Refund Policy

Under the Australian Consumer Law, you have guaranteed consumer rights that cannot be excluded or limited. These include the right to:

• Services that are provided with due care and skill
• Services that are fit for purpose
• Services that are delivered within a reasonable time
• A refund, repair, or replacement if services fail to meet consumer guarantees

Full Refunds Available For:

• Services that fail to meet consumer guarantees
• Cancellations made more than 24 hours before appointment
• Clinic-initiated cancellations or rescheduling
• Adverse reactions due to undisclosed ingredients or improper application
• Services not performed as described or agreed upon
• Major service failures as defined by Australian Consumer Law

Partial Refunds May Apply For:

• Cancellations made with 12-24 hours notice (50% refund)
• Package deals where only some services have been used
• Minor service issues that can be partially remedied
• Gift vouchers (conditions apply)

No Refunds For:

• No-shows or same-day cancellations without valid reason
• Client dissatisfaction with natural treatment results
• Failure to follow pre or post-treatment instructions
• Reactions due to undisclosed allergies or medical conditions
• Change of mind after treatment completion
• Services performed but client expectations not met (unless service failure)

Multi-Treatment Packages

• Unused portions of packages may be refunded on a pro-rata basis
• Package discounts will be recalculated if partial refunds are issued
• Minimum 48 hours notice required for package cancellations
• Individual treatment pricing applies to used services

Treatment Plans

• Customized treatment plans can be modified with practitioner consultation
• Refunds available for unused treatments in the plan
• Consultation fees are non-refundable unless service failure occurs

Gift Vouchers

• Gift vouchers are valid for 12 months from date of purchase
• Unused gift vouchers may be refunded within 30 days of purchase
• After 30 days, gift vouchers are non-refundable but remain transferable
• Partial use of gift vouchers allows refund of unused portion

Promotional Offers

• Special promotional pricing may have different refund conditions
• Promotional packages follow standard refund terms unless otherwise stated
• Limited-time offers may have shorter refund windows

How to Request a Refund

1. Contact us within 14 days of the service or issue
2. Provide details of your booking and the reason for refund request
3. Allow us opportunity to resolve the issue before requesting refund
4. Complete our refund request form if required

Processing Times

• Credit card refunds: 5-10 business days
• Cash refunds: Available immediately during business hours
• Bank transfer refunds: 3-5 business days
• Gift voucher refunds: 2-3 business days

Refund Methods

Refunds will be processed using the same payment method as the original transaction:

• Credit/debit card payments refunded to original card
• Cash payments refunded in cash or bank transfer
• Gift voucher purchases refunded as credit or cash

Skincare Products

• Unopened products may be returned within 30 days with receipt
• Opened products may be returned if they cause adverse reactions
• Products must be in original packaging with at least 80% remaining
• Patch testing is recommended before full product use

Exchanges

• Product exchanges available for unopened items within 14 days
• Size or variant exchanges subject to availability
• Price differences must be paid or refunded as applicable

Medical Contraindications

If a medical condition develops that prevents completion of treatment, we will work with you to find suitable alternatives or provide appropriate refunds.

Pregnancy

Certain treatments may not be suitable during pregnancy. We offer:

• Treatment modifications where possible
• Rescheduling to post-pregnancy period
• Full refund for treatments that cannot be safely performed

Force Majeure Events

In cases of natural disasters, government restrictions, or public health emergencies:

• Full refunds available for cancelled appointments
• Extended voucher validity periods may be offered
• Rescheduling options provided when restrictions lift

Internal Resolution

We aim to resolve all refund disputes internally through:

• Direct discussion with our management team
• Offer of alternative treatments or services
• Goodwill gestures where appropriate
• Mediation services if required

External Dispute Resolution

If internal resolution is not achieved, you may:

• Contact Queensland Office of Fair Trading
• Seek assistance from the Australian Competition and Consumer Commission
• Access industry ombudsman services
• Pursue legal remedies under Australian Consumer Law

Useful Contacts

• Australian Competition and Consumer Commission (ACCC):
  Phone: 1300 302 502 | Website: www.accc.gov.au
• Queensland Office of Fair Trading:
  Phone: 13 QGOV (13 74 68) | Website: www.qld.gov.au/fairtrading
• Australian Consumer Law Information:
  Website: www.consumerlaw.gov.au