Payments, Refunds, Exchanges & Returns Policy

This policy applies to all treatments, treatment packages, promotional offers, vouchers, coupons, credit notes and retail products purchased from the clinic.

By making a purchase with the clinic, the customer confirms that they have read, understood and accepted the terms set out below.

Nothing in this policy is intended to limit or remove any mandatory rights the customer may have under applicable consumer protection law.

1. Payments

The clinic operates as a cashless business.

We do not accept cash payments.

Payment can be made using the payment methods accepted by the clinic, including eligible debit cards, credit cards, payment links or other approved electronic payment methods.

Full payment may be required at the time of booking or purchase, depending on the treatment, package, voucher or promotion selected.

Where a treatment, package, voucher or promotional offer has been prepaid, the amount paid will be registered against the customer’s account and may only be used in accordance with the applicable terms and conditions.

The clinic reserves the right to change treatment and product prices at any time.

2. Full-Price Treatments

Treatments purchased at the normal full price may be refunded within 28 days from the original date of purchase, provided that the treatment has not already been carried out, partially used or otherwise redeemed.

Any request for a refund must be made within the 28-day period.

Proof of purchase may be required.

Approved refunds will normally be returned to the original payment method used for the transaction.

Refunds will not be paid in cash.

3. Full-Price Treatments After 28 Days

Once more than 28 days have passed from the original date of purchase, full-price treatments become non-refundable.

However, the remaining unused value may be:

• exchanged for another treatment available at the clinic; or
• converted into clinic credit.

Any clinic credit issued will be subject to the applicable expiry period stated in this policy.

Credit cannot be exchanged or redeemed for cash.

If the new treatment selected costs more than the available credit, the customer must pay the difference.

If the new treatment costs less, the remaining value may stay on the customer’s account as clinic credit, subject to the applicable expiry date.

4. Treatment and Package Expiry

All treatments and treatment packages purchased from the clinic have a validity period of 2 years from the original date of purchase, unless a shorter validity period has been specifically stated as part of a promotion or offer.

All treatments and treatment sessions must be booked and completed within this 2-year validity period.

The customer is responsible for arranging appointments in sufficient time before the expiry date.

Appointment availability cannot be guaranteed at short notice.

Contacting the clinic shortly before the expiry date does not automatically extend the validity period.

Once the 2-year expiry date has passed, any unused treatment, session, package balance or treatment credit linked to that purchase will normally expire and cannot be refunded, exchanged or redeemed.

Extensions may be granted in exceptional circumstances at the clinic’s discretion, but are not guaranteed.

5. Treatments Already Performed

Once a treatment has been carried out, that treatment is considered to have been supplied and is normally non-refundable.

A customer is not automatically entitled to a refund because:

• they change their mind;
• they are unhappy with the level of improvement achieved;
• the result differs from their personal expectations;
• they require additional treatment sessions; or
• another person achieved a different result from the same treatment.

Results from aesthetic, laser, skin and cosmetic treatments vary between individuals.

The clinic cannot guarantee a specific result, percentage improvement, treatment response or duration of results unless explicitly confirmed in writing.

This does not affect any legal rights the customer may have where a treatment has not been provided with reasonable care and skill.

6. Treatment Packages and Courses

Where several treatment sessions are purchased together as a package or course, the package is treated as one purchase.

All treatment packages expire 2 years from the original date of purchase.

If a customer requests a refund within the applicable 28-day refund period after one or more sessions have already been used, the clinic may deduct the value of the treatments already provided.

Where a package was purchased at a discounted rate, treatments already completed may be recalculated at the clinic’s normal individual treatment price before any remaining balance is calculated.

After 28 days, any remaining unused package value is non-refundable.

Subject to the terms of the original purchase, the remaining value may instead be exchanged for another treatment or converted into clinic credit, provided the original 2-year expiry date has not passed.

Treatment courses and packages cannot normally be divided, sold or transferred to another person without prior approval from the clinic.

7. Coupons, Vouchers and Promotional Offers

Coupons, vouchers, promotional treatments and discounted offers purchased from the clinic are non-refundable.

This includes, but is not limited to:

• seasonal offers;
• Black Friday offers;
• introductory offers;
• campaign offers;
• treatment promotions;
• flash sales;
• discounted packages;
• social media promotions;
• special event offers;
• loyalty offers;
• promotional vouchers; and
• limited-time offers.

Unused promotional purchases may, however, be exchanged within 28 days from the original purchase date, unless otherwise stated in the specific promotional terms.

All promotional treatments and promotional packages are also subject to a 2-year expiry period from the original purchase date, unless a shorter expiry period is specifically stated as part of the promotion.

8. Exchanges of Promotional Purchases

Where an exchange is permitted, the amount originally paid can only be transferred towards another treatment or treatment package available at the clinic.

Promotional treatment credit cannot be used towards retail products.

If the newly selected treatment costs more than the original promotional value, the customer must pay the difference.

If the replacement treatment costs less, any remaining balance may remain as clinic credit, subject to the applicable expiry date.

Any promotional discount originally applied does not automatically carry over to the newly selected treatment.

The current price of the replacement treatment will apply.

After the applicable 28-day exchange period, promotional purchases are normally non-refundable and non-exchangeable.

9. Gift Vouchers

Gift vouchers are non-refundable and cannot be exchanged for cash.

Gift vouchers may be used towards eligible treatments available at the clinic, subject to any restrictions stated on the voucher.

If the selected treatment costs more than the voucher balance, the customer must pay the difference.

Any remaining voucher balance may continue to be used until the voucher expires.

The customer is responsible for using the voucher before its stated expiry date.

10. Credit Notes

Where the clinic agrees to issue a credit note, the credit will be subject to the validity period stated at the time it is issued.

Unless otherwise stated, clinic credit linked to a treatment purchase will not extend beyond the original 2-year expiry period from the date of purchase.

Credit notes:

• are non-refundable;
• cannot be exchanged for cash;
• cannot be withdrawn as money;
• may only be used towards eligible treatments;
• cannot normally be transferred to another person without approval; and
• must be used before the applicable expiry date.

11. Retail Products

Retail products purchased at the clinic are generally non-refundable and non-exchangeable due to hygiene, health and safety considerations.

Customers should therefore ensure they have selected the correct product before completing their purchase.

This applies in particular to skincare, cosmetic and personal-care products.

A product cannot normally be returned or exchanged simply because:

• the customer changes their mind;
• the customer purchased the incorrect product;
• the customer no longer wants it;
• the customer does not like the smell, texture or appearance;
• the customer does not achieve their desired result; or
• the product is incompatible with another product the customer chooses to use.

12. Faulty, Damaged or Incorrect Products

Nothing in this policy removes a customer’s statutory rights relating to faulty, defective, damaged or incorrectly supplied goods.

If a customer believes that a product is faulty, damaged or has been supplied incorrectly, they should contact the clinic as soon as reasonably possible.

The clinic may request proof of purchase, photographs, batch information or return of the product for assessment.

Where applicable, the clinic will provide the appropriate remedy in accordance with the customer’s legal rights.

13. Medical Contraindications

Customers must inform the clinic of any relevant change in their health or medical circumstances.

This includes, but is not limited to:

• pregnancy;
• breastfeeding where relevant;
• new medication;
• changes in medication;
• new medical diagnoses;
• allergies;
• skin conditions;
• infections;
• recent surgery;
• recent procedures; and
• any other condition that could affect treatment suitability.

If a customer becomes temporarily unsuitable for treatment for medical reasons, the clinic may allow the treatment to be postponed.

A medical contraindication arising after the normal refund period does not automatically create a right to a cash refund.

Each case will be considered individually.

14. Treatment Suitability

The clinic reserves the right to refuse, postpone, modify or discontinue treatment where a therapist, practitioner or clinician considers that proceeding would be unsafe or inappropriate.

Where possible, an alternative treatment may be offered.

15. Consultations and Assessments

Some treatments require a consultation, assessment, patch test or medical review before treatment can be performed.

Purchasing a treatment does not automatically guarantee that the customer will be suitable to receive it.

Where a customer is found unsuitable, the clinic will discuss the available alternatives in accordance with this policy.

16. Appointment Cancellations

The clinic requires a minimum of 48 hours’ notice for any appointment cancellation or rescheduling.

Where an appointment is cancelled or rescheduled with less than 48 hours’ notice, the clinic reserves the right to apply one of the following:

• forfeit the treatment or treatment session in full where the appointment has already been prepaid or forms part of a treatment package; or
• charge a cancellation fee equal to 50% of the full treatment cost where the treatment has not already been prepaid.

The applicable charge will depend on the type of booking and payment arrangement.

This policy applies regardless of whether the appointment was booked as:

• an individual treatment;
• part of a treatment course;
• part of a prepaid package;
• a promotional treatment;
• a voucher treatment; or
• another prepaid service.

Cancellation fees are non-refundable.

17. Rescheduling With Less Than 48 Hours’ Notice

A request to move an appointment to another date or time with less than 48 hours’ notice will be treated as a late cancellation.

The same late-cancellation terms therefore apply.

This means the clinic may either:

• deduct the treatment session from a prepaid package; or
• charge 50% of the treatment cost.

Repeated rescheduling at short notice may result in the clinic requiring full payment in advance for future appointments.

18. Failure to Attend / No-Shows

Failure to attend an appointment without notice will result in the appointment being treated as a late cancellation.

Where the treatment has been prepaid or forms part of a package, the treatment or session may be forfeited in full.

Where no treatment has been prepaid, the clinic may charge up to 50% of the full treatment cost.

The clinic may require any outstanding cancellation fee to be paid before accepting another booking.

19. Booking Deposits

The clinic may require a deposit to secure an appointment.

Where a deposit is required, it will normally be deducted from the final treatment price.

If an appointment is cancelled or rescheduled with less than 48 hours’ notice, the deposit may be forfeited and may be applied towards the relevant cancellation charge.

Where the clinic cancels an appointment, the deposit will remain available for rescheduling or may be refunded where appropriate.

20. Late Arrival

Customers are expected to arrive on time.

Where a customer arrives late, the clinic may:

• shorten the treatment;
• modify the treatment;
• reschedule the appointment; or
• treat the appointment as a late cancellation where there is insufficient time to safely perform the treatment.

Where an appointment must be cancelled because of the customer’s late arrival, the 48-hour cancellation policy may apply.

21. Treatment Expiry and Appointment Availability

All treatments and treatment packages must be used within 2 years from the original purchase date.

It is the customer’s responsibility to arrange and complete all treatments within this period.

The clinic cannot guarantee availability immediately before the expiry date.

Customers should therefore book appointments well in advance.

Failure to obtain a preferred appointment date before expiry does not automatically extend the treatment validity period.

22. Transfers to Another Person

Treatments, packages and clinic credits are intended for the customer for whom they were originally purchased.

They cannot normally be transferred to another person without prior approval from the clinic.

The original expiry date will continue to apply even where a transfer is approved.

23. Treatment Price Changes

The clinic may change treatment prices at any time.

Where a customer exchanges an existing treatment for another treatment, the current selling price of the new treatment will apply.

If the new treatment is more expensive, the customer must pay the difference.

24. Promotional Discounts

Promotional discounts cannot normally be combined with other discounts, vouchers, promotional codes or special pricing unless specifically authorised by the clinic.

Discounts must be applied at the time of purchase and cannot normally be applied retrospectively.

25. Refund Processing

Where a refund has been approved, it will normally be processed back to the original payment method.

Refunds will not be provided in cash.

Processing times may vary depending on the customer’s bank, card provider or payment service.

26. Chargebacks and Payment Disputes

Customers are encouraged to contact the clinic directly if there is a concern regarding a payment, treatment or transaction.

Where a customer raises a payment dispute or chargeback, the clinic reserves the right to provide relevant transaction records, appointment records, consent forms and correspondence to the payment provider.

27. Treatment Results

Aesthetic and cosmetic treatments are not an exact science.

Treatment response varies according to factors including:

• age;
• genetics;
• skin type;
• skin condition;
• hormones;
• lifestyle;
• sun exposure;
• medication;
• medical history;
• aftercare; and
• individual biological response.

Before-and-after photographs and previous customer results are illustrative only and do not guarantee identical results.

28. Recommended Treatment Courses

Where the clinic recommends a course of treatments, the number of sessions ultimately required may vary.

Additional sessions beyond those originally purchased may be chargeable.

The need for further treatments does not automatically mean that the original treatment has failed or that a refund is due.

29. Aftercare

Customers are responsible for following the aftercare instructions provided by the clinic.

Failure to follow aftercare may reduce treatment effectiveness or increase the risk of complications.

The clinic cannot accept responsibility for complications or reduced results caused by failure to follow reasonable aftercare instructions.

30. Complaints and Treatment Concerns

If a customer experiences a concern following treatment, they should contact the clinic as soon as reasonably possible.

The clinic should be given a reasonable opportunity to assess the concern before corrective treatment is sought elsewhere, except where urgent medical care is required.

Depending on the circumstances, the clinic may offer:

• an assessment;
• a review consultation;
• aftercare;
• monitoring;
• corrective treatment;
• an alternative treatment;
• clinic credit; or
• another appropriate resolution.

A complaint does not automatically create an entitlement to a refund.

31. Cancellation by the Clinic

The clinic may occasionally need to cancel or reschedule an appointment due to staff illness, equipment issues, emergencies, safety concerns or other circumstances outside its reasonable control.

In these circumstances, the 48-hour cancellation fee will not apply to the customer.

The clinic will make reasonable efforts to offer an alternative appointment.

Where the clinic is permanently unable to provide a prepaid treatment, an appropriate alternative, credit or refund will be considered.

32. Proof of Purchase

The clinic may require proof of purchase before processing a refund, exchange, product complaint, voucher query or credit request.

Acceptable proof may include the clinic’s payment records, receipt, payment confirmation or other evidence of purchase.

33. Changes to This Policy

The clinic reserves the right to update or amend this policy from time to time.

The policy applicable at the time of purchase will generally apply to that transaction, subject to mandatory legal requirements.

34. Statutory Rights

Nothing contained in this policy is intended to exclude, restrict or override any mandatory consumer rights.

Where applicable consumer law provides rights that cannot legally be excluded or limited, those rights will take precedence over the relevant provision of this policy.

Policy Summary

Full-Price Treatments

Full-price treatments may be refunded within 28 days of purchase, provided they have not been used.

After 28 days, treatments are non-refundable but may be exchanged for another treatment or converted into eligible clinic credit.

Treatment & Package Expiry

All treatments and treatment packages expire 2 years from the original date of purchase.

Any unused treatments or sessions remaining after the expiry date will normally be forfeited.

Cancellations

A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.

Where less than 48 hours’ notice is provided:

Prepaid treatments or packages: the booked treatment/session may be forfeited in full.

Non-prepaid treatments: a cancellation fee of 50% of the treatment cost may be charged.

No-Shows

Failure to attend is treated as a late cancellation and may result in forfeiture of the treatment or a 50% cancellation fee.

Coupons, Vouchers & Promotions

Promotional purchases, vouchers and coupons are non-refundable.

Unused promotional purchases may be exchanged within 28 days, subject to the applicable terms.

The value can only be used towards another treatment and not towards retail products.

Products

Retail products are generally non-refundable and non-exchangeable due to hygiene, health and safety considerations, except where statutory rights apply to faulty or defective goods.

Cash Payments

The clinic is a cashless business.

Cash payments are not accepted.

By purchasing or booking a treatment, package, promotion, voucher or product from the clinic, the customer confirms that they have read, understood and accepted this policy.