Please take a moment to read our booking policy before booking your appointment. These guidelines help us make sure every client gets the time and care they deserve — and that we can keep our calendar running smoothly across both clinics. If anything's unclear, get in touch and we'll be happy to walk you through it.
Cancellation & rescheduling
We understand that life gets busy and things come up at the last minute. To make sure other clients don't miss out, we require a minimum of hours' notice for any appointment cancellation or change.
If you cancel or reschedule with less than hours' notice, a cancellation fee applies.
To cancel or reschedule, please call your clinic directly or reply to your appointment confirmation. We'll always do our best to find another time that works for you.
Late arrivals
We ask that you arrive promptly for your appointments. If you're running late, a quick phone call is appreciated — your therapist will let you know what's possible.
Your treatment time may need to be shortened or rescheduled so we can keep on time for other clients. If you arrive too late to begin your treatment safely, this is treated as a missed appointment and the cancellation fee applies.
No-shows
A no-show — missing your appointment entirely without notice — incurs the cancellation fee automatically. Repeated no-shows may also mean we ask for a deposit before accepting future bookings.
Deposits
To secure your booking for selected higher-value treatments, we require a deposit at the time of booking. The deposit is applied to the cost of your treatment on the day.
Deposits are required for:
- All Cosmetic Aesthetics consultations and treatments (Wrinkles & Lines, Volume Definition & Structure, Lip Volume & Definition, Skin Rejuvenation, REJURAN®)
- The Cosmelan Pigmentation Program
- All multi-session treatment packages (e.g. Tattoo Removal Large Package, REJURAN Face Package)
If you cancel or reschedule with less than hours' notice, your deposit is forfeited as the cancellation fee. If you complete your appointment, the deposit is credited toward your final treatment cost.
Minimum age
Cosmetic injectable treatments — including Wrinkles & Lines, Volume Definition & Structure, Lip Volume & Definition, Skin Rejuvenation and REJURAN® — are available to clients years and over. Photo ID may be requested at your consultation.
Medical disclosure, pregnancy & breastfeeding
Many of our treatments require us to know about your medical history to keep you safe. Please let us know at booking and again at your appointment if you:
- Are pregnant or breastfeeding — several treatments are unsuitable
- Take any photosensitising medication, blood thinners, isotretinoin (Roaccutane), or other medications that affect skin healing
- Have any active skin conditions, allergies, or recent cosmetic treatments in the area
- Have a history of cold sores, keloid scarring, or unusual skin response
- Have any major change to your health since your last visit
Your safety is our priority, and we'll always work with you to find a treatment that's safe and suitable for where you're at.
Gift vouchers
Our gift vouchers can be used on any service or product across our clinics, and can be purchased in clinic or via our online store.
A few things to know:
- Gift vouchers are non-refundable and non-transferable to a third party
- They cannot be redeemed for cash under any circumstances
- They must be presented at the time of treatment to be valid
- We're unable to honour lost or stolen vouchers — please keep yours somewhere safe
Treatment packages
Our treatment packages are valid for months from the date of purchase and are not redeemable after this period.
Packages are non-refundable, non-transferable to a third party, and cannot be redeemed for cash.
Retail products
All of our retail products are sourced from authentic Australian suppliers. Stock rotates regularly so expiry dates are always well ahead. Your therapist will recommend products best suited to your skin type and concerns at your appointment.
Unfortunately, we don't offer refunds on retail products for change of mind.
Photography & consent
With your consent, our practitioners may take before-and-after photos of your treatment area as part of your skin journey record. Photos are kept for clinical and client-care purposes only and are never shared, published, or used in marketing materials without your separate written consent.
You can choose not to be photographed at any appointment, and you may withdraw consent at any time by letting us know.
Our right to decline or modify treatment
Our practitioners reserve the right to decline or modify a treatment if, in their professional judgement, it is not safe or suitable for you on the day. This may happen if you have an active skin condition, recent significant sun exposure, an unexpected change in your health, or are unable to follow pre-care guidance.
Where this happens, we will discuss alternative options or rescheduling with you. Cancellation fees do not apply when a treatment is declined or modified by your practitioner for clinical reasons.
Questions?
If you have any questions about our policy or your booking, please don't hesitate to reach out. We're always happy to help.
