We understand that life moves fast and things might arise which may require you to reschedule or cancel your appointment with us. While we do understand this, it's also important for us to have fair availability for our clients. A cancelled appointment, or a no-show means we couldn't treat someone else who needed it also.
This can be the unpleasant part of our business and we made very conscious decision not to disadvantage those that do the right thing regularly by building the cost of no-shows into the price of treatments - that's not fair! So we designed a policy which we believe is fair to allow us to work with clients who are unable to adhere to the policy.
We strive to be the happy place for your face every day, and running a service business where people have to book well in advance isn't always easy. We also promise to be fair, so you'll notice our policy becomes more stringent if you fail to adhere to it more than once.
Confirmations & reminders
When you book with us, you'll receive an SMS (and email if you've registered your email address with us) confirming your appointment. You will also receive a reminder 1-2 days prior to your appointment asking you to confirm your appointment out of courtesy.
Not confirming doesn't automatically cancel your appointment however, we do reserve the right to re-allocate that appointment to another client at our discretion should you not have confirmed your appointment by close of business the day prior.
Need to reschedule or cancel your appointment?
If you do need to make any changes to your appointment, we ask that you please provide us with the courtesy of at least 24hrs notice. This allows us to plan our day accordingly and allows our waitlist clients sufficient notice to take your spot if it's convenient for them, or time to re-advertise your time to other clients.
If you fail to give appropriate notice for your appointment, you will be required to pay a $75 re-booking fee prior to your next treatment with us.
What if you no-show for your appointment?
We do favour your courtesy by letting us know if something comes up that means you're not able to attend your treatment. If you fail to give us notice, and don't turn up for your appointment, you will be required to pay a $75 re-booking fee prior to your next treatment.
What happens if you cancel or no-show multiple times?
Unfortunately, if you're unable to provide our team with the courtesy they deserve on multiple occasions, we might not be the right place for you and your skin journey. That's OK. If this happens multiple times, you may initially be asked to pre-pay your appointments, and if you no-show that appointment, you will no longer be able to pre-book an appointment with us; you will be welcome to take a chance for a walk-in booking.
How should you contact us?
If you need to make changes to your appointment outside the cancellation window (e.g. more than 24hours before your appointment), you can manage your booking online through the link in your SMS or email, or by calling or texting us.
If you need to make changes within the cancellation window (less than 24hours before your appointment), please call the clinic
For our contact details, click here
We can't wait to treat you and thank you in advance for your understanding.