Terms and Conditions
eCONFIRMATION OF APPOINTMENT
We will send you an appointment confirmation via email on the day of your booking. An SMS confirmation will also be sent 48 hours prior to your appointment.
We ask that you respond to this SMS once you receive it by replying Yes or No. We do make every attempt to confirm your appointment prior to the day of appointment.
RESERVATION FEE POLICY
Booking Fees
For all appointments at Naturaliste Skin Clinic, we require credit card details or booking fee to secure an appointment. Additionally, a booking fee is required when booking into one of our visiting clinics.
Credit card details provided are only charged in the case of a late cancellation (24 Hours or less) or no-show to an appointment. The charge will be the applicable Naturaliste Skin Clinic cancellation fee (see below).
Certain treatments will require a booking fee which is taken at the time of booking, held in our system and used as credit on the appointment. In the case of a late cancellation or no-show to an appointment this booking fee is forfeited and charged as a cancellation fee.
$50 – Visiting Clinics Booking
$75 – Professional Skin Consultation
$75 – Aesthetic Consultation
Naturaliste Skin Clinic Cancellation & No Show Policy
Every person’s time is valuable, and we will do our utmost best to respect our client’s valuable time. Therefore, due to our commitment to providing the best possible experience for our clients, we ask that you provide us with at least 24 hours notice to reschedule or cancel appointments.
Credit Card details will be requested at time of booking, should you cancel or not show up to your appointment a fee of $75 will be deducted from your credit card.
VIP’s and clients with Packages will still be required to provide credit card details, should you cancel within the 24 hours your card will be charged $75, should you not show up to your appointment your treatment will be deducted from your membership/package.
We understand that emergencies, illness and work difficulties happen but we please ask our clients to inform us if this is the case and to cancel an appointment at the earliest possible time. These conditions are at the discretion of management and exemptions may apply.
REPEATED RESCHEDULING
Our cancellation policy is in place for all of our clients. On occasion, a client may need to reschedule their appointment, which we understand. However, if a client is consistent in rescheduling their appointment (more than 5 times) without actually attending an appointment at Naturaliste Skin Clinic, then the client will need to pay a non-refundable deposit of $150 prior to any future bookings. The new booking will not be able to be canceled or moved.
REFUND POLICY
Naturaliste Skin Clinic has a ‘no refund’ policy on purchases of goods or services if you change your mind. Furthermore, our ‘no refund’ policy applies to medical procedures (including injectables) and dermal treatments and procedures.
Please note that our treatments, services and packages are not transferable to other individuals and they cannot be swapped for other treatments or services. Furthermore, reservation fees typically are non-refundable but can remain on the system as a credit.
Refunds can be provided for retail items if remaining in their original packaging and unused.
PAYMENTS
Payment is required on the day of the appointment normally after the treatment has been provided. For higher-cost treatments, payment may be required before the treatment is performed.
Please note that Naturaliste Skin Clinic gift cards are redeemable on in-clinic purchases only. Gift certificates cannot be used to purchase items through the online store.
SPECIALS, DISCOUNTS AND PRICING
Due to laws affecting advertising of therapeutic goods and services we cannot name specific ingredients, brand names or products in our advertising.
All products and ingredients as well as the risks, side effects, advantages and results of each treatment, as well as alternative options will be discussed in your consultation and a decision made accordingly.
We attempt to keep our pricing up to date regularly, however, please note that it is a guide only to give clients an indication as to expected costs.
All quotes will be provided upon consultation and after skin and facial analysis with recommendations provided by our practitioners.
All specials and discounts have specific terms and conditions which will be stated on the particular special page.
While we endeavor to keep our specials and discounts consistent, all offers are subject to change without notice.
Specials and discounts may not be suitable for particular clients as each individual has specific skin concerns. Suitability for any special or discounted treatment will be discussed in depth during consultation. Treatments are performed at the discretion of the practitioner.
All packages purchased have a 12-month expiry from the date of purchase.
All gift certificates have a 3-year expiry from the date of purchase.
All packages purchased have a 12-month expiry from the date of purchase and are non-refundable.
MINORS, CHILDREN & FRIENDS
Naturaliste Skin Clinic is a procedural medical clinic, we ask that you do not bring any children to your appointments. It is unsafe to have children in a procedural medical environment and our insurance does not allow it.
It is the responsibility of the client to supervise any children/minors, if however they have come in. Naturaliste Skin Clinic can not take any responsibility should anything happen to an unsupervised child. If you do bring a child to your appointment, you may be asked to reschedule the appointment and a fee may apply.
Please be aware that it is the policy of Naturaliste Skin Clinic that we do not typically allow family and friends into the consultation and procedural rooms of the clinic. As we are a procedural medical clinic, only the client is allowed into the treatment room (unless cleared by the treating practitioner) to ensure they receive the best treatment possible.
UNDER 18 YEARS OLD
We do not treat clients for cosmetic injectables who are under the age of 18 years of age, even with parental consent, unless a full consultation with our prescribing Doctor has been performed prior to the appointment and it is for non-cosmetic purposes.
We do treat clients under 18 years of age for dermal therapy-based treatments for treating conditions such as acne, congestion, scarring etc. with parental consent.
PETS
Naturaliste Skin Clinic is a procedural medical clinic, we ask that you not bring any pets into the clinic. We also ask that you do not tie any pets up outside the clinic doors as it is a busy car park, and they are at risk left unsupervised. Guide dogs are the exception to this rule.
E-COMMERCE TERMS OF SERVICE
Returns
Naturaliste Skin Clinic does not offer refunds, exchanges or returns for purchases of goods for change of mind.
Should you receive a faulty or damaged product, we will reimburse you or provide a replacement, as per Australian Consumer Law. If you receive a damaged or faulty product, please notify us via email at [email protected] within seven days of receiving your order with a detailed description of the issue and supporting photographs.
Should you have a problem or question regarding the use of a product, please contact us and we will be happy to advise you.
Returns
Naturaliste Skin Clinic gift certificates are not redeemable on the online store. They can be used for the purchase of products and services in the clinic.
Shipping
Naturaliste Skin Clinic does not currently offer international shipping.
We endeavour to ship all orders within three business days. Your order will arrive via Australia Post. Please note that Naturaliste Skin Clinic is not responsible for any delays in shipping time.
All items purchased from Naturaliste Skin Clinic are made pursuant to a shipment contract. This means that the risk of loss for such items pass to you upon our delivery to Australia Post.
Naturaliste Skin Clinic Retail Terms of Service
By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
If you are uncertain about any of the terms of the agreement, please contact Naturaliste Skin Clinic before completing any purchase.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
SECTION 1 – ONLINE STORE TERMS
Through the e-commerce section of our website, you can browse, select and purchase skin care products from Naturaliste Skin Clinic. You may do this by creating an account or checking out as a guest.
Regardless of whether you create an account or check out as a guest, you warrant that all details you provide to us are accurate and correct at the time of ordering, and that you accept the responsibility that the fulfillment of your order is predicated on the information that you have provided to us.
If you choose to create an account with us, you are responsible for maintaining the confidentiality of your account information and account passwords.
SECTION 2 – MODIFICATIONS TO PRODUCTS AND PRICES
Prices for our products are subject to change without notice. We reserve the right at any time to modify prices or discontinue products without notice at any time. Naturaliste Skin Clinic endeavors to provide accurate stock availability, however as our stock numbers vary, the availability is only valid at the time shown.
SECTION 3 – PROMOTIONAL CODES
We may offer promotional discount codes which may apply to certain purchases made through the Naturaliste Skin Clinic website. Promotional codes are valid for a specific time and cannot be used cumulatively or in conjunction with other offers. Promotional codes have a limit of one use and one user, and cannot be used for purchases made in-clinic.
SECTION 4- PRODUCT INFORMATION
Information and advice within the Naturaliste Skin Clinic website is general and is not intended to represent or replace professional advice.
SECTION 5 – ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
SECTION 6 – PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.
SECTION 7 – ERRORS, INACCURACIES AND OMISSIONS
Although we endeavour to keep all information up-to-date and accurate, there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the product or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law.
SECTION 8 – INDEMNIFICATION
You agree to indemnify, defend and hold harmless Naturaliste Skin Clinic our subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 9 – SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 10 – GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australia.
SECTION 11 – CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 12 – CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at [email protected]
PACKAGES
Packages are redeemable at all Naturaliste Skin Clinic’s locations unless otherwise specified.
Treatment packages are not able to be split between more than one person or transferred to another service.
Treatments/services and service packages are not transferable to other individuals. All packages are nonrefundable.
Naturaliste Skin Clinic medical practitioners and technicians reserve the right to determine suitable treatment for the client and to refuse treatment for the client if deemed not suitable. This decision is to be made by the Naturaliste Skin Clinic medical practitioner and/or technician at their absolute discretion.
All standard Dermal Packages will include a series of treatments and are valid for 12 months from purchase, which are not extendable and commence from the date of purchase.
We require at least 48 hours notice for any appointment cancellation.
Failure to attend an appointment or notify the clinic of a cancellation within 48 hours of your appointment will result in the forfeit of the prepaid package fee of that appointment.
Whilst every attempt is made, we cannot guarantee the same therapist for all treatments. In the event of the treatment not being suitable for the client once a package has been purchased, it will be at the discretion of the practitioner to suggest another treatment
Naturaliste Skin Clinic Complaints Policy
At Naturaliste Skin Clinic, we aim to provide the highest standards of care and service. To achieve this, we strongly encourage both positive and negative feedback as it provides us with the opportunity to improve on our service and your results. We are dedicated to continually improving our processes and procedures.
If you are dissatisfied with any aspect of your experience with us, we encourage you to follow the procedures outlined in our Complaints Policy below:
1: Speak to treating Therapist/Registered Nurse
If you are unhappy with any aspect of our service or your treatment, we ask that you contact the clinic immediately and either ask to speak with your treating staff directly, or book in to see them and discuss your concerns at a complimentary review appointment. They will listen, understand, and strive to resolve your complaint at the first point of contact. If for any reason you are unwilling to see the treating practitioner, we can book you in with any other staff member who will do the same.
2: Contact the Clinic Manager
If your complaint is not resolved to your satisfaction, or if you feel uncomfortable discussing the issue with the staff directly involved, please contact the Clinic Manager, Rhianna:
Email: [email protected]
Phone: 08 9751 3066
Please provide as much detail as possible about your complaint, including the nature of the problem, the staff involved, the date and time of the incident, and how you would like the issue resolved. The Clinic Manager will investigate your complaint and aim to provide a resolution within a defined timeframe.
3: Contact the Clinic Medical Director
If the Clinic Manager is unable to resolve your complaint, you can escalate it to the Naturaliste Skin Clinic Medical Director. Please write a formal letter detailing your complaint and send it to:
Clinic Medical Director
Naturaliste Skin Clinic
1/12 Prince Street BUSSELTON WA 6280
Or Via email on [email protected]
Please note – no matter what location you were seen at, the Medical Director will receive all letters and emails to the above addresses.
The Clinic Medical Director will review your complaint, conduct further investigations as necessary, and provide a formal written response. We will ensure that your complaint is resolved with appropriate patient care.
4: Lodge a Complaint with AHPRA
If your complaint is still not resolved to your satisfaction after all internal avenues have been exhausted, you have the right to lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA). AHPRA oversees the practice of health practitioners in Australia and ensures they meet the standards set by their respective professional boards.
You can lodge a complaint with AHPRA via:
Online: https://www.ahpra.gov.au/Notifications/Concerned-about-a-health-practitioner.aspx
Mail: AHPRA, GPO Box 9958, Perth, WA, 6000
Please note that AHPRA may require proof that you have attempted to resolve your complaint with us directly before they will investigate.