Terms & Conditions
CANCELLATION & RESCHEDULING POLICY
We know plans change, and we'll always do our best to work with you. Because appointment times are reserved especially for you, we ask for as much notice as possible if you need to cancel or reschedule.
Our Policy
More than 48 hours' notice: no fee.
Less than 48 hours' notice: 50% of the appointment fee applies.
Less than 24 hours' notice (or a missed appointment): 100% of the appointment fee applies.
The appointment fee is based on the length of your appointment, not the price of your treatment — $100 per 30 minutes booked. For example: $100 for a 30-minute appointment, $200 for an hour, $300 for 1.5 hours, $400 for 2 hours.
Treatment Packages
If you're on a treatment package, the same notice periods apply:
Less than 48 hours' notice: the standard appointment fee applies, and your session stays in your package.
Less than 24 hours' notice (or a missed appointment): that session is deducted from your package.
Card On File
A valid card is required on file for every appointment. If a fee applies, we'll always try to contact you first — by phone, text, or email — before any charge is processed, and we'll do our best to get you rebooked.
When We Waive The Fee
We understand things happen, and we're always happy to waive the fee for:
Illness — yours, or an immediate family member you're caring for
A genuine emergency or extenuating circumstance (for example, an accident or bereavement)
Severe weather or unsafe travel conditions
A public health order or mandated isolation
Any change we need to make to your appointment on our end
If you're only cancelling part of a multi-treatment appointment and are still coming in for the rest
Booking By Phone
Appointments booked by phone require a $100 deposit to secure the booking — this is one deposit per appointment, not per individual treatment. A deposit isn't required when rebooking directly with us, as we already hold your details on file.
Please Note
Clients with a pattern of repeated no-shows or late cancellations may be asked to pay for future appointments in full at the time of booking.
We appreciate your understanding — this policy helps us keep appointment times available for everyone.
GIFT CARDS
Our Gift Cards are valid for a period of 36 months from the date of purchase as per the ACCC and are not redeemable after this time. They are not redeemable for cash under any circumstance, non-refundable and non-transferable to third party. Our Gift cards may be used on any service or product. They must be presented at time of treatment to be valid – we are unable to honour lost or stolen vouchers. Gift cards can be purchased in the clinic and on our website. Clients who do not show or cancel their treatment within 48hrs will forfeit their voucher or be required to pay our $50 cancellation fee.
TREATMENT PACKAGES
Our Treatment Packages are valid for a period of 12 months from the date of purchase and are not redeemable after this time. They are not redeemable for cash under any circumstance, non-refundable and non-transferable to third party.
PRODUCTS
All of our retail products are provided by an authentic Australian supplier. They are regularly changing on our shelves so the expiry date is well ahead. We will prescribe a product that is most suitable to your skin type and needs. Unfortunately, we do not offer refunds for change of mind.
CHILDREN IN CLINIC
We love children, and we hope you understand that for their safety and for bespoke experience of other guests, children and babies are not permitted to accompany you to your appointment unless cared for by another adult while you have your treatment.
AFTERPAY
We would love for you to be able to have the treatments that are a part of your treatment plan and we understand payment plans are a great way to not miss out. We ask that if you wish to use a third-party payment plan provider we offer that you let us know prior to treatment and have already sought approval and have the corresponding app required to make payment downloaded prior to your appointment. In this instance we require payment be made prior to receiving treatment as we know technology does not always work when we most need it.
*Please note there is a 5% surcharge for the use of Afterpay.
REFER A FRIEND
We are excited to be able to offer all of our existing and potential clients our refer a friend program where you can share in $150 off. This program allows you to recommend a family member, colleague or friend to the clinic where they’ll receive $75 off their first treatment. Once they receive treatment you will also then receive $75 off your next treatment. The referral program is only valid for injectable treatments over $300 and is not valid for retail products.
