Appointment Etiquette

Appointment times

We always run on time. We have reserved your room, your skin therapist and equipment especially for you.  If you arrive late to your appointment, the treatment time may be cut short, altered or rescheduled so as to not inconvenience others and the full price of the original treatment will be charged.

New clients, please arrive 10 minutes prior to your appointment to fill in your consultation form.

Children

For their safety children are not permitted in the laser room, pedicure lounge, Omnilux LED or CIT treatments.  Due to the nature of our treatments, CleanSkins is not a child friendly environment and we cannot provide a child safe place for them whilst you’re in a treatment. Our team are solely focused on you during the entirety of your booking and cannot ensure your child will be attended to at all times. Please make arrangements for childcare so that you can get the most enjoyment from your time with us.  We take no responsibility for your child or your treatment results if you choose to bring children with you.

Booking Policy

A $50 deposit is required to secure all appointments. We require 24 business hours notice if you no longer require that appointment or you will forfeit your booking deposit.  A gift card may be used as your booking deposit (refer rear of gift card for T's & C's).  If your appointment value is of less than $50 the booking deposit will be for the total value of the appointment.  We understand that sometimes you may need to change your booking. We kindly request 24 business hours notice so that we can free up the time slot for online booking and/or offer that time slot to another client. Your deposit will be held for your next booking, or refunded. However, if you don’t provide us with 24 business hours notice OR you fail to turn up for your appointment OR you know longer need the entire appointment duration, OR for some reason within your control you cannot be treated, you may send a friend or family member in your place, or your booking deposit will be forfeited.

Gift Cards

Gift card terms and conditions including cancellation policy is detailed on the rear of each gift card.

Late Cancellations & No-shows

No-shows and late cancellations enormously effect our business.  We understand that life presents unforeseen circumstances that may prevent you from attending your appointment, we require at minimum 24 business hours notice if you no longer require your appointment time, however please give us as much notice at possible so that we can free up our online booking system and attempt to fill the allotted time.   Our cancellation policy is to protect our businesses bottom line to ensure our prices remain affordable and to ensure that we do not unnecessarily block out appointment times that other clients could have.

We will endeavour to confirm your appointment with you, however it is your responsibility to inform us if you cannot attend once you have scheduled your appointment OR if you no longer need the entire appointment duration.  Please remember that we have online booking that is available 24/7 so the earlier we are notified of any changes to your appointment the more chance we may be able to fill the time-slot.

LATE CANCELLATIONS (or reschedules) within 24 business hours of the appointment start time - we reserve the right to charge 50% off the appointment price as a late cancellation fee

LATE CANCELLATIONS (or reschedules) within 3 business hours of the appointment start time - we reserve the right to charge 100% off the appointment price as a late cancellation fee

In the event of a true, unavoidable emergency, all or part of your cancellation fee may be applied to future services.

NO-SHOWS - a no-show is where a client does not attend a scheduled appointment.

  • In the event that a client does not turn up to a scheduled appointment we reserve the right to require the client to prepay 100% of each future appointments at the time of booking appointments
  • In the event that a client does not turn up to a scheduled appointment we reserve the right to charge 100% of the appointment price as a no-show fee.

When you schedule an appointment with us we hold that exclusively for you and request that you make a note in your calendar and notify us as soon as possible your plans change, if you are unwell or if you no longer want to keep the appointment or any part of the appointment.  We understand that occasionally things come up and happen in life and even though it will affect our business we won’t be upset with you.  In return we ask that you respect our time and our booking policy and not expect us, our team members or other clients to be disadvantaged because of your ‘change of mind’ or because life happens!

WHAT HAPPENS IF YOU COME TO YOU APPOINTMENT AND DO NOT WANT THE FULL TREATMENT THAT YOU BOOKED FOR?

If you book for a larger appointment please give us at least 24business hours notice if you do not want the entire appointment time.  We kept that time for you and were unable to book another client who may have wanted the time slot, so we reserve the right to charge a cancellation fee for the service time that you late cancelled.

WHAT HAPPENS IF YOU TURN UP TO AN APPOINTMENT AND CANNOT BE TREATED DUE TO FAKE OR REAL TAN OR ANY OTHER REASON WITHIN YOUR CONTROL?

We provide you with pre and post treatment advice in writing for relevant treatments.  If you forget or ignore our pre and post treatment guidelines we reserve the right to charge a late cancellation fee.  For example if you come to a laser appointment and cannot be treated due to fake tan or another reason that is within your control it is classified as a late cancellation.

NOTE: Please remember that we cannot preform laser hair removal on any area that has had fake or real tan within the last 3 weeks, or has fake tan remaining in the area.  

 

Booking Deposit Expiry

As per our booking policy a booking deposit is required in advance for all treatment bookings.

To cancel or reschedule your booking, please cancel at least 24 hours in advance to avoid losing your deposit.

During our laser hair removal consultation appointments appointment, if it is deemed by the therapist that the client is not suitable for treatment or if the client chooses in their appointment not to proceed with treatments, the deposit will be refunded.

If a client cancels the appointment within 24 hours or is a no show, the deposit will be kept.

Your booking deposit can be redeemed on your treatment or product.

If you choose to leave your booking deposit on your CleanSkins account after cancelling or not rescheduling an appointment, it will be treated as a voucher with a 3 year expiry date.  i.e. if not used within 3 years the deposit voucher will expire.

 

REFUNDS & EXCHANGES

CleanSkins Laser Clinic will provide refunds in accordance with the Competition and Consumer Act (Australian Consumer Law). Please note, refunds are not provided for change of mind.

You may be entitled to an exchange or refund of a product or service where it is:

  • faulty;
  • substantially unfit for its specified purpose and cannot be remedied within a reasonable timeframe;
  • unsafe or creates an unsafe situation; or
  • significantly different from its description/sample.

If there is a problem with a product or service, and it can be remedied, we will attempt to remedy it within a reasonable time. If remediation is not possible, the above will apply, and you may be entitled to an exchange or refund.

Please keep and produce your proof of purchase for all refunds and exchanges (e.g.: your receipt).

Customer results may vary, and as such, no refund or exchange will be provided if the service or product did not provide the desired result, excluding any faults/major problems outlined above.

This refund policy applies and you agree to be bound by these conditions, when purchasing pre-paid treatments including packages for multiple treatments.

Pre-paid treatments & Packages

Pre-paid treatment packages must be redeemed within the following periods, after which, any unused portion will be forfeited:

  • Pre-paid Skin treatments must be redeemed within the advertised expiry date or if no date is nominated within 12 months from the date of purchase.
  • Pre-paid Laser Hair Removal treatments must be redeemed within 12 months from date of purchase.

Treatments/Services packages are not transferable to other customers.

Promotions

Cannot be used in conjunction with any other offer, discount or promotion. Promotion terms and conditions will be as advertised.