Terms & Conditions
Before making a booking with us, we kindly ask that you take a moment to carefully review our clinic's Terms and Conditions. This will help ensure you have all the necessary information and understand our policies before your visit.
Booking Confirmation
Once your booking is made, you will receive a confirmation email containing the details of your appointment. Our team checks online bookings during regular business hours. If you do not receive a confirmation within 24 hours, please contact us directly at 09 528 9010 or email us.
Same Day Bookings: Bookings made on the same day are pending until you receive a confirmation email from us.
Please ensure you review the following policies related to appointments, cancellations, no-shows, refunds, and privacy.
Terms and Conditions
1. Deposits
For services under $125, a 20% non-refundable deposit is required when booking online. For services over $125, a 30% non-refundable deposit is required when booking online.
Deposits are non-refundable if you cancel the appointment with less than 24 hours’ notice or fail to attend. Please refer to the Cancellation Policy above.
Deposits will be applied to your final service total at the time of the appointment.
2. Cancellation Policy
We understand that sometimes schedules change, and you may need to cancel your appointment. To avoid any inconvenience, please take note of our cancellation policy:
● Cancellations must be made at least 24 hours prior to your scheduled appointment time.
● Cancellations made less than 24 hours before the appointment will incur a 50% charge of the scheduled service fee. This will take into account the non-refundable deposit if you have made your booking online.
● For appointments canceled on the day of the appointment, you will be charged 100% of the service fee.
● Late Cancellation Exceptions: We understand that unexpected situations may arise. If you need to cancel your appointment due to emergencies, illness, or other unforeseen circumstances, please contact us as soon as possible. In these cases, we may waive the late cancellation fee at our discretion. However, repeated last-minute cancellations may still incur a charge.
3. Late Arrivals
● If you arrive late for your appointment, we will do our best to accommodate you. However, please note that your treatment time may be reduced to ensure other appointments run on schedule.
● If you are more than 15 minutes late, we may need to reschedule your appointment, and a 50% cancellation fee may apply.
4. No-Show Policy
● If you do not show up for your appointment without providing notice, this will be considered a no-show.
● For all no-shows, the full 100% fee for the scheduled service will be charged.
5. Refund Policy
● Treatment Services: We do not offer refunds on any completed treatment services, as results can vary from client to client. However, we are committed to client satisfaction, and if you are unhappy with your results, we encourage you to contact us to discuss any concerns.
● Pre-Paid Packages: Pre-paid packages or series of treatments are non-refundable but may be transferred to another person or exchanged for a different service of equal value.
● Retail Products: Refunds or exchanges for retail products are accepted within 7 days of purchase, provided the products are unopened, unused, and in original condition.
6. Treatment Suitability and Consultation
● Some treatments may require a consultation prior to booking. We reserve the right to refuse service if we deem a treatment unsuitable for you.
● It is your responsibility to provide accurate information about your medical history and skin condition at the time of consultation. Failure to do so may result in an inability to proceed with treatment, and the cancellation policy may apply.
7. Changes to Appointment Services
If you wish to change the service booked (e.g., switch to a different treatment), please notify us at least 24 hours before your appointment to allow us to make the necessary changes. Failure to provide adequate notice may result in a partial or full charge for the original service booked.
8. Gift Vouchers
● Gift vouchers are valid for 12 months from the date of purchase and are non-refundable.
● They must be presented at the time of treatment, and any remaining balance after use can be applied to future services.
● Gift vouchers are non-transferable and cannot be redeemed for cash.
9. COVID-19 and Health Guidelines
We prioritise the health and safety of our clients and staff. If you are unwell, particularly with symptoms such as a cough, fever, or other flu-like symptoms, we kindly ask that you reschedule your appointment. Our regular cancellation policy applies, but we may waive cancellation fees in cases of illness with sufficient notice.
10. Changes to Policies
We reserve the right to amend these policies at any time. All updates will be posted on our website, and the updated policies will take effect immediately.
Privacy and Data Security Policy
We prioritise the privacy and security of your personal information. We collect data such as your contact details, medical history relevant to treatments, and payment information to provide personalised services, manage appointments, and process payments. Your data is protected with restricted access, and we will never share it with third parties for marketing purposes. You have the right to access, correct, or delete your information at any time. We retain data only as long as necessary and take all steps to ensure its secure handling. For any questions, please contact us.
Treatment Results Disclaimer
Results from treatments at Louise Gray may vary based on skin type, condition, and aftercare. While we aim for the best outcomes, specific results cannot be guaranteed, and multiple sessions may be needed. Recommendations are based on professional expertise, but individual factors can affect results. Following pre- and post-treatment guidelines is essential for optimal outcomes. Please consult your therapist with any concerns.
Patch Testing Policy
For treatments like IPL or certain skincare products, a patch test is required to prevent allergic reactions. The test must be done 24-48 hours before your treatment. If no reaction occurs, we can proceed; if irritation happens, we’ll explore alternatives. Failing to complete the test in time may result in rescheduling your appointment. This ensures the safety of all our clients.