CLINIC POLICIES
Booking
All appointments can be booked online via our website. Online bookings are made instantly and require credit card details to confirm. Your credit card will NOT be charged, it is used purely to lock in your appointment. All personal information is kept private and not distributed to third party companies.
Cancellation Policy
At Creative Skin and Laser, we ask that you consider the nature of our business when cancelling an appointment. You can reschedule up to 3 hours before your appointment which is strongly recommended and easily done by logging into your profile.
No-shows and last minute cancellations enormously disadvantage both our business and other clients. That means, that clients on our wait list cannot book those time slots with us and miss out.
Our expert therapists dedicate their time specifically to look after you.. Therefore, a minimum of 24 hours’ notice is required for ALL cancellations.
We reserve the right to charge a cancellation fee for the following reasons:
• Client cancels within 24 hours of their appointment start time
• Client fails to attend appointment and has not contacted the clinic
• Client cancels on the day of the appointment via SMS
We understand that sometimes you cannot make your appointment, if you provide us with 24 hours notice we will not charge you for the missed appointment. Cancellations of less than 24 hours will be charged a fee of 50% of the charge for the service or appointment time booked. No-shows will be charged a fee of 100% of the charge for the service or appointment time booked.
Confirmation Policy
At Creative Skin and Laser we rely on scheduling of clientele for our day to day business operation. Therefore a minimum of 24 hours notice is required for confirming all appointments. If there is a failure to notify us of your confirmation via phone or SMS, then your appointment will automatically be cancelled.
To confirm your appointment, please respond to either the SMS or email which you will receive 24 hours before your scheduled appointment. If you believe that you have made an appointment but have not received a confirmation, we advise you contact the clinic asap. If we do not receive a response, we may cancel the appointment on your behalf and it will be made available to to a client on the waitlist.
Refunds and Returns
We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.
This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase —e.g. your receipt.
Gift Vouchers
All gift vouchers need to be activated before 12 months and have a 3 year expiry date. Please redeem gift vouchers prior to the expiry date to avoid disappointment. Cannot be redeemed for cash, you may transfer to a friend or family member.
Clinic Etiquette
At Creative Skin and Laser, we are committed to creating a personalised experience and as such, we request that all clients consider the below points in our Clinic Etiquette guide. Following these helpful tips will enable the Creative team to provide an optimum service for each and every client.
Children
Whilst we love children, a clinic can be a dangerous place for inquisitive little ones so we ask that for their safety and the consideration of all clients that you make alternative arrangements for your children during your appointment where possible, particularly during school holidays, and we may postpone your session to another time.
Your understanding and co-operation is greatly appreciated.
Mobile Phones
We kindly request that you please respect other clients around you, and refrain
from using your mobile phone, as loud conversations and loud ringtones are disturbing to other clients.
Running Late
We don't like to keep our clients waiting so if you are running late, though we will endeavour to complete as much of your treatment as possible, we will have to conclude at the allotted time if another client is scheduled immediately after you.
Rude Behaviour
We do not tolerate rudeness. Full Stop. End of Story.
Treatments
At Creative, we have taken the time to 'create' a treatment plan or offer a service that we believe will give you the best results possible. As a client, it is your responsibility to follow all recommendations provided to you by Creative staff and in failing to do so may lead to disappointing results.
Privacy Policy
Protecting your privacy and the confidentiality of your personal information is very important to us. This Privacy Policy explains why we collect personal information and how we collect, use, disclose, store and protect your personal information. It also explains how you can access, correct, update or delete any personal information provided to us, or make a complaint if you have concerns.
We comply with the Australian Privacy Principles (“APPs") which regulate how we collect, use, disclose, store and protect your personal information.
What is Personal Information?
Personal information is any information that can be used to identify you, such as your name, gender, date of birth, address, telephone number, email or medical, educational, financial, and employment information.
What personal information do we collect?
We may collect personal information including your name, business name, telephone number and your email.
We do not collect your financial information nor do we retain your credit card details used to purchase products. If you receive a request to provide sensitive personal information (eg credit card details) in an email, do not provide this information as the request may be fraudulent. If you receive any such emails please forward to us.
You provide us with your information when you create an account, we use this information to better serve you. We will from time to time email you regarding promotions and events, however we will not provide your information to an external third party.