The Aesthetic Skin Clinic
Please take a moment to familiarise yourself with our clinic policies before your appointment. These policies exist to ensure the best possible experience for all of our clients.
01
To secure your appointment at The Aesthetic Skin Clinic, a deposit is required at the time of booking for all online appointments. This helps us protect the time allocated for your treatment and ensures our team is prepared for your visit.
A deposit is required for all online bookings. The deposit amount is a percentage of your total appointment value and will be applied to your treatment on the day.
Package holders are not required to pay a deposit when booking using their package credits.
Appointment reminders are sent via SMS 48 hours prior to your appointment and by email. Please ensure your contact details are up to date at the time of booking.
Please arrive on time for your appointment. Late arrivals may result in a reduced treatment time or rescheduling to ensure our other clients are not affected.
02
We understand that life happens. However, late cancellations and changes significantly impact our team and other clients waiting for appointments. We kindly ask that you provide adequate notice if you need to reschedule.
A minimum of 24 hours notice is required to cancel or reschedule your appointment without penalty. You will receive an SMS reminder 48 hours before your appointment — this is the ideal time to reschedule if needed.
Cancellations made with 24+ hours notice will receive a full deposit refund or transfer to a rescheduled appointment at no charge.
Cancellations made with less than 24 hours notice will result in forfeiture of the deposit paid at the time of booking.
Same-day cancellations will be charged 50% of the total appointment value where no deposit was held.
03
A no show is when a client fails to attend their appointment without any prior notice. This impacts our ability to offer that time to other clients on our waitlist and affects our team directly.
Important
Clients who no show to their appointment will forfeit their deposit in full. Where no deposit was held, a fee of 50% of the total appointment value will be charged prior to any future bookings being accepted. Repeat no shows may result in online booking privileges being withdrawn.
04
In accordance with Consumer Affairs Victoria and Australian Consumer Law, our refund policy is as follows.
No refunds are offered on treatments that have been performed, as professional services cannot be returned. We are committed to achieving the best possible outcomes and will always work with you if you have concerns about your result.
Treatment packages and gift vouchers are non-refundable and non-transferable under any circumstances.
Skincare products cannot be refunded once opened or used, in line with health and hygiene regulations. Unopened products may be exchanged within 7 days of purchase with proof of receipt.
In the unlikely event of a fault with a product or a service that does not meet Australian Consumer Law standards, we will assess the matter on a case-by-case basis in accordance with your statutory rights.
Treatments, packages and gift vouchers are strictly non-transferable — they cannot be transferred to another person, used at another clinic, or exchanged for cash or credit under any circumstances.
05
At The Aesthetic Skin Clinic, we take the safety and efficacy of every treatment seriously. For certain treatments — particularly laser therapies, advanced modalities and deeper chemical peels — specific preparation and aftercare protocols are not optional. They are clinical requirements designed to protect your skin and ensure the safest, most effective outcome.
Please note
If pre-treatment preparation has not been completed as prescribed by your clinician, your treatment may be postponed on the day. This is a safety measure and is non-negotiable. Your clinician will outline all required preparation at your consultation or prior to your appointment.
Laser and energy-based treatments require strict sun avoidance and SPF compliance for a minimum of 2 weeks prior and following treatment.
Advanced peels and resurfacing treatments may require a prescribed skin preparation protocol commencing 2–4 weeks prior to your appointment. Your clinician will prescribe the appropriate products.
Active skincare ingredients including retinol, AHAs, BHAs and vitamin C must be discontinued for the prescribed period prior to certain treatments. Your clinician will advise you specifically.
Post-treatment care instructions provided by your clinician must be followed carefully to ensure your results are optimised and any risk of adverse reactions is minimised.
Daily SPF application is non-negotiable following any skin treatment. We strongly recommend SPF 50+ every day regardless of treatment.
06
Your safety is our highest priority. It is your responsibility to disclose all relevant health information at the time of booking and at your appointment. Failure to disclose contraindications may result in adverse reactions for which The Aesthetic Skin Clinic cannot be held responsible.
Pregnancy and breastfeeding — many treatments are not suitable during pregnancy or while breastfeeding. Please advise our team at the time of booking and at your appointment.
Medications — certain medications including Roaccutane, blood thinners and photosensitising medications may affect your suitability for treatment. Please disclose all current medications.
Skin conditions and medical history — please inform our team of any active skin conditions, autoimmune disorders, recent procedures or relevant medical history prior to your treatment.
Patch testing — may be required prior to certain laser and treatment modalities. Your clinician will advise you if this is necessary.
07
Clinical photographs may be taken before and after your treatment for the purpose of monitoring your progress and maintaining accurate clinical records. These photos are stored securely and confidentially.
Clinical photos are taken as part of your treatment record and are stored securely in your client file. They are never shared without your explicit written consent.
Before and after photos used for marketing or social media purposes will only be shared with your express written consent. You may withdraw this consent at any time.
08
To maintain a safe, calm and professional environment for all clients and our team, we have a strict no children policy within the clinic.
Please note
Children are not permitted in the clinic at any time, including during your appointment. This policy exists for the safety of all clients, the comfort of our clinical environment, and to allow our clinicians to focus entirely on your treatment. We kindly ask that you make alternative arrangements for childcare prior to your appointment. If you arrive with children, we may be unable to proceed with your treatment and your deposit may be forfeited.
09
Clients must be 18 years or older to receive cosmetic injectable treatments including anti-wrinkle injections and dermal fillers. Valid photo ID may be requested.
Clients under 18 may be eligible for certain skin health treatments with written parental or guardian consent. Please contact the clinic prior to booking to discuss suitability.
10
The safety, wellbeing and integrity of our clients and our clinic is our highest priority. Our clinicians reserve the right to refuse, postpone or modify any treatment at their professional discretion.
Treatment may be declined or postponed if a clinician determines it is not safe, suitable or in the best interest of the client — including where contraindications have not been disclosed, pre-treatment preparation has not been completed, or the client's skin condition has changed since booking.
The Aesthetic Skin Clinic reserves the right to refuse service to any client who is rude, aggressive or disrespectful toward our team or other clients.
Our clinicians will always act in your best interest and with your safety as the primary concern. Any decision to modify or decline treatment will be communicated to you honestly and professionally.
If you have any questions about our policies or your upcoming appointment, please don't hesitate to contact us at info@theaestheticskinclinic.com.au or call us on (03) 5269 1847. We're always happy to help.