Booking, cancellation & refund policy

 

Derm Haus is a Brisbane-based medical aesthetics clinic. We're committed to delivering exceptional care and results in a welcoming environment. To protect appointment availability for all of our clients and to ensure our team can continue to provide the standard of care we pride ourselves on, the following policies apply to all bookings made with us.

 

Deposits

Most appointment types require a non-refundable deposit to be paid in order to secure your booking. The deposit amount will be credited towards your treatment.

When booking a Skin Consultation or Medical Aesthetics Consultation we take a non-refundable deposit. Skin Consultation deposits can be used for any skincare products purchased on the day. Medical Aesthetics Consultation deposits can be used for any treatments carried out on the day. If you decide not to proceed with a treatment or product, the deposit is charged as a ‘Consultation Fee’ to cover the time our clinicians spend providing comprehensive, expert advice during your consultation.

Deposits expire after 12 months from the date of payment. 

Cancellations & fees

We require a minimum of 48 hours notice to reschedule your appointment and for cancellations, to allow time to reallocate your appointment to another client.

Cancelling or rescheduling within 48 hours of your appointment or failing to attend your appointment, will result in the following:

  • Appointments of 30 minutes or less: Your deposit will be forfeited. A new deposit will need to be paid to secure your future booking.

  • Appointments over 30 minutes: Your deposit will be forfeited and a $100 no-show fee will be charged to your card on file. A new deposit will be required to secure any future booking. We require a credit card to be held on your file to secure appointments of this length. 

We require a credit card to be added to your file to secure your appointment.

Late arrivals: If you anticipate being late, please notify us as soon as possible. Arriving more than 5 minutes past your scheduled time may result in forfeiture of your deposit and cancellation of your treatment for that day. This policy helps our clinicians maintain their schedules and respects the time of all clients.

Prepaid treatments and gift voucher appointments: Cancellations made within 48 hours of your appointment or failure to attend your appointment will result in one treatment credit  being forfeited from your package or gift voucher. 

We understand that extenuating circumstances may arise and we do assess these on a case-by-case basis. Any discretionary waivers are at the discretion of Derm Haus management. 

Changing your appointment

When you make a booking, you’ll receive a confirmation email with the booking details and a link where you can change your appointment date/time and cancel your appointment. Alternatively, you can contact us via phone or email.

To amend or cancel your appointment online: 

  • Locate your booking confirmation email

  • At the bottom of the email click the button that says ‘View or change my appointment’

  • Here you can make changes to your appointment or cancel it. 

Appointment reminders & confirmations

When you book an appointment at Derm Haus you’ll receive a confirmation email to your nominated email account within 30 minutes of making the appointment. You’ll then receive a series of emails and SMS reminders the week leading up to your appointment.

Refunds 

Retail products: Please choose retail products carefully as we do not offer refunds for change of mind. Refunds for retail products are only provided where there is a fault with the product, in accordance with Australian Consumer Law.

Packages, pre-paid treatments and gift vouchers: Packages, pre-paid treatments and gift vouchers are non-transferable and non-refundable. Gift vouchers expire three years from the date of purchase in accordance with Australian Consumer Law. Package credits may not be transferred to another person or exchanged for cash.

Treatments: Cosmetic, medical aesthetic, and skin treatments involve inherent risks and results vary between individuals. We do not guarantee specific outcomes. All risks and realistic expectations are discussed with patients prior to treatment as part of our informed consent process. Fees paid for treatments are non-refundable.