Appointments, Refunds and Cancellations Policy

Appointments can be made in a number of ways (minimum 24 hours notice):

Online – we don’t accept bookings, please give us a call
In Person – at any of our clinics
By Telephone – by calling your local clinic direct 03 9802 2791
By mobile – via our call centre on 0468 778 333

We do try to keep to time. Please aim to arrive at the clinic five to ten minutes prior to your appointment to allow time for parking and checking in. If you are late, we may not be able to provide the full treatment that you are booked for because our treatments cannot be rushed, but you will still be charged for the full appointment.

If treatment is refused, we reserve the right to charge a cancellation fee of 50% of the treatment cost. Or in the case of prepaid treatments, the treatment will be forfeited.

Whilst we all love children, in the interest of health and safety, children cannot accompany patients in the treatment rooms or be supervised by staff. Thank you for your understanding.

We are not required to provide a refund if you change your mind about the products or services you asked for. You may ask us for a refund of a product, if the product has a major problem.

• A major problem is when the service/product:
• Has medical problem that would have stopped someone from purchasing the service if they had known about it
• Medical condition is substantially unfit for its common purpose, and can’t easily be fixed within a reasonable time
• Medical condition does not meet the specifi­c purpose you asked for and cannot be easily rectified within a reasonable time
• Creates an unsafe situation

If the problem with a service provided is not major, we will attempt to fi­x it within a reasonable time. If the problem cannot be fixed, we view it as a major problem.

Treatments/services and service packages are not transferable to other individuals or clinics.
Please keep proof of your agreement in the form of invoice or receipt.

COVID-19 UPDATE FOR AFFECTED CLINIC

While services remain suspended due to Government restrictions, refunds are not available. You can learn more about your consumer right guarantees here at the ACCC’s Coronavirus Information for Consumers. For more information, you can review ACCC guidelines. 

We require a minimum of 24 hours notice for any appointment cancellation to allow time to reallocate your appointment to another client. If you cancel within 24 hours of your appointment, or fail to attend a booked appointment, we reserve the right to charge a cancellation fee of $50. Or in the case of prepaid treatments, the treatment will be forfeited. Please note that deposits paid for cosmetic injectables treatments are non-refundable. All bookings for treatment series and packages have the following stipulations:

• All standard laser hair removal packages must include a series of 5 treatments or more and are valid for 12 months from purchase.
• All standard skin packages must include a series of 3 treatments or more and are valid for 12 months from purchase.
• All prepaid package plans more than $1000 are valid for 24 months from purchase; less than $1000 and $1000 prepaid package plans are valid for 12 months from purchase. All products are not included in any of the packages. 
• Nezeal Skin Clinic practitioners and staff reserve the right to determine suitable treatment for the client.
• Please make sure your packages are not expired prior to the appointment.