We understand that sometimes, despite our best laid plans, life happens, especially during a pandemic and we do our best to accomodate unexpected illness and misadventure on the occasions when this happens. 

At the same time, as a small business we want to be sure that we are on the same page if we are to work together so please ensure you understand our late cancellation/ rescheduling and no-show policies, outlined below. 

When you book an appointment you are effectively reserving our time for your concerns.

When you reschedule or cancel at short notice even if outside the 2-business day window, it is often a big window of time we cannot allocate to anyone else at short notice, while our overhead costs remain. 

To avoid incurring a penalty  (and so that we can try and allocate your cancelled appointment to another patient) we require cancellations/reschedulings to be made at least 2 working days before your appointment. 

• Failure to attend, or late cancellations/reschedulings which are made (2 business days) or less before a consultation/treatment will forfeit the deposit paid to secure an appointment or incur a $100 fee the first time without exception before you can book again. 
• If you have a history of  cancellations/rescheduling just outside the 2 business day window we may decline to reschedule again, charge a higher late fee of $250 and ask you to rebook when you are ready to resume treatment as it is often hard to fill extended time slots at short notice. 
• A history of persistent late cancellations, reschedulings and no-shows will result in your discharge from the clinic. 
• We allow a courtesy one time rescheduling opportunity outside of the 2-day window per appointment. 
• Any deposits and all pre-paid treatments are non-refundable in the case of non-attendance, change of mind and/or late cancellation/rescheduling within 2 business days prior to the appointment.

Skin Essentials reserves the right to refuse any further appointments for patients that cancel/reschedule or fail to attend 3 appointments per calendar year. 

Pre-paid Appointments & Deposits

Our online booking system requires a non refundable deposit for most appointment  types to secure a booking. These appointments can be rescheduled up to 2 business days prior to your appointment time without incurring penalty.

Please cancel the appointment yourself (link emailed to you on booking and in reminders) and contact us via email to reschedule outside of the late cancellation window. 

Deposits and pre-paid treatments are non-refundable in the case of non-attendance or cancellation/rescheduling within 2 business days prior to the appointment without exception. 

Late Arrival Policy

We value our patients’ time as much as we value our own and will always do our best to run to schedule. When you book an appointment, you are reserving our time to attend to your concerns. 

Please allow plenty of time for unexpected delays such as weather, traffic and parking so you are on time to your appointment. Please fill out all forms emailed to you prior to your appointment so as to maximise use of your allocated time in clinic for your concerns. Please attend without makeup so we don’t lose time removing it for accurate assessment and treatment. 

If you are late to an appointment, it may not be possible to complete your consultation or treatment in the remaining time and you may be required to reschedule. In this case, you will forfeit your deposit paid. 

We also understand that life isn’t perfect so if you are running late, please do let us know and we shall do our best to accommodate your late arrival.

Thank you for your understanding and cooperation.