THE SKIN NURSE.

Frequently Asked Questions

BOOKING POLICY

By making a booking with The Skin Nurse, you acknowledge that you have read, understood, and agree to the following Booking Policy.

We encourage clients to schedule appointments in advance to secure their preferred day and time. When an appointment is booked, a Registered Nurse and treatment time are reserved exclusively for you. Late cancellations and non-attendance significantly impact clinic operations, staff wages, and availability for other clients.

BOOKING FEES & CARD ON FILE

All appointments require a valid credit card on file to secure your booking.

A $200 booking fee will be charged and held on your account as a security deposit. This fee is:
• Redeemable against your treatment on the day, or
• Able to be carried forward to a future appointment (subject to policy timeframes)

Booking fees are strictly non-refundable under any circumstances, including change of mind.

By providing your card details, you authorise The Skin Nurse to charge applicable fees in accordance with this policy.

APPOINTMENT CONFIRMATION

All appointments must be confirmed at least 48 hours prior to the scheduled time.
• If an appointment is not confirmed, it will be cancelled and released to our waiting list
• SMS reminders are sent 3 days prior to your appointment as a courtesy only and do not remove your responsibility to manage your scheduled appointment.

LATE ARRIVAL

If you are more than 15 minutes late, your appointment may be shortened or cancelled.
• Full treatment fees still apply
• This ensures minimal disruption to other clients and clinic operations

CANCELLATIONS & RESCHEDULING

We require a minimum of 48 hours’ notice for any cancellation or rescheduling.
• Less than 48 hours’ notice:
→ $200 booking fee will be charged/redeemed
• Less than 12 hours’ notice or failure to attend (no-show):
→ 100% of the scheduled treatment cost will be charged to your card on file

Cancellations must be made via phone or email only. We do not accept cancellations via social media.

Public holidays: email notice is required – hellotheskinnurse@gmail.com. Voicemail is not accepted as sufficient notice during public holiday weekends as the clinic is closed.

ILLNESS POLICY

If you are unwell, please notify us as soon as possible.
• Cancellations within 48 hours require a valid medical certificate to waive fees
• Without appropriate documentation, standard cancellation fees will apply

NON-ATTENDANCE & OUTSTANDING FEES

Following a no-show or late cancellation:
• Outstanding fees must be paid in full before any future bookings can be made
• The clinic reserves the right to refuse future bookings for repeated breaches

CLINIC RIGHTS

The Skin Nurse reserves the right to:
• Cancel or reschedule appointments where required
• Enforce all fees in accordance with this policy
• Refuse service for repeated non-compliance

PRE-PAID PACKAGES AND PROGRAMMES

To deliver the best level of patient care and efficiency regarding packages and series offerings, we strive for transparency and for clear expectations to be set with the policies below:

• All purchases are final and non-refundable
• Treatments are non-transferable to other services or products
• Treatments must be used within the prescribed timeframe
• Memberships and programmes are governed by their individual agreements

COSMETIC PRESCRIPTION CONSULTATIONS

A booking fee applies to all consultations.

This fee:
• Covers the clinician’s time and expertise
• Is redeemable toward treatment on the day

If you choose not to proceed, the fee remains payable as a consultation service.

CHILDREN IN CLINIC

Due to insurance and safety requirements, children are not permitted in the clinic.

If children are present and unsupervised, your appointment may be cancelled and the booking policy will apply.

REFUND POLICY

• Product refunds and exchanges are not applicable for change of mind.
• Allergic reactions to products will require proof in the form of photographs and assessment in person by our Registered Nurses. It is at the discretion of the product manufacturer whether they will refund or replace a product that may have caused an allergic reaction.

PARKING

We have FREE Onsite parking available for 10 cars.  Please enter off Fitzgerald Street and drive to the rear of the property.  Easy access bays are available at the front of the property with side ramp access.  Should parking not be available onsite, there is parking available on nearby Angove Street or Menzies Street or 1 hour free parking at The Rosemont Hotel carpark.

I’VE NEVER HAD A SKIN TREATMENT BEFORE…WHAT SHOULD I BOOK FOR?

We recommend all new clients to our clinic book in for a Skin Health Assessment so we can do a full holistic analysis on your skin. Many of our Treatments are corrective in nature and your skin will need to be prepped with active skincare prior to being a suitable candidate for these treatments.

Please bring any skincare with you that you are using (or take pictures). We can then go through a customised homecare plan specific to your needs and prescribe any missing skincare you may require.

Allow 45 minutes for your initial appointment with us so we have time to answer any questions you may have. Your Skin Health Assessment also includes an enzyme activation treatment which does not generally cause downtime. We can apply medical makeup after your appointment should you need to go back to work after your appointment.

I’M PREGNANT…CAN I STILL HAVE A SKIN TREATMENT?

Firstly, Congratulations! We treat many clients on their pregnancy journey. There will be some treatments we cannot carry out.  However, in most instances we can adapt the treatment for you.  Please let your Skin Nurse or Body Specialist know prior to treatment.  Don’t worry this will be kept in strictest of confidence.

Similarly, if you are a current client on a prescribed homecare regimen and find out you are pregnant, please call us so we can guide you through what to use.  Most times you can continue to use all the same skincare products but please just check with us.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept EFTPOS, Cash, AFTERPAY, ZIPPAY in clinic. We also offer Aglow direct debit payment options for our programmes and bespoke memberships.  All payments are required on the day of treatment.