appointment may be cut short to ensure we remain on time for the appointment that follows yours.
Please plan your time carefully – especially if you are travelling long distances. Consider possible traffic conditions such as road-works etc, which may impact travel times.
If you arrive earlier than expected, you’re welcome to wait in our lounge and enjoy some quiet time to yourself with a beverage on us.
Why can't I book via email, message etc?
All bookings require a deposit and this can not be effciently and easily done via messaging platforms.
In addition, it takes some time to reply to your message. It could be several hours depending on how busy we are. If we were to reply with available times, we then need to wait for your response before locking in a particular date/time.
Depending on how busy you are, this again could take hours. In this time, many bookings have come through (by phone and online) removing some of the availabilties we initially provided you with.
If you happen to choose one of those times that are no longer available, then we need to repeat the process again. We’ve been down this path several times and in the end, the client has ended up calling anyway.
Calling us, or simply booking online saves everyone a lot of time. The process is significantly more streamlined and simple.
Inappropriate Conduct
We will not tolerate under any circumstances any illicit, sexual or aggressive remarks, advances or gestures towards team members or other clients. It will result in the immediate termination of your appointment and you will be asked to leave the premises.
In severe cases, including where something has been stolen or damaged – you will be banned from returning and appropriate authorities (such as the Police) may also be notified.
Children in the Clinic
Children are not permitted in the clinic – this includes babies in prams/strollers. You will need to make other arrangements for them. If you arrive with children, your appointment will not go ahead.
Apart from various OH&S concerns, the clinic is not the place to bring children.
The only exception is if your child is receiving a treatment themselves under your supervision. This must be approved by us before booking, and you must be present and in the treatment room at all times.
In this case, only the child receiving the treatment may enter. If they are not receiving a treatment themselves, they are not to enter the clinic.
Booking Policy
We respect your time, we know you are busy, which is why we go to great lengths to ensure you are well-informed about your upcoming appointments and that we remain on time throughout the day.
We are reserving time exclusively for you, and a highly trained, qualified and skilled clinician will be ready to take care of you for the duration of your appointment.
A non-refundable deposit is required to secure all appointments. This deposit demonstrates your commitment to the appointment, and ensures a genuine and legitimate appointment is being made.
If you do not wish to pay the deposit, your booking will not be accepted.
If you need to cancel, change or reschedule your appointment – you can do so once only per appointment providing a minimum 48 hours notice is given.
Failure to provide this notice will result in a fee equal to 50% of your total appointment value (e.g. your deposit).
In the event of No-Show, a 100% fee will apply. No further bookings will be accepted until this fee paid in full.
I never received my reminder SMS and/or email?
While we make every effort to ensure you receive all confirmation and reminder messages, we can not and do not guarantee it. We also cannot force you to read them, and unfortunately, many people do not.
The systems and services we utilise, like all technology, are prone to maintenance, unexpected down-time and general failures outside our control.
It is your responsibility to attend your appointment on time as scheduled, regardless of whether you received a reminder for that appointment or not.
Can someone else take my spot if I can't attend?
Absolutely! You are always welcome to send someone else if you can’t attend.
They do not need to receive the same treatment, but they will need to fill at least 90% the allocated time we had reserved for you.
By sending someone else in your place, your deposit will not be forfeited and will remain on file, and can be used towards your next appointment.
What happens if the minimum notice isn't provided?
A fee equal to 50% of the total appointment value will be charged (this is normally your deposit). We may request full payment upfront for your next appointment.
For Medical Aesthetics – your deposit will be forfeited in full.
What happens if I don't show to my appointment?
This is classed as a ‘no-show’ and full payment for the appointment will be required before any future bookings are accepted.
We may use any credit you have on file (such as deposits), or any gift vouchers you have assigned to you to cover the costs.
Multiple no-shows (especially in a short period of time) will result in future bookings being rejected.
What happens if I need to change more than once?
If you need to change your appointment more than once (eg. reschedule for a second time) a fee equal to 50% of the total appointment value will be charged. A new deposit will be required to make another appointment.
The above applies regardless of how much notice is given.
Cancelling an appointment and then creating a new one at a later date will be treated the same as if you simply rescheduled the original appointment.
Why can I only change my appointment once?
We can’t have the same appointments constantly changing and rescheduling. This wastes our time and prevents other clients from booking in. If you can’t commit to an appointment right now, postpone it until you’re certain you can.
If you’re on-call or work irregular hours that change often and sometimes on such short notice, we may not be the right clinic for you.
Why do we charge cancellation fees?
When you book an appointment with us, time is reserved exclusively for you. In some cases, that time can be held for weeks, and sometimes even months preventing other clients from booking in at that time.
With less than 48 hours notice, the chances of filling that time is greatly reduced. Even with a wait-list, not all clients can drop what they are doing on such short notice and attend in your place. It generally requires significant effort and work to try and fill last-minute cancellations. In most cases, the majority of that available time remains unfilled due to different client requirements.
This impacts our business financially – and in some cases can do so greatly. We still need to pay staff, and the bills certainly don’t stop.
What happens to my deposit if I cancel my appointment?
All deposits are non-refundable. They confirm your commitment to the appointment and help to eliminate fake/false bookings. If you can not commit to an appointment, we strongly suggest that you don’t make a booking.
If you provided 48+ hours notice…
In this case, your deposit is converted to credit and allocated to your account for future use.
The credit can be used towards future treatments/bookings, product purchases, and even gift vouchers. If you would like to make another booking using your deposit, you will need to call us.
If you can’t attend, or no longer want to, you may allocate this credit to another person. This can be done once only, which means the person you nominate to receive the credit must use it. It cannot be transferred to another person again, nor can be it be transferred back to you.
If you’d like to transfer credit to another person, you will need to submit the request via email.
If you did not provide 48+ hours notice…
Your deposit (normally 50% of the total appointment value) will be forfeited.
Exceptions may be made where you have a long history of attending all previous appointments and don’t have any previous history of no-shows or last-minute cancellations.
What is a Last Minute Cancellation / No-Show?
We define a Last Minute Cancellation as any cancellation/reschedule or change (shortening) that occurs within the require notice period as outlined above.
A No-Show is simply not attending your appointment, and not providing any notice that you’re unable to attend.
Results Disclaimer
The products and treatments we offer can and do achieve some incredible results. However, these results can and do vary from one person to another for many reasons. What works well for one person may not work well for another – which is why it’s vital that you book a consultation and seek independent, tailored advice specific to you before booking treatments.
Whether you undergo a consultation or not, no guarantees are provided or implied that a specific result will be achieved.
Any indications given – such as the number of treatments required and the time taken to achieve certain results – are indicative, are to be used as a guide only.
Your willingness to use and your consistency with home care products, and your willingness and consistency to attend all in-clinic treatments will contribute (often significantly) to how quickly you achieve results, and the quality of those results.
While we make every effort to achieve your desired results, we can not and do not guarantee it. There are simply far too many factors outside our control that make guarantees impossible to make or imply.
Pricing
All prices include GST of 10% unless specified otherwise. All prices are in Australian Dollars.
Every effort is made to ensure our prices are accurate and correct across all mediums including the website, printed price lists, online booking system, and so on. Unfortunately, from time to time, mistakes occur; and when it comes to ‘printed’ media (such as flyers and price lists) prices may become outdated and no longer current. All printed media should be used as a guide only.
For the most accurate and correct pricing please, our website supersedes all other forms of media.
If we change our prices, they become effective ‘immediately’ for all new appointments. Any existing appointments will carry the old pricing until that appointment is complete (or until agreed upon by us). If you rebook or cancel an existing appointment, the new pricing will apply.
If you’re currently undergoing to series of treatments but haven’t pre-paid for those treatments, we may agree to keep the treatment prices the same while you complete the series. This will be applied conditionally upon you pre-booking those treatments and attending as scheduled, as per your treatment plan.
Payment
In Clinic Payments
We accept payment via cash, card or ‘Buy Now Pay Later’ services including Afterpay and Zip. If you would like to pay by cash, we kindly ask that you bring the correct amount with you as change may not be available.
Split payments are available (part card, part cash) if needed.
Online Payments
Online payments are processed safely and securely using PCI-compliant, payment gateway providers/processors.
- Stripe is our preferred and primary online payment facilitator for all online payments, including subscriptions.
- Other options may be provided to you, such as PayPal when purchasing products online.
Buy Now, Pay Later
You are welcome to use these (Afterpay or Zip) to make purchases.
Please ensure your account with these facilities is set up, working and approved before visiting to ensure a quick and seamless transaction. We cannot assist you in setting these up, as they often request personal and financial information that we do not want to be privy to.
Credit Card Details
Entrusting payment details to any organisation is an important decision and certainly not one you should take lightly. We are not suited to handle your credit card details… so we don’t. Ever!
Instead, we’ve employed a number of payment providers/processors that are setup to handle such information in a secure manner:
- Stripe (for most online credit card transactions)
- PayAdvantage or PayRight (for any subscriptions)
Both of these are long-established payment processors that are PCI DSS compliment. All your payment details are sent directly to them and handled only by them – we never see your credit card details nor do we store them on any of our systems. Our systems communicate with theirs over a encrypted connection.
If you have disputes with a payment, they have great processes in-place to protect customers, so you can rest assured that you’re protected.
In short – your details are absolutely safe and secure! We take the privacy and security of your information very seriously.
Are my Credit Card details stored?
It will depend on the circumstances – but when they are stored, they are not stored by us. We pass your information to our payment providers/processors via an encrypted connection. We never see your details.
In most cases, you will be given an option to save your card details or not.
For example…
- If you purchase a Gift Voucher from us – the card details are not stored.
- If you purchase something from our online shop, you’ll be given the option to save your card details for future use/easier checkout in the future.
- If you book appointments online, you will be given the option to save your card details for future use/quicker and easier bookings in the future.
- If you make a one-time payment to us via our dedicated payments page, your details will not be stored.
No staff member, including management, can see your credit card details.
Treatment Packs
We may offer treatment packs that offer a discount for purchasing multiple of the same treatment in a single transaction. Eg. Buy 3, get 1 free. Alternatively, it could also be a combination of treatments and products offered as a package for a discounted price.
These treatment packs are non-refundable and non-transferable.
Upon purchase, we will allocate the package to the purchaser (the person who paid for the pack), unless otherwise stated by you at the time of payment. The package can only be redeemed by the individual that the package is allocated to at the time of purchase.
It cannot be shared with any other individual.
Promotions & Specials
We may run promotions and specials from time to time across various platforms and mediums including our website and social media. The following applies to all offers:
- One entry per person. If you are found to be cheating the system, you will be excluded from current and future offers.
- Prizes can not be used in conjunction with any other discount or offer you may have.
- Prizes are not transferable or redeemable for cash.
Any offer posted on ‘social media’ such as Facebook, Instagram, TikTok and Twitter is in no way sponsored, endorsed or administered by, or associated with the platform on which it is posted on.
Discounted & Free Treatments
If you receive a discounted or free treatment via one of our offers, please use it carefully. Once booked, it is final and can not be changed, rescheduled or cancelled regardless of the notice given.
Rewards + Referrals
Terms & Conditions
We are currently reviewing our rewards and referrals program. More information will be available at a later date.
SMS Discount/Coupon Codes
We may send you a discount/coupon code via SMS. Due to the limitations imposed on the SMS length, we are not able to provide specifics such as detailed terms and conditions of how the discount/coupon code can be used, it’s expiry, limitations of use, and so on. For this reason, we’ve provided detailed Terms & Conditions below that apply to all SMS discount/coupon codes unless otherwise stated.
Discount/coupon codes received via SMS:
- Exclude all medical aesthetic treatments, unless stated otherwise.
- Codes apply to skin and laser-based treatments only, unless stated otherwise.
- They do not apply to waxing, massage or lash lifting.
- Some treatments may require a Skin/Laser Consultation.
- We may refuse the booking if no consultation has been completed, and we have no history of previous skin and/or laser treatments on file or;
- it’s been longer than 6+ months since your previous skin or laser treatment.
- The treatment must be booked and received within 30 days of the message being sent/received.
Retail Product Price Match Policy
We may not be able to price match on all occasions, and there are no guarantees we can, but we’d love the opportunity to at least try!
Our Price Match Policy applies to identical products that are in stock and currently available to ship at the time of price matching. The competitor’s price must be verified by us. Price comparisons must include any delivery/shipping costs.
Exclusions may apply for:
- Cashback offers and store credits
- Bonus and bundled promotions (eg. buy 1 get 1 free; spend $200, get 10% off etc)
- Coupon promotions (eg. for subscribing to an email marketing list)
- Grey or direct import products not sold through an authorised Australian reseller/stockist
- Commercial orders
- Competitor advertising errors
- Member’s only or subscription pricing
- Competitor clearance products or products with limited or restricted quantities