PREPARING FOR YOUR APPOINTMENT

If you have an appointment coming up with our non surgical clinicians, please read our cancellation and rescheduling policy – as well as important treatment preparations – below.

Scroll down to view important information that will prepare you for your filler, muscle relaxant or laser treatments. This page also explains our our cooling off period, fees, courtesy notice requirements and the reasons why we have this transparent policy in place.

Click to view the information relevant to your upcoming visit:

• Please read if you are having filler
• Please read if you are having muscle relaxing injections
• Please read if you are having Fraxel
• What if I decide not to proceed with the planned treatment on the day?
• Can I rebook my appointment if I fail to attend, or provide late notice?
• Why do we have a deposit fee and cancellation / rescheduling policy?

Deposit

• A $50 deposit is required to secure a non surgical appointment. This deposit is credited to the cost of your treatment on the day, or can be carried over as the deposit for your next appointment with us, if you wish.
• If you cancel/reschedule less than 3 full working days prior to the appointment, the $50 deposit is forfeited and future appointments require the full quoted payment up front. This is due to the amount of time set aside in your clinician’s diary when you reserve a treatment; space that other patients have not been able to book for their treatments.
• Failure to attend a treatment – or failure on the day to proceed with the treatment you have booked – incurs the following ‘Failure to Proceed’ fees, even if you decide to go ahead with another treatment of shorter time value:
  • $100 for muscle relaxing injections
  • $300 for filler or Fraxel.

This fee also applies if you:

• arrive at your appointment and decide on the day not to proceed with the treatment you have booked, or a treatment of equivalent time allocation
• arrive at your appointment on the day and are not suitable to proceed
• this is why we offer complimentary initial consultations and recommend a period of Informed Consideration prior to booking a treatment, to ensure the treatment you book is suitable for you and all considerations have been made well advance
• The failure to attend fee must be paid before any further appointments can be booked with a clinician or doctor in any of our practice locations.
• If you have a complimentary consultation coming up and can’t attend, we request 3 days’ courtesy notice. A $50 late cancellation fee still applies to complimentary consults that are not attended, due to the time set aside in the clinician’s diary, which may not be possible to fill at late notice.
• Cooling off period: your booking deposit is subject to a 7 day cooling off period. If you change your mind and do not wish to proceed with your appointment during this time, the deposit can be fully refunded. After this time, it is not refundable.

We endeavour to be fair to our patients while being respectful of our team members’ time. We do not like charge cancellation or failure to proceed fees, so if you think you might not agree with the terms of our Appointment Courtesy Policy were they applied to you, please contact our bookings team on 3202 4744 to cancel your appointment.

Can I use my deposit credit for a surgical appointment or fee?

As our surgical and non surgical clinics are two entities, therefore when you pay your deposit to our non surgical clinic entity, it cannot be used for our surgical practice.

How do I cancel or reschedule my appointment?

Please call us on 3202 4744. As we are often busy assisting patients in the clinic, sometimes we do not immediately receive emails; therefore we request a phone call for cancellations or rescheduling.

Will I receive an appointment reminder?

Yes, the week prior. If we don’t receive a reply to this message we will follow up with another SMS and phone call. If the appointment remains unconfirmed after three unanswered attempts – though at least two modes of communication – the appointment will be cancelled 3 days prior, to enable us to offer this space to a patient on our waiting list.

If I want to reschedule my appointment but can’t lock in a new date just yet, can I reuse my deposit?

Yes! Provided 3 working days notice is given, you can request that your deposit sits on your account, for a period of 12 months, for reuse as a deposit in the coming year. Please let us know you have a deposit on your account when you call to create your new booking. If you do not rebook in this time or do not wish to rebook in the future, your deposit is receipted as a cancellation fee.

Cancelling or rescheduling due to illness

We understand unexpected circumstances outside your control can come up at the last minute, impacting your ability to attend a scheduled appointment. If you or someone you care for are unwell, causing you to be unable to attend your planned appointment at late notice, please provide a medical certificate, for the cancellation fee to be waived.

Please read if you are having filler

If any of the following applies to you, please contact us at least 1 week prior to your appointment, to ensure you don’t incur a late cancellation fee if your treatment cannot proceed on the day due to any of these factors:

• Pregnant or breastfeeding
• Sinus infection, antibiotic or antiviral use in the two weeks leading up to the treatment
• Influenza or COVID infection in the two weeks prior to treatment (we prefer to wait until you are completely recovered after a major viral infection to reduce the inflammatory risks associated with placing filler in an immunocompromised patient)
• Special events in the two weeks following filler. This is because it can take at least two weeks for filler to settle and results to look their best. It is also due to the swelling and bruising that can take time to settle after filler
• Plans to consume alcohol in the 48 hours after filler treatment; we ask patients to abstain from alcohol for 48 hours after filler treatments to reduce risk of excessive swelling
• COVID vaccination in the two weeks prior – or planned for the two weeks after – your filler treatment
• Current cold sore or acne breakout on your face
• Dental work (including cleaning) in the past four weeks – or planned in the four weeks following your treatment. This reduces the risk of bacterial contamination, infection and biofilm/hardening of filler.

If the above applies to you, unfortunately your treatment will need to be rescheduled, to ensure optimal safety – and best possible results. Due to the amount of time set aside for filler treatments in your clinician’s diary, please contact us to reschedule your appointment no later than 3 working days prior. Failure to proceed with the treatment on the day for the above mentioned reasons will result in a late cancellation fee applying in the first instance to the value of $300, with full payment of the treatment required upon booking further treatments. This is due to the extensive amount of time reserved in our clinicians’ diaries in order to provide a safe and optimal filler result.

Please read if you are having muscle relaxing injections

• If you’re hoping that your treatment will take effect in time for a special function, book your treatment three weeks prior to the event, to allow time for results to be evident
• Brides or patients with very important events coming up should commence wrinkle injection treatments at least six months prior, giving plenty of time to treat more stubborn lines and tailor correct dosing.

Please read if you are having Fraxel

If any of the following applies to you, please let us know one week prior to your appointment:

• current cold core or acne breakout
• failure to cease the vitamins, topical creams or tanning outlined in your booking email and Fraxel documents
• if you have an event coming up that might be impacted by the appearance of your skin after Fraxel – or require sun exposure
• if you have had a skin treatment, peel or microdermabrasion in the 2 weeks prior to your Fraxel
• if you have a filler treatment planned 2 weeks prior to, or 2 weeks after, a Fraxel treatment
• if you have a muscle relaxing injectables treatment planned within 2 days prior to, or afterwards, a Fraxel treatment
• contact us if you have been placed on, or recently completed a course of antibiotics

If the above applies to you, unfortunately your treatment will need to be rescheduled, to ensure optimal safety and best possible results. Due to the amount of time set aside for Fraxel treatments in your clinician’s diary, please contact us to reschedule no later than 3 working days prior. Failure to proceed with the treatment on the day for the above mentioned reasons will result in a cancellation fee applying – being $300. Future bookings will require full up front payment. This is due to the time and resources we reserve in order to provide a safe and effective laser treatment.

Please also note:

• If you are applying a topical Tretinion cream, please cease this 7 days prior to you treatment
• If you are applying a topical Hydroqunione cream, please cease this 2 days prior to your treatment
• Arrive at your appointment with clean skin, no make-up (including mascara) if possible
• If you have suffered with cold sores at any stage in the past, it is recommend that you start on an antiviral medication. We can provide this for you, which should be started 2 days prior to your treatment

What if I decide not to proceed with the planned treatment on the day?

A Failure To Proceed Fee will apply. Because we allocate specific time frames in our clinicians’ diaries for each individual treatment or consultation, if your planned treatment doesn’t proceed on the day, this might leave a large gap in our clinician’s diary; a time that has been held for you and could have been booked by another patient had we known you weren’t going to proceed with your treatment.

Hence a Failture to Proceed Fee to the value of $100 for muscle relaxing injections, $300 for filler and Fraxel – and $50 for all other treatments – applies if you do not proceed on the day.

If you aren’t sure whether or not you want to have your treatment at this visit, please call us 3 or more days in advance to change the visit to a consultation with the clinician instead, to discuss your queries or concerns first. It is the patient’s responsibility to ensure they are ready to proceed, based on the extensive information they are provided with well in advance of their appointment.

Can I rebook my appointment if I fail to attend, or provide late notice?

Yes you can reschedule or rebook again with us if you have not proceeded with a scheduled appointment/treatment, or provided late notice in the past. If this occurs we require pre payment of the full quoted cost of your booked treatment at the time of rebooking, to secure the new appointment date. If on a second occasion the appointment is cancelled less than 3 working days (Mon-Fri) prior, or fails to proceed on the day on a second occasion, the pre payment is not refundable or transferrable, and becomes a cancellation fee.

Why do we have a deposit fee and cancellation/rescheduling policy?

We value both our patients and clinical professionals’ time. We don’t rush our treatments, which helps us to ensure a safe and effective treatment for our patients. Hence, when we book an appointment, we reserve adequate time and resources (treatment rooms, equipment, products) for the specific treatment – and other patients are not able to book in this space. If 3 or more business days’ (Mon-Fri) notice is given, this provides us with an opportunity to offer the diary space, clinician’s time and resources to a patient on our waiting list – and ensures that our team members are most effectively able to utilise their time, and professional expertise.