Clinic Policies

Our Clinic Policies help you to understand how we conduct business – such as our expectations of you, and just as important, what you can expect from us.

Our Clinic Policies have been created to ensure a smooth, seamless, and pleasant experience. They help you understand what you can expect from us, and what we expect from you should you choose to book an appointment or purchase products etc from us.

They help to protect you – our valued clients – by clearly outlining and defining how we operate as a business. You can then make an informed decision about whether we are the right clinic for you or not.

To ensure your time with us is a pleasant experience, please take a moment to read over our policies.

By booking an appointment with us, you are acknowledging that you have read and agree to our Clinic Policies, and agree to follow all pre and post care advice provided to you – this includes the acknowledgment of all warnings during the booking process.

If our Clinic Policies are not suitable for you (you don’t agree with them), we advise not booking an appointment with us.

Appointments & Bookings

If you would like to make an appointment with us, we recommend using our online booking system. This is the most convenient, easiest and quickest way to secure your appointments.

Once we’ve confirmed you appointment, you should receive a confirmation email/SMS outlining all the details. Please read these carefully ensuring all information is correct. If it is not correct, please contact us immediately!

A non-refundable deposit is required to secure all appointments. If you do not wish to pay the deposit, your booking will not be accepted. The deposit confirms your commitment to the appointment and ensures a genuine, legitimate booking is being made.

If you’re unsure of what to book, we ask that you do not ‘guess’. Please contact us to discuss further.

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.

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 chidlren, your appointment will not go ahead.

Apart from various OH&S concerns, the clinic is simply not the place to bring children.

The only exception is if your child is receiving a treatment themselves under your supervision.

In this case, only the child receiving the treatment can enter. If they are not receiving a treatment themselves, they are not to enter the clinic.

We offer treatments that come with higher risks then others, such as Skin Needling, TCA Peels and Laser. While some of these can be booked without a consultation, we do not recommend it – even if you’ve had the treatments elsewhere in the past.

A consultation is always highly recommended to ensure safety and suitability of treatments. It also ensures the best results and successful treatment outcomes.

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.

Whether the treatment goes ahead or not is solely at the discretion of the clinician treating you. We will not enter into any debates or arguments.

You will need to contact us by phone to change an existing booking.

Some simply changes can be made via email but any reschedules or major changes will only be actioned via phone.

Please do not book another appointment until we have confirmed your existing booking has been deleted/cancelled.

From the moment your booking is created, you should receive various email and SMS notifications from us with details about your appointment.

Please read these carefully! If something doesn’t look right, contact us immediately. You can reply directly to email or SMS.

You should also receive a reminder notification approx. 3~ days prior to your appointment. It’s at this point you must inform us if you can not attend your appointment. We require a minimum 48 hours notice.

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.

We make effort to ensure you are well aware and well informed of the date/time of your appointment. In most cases, you pick the date/time yourself and we will confirm these details via email and SMS.

You must arrive at least 5-10 minutes early to ensure your appointment starts on time as scheduled. If you are late, your appointment may be cut short to ensure we remain on time for the appointment that follows yours.

If you believe you will be late, you must let us know ASAP. We will attempt to work with you to ensure you still receive the full treatment but we can only do this if you inform us prior to your arrival.

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 immediately.

In severe cases, including where something has been stolen or damaged on purpose – you will be banned from returning and appropriate authorities (such as the Police) may also be notified.

Booking Policy

We respect your time, we know you are busy – and we kindly ask that you respect ours. We are reserving time exclusively for you, and a highly trained, qualified and skilled team member will be ready to take care of you for the duration of your appointment. For this reason, we have a strict booking policy in place.

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 by either email or phone.

Failure to provide this notice will result in a fee equal to 50% of your total appointment cost.

What happens if we need to reschedule or cancel on you?

We strive to ensure this never happens, but if we need to reschedule or cancel your appointment and provide you with less than 48 hours notice, you’ll be entitled to the following:

  1. A full refund for the appointment we are rescheduling/cancelling. If you opt for a refund, the appointment is cancelled.
  2. Reschedule the appointment to another date/time that suits. In this instance, you’ll only be charged 50% of the total appointment cost.

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.

You must phone or email us during business hours. If we are unable to answer the phone, leave a message with your name, appointment date and time and contact number.

We do not accept notice via any other means – including social media platforms such as Facebook or Instagram.

A fee equal to 50% of the total appointment value will be charged (eg. your deposit). We may request full payment upfront for your next appointment.

For cosmetic injectables – your deposit ($50) will be forfeited in full.

This is called 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.

If you need to change your appointment again (eg. reschedule for a second time) a fee equal to 50% of the total appointment value will be charged (eg. your deposit). A new deposit will be required to make another appointment. This applies regardless of how much notice is given.

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 more 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.

Please choose your date and time carefully.

When you book an appointment with us, time is reserved exclusively for you. In some cases, that time can be held for weeks in advance, sometimes even months preventing other clients from booking in at that time.

With less than 48 hours notice, the chances of filling that time greatly reduces. 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 takes a lot of effort to try and fill last minute cancellations and in most cases, not all the time can be filled due to different client requirements.

This impacts our business financially, and in some cases, can do so greatly.

We define a Last Minute Cancellation as any cancellation/reschedule/change (shortening) that occurs within the require notice period as outlined above.

A No-Show is not attending your appointment and/or not providing notice that you’re unable to attend prior to your appointment start time.

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. What works well for one person, may not work well for someone else – which is why it’s vital that you book a consultation and seek independent, tailored advice from us prior to booking treatments.

No guarantees are provided by us that a specific result will be achieved.

Any indications given – such as number of treatments required, time taken to achieve results, and so on – are to be used as a guide only.

Your willingness to use and your consistency with home care products (both pre and post treatment), 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 far too many factors outside of our control that make guarantees impossible to make.

Before undergoing any treatments, we strongly recommend discussing your concerns with us during a Skin Consultation. We can then tailor a solution specific to your goals and expectations.

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 may be made; 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 visit out website. The pricing listed on our website supersedes all others. 

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. If you rebook or cancel an existing appointment, the new pricing will apply.

Payment

In Clinic Payments

We accept payment via cash, card or ‘Buy Now Pay Later’ facilities 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.

You can split payments (part card, part cash) if needed.

Online Payments

Online payments are processed safely and securely using PCI compliant, payment gateway providers/processors.

  • Stripe is currently used for all online payments, including subscriptions.

Buy Now, Pay Later

You are welcome to use these (Afterpay or Zip) to purchase from us.

Please ensure your account with these facilities is setup, working and is approved prior to visiting to ensure a quick and seamless transaction. We can not assist you in setting these up.

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.

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

Terms & Conditions

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 at 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 can not be shared with friends, family or any other individual.

Gift Vouchers

Terms & Conditions

Gift Vouchers can be purchased online or in clinic.

  • Gift Vouchers do not have an expiry date ‘except’ where a voucher has been issued for a special purpose (eg. special offer, promotion, giveaway etc).
  • Gift Vouchers are not issued for specific treatments. They are in dollar values only.
  • You can use a Gift Voucher in part or in full.
  • We are not responsible for lost/stolen Gift Vouchers and will not replace a Gift Voucher that has been lost/stolen.
  • It is the responsibility of the purchaser and the receiver to ensure the Gift Voucher remains safe and secure until redeemed.
  • Gift Vouchers are non-refundable and cannot be exchanged for cash under any circumstances.
  • Gift Vouchers can not be used to purchase other Gift Vouchers.
  • Gift Vouchers can not be used to directly purchase items on our online shop – you will need to contact us.

Donated Vouchers

If you hold a Voucher that we have ‘donated’ (eg. it has not been purchased), the Voucher comes with the following conditions of use unless otherwise stated:

  • It must be used in full. Any unused amounts are forfeited.
  • The expiry date is strictly 12 months from the date of issue. No exceptions will be made.

Addtional conditions may apply on a per voucher basis depending on the cirucmstances in which we supplied the voucher.

Promotions & Specials

Terms & Conditions

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

Rewards

  1. To redeem your points, you must have accumulated enough points to cover the entire cost of the treatment and/or products you wish to purchase. You can not use part points and parts payment.
  2. Points can only be redeemed against treatments and products that you have not previously purchased. This provides an opportunity to try something new.
  3. Points expire 12 months from the date they are acquired.
  4. Points can not be used to cover the costs associated with Last Minute Cancellations and No-Shows.
  5. Points may be forfeited and/or you may be excluded from the Rewards + Referral Program if you do not attend your appointment as scheduled (no-show) or there are multiple last minute cancellations.
  6. Points may not accrue during promotional periods dependent on the circumstances surrounding the promotion. However, in some cases we may double the amount of points you earn as a promotional offering.
  7. Points do not apply to packages or programs that have already been discounted.

Referrals

In order to receive your 250 bonus points for referring a new client to us:

  1. The person being referred must be a ‘new client’, having never visited us before or previously purchased any products or treatments from us.
  2. The ‘new client’ must list you as the ‘referee’ on their Induction Form.
  3. The ‘referrer’ must have visited us at least once in the previous 6 months to receive the bonus points.

We may, at our discretion, end this program (Referrals + Rewards) at any time and for any reason. We may also make changes to the program – including the rules and restrictions, and how you can receive and can redeem your points. Changes may happen on short notice or without any notice at all.

Online Shop

We offer a large range of products via our online shop.

Every effort has been made to ensure the information provided within our online shop is accurate and correct however, we can not guarantee it. If you see something that doesn’t look right, please contact us so that we can investigate it.

All products available to purchase should be in-stock and ready to ship as per our Shipping & Returns policy. However, in some cases, a product may be incorrectly listed as in-stock when in fact it is not. In this instance, we will contact you and you will have the option to either:

  • Request a refund which will be processed immediately.
  • Request that we order the product in for you (it may take 2-4 weeks for you to receive the ordered product).

If you choose to order the product in, no refund will be granted unless we are unable to get the product to you within 4 weeks.

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:

  1. Exclude any and all cosmetic injectable services.
  2. Codes apply to skin and laser based treatments only unless stated otherwise. 
    1. They do not apply to waxing, massage or lash lifting.
  3. Some treatments may require a Skin/Laser Consultation.
    1. 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;
    2. it’s been longer then 6+ months since you previous skin or laser treatment.
  4. The treatment must be booked and received within 30 days of the message being sent/received.

Questions or concerns?

We are always happy to answer any and all questions. Please feel free to send us an email by using the form on this page, or by calling us on 1300 065 163

Contact Us Form

Sorry, but you can not make appointments via email/text message. You will need to call us on 1300 065 163 or use online booking to schedule appointments.

If you have any questions or concerns about a particular treatment, please continue to complete this form.

You can only do this once per appointment!

You're welcome to cancel/reschedule each appointment once only. Any further changes will result in your deposit being forfeited. If you're not certain you can make the rescheduled appointment, please cancel it for now and rebook at a later stage. You can view our Clinic Policies here.