We strive to achieve excellence and give the very best service to each and every patient we see. We appreciate that your time is valuable and in order for our clinics to run smoothly and fairly, the following policies are in place:
Cancellation and Non-Attendance Policy
To avoid incurring a fee (and so that we can allocate your cancelled appointment to another patient) we require cancellations to be made 1 working day before your appointment.
- Failure to attend, or cancellations which are made 24 hours (1 working day) or less before a consultation/treatment incur a $50 fee, or the entire amount of your prepaid deposit if booked online.
- If you have a history of 3 or more non-attended appointments, then we will require you to either pre-pay your appointment or supply an additional upfront deposit of $100. On completion of the procedure, your $100 will be credited against your treatment fee.
- Deposits and all pre-paid treatments are non-refundable in the case of non-attendance or cancellation within 24hrs prior to the appointment.
SkinBox Clinics reserve the right to refuse any further appointments for patients that cancel or fail to attend 3 appointments.
Children & Plus Ones
As a medical clinic, our SkinBox Doctors and Therapists regularly perform treatments and procedures that require a high level of skill and concentration; it is for this reason that we ask that our patients do not bring any children under the age of 12 or plus ones with them to their appointments, unless it has been approved by your Practitioner.
Further to this, Practitioners regularly use high risk procedural instruments such as needles and scalpels that can only be used following strict health and safety procedures.
Children and extra people in the clinic rooms creates an unsafe clinical environment that our insurance policies do not allow for or cover should any incident occur as a result of, or whilst they are present.
If you are unable to find alternative childcare arrangements, we advise that you contact us to reschedule your appointment.
Pre-paid Appointments & Deposits
Our online booking system requires some treatment types with standard costs to be pre-paid in order to streamline your experience at the clinic. These appointments can be rescheduled up to 24hrs prior to the scheduled appointment time without incurring a fee. Please contact us directly if you need to change your appointment with less than 24hrs notice.
Deposits and pre-paid treatments are non-refundable in the case of non-attendance or cancellation within 24hrs prior to the appointment.
Late Arrival Policy
We value our patient’s time and will always do our best to run to schedule. 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.
Patients arriving 10 mins late: Can still have your appointment/treatment, however we will only be able to cater for as much as the appointment time booked allows. This will mean your appointment time will be shortened and therefore you may not receive the full treatment that you have booked & paid for.
Patients arriving over 10 mins late: Will need to have their appointment/treatment rescheduled. A $50 non-attendance fee is also applied.
However, we also understand that life isn’t perfect! If you are running late, please do let us know and we shall do our best to accommodate your late arrival.
MakeUp Policy
Facial make-up prevents us from being able to see your skin properly, and therefore in order to give you the best service possible we request that you come to your consultation appointment without makeup (moisturiser/sunscreen and mascara are ok).
Makeup is an infection risk and therefore has to be thoroughly removed for any of our facial treatments. Makeup remover is available at reception. Please ensure that you arrive with plenty of time to remove your makeup prior to the start of your appointment time. If our staff are required to remove your makeup, this will cut into the time you have scheduled for your appointment and therefore you may not receive the full treatment that has been booked and paid for, as per our Late Arrival Policy.
Complaints Policy
The team at SkinBox will endeavour to treat you respectfully at all times and will be very honest about what can and can’t be achieved.
It is very important to us that if you aren’t happy with something that occurs before, during or after your treatment, you are able to let us know what happened. We recommend doing this in a brief email, describing what happened and why you are upset. Here a response will be given to you as soon as possible and an appointment will be made in person if appropriate to discuss your concerns.
Complaints can also be made to HaDSCO, an independent Statutory Authority providing an impartial resolution service for complaints relating to health, disability and mental health services in Western Australia, or to AHPRA.
Please note that medical treatments and procedures carry no guarantee of results. Refunds are never offered as part of a complaint resolution and this is also noted on your consent forms.
Thank you for your cooperation.
