CANCELLING OR CHANGING YOUR APPOINTMENT

Please read on for the terms of our booking policy for consultations or treatments with our non surgical clinicians

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Home 5 Cancellation and rescheduling policy

If you have an appointment coming up with our non surgical clinicians, please review our cancellation and rescheduling policy below. This page explains our our cooling off period, fees, courtesy notice requirements and the reasons why we have this transparent policy in place.

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 a patient fails to attend a scheduled appointment, or cancels/reschedules less than 2 full working days prior to the appointment, the $50 deposit is forfeited and future appointments require the full quoted payment up front.

This pre-payment becomes non transferrable or refundable if less than 2 working days’ notices is given.

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.

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

Unfortunately, no; our surgical and non surgical clinics are two different businesses and therefore when you pay your deposit to our non surgical clinic entity, it cannot be used for our surgical business.

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

Yes, provided 2 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

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.

Special note for filler patients:

If any of the following applies to you, please let us know at least 2 working days prior to your appointments to ensure you don’t incur a late cancellation fee:

  • COVID vaccination in the 2 weeks prior – or planned for the 2 weeks after – your filler treatment
  • current cold sore or acne breakout on your face
  • dental work (including cleaning) in the past 4 weeks – or planned in the 4 weeks following your treatment

If the above applies to you, your treatment will not be able to proceed on the day, so please notify us of this at least 2 working days’ prior to ensure late cancellation fees do not apply.

Special note for Fraxel patients:

If any of the following applies to you, please let us know at least 2 working days prior to your appointments to ensure you don’t incur a late cancellation fee:

  • 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 the above applies to you, your treatment will not be able to proceed on the day. Due to the amount of time set aside for Fraxel treatments in the clinicians’ diary, please notify us of this at least 2 working days’ prior to ensure late cancellation fees do not apply.

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

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 your deposit is charged 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 to change the visit to a consultation with the clinician instead, to discuss your queries or concerns first. 

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 the appointment is cancelled less than 2 working days (Mon-Fri) prior, or fails to proceed on the day, the full 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 our patients and clinical professional’s time. When we book an appointment, we hold a time allocation space for the specific treatment – and other patients are not able to book in this slot. If 2 or more days’ notice is given, this provides us with an opportunity to offer the space to a patient on our waiting list and ensures that our team members are most effectively able to utilise their time, and professional expertise.