Thrive Terms & Conditions
We are a small independent business and value your time. We hope you value our time too. When you make an appointment with us, this time is put aside for you. As such we take a non refundable deposit to secure your appointment
Consultations: Please keep in mind that treatments may not be suitable for all patients and a consultation will be required prior to any treatment or service. A seperate fee may be required for this consultation if you are a new patient, or are engaging for an ongoing consultation.
Deposits & Cancellation Policy For Initial Consultation with Dr Grant: To book in for an initial aesthetic consultation with Dr Grant you must provide a $200 non-refundable deposit. Deposits /Reservation fees are non-refundable but can remain on the system as a credit for your next appointment if you give us sufficient notice (more than 48 hours). In the event of a no-show or late cancellation outside the allowable window, your deposit will be forfeited.
Deposits and Cancellation Policy For Treatments: To secure your appointment, a valid credit card must be provided at the time of booking. If you are an ongoing patient at our clinic, your credit card will be securely stored in our system, and will only be charged in the event of a no show or late cancellation as outlined in this policy. Cancellation fee or deposits for short appointments start at $100, longer appointments are charged more. If you are reluctant to provide a credit card, a deposit must be on file prior to confirmation of your appointment. Your credit card will be charged /deposit will be taken as a cancellation fee if you fail to show up for your appointment or cancel/reschedule within 48-hours of your appointment.
Cancellation Fees Late cancellation (less than 48 hours) or no shows, will incur a cancellation fee. If a reservation fee has already been paid, no extra payments are taken. As a guide, the deposit/cancellaion fees are:
Dermal Clinician or Registered Nurse consultation or treatments: from $100 depending on the length of the appointment
Dr Grant consultation or treatment: from $200
No Show Policy: A "no show" is defined as missing an appointment without prior notice or canceling within 48 hours. If you fail to attend or cancel within the 48 hours time period your deposit will be used as a cancellation fee, or the standard cancellation fee will apply.
Repeat Cancellation: We understand people have busy lives, however we cannot remain a sustainable business if you cancel repeatably. If you fail to attend three times for an appointment, future appointments will only be accepted if the total service fee is paid at the time of booking, which will be taken as a cancellation fee if you fail to show again.
Appointment communication: You can update yor appointment (cancel or reschedule) yourself via the timely app. You can also contact the clinic to reschedule via email, phone, or in person. Please note, we check these messages during business hours so if you need to cancel your Monday appointment, please contact the clinic on Saturday by the latest. We do not use social media (facebook/instagram) for bookings or discussion of clinical matters.
Confirmation of Appointment: We send an appointment confirmation via email 5 days before and an SMS confirmation 72 hours prior to your appointment. We ask that you respond to this SMS by replying Yes or No. If you cancel your appointment within 48 hours, a late cancellation fee will apply. If you don’t receive a confirmation, please call to check we have your correct details on file.
Late Arrival: Please SMS on 0404123781 or email info@thriveskinclinic.com.au if you anticipate arriving late. The clinic phone is often used as an answering service as we prioritise service to our clients in the clinic. If you arrive within 15 minutes of your scheduled appointment, we will treat you in the remaining time allocated. This may mean we cannot complete the treatment you have booked- we will do our best to accommodate you without inconveniencing another patient. If you are more than 15 minutes late, your appointment maybe cancelled and you will will need to pay for the full service you have booked in.
New Clients: Please arrive 15 minutes ahead of your scheduled appointment to allow for intake paperwork.
Phone: Please set your phones to silent mode upon entering the clinic.
Children & Support Persons For safety reasons children are not permitted in treatment rooms. This is not negotiable. Our staff are not able to supervise your children in the waiting area and we ask that you do not bring children - our staff cannot supervise your children as they are required to perform their regular duties during your treatment and will not be able to provide safe oversight, especiallly as we are near a busy road.
Clinic Notices Video surveillance in our public areas is to ensure public, team and client safety. Any attempt at theft will be prosecuted and result in being permanently banned from our clinic.
Restrictions No harassment of staff of any kind will be tolerated. Clients who harass any staff member will receive a notification email warning, after which they will be unable to from book at our clinic. In this instance, a formal letter and email will be sent to the client as well as details for an alternate service provider.
Right of Refusal We reserve the right to refuse service to any person for any reason.
Payments We accept cash, debit and credit cards including Visa and Mastercard and offer ZipPay which requires you to set up an independent account prior to your appointment. We do not accept American Express.
Patient Variability in Results: Every patient has different skin and will get a different outcome from a treatment course. However we have a lot of options and if things change, will be able to offer you a safe treatment.
Gift Vouchers All gift vouchers are final and cannot be returned, refunded, refunded for cash and are non-transferrable. Gift vouchers are valid for 3 years, per Australian Consumer Law. Lost or stolen vouchers cannot be reissued and are not valid with any other offer or special at Thrive Skin Clinic.
Complimentary Vouchers & Promotions: On occasion we offer complimentary vouchers (for example for your birthday) or special promotions. These offers are valid for 2 months, unless specified otherwise. All promotional offers are limited to one per client and are non-transferable. All complimentary gift vouchers (e.g. birthday vouchers) may only be used for full priced non medical skin treatments valued over $200. Complimentary vouchers cannot be used in conjunction with any other sale or promotion, and can only be used for full priced items or treatments. They are not valid for medical treatments or with any other offer, redeemable for cash or products. One birthday gift redemption, per person, per year.
Memberships: Thrive Memberships are Non-Transferrable and Non-Refundable. Standard booking policy and no show policy applies to all appointments. Client unawareness of such policies is not sufficient reason for management not to enforce these policies. Please review the specific membership tier terms and conditions via our Membership page.
Refunds - Retail: All retail product sales are final and we do not offer returns, exchanges, or credits in line with Australian Consumer Law. If you have a reaction, please call us, take pictures and return the unused portion to us. In this case we will ask you to complete paperwork which will be submitted to the manufacturer. You may be able to seek a refund if only a small portion of the product has been used.
Refunds - Treatments & Consultations: All sales are final. Thrive Skin Clinic maintains a ‘no refund’ policy on purchases of goods or services if you change your mind. The ‘no refund’ policy applies to medical consultations, medical procedures (including injectables) and dermal therapy treatments and procedures.
Promotions, packages, gifts and specials: are not able to to be used in conjunction with any other offer, are not transferrable, are not able to be swapped for case or credit and are valid from 4 months of purchase, unless indicated otherwise. Clients are only able to purchase one promotion per person unless specified in the offer
Please note that our treatments, services and packages are not transferable to other individuals and they cannot be swapped for other treatments or services.
Packages:
New clients require an Initial Consultation treatments with Dr Grant. Consultation & treatment can be done on the same day- please contact us via email info@thriveskinclinic.com.au if you would like to do this as we need to allocate sufficient time. Consultation fees are seperate to package fees, unless specified.
The cancellation fee for package treatments is 100% of the booked single priced treatment. This will be charged if you cancel within 48 hours or do not attend. Let us know as soon as you have any issues.
For Laser/ IPL Treatments: do not have an artificial spray or self tan for 3 weeks on the treatment areas- we will not treat you and charge the full fee if you have had a spray or self tan and still present to your appointment
Refunds- No refunds or reduction in price will be allowed if a you do not, or cannot safely use, all of the products in a package. Once purchased there are no refunds.
