The following policies are intended to make a pleasant place for our clients.
For our current infection prevention policy in relation to COVID-19 please click here
Appointment Confirmation
Your appointment will be confirmed via email 1 week prior and text message 48 hours prior to your appointment. We ask that you simply respond to this confirmation text ‘Y’ to confirm you are planning to attend. If you do not confirm your appointment, we are unable to guarantee your booking. Please note this is an automated text system that is monitored 7 days per week but we are unable to receive phone calls on this number.
Deposits
All new clients are required to pay a deposit when booking their first treatment. Most treatments require a $25.00 deposit. Longer appointment times including Plasma Fibroblast, Mesotherapy, Skin Needling and Lymphatic Therapy require a $50.00 deposit.
The deposit is collected using our bank grade PCI-DSS Level 1 compliant payment partners. No card information is held inside our platform to ensure that your data is protected.
Consultations and reviews do not require a deposit, however we will still collect your card details.
Changing an Appointment Time
We strive to exceed your expectations. On occasion you may need to change your appointment time or day and we will always respect this. To avoid any inconvenience, we kindly ask that you give a minimum 24 hours notice so that another client has the opportunity to make an appointment. In this case your deposit will be forwarded to your rescheduled appointment.
If you are unable to provide 24 hours’ notice a cancellation fee of $25 will be charged or you will forfeit your deposit.
IMPORTANT UPDATE: The Skin Studio will waive all cancellation charges if tested positive for Covid-19. See more information here
Running Late
Everyone runs late from time to time. On any such occasion we will do everything possible to complete your treatment in the remaining time. Out of respect to clients following your appointment and our desire to run on time for all appointments, if you are late, your treatment time may be reduced. We will not be able to guarantee your full treatment time.
Adding a Service to your Appointment
Each service we provide, requires a specific amount of time. When booking in for services, please ensure you advise if you wish to have any additional treatments added to your appointment. We would hate to disappoint you on the day if you are wanting additional services. If you have booked in for a few services and are no longer requiring all services, please let us know prior to your appointment so we can adjust the service time required.
No Show
Should the unfortunate occasion occur that you do not arrive for your appointment and have not given the requested notice time of 24 hours, one or more of the following may be implemented.
- A $25.00 cancellation charge will apply.
- Your deposit will be forfeited
- We will request full payment for any future bookings
- A treatment will be forfeited if your appointment included a pre-purchased treatment.
Clinic Etiquette
Our mission is to create an environment of relaxation, so with this in mind we request that all clients please consider the quiet and privacy needs of other clinic clients by keeping noise to a minimum and turning off mobile phones. Parents, please note there are no child care arrangements available and we have a firm no children policy in treatment rooms, to ensure we adhere strict Occupational Health and Safety procedures.
Health Considerations
The Skin Studio reserves the right to request a medical consent from your Doctor on the presentation of certain medical conditions prior to providing a treatment. If conditions of medications change during your course of treatments, please advise your specialist. Clients are reminded of their obligations under the law for cosmetic clinics, beauty salons and spas to bring to the attention of management any medical condition which may present a public health threat.
Returns and Refunds
Service refunds are not available. Series packages are non-refundable and non-transferable. In the event you are dissatisfied with the service provided, you must notify management within 48 hours of your treatment. At managements discretion we will offer to re-do the service at no additional cost, if it is found to be the fault of our product or service quality.
Product refunds are available if there is an adverse reaction or the packaging is faulty. Refunds will be provided as long as the product item is 75% full on return and within 60 days of purchase.
