Our policies

Deposits.

All appointments require a $50 holding deposit, fully refundable against the cost of your service on the day of treatment. This deposit is automatically forfeited if you cancel within 48 hours of any appointment or fail to show in line with our cancellation policy. If a deposit is unpaid 48 hours prior to your appointment time and we cannot contact you to confirm, your appointment will be cancelled.

Cancellations.

To reschedule or cancel your appointment, we must be notified by phone, SMS or email a minimum of 48 hours ahead of your scheduled appointment or your deposit will be forfeited in full. To help you help us, we send all confirmed appointments an SMS reminder 72 hours before their scheduled visit to help you help us. If you believe you have an appointment and don’t receive an SMS, please contact the clinic.

If you cancel twice within the 48-hour period prior to your appointment time, we will require full payment in advance for your next treatment. This will be forfeited in full if you cancel within 48 hours of the upcoming booking, or if you do not show.

In the case of an appointment for a prepaid package treatment, the treatment cost will be deducted from your package and you will not be able to use this treatment at a later date.

We value your time, and ours. We schedule our treatments carefully to ensure we deliver the best experience and outcome for our clients, and do our best to help our clients fit in appointments around their busy schedules.

Running Late.

If you are running late to your appointment time please ensure you call or text the clinic so we can plan accordingly. Some occasions may require your appointment to be rescheduled in order to deliver an effective and safe treatment and in this case your deposit will be forfeited. We will always try to accommodate, and understand that life gets busy and traffic isn’t always our friend. We have ample parking at our new home so we hope it makes life easier for all!

If we are running behind your scheduled time, we will contact you as soon as possible so you can run your errands before heading to the clinic or enjoy a complimentary LED light treatment while you wait.

Refund & Returns Policy.

All sales are final. If you wish to discontinue your agreed treatment in the midst of a package, the price of the treatments you have had will be calculated at the non-discounted rate and can be credited towards another treatment in clinic. Please schedule a review appointment ensure that any changes to your program will be the best choice for you and your skin. Retail product sales are final in accordance with Australian consumer legislation and we do not offer refunds, exchanges or credit. In the unlikely event of an adverse reaction, please contact the clinic for help.

Covid-19 and Other Illness.

During this time we ask that you do not attend your appointment if unwell- health and safety of other clients and clinic staff is our top priority. We have lost months of treating our clients and need to be at our healthiest to keep skin journeys on track. Please refer to our Covid-19 page for specific information and the latest applicable regulations

Thank-you for your patience, understanding and continuous support.

Follow-up Appointments and Treatment Reviews.

Every face is unique and we all have different skin goals. To meet your expectations, we encourage booking a review appointment for all injectables, Cosmelan and Ulfit treatments, or at the end of a program of Tixel, microneedling, Emsculpt, IPL or laser so we can review your results, make any adjustments indicated, and plan next steps.

Anti-wrinkle treatments require 14 days for full effect. We will review between 14-21 days from the date of treatment. If adjustment is indicated, the first 10 units of product is complimentary and the top-up noted on your records for future bookings. Please note that we cannot review outside of the 14-21 day time frame safely. due to unpredictable individual product take-up and metabolism.

We Protect Your Privacy.

We practice in accordance with our privacy obligations and value the trust our clients have in us. Our staff will not disclose your attendance at the clinic with any person not employed or contracted to tw&SKIN unless in a medical emergency. Your personal details, images and other records will not be shared or on-sold and are technical security measures are in place to prevent unauthorised access or use. Personal information is used for the purpose for which it was obtained or reasonably expected related reasons. We adhere to the relevant legislation for electronic marketing.

If you agree to have your image shared on our social media or our website, we will provide you with a form to complete to provide said consent and the parameters for use.

Children in Clinic.

For safety reasons children are not permitted in the laser treatment room. Tracy and Dani will always do her best to help busy mums get their ‘essentials’ performed. We do not always have a receptionist available, so it is best to arrange childcare for the time of your appointment so you can relax and enjoy your treatment experience.

Accessibility.

Our new clinic is ground level and wheelchair accessible. Please call if you need any assistance from clinic staff. Any clients needing help with booking online, or further information about any of our treatments, please don’t hesitate to text or call.

Right to Refuse Service.

We reserve the right to refuse service to any person at the discretion of our clinic staff. We offer our clients a safe and relaxing space, and harassment or bullying of staff or other clients will not be tolerated. We reserve the right to permanently refuse entry to the clinic to any person.

Gift Voucher Terms & Conditions.

In keeping with Australian consumer legislation, gift vouchers are valid for 3 years. They are not transferable, non-refundable and cannot be exchanged for cash or reissued if lost or stolen. We endeavor to keep a tracking number on file, but cannot guarantee we will be able to locate it. Gift vouchers are not valid with any other offer, promotion or special.