CANCELLATIONS AND REFUNDS
1. Objectives and Background
Advanced Laser Clinic is committed to providing the best service in a timely manner. We aim to accommodate your needs. Unfortunately, when a client cancels without giving adequate notice, it prevents another client from being served.
This cancellation policy is used as a way of respecting the time commitment of all involved. It explains the process for requesting a cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would otherwise have wanted an appointment. We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.
2. Cancellation Process
We understand situations can arise in which you must cancel your appointment. Due to limited appointment availability, we request that you cancel with adequate notice. This allows us to fill that appointment slot.
You may cancel by contacting us by:
(a) phone 03 8360 9495; or
(b) email email@example.com
We require a minimum of 24 hour notice for cancellation. Please inform us by 2pm 24 hour prior to your scheduled appointment to notify us of any changes or cancellations. If no prior notice or the notice given is not provided within the minimum notice period, you will be charged a cancellation fee (see below) for the missed appointment.
2.1. Late Arrivals
Late arrivals can only be extended to the remaining time of the scheduled appointment. If you are 15 minutes late past your appointment, we will have to reschedule/cancel the appointment, which may incur cancellation fee.
3. Cancellation Fee
(a) The cancellation fee is $50.
(b) The cancellation fee will be charged by credit card or cash.
(c) The cancellation fee may be deducted from any deposit paid for the appointment (if any).
(d) The cancellation fee is the sole responsibility of the client and must be paid in full within 24 hour.
4. Acceptable circumstances for waiving cancellation fees
We understand that plans may change due to uncontrollable and external circumstances. Missed appointments can be unintentional or may stem from an emergency, etc. Therefore, cancellation due to such circumstances will not incur a cancellation fee. Having cancellation fees waived require approval from Advanced Laser Clinic.
5. Refund Policy
If the notice of cancellation is given 24 hour before the scheduled appointment, Advanced Laser Clinic will refund any deposit that was received to book an appointment.
6. Prepaid Treatments
(a) If you pre-pay for treatments you will save an amount according to the pre-payment schedule. There is no refund on pre-pays and they are not transferable to other individuals and procedures.
(b) Pre-pays have a 24 months expiry date.
(c) 24 hour notice is required for any pre-paid appointment cancellations. If you cancel a pre-paid appointment within 24 hour, or do not attend the appointment, we reserve the right to retain your deposit or forfeit the procedure.
(d) Refunds will be provided where required in accordance with the Australian Consumer Law. Refunds will only be provided within 14 days of purchase. We want you to be a satisfied client so if our service or product is faulty it may either be replaced or refunded. We don’t refund for change of mind.
(e) Our procedures and products may not be suitable for you and whilst all due care and skill is exercised in treating our clients ultimately it is your responsibility to determine if the product or treatment is right for you.
(f) In order for us to provide you with a great service it is fundamental that you provide all information requested in completing consent forms or advising us of any factors that may affect your treatments. You also need to have realistic expectations of the results of treatment. We encourage you to work with your therapist or health professional on what you can achieve with your treatment.
(g) All Gift Vouchers are non-refundable
(h) You agree to these terms by purchasing pre-paid procedures.
Our business firmly believes that a good client and business relationship is based upon mutual understanding.
Questions about our cancellation policy should be directed to 03 8360 9495.