Last updated: September 2026

At Specialist Skin & Laser Clinics, we understand that circumstances can change and you may occasionally need to cancel or reschedule an appointment. This policy explains our requirements for cancellations, refunds, prepaid treatments, packages and other purchases.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Appointment Cancellations & Changes

We require at least 24 hours' notice if you need to cancel or reschedule an appointment.

This applies to appointments made online, over the phone or directly with one of our clinics.

If you cancel or reschedule with less than 24 hours' notice, or do not attend your appointment, Specialist Skin & Laser Clinics reserves the right, depending on the type of booking, to:

• retain or forfeit any deposit paid;
• deduct one treatment from a prepaid treatment or package; or
• charge a cancellation or no-show fee of up to 50% of the scheduled treatment price.

We understand that unexpected circumstances can occur. Any exception to the cancellation policy will be considered at the discretion of Specialist Skin & Laser Clinics.

Refunds

We do not generally provide refunds for change of mind or change of circumstances.

Refunds, replacements, credits or other remedies will be provided where required under the Australian Consumer Law.

We may also consider a refund or other appropriate resolution where Specialist Skin & Laser Clinics determines that a treatment you have purchased cannot appropriately be provided to you, including where you are subsequently assessed as unsuitable for that treatment.

Proof of purchase may be required when requesting a refund.

Medical Conditions

If a medical condition prevents you from commencing or continuing a prepaid treatment or package, please contact your clinic as soon as possible.

We may request reasonable supporting documentation from a qualified healthcare professional confirming that the treatment is not suitable for you or should be temporarily postponed.

Depending on the circumstances, we may consider suspending or extending your prepaid treatments or providing another appropriate resolution.

Any rights you may have under the Australian Consumer Law continue to apply.

Prepaid Treatments & Packages

Prepaid treatments and packages allow clients to purchase treatments in advance, including at package or promotional pricing where applicable.

Unless otherwise stated at the time of purchase:

• all prepaid treatments and packages expire 12 months from the date of purchase;
• prepaid treatments and packages are for use by the person for whom they were purchased and cannot be transferred to another person;
• prepaid treatments and packages cannot be transferred between Specialist Skin & Laser Clinics locations;
• prepaid treatments cannot be exchanged or transferred to a different treatment or treatment area without approval from Specialist Skin & Laser Clinics;
• refunds are not provided for unused prepaid treatments or packages simply because you change your mind or your circumstances change.

Where a prepaid package contains multiple treatments, individual unused treatments within the package are not separately refundable for change of mind.

It is the client's responsibility to use prepaid treatments within the applicable 12-month validity period.

Nothing in this section affects any rights or remedies available to you under the Australian Consumer Law.

Suspending or Extending Prepaid Treatments

We understand that circumstances may arise that temporarily prevent you from receiving treatment.

Specialist Skin & Laser Clinics may, at its discretion, suspend or extend the expiry of prepaid treatments or packages in appropriate circumstances, including certain medical circumstances.

We may request supporting documentation before approving an extension or suspension.

Any extension or suspension will be assessed on an individual basis and does not automatically entitle a client to a refund.

Treatment Suitability

Not every treatment is suitable for every client.

Treatment suitability may depend on factors including your medical history, medications, skin type, treatment area, previous treatments and other individual circumstances.

Clients are responsible for providing complete and accurate information requested by Specialist Skin & Laser Clinics, including information requested during consultations, medical questionnaires and consent processes, and for notifying us of relevant changes before treatment.

Our treating professionals will assess suitability within the scope of the treatment and information available to them. If we determine that a purchased treatment is not suitable for you, we will discuss the available options with you.

Treatment Results & Expectations

Individual responses to treatments vary, and results cannot be guaranteed.

The number of treatments required and the results achieved can differ between clients depending on individual characteristics, treatment type, treatment area and other relevant factors.

We encourage clients to discuss expected outcomes, treatment plans, risks and limitations with their treating professional before proceeding.

Adverse Reactions & Treatment Concerns

If you experience an unexpected reaction or have concerns following a treatment, please contact the clinic that performed your treatment as soon as reasonably possible.

We may ask you to attend the clinic for assessment, provide photographs or other relevant information, or attend follow-up appointments so that we can properly assess and respond to your concern.

Your cooperation with reasonable follow-up and assessment requests assists us in investigating treatment concerns and determining an appropriate course of action.

Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

Retail Products

We do not provide refunds or exchanges for retail products simply because you change your mind, unless Specialist Skin & Laser Clinics has expressly agreed otherwise.

If a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

For online purchases, please contact us as soon as possible if your order arrives damaged, faulty or incorrect.

For hygiene and safety reasons, we may be unable to accept returns of opened or used skincare, cosmetic or personal-care products for change of mind.

This does not affect your rights under the Australian Consumer Law.

Promotional Purchases

Treatments, packages and products purchased during a promotion or at a discounted price remain subject to this Cancellation & Refund Policy and any additional terms disclosed as part of the promotion.

Promotional purchases are not refundable merely because a promotion subsequently ends, the price changes, or another promotion becomes available.

Your rights under the Australian Consumer Law are not affected.

Gift Cards

Gift cards will have a minimum validity period of three (3) years from the date of issue, unless a different period is permitted under applicable Australian law.

Gift cards are not redeemable for cash except where required by law.

Treatments or products purchased using a gift card remain subject to the applicable terms of this policy.

Transfers

Prepaid treatments and packages are purchased for use at the Specialist Skin & Laser Clinics location at which they were originally purchased.

Prepaid treatments and packages:

• cannot be transferred to another Specialist Skin & Laser Clinics location;
• cannot be transferred to another person; and
• cannot be transferred to a different treatment or treatment area without prior approval from Specialist Skin & Laser Clinics.

Australian Consumer Law

Our treatments, services and products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Cancellation & Refund Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Where you are entitled to a remedy under the Australian Consumer Law, Specialist Skin & Laser Clinics will provide the remedy required by law.

Contact Us

If you need to cancel or reschedule an appointment, request a refund, discuss a prepaid treatment or package, or raise a concern regarding a treatment or product, please contact the Specialist Skin & Laser Clinics location associated with your booking or purchase.

We encourage clients to contact us as soon as possible so that we can review the circumstances and assist with an appropriate resolution.