Policies
The Dermal Haus – Client Policy Agreement
By booking an appointment with The Dermal Haus, you acknowledge and agree to the following terms and conditions. These policies are designed to ensure fairness, clinical safety, and the smooth operation of our practice. All policies are in accordance with Australian Consumer Law (ACL).
1. Booking & Deposit Policy
- A non-refundable $50 deposit is required to secure all new client appointments.
- This deposit is credited toward your total treatment cost on the day of service.
- If you cancel or reschedule within 48 hours of your appointment, your deposit will be forfeited.
- Multiple late cancellations or reschedules may result in a requirement to prepay in full or refusal of future bookings.
2. No-Show & Double Service Cancellation Policy
No-Show: Failure to attend your scheduled appointment without notice is considered a no-show.
- Your $50 deposit will be retained, and
- You will be required to pay the remaining balance of the full treatment fee before rebooking.
(Example: If your treatment was $150, you will owe $100 before rescheduling.) -
Double Service Cancellations:
If you book multiple services and cancel part of your booking on the day, 100% of the original appointment fee will be charged. This is considered a partial no-show, as reserved time cannot be rebooked last-minute. The deposit will be applied to this total.
3. Late Arrival Policy
Clients arriving 15 minutes or more late without prior contact will have their appointment automatically cancelled, and the deposit will be forfeited.
Depending on the schedule, treatments may be shortened or rescheduled at the discretion of staff. Repeated late arrivals may result in refusal of service.
4. Payment Policy
- Full payment is required at the time of your appointment.
- We accept EFTPOS, major credit/debit cards, and cash.
- No post-treatment “Pay Later” options (e.g. Afterpay, Zip) are currently available unless stated in writing.
- Unpaid invoices beyond 14 business days may be referred to collections.
5. Refund & Exchange Policy
No refunds are provided for services rendered under any circumstances.
Product exchanges may be considered in cases of documented skin reactions, following an in-clinic review.
Gift vouchers and promotions are non-refundable and non-transferable.
6. Consultation & Treatment Policy
All new clients must undergo a consultation prior to treatment.
Individual results may vary based on skin type, condition, and compliance with home care.
The Dermal Haus does not guarantee specific outcomes.
Clients must disclose all medical conditions, medications, allergies, or recent procedures. Failure to do so may result in refusal of treatment or adverse outcomes.
7. Patch Test Policy
A mandatory patch test is required 24–48 hours before all laser, peel, and high-potency treatments (or new product use).
Refusal or failure to complete this patch test will result in cancellation of the appointment without refund.
8. Aftercare Compliance Policy
All clients must follow provided aftercare instructions to support safe healing and optimal results.
The Dermal Haus accepts no liability for complications arising from client non-compliance.
Failure to follow aftercare protocols may void any eligibility for re-treatment or product exchange.
9. Age & Consent Policy
Clients under 18 must have signed consent from a parent or legal guardian to receive treatment.
Some treatments may be unsuitable for minors, and The Dermal Haus reserves the right to refuse service based on clinical judgment.
10. No Children Policy
Children are not permitted in the clinic under any circumstances.
As we operate laser equipment, clinical devices, and sharps, our treatment environment is not safe for children.
Arriving with a child will result in appointment cancellation and forfeiture of the deposit.
11. Hygiene & Contraindications Policy
Clients must arrive with clean skin, free from makeup, SPF, or heavy skincare.
A $10 cleansing fee applies if we need to remove makeup before your treatment.
Treatments will not be performed on clients with active cold sores, infections, or medical contraindications. Please notify us in advance of any health changes.
12. Behaviour & Conduct Policy
The Dermal Haus enforces a zero-tolerance policy for any form of aggression, rudeness, or harassment towards staff or other clients.
Any breach will result in immediate termination of the appointment and potential permanent banning from the clinic.
13. Social Media & Photography Consent
Before and after photos may be taken to monitor your progress.
We will always request written consent before using your photos for marketing, social media, or website content.
You may withdraw consent for image usage at any time by contacting us in writing.
14. Legal & Consumer Rights Disclaimer
These policies are designed in alignment with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
We aim to provide fair, transparent, and professional services. If you have a concern or complaint, you may contact us directly, or refer to your rights under the ACCC guidelines.
Acknowledgement of Policies
By booking with The Dermal Haus, you confirm that you:
• Have read and understood the above policies
• Agree to comply with all terms and conditions
• Accept that breach of these policies may result in service refusal, fees, or client dismissal