Overview
Your appointments and well-being are very important to us. We operate with an appointment booking and reminder system to ensure we roster our staff to be available to provide you with a service at the time of your scheduled appointment.
When you book your appointment, you are holding a space on our calendar that is no longer available to our other clients. Consequently, if a client doesn’t attend at an appointed time or cancels at very short notice, the Clinic is unable to book in other paying clients and incurs a financial loss. Such losses could accumulate and either place the business under financial pressure or would require higher fees being charged to all clients to cover such eventuation’s. Rather than charge more to our clients who attend on time, we have this cancellation policy.
We do, however, understand that sometimes unexpected delays can occur. We will always endeavour to reschedule upcoming appointments. If you need to cancel your appointment, we respectfully ask that you provide us with at least 48 hours’ notice as this will ensure you avoid incurring a cancellation fee.
Our Policy
1. Late Cancellation
Any appointment cancellation or reschedule made less than 48 hours but more than 24 hours before the scheduled appointment will result in a cancellation fee of $50 per each hour of a scheduled appointment. For instance, if your booking is for 1.5 hours, this would result in a $75 late cancellation fee.
Any appointment cancellation or reschedule sought within 24 hours of the scheduled appointment will result in a cancellation fee equal to 50% of the cost that would have been incurred for the scheduled appointment. For instance, if your session would have cost $160, then the cancellation fee will be $80.
2. Late Arrival for Appointment
It is the responsibility of our clients to attend at their scheduled appointment time, as it is our responsibility to have our Electrologist ready to treat you at that time. We recommend that our clients arrive at our Clinic 5 minutes before a scheduled appointment to ensure their treatment booking can be fully delivered.
The fee for service delivery commences from the scheduled appointment start-time. In circumstances where clients do not arrive until sometime after the start-time they will be charged the full fee for their appointed time but will only be able to receive treatment for the remaining time available. At our discretion, and where we have an available Electrologist who does not have an immediate follow-on client, we may be able to provide some follow-on catch-up treatment time, at no extra charge.
Please note: In the case of child clients (under 18 years of age) both the child and their parent/guardian must be present at the beginning of the scheduled appointment for it to go ahead on time. For child safety reasons we do not permit children to be in treatment without their parent or guardian always present.
3. Client fails to attend appointment – No-Show
In circumstances where clients have not cancelled their scheduled appointment and simply fail to attend their appointment at all during the allocated booking time, they will incur a fee obligation equal to 100% of the fee they would have been charged for their scheduled treatment.
Should this occur on two occasions, clients will be required to pre-pay any subsequent electrolysis treatment appointments they seek to book.
4. Payment of late cancellation, no-show, or late arrival fees
By making an appointment to receive a Permanence Electrolysis treatment you are agreeing to our terms and conditions outlined herein. In circumstances where a deposit has been paid (we generally require a 50% deposit a time of booking for treatment sessions scheduled for one hour or longer) this can be used towards the payment of an incurred cancellation or no-show fee. Otherwise, late arrivals will be required to pay for the full booking time at the completion of their treatment session.
Where a client has prepaid for a treatment package, their treatment package fee will be unchanged but this will mean they have forfeited treatment time equivalent to the cost amount of their late cancellation or no-show fee. In such cases, additional paid treatment time may be necessary to fully complete the treatment they had planned to receive.
5. Covid-19 requirements.
As stated elsewhere on our website clients must comply with any Covid-19 isolation rules required by the NSW government. Firstly, please contact our Clinic receptionist to inform them of any such advice you have received without delay.
If you are required to self-isolate for any prescribed period, you must comply with that rule and not attend for appointment until that period has been completed.
If the advice was to monitor for symptoms, then you can still attend your appointment unless you develop symptoms in the meantime in which case you will need to get tested and await a negative result before attending our Clinic.
If you are at all unsure, please contact and discuss your situation before coming in for treatment and do so without delay.
The client appointment cancellation policy (outlined above) will still apply, although Permanence Management reserves the right to waive part or all of a late cancellation fee where it can be demonstrated that compliance with Covid requirements was the cause.
6. Refunds Policy
We don’t refund for change of mind; however, we may use our discretion if we believe the treatments purchased by you, cannot be provided to you.
Any refund requests for treatments already purchased by you (such as treatment package sessions) but not yet received by you must be made in writing and forwarded to us for our consideration.
Permanence management will consider all such written requests in a timely way and advice you whether a refund is approved or not.
7. Appointment’s reminder system
Each client’s Permanence appointment booking/s is confirmed by us at the time of scheduling appointments. It is the responsibility of clients to attend their scheduled Permanence appointments at the scheduled date and time.
As a courtesy to assist our clients Permanence uses an automated third-party appointment reminder service. However, you must not rely on these courtesy reminders as we cannot guarantee delivery of notifications to customer mobile phone or emails.
Please note that any failure to receive a courtesy reminder message is not a valid reason for late cancellation or failure to attend any scheduled appointment on time.