Terms of service

At Refine Skin, we understand that sometimes unexpected delays can occur, and changes to your appointment may need to be made. If you need to cancel your appointment, we respectfully request at least 24 hours notice.

When you book your appointment, you are holding space in our calendar that is no longer available to other clients. Appointments are in high demand with a Waitlist for each of our Therapists, and your advanced notice will allow another client access to that appointment time.

Refine Skin appointment reminders are currently sent via text message, 48 hours prior to your appointment allowing time for you to reschedule or cancel.

Appointment Cancellation

Any cancellation made within 24 hours of your appointment will result in a cancellation fee.

The amount of the fee will be equal to 50% of the services pre-booked. This fee will be added to your account and is payable at the time of your next appointment.

Appointment Re-schedule

We will always endeavour to re-schedule your appointments to a time that is convenient for you. All requests to re-schedule your appointment should be made with at least 24 hours notice to allow adequate time to fill the appointment.

If you request to re-schedule your appointment with less than 24 hours notice, a fee of $50 will apply.

Late Cancellations/No-shows

If you are more than 15 minutes late for your service, we may not be able to accommodate you. In this case, the same cancellation fee will apply.

We will do our very best to reschedule your service for another time that is convenient for you. 

A no-show will also result in a fee of 50% of the services pre-booked. This fee will be added to your account and is payable at the time of your next appointment.

How To Cancel Your Appointment

If you need to cancel your appointment, please call us on (02) 6056 3702 between the hours of 9:00am - 6:00pm, or respond to your reminder SMS with ‘no’.

If necessary, please leave a detailed voicemail message. Our team will return your call as soon as possible. Only once you have spoken with one of our team will your appointment be confirmed as re-scheduled or cancelled.

Fees apply if changes are made within 24 hours.

Appointment Reminders

You will receive a reminder text message 48 hours prior to your appointment.

At this time it is important you respond ‘Y’ to confirm your appointment, or ’N’ to cancel your appointment. Alternatively, you can contact the clinic via phone to re-schedule.

If we do not receive a response within 24 hours, this may result in your appointment being cancelled.

Please note, our reminder text messages are sent via our automated booking system, and will only recognise a ‘Y’ or 'N' reply. For all other correspondence, please call the clinic on (02) 6056 3702.

Arriving For Your Appointment

Clients must arrive 10-15 minutes early to all appointments to ensure that your appointment runs for the full duration of your scheduled booking time and the appropriate consent forms are filled out. If you are running late the clinic reserves the right to cut your treatment time to ensure that our therapist’s are not late for their following booking.

Client Responsibilities

Refine Skin has always been about you. A commitment to bring a level of skin care to our region that truly makes a difference.

A heightened focus on inclusivity, because no two skins are the same, and every Refine Skin client deserves to be respected as an individual.

To ensure we deliver on this every time, the following etiquette dos and don’ts are an integral part of delivering on the Refine Skin experience.

Be Timely

But if you're sick, keep your germs at home.

Refer to our Terms of Service for cancellation details.

Be Considerate

Don't show up sweaty from the gym or with fresh eyebrows/eyelashes (these beauties need to stay dry for 24 hours).

Please and thank you go a long way - rude, abusive behaviour will not be tolerated.

Be Honest

Speak up if you're not satisfied.

Or make sure to call us with any follow-up Qs if your skin has reacted at all, we’ll be sure to schedule an appointment to get you back in if it’s needed.

Be Appreciative

If you had a great experience, help out the business with Word of Mouth. And leave a good online review, so we can share the Refine Skin love.

Be Kind

Kindness is everything.

Importantly, we reserve the right to remove you from the premises and ask you to leave if the above client responsibilities cannot be met.

Unfortunately, this will mean we no longer hold space for you at Refine Skin.

Payment Policy