Clinic policies

1. Cancellation & rescheduling timeframes

To avoid penalties, clients must cancel or reschedule appointments within the following windows:

• 24 hours or more before the appointment: No charge. Rescheduling is free and can be done via phone ( 0493 713 518) or our booking portal.

2. Late arrivals

• We allow a 10-minute grace period for late arrivals. If you arrive more than 10 minutes late, we may need to shorten your service (no price adjustment) or reschedule your appointment.
• Please call ahead if you anticipate being late; we will do our best to accommodate you.

3. Policy enforcement

Repeat no-shows or cancellations/reschedules within 24 hours (3 or more within 6 months) will require a $50 deposit for future appointments.

1. Eligibility for refunds

To qualify for a refund, all of the following conditions must be met:

• The request is submitted within 14 days of purchase.
• The product is in unused, unopened, and resalable condition (original packaging, seals, and labels intact; no damage to boxes or bottles).
• You provide a valid proof of purchase (order confirmation email, receipt, or order number).
• Products are not marked as "final sale" or "non-refundable" at the time of purchase.

2. Refund exceptions

No refunds will be issued if:

• The product was opened, used, or tampered with (e.g. broken seals, missing components, used product residue).
• The request is made after 14 days of purchase.
• The product was damaged due to improper storage, handling, or misuse (e.g. exposure to extreme temperatures, contamination).
• The issue is a "change of mind" (e.g. dislike of scent, texture, or personal preference) for opened products.

In rare instances, customers may experience sensitivity or an adverse reaction to a product. If this happens, please discontinue use immediately and contact us via SMS on 0493 713 518 so we can assist you promptly. To be eligible for a refund, the product must be returned with at least 80% of its contents remaining. We also require proof of purchase and evidence of the reaction—such as a clear photo—to support your claim.

3. Defective, damaged, or incorrect products

If you receive a product that is defective (e.g. broken pump, leaking bottle, expired formula) or incorrect (e.g. wrong product, wrong shade), please contact us within 7 days with photos of the product, packaging, and proof of purchase. We will replace the product.

4. Contact us

For questions about refunds, email hydraskinspabeauty@gmail.com or SMS 0493 713 518 (Mon–Fri, 9:00 AM–7:00 PM).

1. Membership Credit & Expiry

Each membership tier has its own validity period, specified at the time of purchase. Prepaid credit does not disappear at expiry — any remaining balance stays on the account and can still be used.

2. Discounts & Benefits Apply Only While Active

Tier discounts and added benefits (e.g. birthday treatments, loyalty perks) are only valid during the membership's active period.

Once a tier expires:

• The percentage discount no longer applies
• Other tier benefits no longer apply
• Remaining credit can still be spent, but at full price

3. Post-Expiry Treatment Deduction

All service treatments booked using expired-tier credit are charged and deducted at full price — no member discount is applied.

4. Scope of Membership Discounts

Membership discounts apply only to services and treatment packages booked using credit. They are a treatment-credit benefit, not a store-wide discount.

5. Skincare (Retail) Products

Retail skincare products are paid for separately and are not purchased using membership credit.

• While a membership is active, the tier's retail discount (if any) is applied at the time of purchase.
• Once the membership has expired, retail purchases are charged at full price — the retail discount ends along with the treatment discount.