Appointments, Refunds and Cancellations Policy

BOOKING POLICY

We ask all new clients to complete a Client Registration Form. This is to gather relevant clinical information about you to assess your suitability for treatments.

We collect personal data, such as your name, address, contact numbers and email addresses. This information is used to keep you up to date with new services and developments, confirm your appointments and to provide you with important pre and post care information.

We do try to keep to time. Our time is valuable just like yours! Please aim to arrive at the clinic five to ten minutes prior to your appointment to allow time for parking and checking in to ensure your appointment commences on time and that you receive the full duration of your scheduled appointment time.  If you are late, we may not be able to provide the full treatment that you are booked for because our treatments cannot be rushed this will ensure that our therapists are not late for their following appointment. A full appointment fee will be charged.

non-refundable payment of $50 to secure the booking. This initial payment is redeemable on any treatment package purchased on the day of the appointment or skin care range. 

Whilst we all love children, in the interest of health and safety, children cannot accompany patients in the treatment rooms or be supervised by staff. You are more than welcome to bring along a friend or family member to mind the children in the waiting area. Thank you for your understanding.

CANCELLATION POLICY

We understand that you may need to change your booking, we ask that you provide us with a minimum of 48 hours’ notice by PHONING the clinic during business hours on 0488 911 956 to allow time to reallocate your appointment to another client. Please note that the clinic is closed on Sundays. Messages left on the closed days do not provide adequate notice for appointments taking place on Mondays & Tuesday therefore cancellation fees will apply to messages left outside business hours. 

Cancellations must be made by phoning the clinic, messages via text message, email, Facebook or Instagram will not be accepted. 

If you are unable to provide adequate notice of cancellation due to any unforeseen circumstances, you may send someone in your place (Providing they have had a consultation prior or are requiring a consultation) to avoid a cancellation fee.

We require a minimum of 48 hours notice for any appointment cancellation If you cancel within 48 hours of your appointment, or fail to attend a booked appointment, we reserve the right to charge the following:

  • Pre-paid package or Memberships: the treatment will be forfeited

  • Under 24 hours notice- 50% of the services amount will be charged

  • ‘NO SHOWS’ will be charged 100% of service amount

Our procedures and products may not be suitable for you and whilst all due care and skill is exercised in treating our clients ultimately it is your responsibility to determine if the product or treatment is right for you.

In order for us to provide you with a great service it is fundamental that you provide all information requested in completing consent forms or advising us of any factors that may affect your treatments. 

PREPAID TREATMENT

If you pre-pay for treatments you will save an amount according to the pre-payment schedule. There is no refund on pre-pays and they are not transferable to other individuals or treatment areas.

48 hours notice is required for any pre-paid appointment cancellations. If you cancel a pre-paid appointment within 48 hours, or do not attend the appointment, the treatment will be forfeited.

You agree to these terms by purchasing pre-paid treatments.

REFUND POLICY

Aesthetic Skin Co. By Lilly treatment packages are non-refundable and non-transferable.

We are unable to provide change of mind refunds.

GIFT VOUCHER POLICY

Gift Vouchers are non-refundable and cannot be redeemed for cash. Gift vouchers must be presented in order to be redeemed. 

Our cancellation policy also applies to Gift Vouchers. Clients who do not provide 24 hours’ notice of their cancellation will forfeit 50% of the treatment total and the full cost when a no show occurs.

PAYMENT POLICY

  • We accept Eftpos, Visa, MasterCard, Cash.

  • We also accept AFTERPAY

  • Affordable weekly repayments offered through Aglow membership plans. 

  • All appointments preformed the day of the treatment must be paid in full. We do not offer accounts or payment plans.

These policies in place are to confirm your commitment to attending the scheduled appointment & to protect the clinics interest in the incident of late cancellations.

As a courtesy, we do email to confirm the date and time 48 hours prior to your appointment.

If we are unable to reach you or cannot reach you at all, please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you’re unsure.