To help us provide the highest level of service to all clients, the following policy applies to all appointments, deposits, prepaid treatments, memberships and treatment packages.

Appointment Reminders

A reminder notice is sent via SMS and email approximately 3 days prior to your appointment. It is the client’s responsibility to ensure their contact details are current and to notify the clinic if they have not received a reminder.

Cancellations & Rescheduling

If you need to cancel or reschedule your appointment, please contact the clinic by phone. Phone calls allow us to assist you more efficiently and avoid delays that can occur through multiple text messages, emails or social media messages.

Deposits & Refunds

Deposits and prepaid treatment fees are non-refundable for cancellations made within 24 hours of the scheduled appointment time.

As appointments are reserved exclusively for you, cancellations within 24 hours do not provide sufficient time for us to fill the appointment space.

Clients who fail to attend their appointment without notice (“no-show”) will forfeit any deposit or prepaid treatment amount associated with that booking.

Treatment Packages & Memberships

Treatment packages and memberships are discounted to reflect a commitment to a series of treatments and therefore individual treatment pricing does not apply at the time of purchase.

Should a client request a refund on a partially used package or membership, any treatments already received will be recalculated at the full individual treatment price applicable at the time the treatment was performed.

The value of any products supplied, complimentary treatments, promotional gifts, vouchers, consultation fees or bonuses included with the package or membership will also be deducted from the refund amount.

Any remaining balance, if applicable, will then be refunded in accordance with the clinic’s refund processing policy.
Clients who fail to attend their appointment without notice (“no-show”) will forfeit any deposit or prepaid treatment amount associated with that booking.

Refund Processing

Where a refund has been approved by management, refunds will be processed to the original payment method used for the purchase.

Refunds of up to $1,000 will generally be processed within 3 business days.

Refunds exceeding $1,000 may require additional administrative processing and may take up to 5 business days to be processed.

Once processed by the clinic, the time taken for funds to appear in your account is subject to your financial institution and payment provider.

The clinic reserves the right to process approved refunds in accordance with these timeframes.

Exceptional Circumstances

We understand that genuine emergencies can occur. Any requests for consideration outside of this policy are at the discretion of clinic management.