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 of our clinics. If anything is unclear, get in touch and we will be happy to walk you through it.
Cancellations, rescheduling and no-shows
We understand that life can get busy and things come up at the last minute. To make sure other clients do not miss out, we require a minimum of 48 hours' notice for all appointment cancellations or changes.
A no-show, or a cancellation or change made with less than 48 hours' notice, will result in a 100.00 AUD cancellation fee. Repeated no-shows may also mean we ask for a deposit before accepting future bookings.
To cancel or reschedule, please call your clinic directly or reply to your appointment confirmation. We will always do our best to find another time that works for you.
Late arrivals
We ask that you please arrive promptly for your appointments. If you are running late, a quick phone call is appreciated, and your therapist will let you know what is possible.
Your treatment time may need to be shortened or rescheduled to avoid inconvenience to other clients. If you miss your appointment entirely, or arrive too late to safely proceed with your treatment, this is treated as a missed appointment and the 100.00 AUD no-show fee applies.
Deposits
To secure your booking for selected higher-value treatments, we require a 100.00 AUD deposit at the time of booking. This deposit is credited toward 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 (for example, Tattoo Removal Large Package, REJURAN Face Package)
If you cancel or reschedule with less than 48 hours' notice, your deposit is forfeited as the cancellation fee. If you attend 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 18 years and over. Photo ID may be requested at your consultation.
Medical disclosure, pregnancy and 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, as 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; or
- have had any major change to your health since your last visit.
Your safety is our priority, and we will always work with you to find a treatment that is safe and suitable for where you are at.
Gift certificates
Our gift certificates are non-refundable, non-transferable to a third party, and cannot be redeemed for cash under any circumstances. They may be used on any service or product, and must be presented at the time of treatment to be valid. Unfortunately, we are unable to honour lost or stolen vouchers, so please keep yours somewhere safe. Gift certificates can be purchased in the clinic or via our online store.
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 non-refundable, non-transferable to a third party, and cannot be redeemed for cash under any circumstances.
Retail products
All of our retail products are sourced from authentic Australian suppliers. Stock rotates regularly on our shelves, so expiry dates are always well ahead. Your therapist will recommend the products most suitable to your skin type and needs at your appointment.
Unfortunately, we do not offer refunds on retail products for change of mind. This does not affect your rights under the Australian Consumer Law, including remedies for faulty products.
Photography and 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 without your separate written consent.
You can choose not to be photographed at any appointment, and you may withdraw your 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?
Please ensure you have read and understood our booking policy before you book your appointment with us. If you have any questions, please do not hesitate to reach out. We are always happy to help.
Last updated: 25 June 2026
