Cancellation & Refund Policy

It is our objective to ensure that every client is delighted with the services that they receive at Skinsational.

Cancellation & Refund Policy

Please be aware that we have a 24 hour cancellation policy at Skinsational.

If you wish to cancel, or rearrange your appointment you need to let us know at least 24 hours before your appointment.  Unfortunately you will be liable to pay a cancellation fee of 50% of the treatment, or alternatively forfeit a treatment if you are on a pre-paid course if the cancellation period is not adhered to.

Please be aware if that if you arrive for a pre-booked laser/IPL treatment, and it is considered unsafe to continue your treatment due to recent sun exposure or the skin holding a tan you will also be liable to pay the cancellation fee.

We hope you understand that our appointments are limited and we constantly endeavour to accommodate appointments for all of our clients at the times and days most convenient to them.  Therefore, it is a waste of appointment time if a clinic room has been booked out for a treatment that cannot be carried out due to a last minute cancellation.

Refund Policy

Please note that we do not offer refunds on any treatment or product purchases. However, if you change your mind about your purchase within 14days, we are happy to exchange it for another treatment or product or offer you a credit note. This policy does not apply to products which have been used or opened. The only exception to this policy is a serious or long term illness, confirmed by a medical certificate.

Self Administered Teeth Whitening – We only sell Teeth Whitening kits Non Peroxide EU Compliant which are all self administered we do not offer refunds on products used. Included for free is hire of the blue led teeth whitening lamp. Please note results vary and we can not guarantee the whiteness or time the whitening will last.

Laser Treatments – We can not guarantee the exact time or length of course required for treatments with laser. We can give averages of typical treatment lengths but not guarantee the time required to achieve the full results.

If you have purchased products online please read our shop terms and conditions.

 

CHILD SUPERVISION IN CLINIC

Children are welcome into our clinic however we regret that our staff members are unable to supervise children during treatments for both health and safety and insurance purposes.

Please could we politely ask that you do not bring your children along to your appointment with us unless they are supervised by another adult.

Children will not be allowed into treatment rooms for health and safety reasons.

We apologise for any inconvenience caused.

Complaints Procedure

It is our objective to ensure that every client is delighted with the services that they receive at Skinsational.

However, we recognise that on occasions things can go wrong. If this does happen we will try to ensure we put things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are not happy about the service that you have received.

We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.

Please raise your concern with the Manager and bring it to our attention immediately. They will listen carefully to your concerns and do what they can to correct any problems on the day. Please note any services and treatments can not be refunded once the customer has received the treatment and left without notifying us, all staff members will ask at the end of the treatment if it was to satisfaction, If a complaint is made on the day, any upheld complaints will not result in a cash refund, but may entitle the customer to an appropriate concession value payable by voucher or credit from the merchant of the voucher.

If you have a complaint or experienced any problems during your spa experience please inform the therapist or relevant supervisor immediately, as any elements of disappointment with treatments may not be able to be rectified after you have left the spa. We also recommend that you speak to the General Manager to discuss any other areas of disappointment prior to departure. If you do not reach an acceptable resolution to your complaint prior to departure.

• Cancellations within 24 hours of arrival: No refund

• Non arrival: No refund
• There are no refunds on vouchers

Injectable Treatments 

We will honour a 14 day “top-up” treatment at no further cost to the client at the discretion of the original injector and subject to file review. The “top-up” treatment will apply to the area treated during the original treatment visit. Injectable treatments are not eligible for refunds or store credit.

Consumer Products

Products for take home or at home use will be eligible for a full refund on condition that the product(s) is returned unopened and un-used within 14 days of initial purchase date. Products returned after 14 days and before 28 days of initial purchase date will be eligible for a store credit.

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