Booking Policy​

All appointments can be booked online through our website. Online bookings require credit card details and a 50% deposit to secure your treatment time. This deposit reserves your therapist and treatment room. Your appointment is your responsibility. You can view, change or reschedule your booking at any time by logging into your online profile. Your deposit is non-refundable if your appointment is cancelled, changed, or not confirmed within 48 hours of your scheduled time. If more than 48 hours’ notice is provided, your deposit will be transferred to your next booking. All client information is confidential and never shared with third parties.

 

Cancellation & No-Show Policy (48 Hours)

Your treatment time is reserved exclusively for you. Late cancellations or no-shows impact both the clinic and clients on our waitlist. We require a minimum of 48 hours’ notice for all cancellations or appointment changes.

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Fees apply when:

• You cancel or reschedule within 48 hours of your appointment

• You fail to attend your appointment (no-show)

• You cancel on the day of your appointment.

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Charges:

• Cancellations/changes within 48 hours → 50% cancellation fee

• No-shows → 100% no-show fee. With more than 48 hours’ notice, no fees apply, and your deposit can be moved to a future booking.

 

We understand that unexpected circumstances arise. Clients are encouraged to manage their appointments via their online profile at any time.

 

Confirmation Policy

You will receive both an email and SMS 48 hours before your appointment. Please confirm your booking by replying to one of these messages. If we do not receive a confirmation and cannot contact you, your appointment will be cancelled and your deposit will be forfeited, as the time has been reserved specifically for you. If you believe you have an upcoming appointment but have not received a confirmation message, please contact the clinic as soon as possible.

 

Refunds & Returns

We are not required to provide a refund or replacement if you change your mind.

However, you may choose a refund or exchange if an item has a major problem, including where the item:

• has a problem that would have stopped someone from purchasing it

• is unsafe

• is significantly different from the sample or description

• does not do what we said it would, or what you asked for, and cannot be easily fixed.

If the problem is not major, we will repair the item within a reasonable time. If we cannot repair it within a reasonable time, you may choose a refund or replacement. Please retain your proof of purchase.

 

Gift Vouchers

Gift vouchers must be activated within 12 months and have a 3-year expiry. Vouchers cannot be redeemed for cash but may be transferred to another person. Please redeem vouchers before their expiry date to avoid disappointment.

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Clinic Etiquette

At Creative Skin and Laser, we aim to create a calm, personalised and enjoyable experience for every client. To help us maintain this environment, please take a moment to read our Clinic Etiquette guidelines.

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Children

For safety reasons, we ask that you organise alternative care for your children during your appointment. A clinic environment is not suitable for young children, and if attendance disrupts the treatment room, we may need to reschedule your appointment. We appreciate your understanding.

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Attending Appointments Alone

To keep our space comfortable and to ensure your therapist can focus entirely on your treatment, please attend your appointment alone. We are unable to accommodate additional guests in the clinic.

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Mobile Phones

To keep our space relaxing for all clients, please silence your phone and avoid phone calls or loud notifications during your appointment.

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Running Late

If you are running late, we will complete as much of your treatment as possible; however, your appointment will still finish at the scheduled time to avoid delaying other clients.

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Respectful Behaviour

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We are a supportive and respectful clinic. Rude, aggressive or inappropriate behaviour will not be tolerated.

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Treatments

Our therapists create treatment plans designed to help you achieve your skin goals and support long term skin health. For best results, it is your responsibility to follow the recommendations provided. Not following aftercare or treatment guidelines may affect your outcome.