BOOKING, CANCELLATION, RESCHEDULING & REFUND POLICY

At Urban Skin Clinic, we value our clients’ time and the time of our practitioners. Appointments are reserved exclusively for each client, and late cancellations or missed appointments may prevent us from offering the appointment time to another client.

This policy applies to all appointments, treatments and prepaid treatment packages.

1. $50 Appointment Deposit

A $50 deposit is required to secure an appointment.

The deposit will be credited toward the cost of the scheduled treatment.

By making a booking and paying the deposit, the client acknowledges and agrees to this Cancellation, Rescheduling C Refund Policy.

2. Cancellation or Rescheduling – 48 Hours’ Notice

Clients must provide at least 48 hours’ notice if they wish to cancel or reschedule an appointment.

Where at least 48 hours’ notice is provided:

• the $50 deposit may be transferred to a new appointment; or
• where applicable, Urban Skin Clinic may issue a credit voucher for the amount

Where a client simply changes their mind about an appointment or prepaid treatment, no monetary refund is provided where the cancellation is a change of mind. A credit voucher may be offered where the required 48 hours’ notice has been provided.

3. Cancellation or Rescheduling with Less Than 48 Hours’ Notice

Where an appointment is cancelled or rescheduled with less than 48 hours’ notice, the $50 deposit may be forfeited.

The $50 deposit will not ordinarily be transferred to a future appointment unless Urban Skin Clinic, at its discretion, agrees to make an exception under extenuating circumstances.

4. Same-Day Cancellation or No-Show

A cancellation made on the same day as the appointment, or failure to attend an appointment without adequate notice, may result in the full scheduled treatment fee becoming payable.

This charge reflects the appointment time reserved for the client and the clinic’s reasonable costs and loss associated with being unable to reasonably reallocate that appointment time.

Any amount already paid will be credited toward the applicable cancellation charge.

Urban Skin Clinic reserves the right to require payment of any outstanding cancellation fee before accepting another booking.

5. Treatment Packages

The same 48-hour cancellation and rescheduling requirements apply to all treatment packages. For package appointments:

• 48 hours or more notice: the appointment may be rescheduled without losing the treatment
• Less than 48 hours’ notice: the $50 booking deposit may be
• Same-day cancellation, same-day rescheduling or no-show: the scheduled treatment session will be deducted from the package and deemed used.

A treatment session lost due to a same-day cancellation, same-day rescheduling or no-show will not ordinarily be reinstated.

6. Prepaid Treatment Packages – Change of Mind

Prepaid treatment packages are purchased at the package price and are subject to the terms agreed at the time of purchase.

Change of mind does not automatically entitle a client to a monetary refund.

Where a client changes their mind about a prepaid package, including a package that has or has not yet commenced, Urban Skin Clinic may offer a credit voucher for future use, particularly where the client has provided at least 48 hours’ notice.

No monetary refund will be provided for change of mind, except where a refund or other remedy is required under the Australian Consumer Law (ACL) or other applicable law.

Credit vouchers may be applied toward eligible treatments or services at Urban Skin Clinic and are not redeemable for cash, except where required by law.

7. Late Arrival

Clients are expected to arrive on time for their appointment.

Where a client arrives late, the treatment may need to be shortened where there is another client scheduled immediately after the appointment.

If the appointment cannot reasonably proceed because of the client’s late arrival, the appointment may be treated as a cancellation, and the applicable cancellation terms may apply.

8. Acceptance of Policy

By booking an appointment or purchasing a treatment package, the client confirms that they have been provided with, or had reasonable opportunity to review, this policy and agree to its terms.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL) or applicable NSW legislation.

This policy is intended to operate consistently with the Australian Consumer Law and applicabl