THE SKIN NURSE.

Frequently Asked Questions

BOOKING POLICY

We encourage you to make multiple appointments in advance as our Registered Nurses are in high demand. Booking your appointments in advance ensures you can secure your preferred day & time.  When you make a booking, we reserve a Skin Nurse just for you. No-shows and last minute cancellations enormously disadvantage our business. They also mean that other clients cannot book those time slots with us. We employ the very best therapists and we invest a great deal in further educating them. Therefore we hope that you will appreciate our Booking Policy.

By making a booking, we assume you have read and consent to our booking policy.  All bookings are subject to our booking policy and require a minimum of a $100 booking fee as a form of security to secure your preferred day/time.  If you have a scheduled appointment, you will be sent an SMS reminder three days before your appointment. The reminder is a courtesy, and does not remove your responsibility for keeping appointments once you have made them.

BOOKING FEES

A booking fee is required for all scheduled appointments.  Your booking fee is redeemable against your appointment on the day or can be carried forward to further appointments. Booking fees are NON REFUNDABLE for change of mind.  Your booking fee will not be refunded under any circumstance once your appointment is scheduled. Booking fees are held on your clinic account and can be used against any future treatments.

We understand unforeseen circumstances happen and you may need to cancel an appointment. We ask that you give us a minimum of 48 hours notice so we can adjust our schedule to accommodate other clients.

• Cancellations must be made via email or phone call only.  Our social media channels are not checked regularly during business hours, therefore, any cancellations made via social media will not be honored.
• We cannot accept phone messages left on public holidays as sufficient notice. Please email hellotheskinnurse@gmail.com if you wish to reschedule your booking over a public holiday weekend.

Appointments cancelled or rescheduled without the minimum of 48 hours’ notice provided, will result in your booking fee or pre purchased treatment being fully redeemed against the scheduled appointment time.

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 treatment packages, prepaid treatments & memberships are non-refundable. 

– Treatments are non transferrable for product or other services. 

– Treatments must be used within the timeframe of the treatment plan (or as discussed with your therapist).

– Programme/Membership treatments are to be used as per your signed contract.

All sales are final. 

TERMINATION FEE

Any cancellations within 12 hours of your scheduled appointment time or if you do not show up to a confirmed appointment, you will be subject to a termination fee – a termination fee equates to the full amount of the scheduled treatment. After a ‘no show’ you will not be able to book an appointment unless the missed appointment is paid in full at time of re booking.  Clients on a Skin Programme or clients with a pre purchased treatment will have their treatment redeemed in full.

ILLNESS

If you are unwell with an infectious illness, please contact us ASAP to reschedule your appointment promptly.  Cancellations within 48 hours of a scheduled appointment will require a Drs certificate to move your appointment to another day. If we do not receive evidence of a Drs certificate, your booking fee will be redeemed or a termination fee applied (if cancellation is within 12 hours).

COVID 19

Covid cancellations within 12 hours of your scheduled appointment time, including – close contacts/ isolation/ tested positive, we will require a copy of your positive PCR result in order for your appointment to be moved to another day. Failure to provide us with evidence of a positive PCR test will result in a termination fee being applied. 

LATE ARRIVAL

We work by appointment only and each Registered Nurse has time allocated specifically to your appointment.  If you are more than 15 mins late, please let us know ASAP – your treatment may be altered or cancelled. If your appointment has to be changed or cancelled, you will still be liable for the full cost of the original appointment.  Our Skin Nurses are in high demand and unfortunately it impacts on our next client if you are any more than 15 minutes late.

CHILDREN

Due to the nature of our treatments, we are unable to have children on the premises for insurance purposes.  We reserve the right to cancel/reschedule an appointment in the event children are present and unsupervised in which case our booking policy will take effect.

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

The closet public parking to the clinic is His Majesty’s CPP, 377 Murray Street, Perth. This car park is a 2 minute walk to the clinic.
Hourly rate – $5.00 (Monday to Sunday)
3 Hours FREE Parking on Weekends.

Otherwise  – Wilson Atrium Car Park (entry via King Street)

Hourly rate – $7.00 (Monday to Friday) or $5.00 (Weekends)

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.