Things you should know when booking your Appointment

Missed Appointments and Cancellation Policy:

As we strive to accommodate every single one of our patients, The Good Skin Guru maintains a strict cancellation and no-show policy.

Punctuality

On the day of your appointment, we must ask that you arrive on time for your scheduled time. Any late arrivals will result in a shorter appointment (and in some cases if a 10 minute period has been exceeded we may need to reschedule your appointment and) and time-lost will not be re-imbursed as it would affect the Clinic’s operating hours.

Cancellations

At our Clinic, we are dedicated to delivering the highest quality and the most efficient services to our patients.

We fully understand that cancellations may occur, and in circumstances beyond your or our control we may need to reschedule your existing appointment with no additional charge.

However, if an appointment is missed or cancelled with less than 48 hours’ notice, we are not able to offer this appointment to other patients.

We require 48hrs notice for all cancellations

If 48 hrs notice is given, your treatment deposit will be held as credit on your account to be used for your next treatment

However, if on a course of treatment, you stand the risk of having a treatment being deducted from your course

We attempt to be available during the times our patients require. At our clinic, we recognise that unanticipated events occur. However, out of respect for both our practitioners and our patients who are trying to rearrange their busy schedules, we try to encourage our patients not to cancel appointments last minute or not arrive for scheduled appointment.

All patients when booking an appointment will be informed of our cancellation policy. It is important that everyone is aware of their rights to cancel.

In order to ensure a smooth running of the service it is important that notice is given for any cancelled appointments to ensure that the time can be offered to those waiting.

All cancellations have to be made 2 working days ahead of the appointment to avoid 100% cancellation charge. If you do not provide us with the appropriate notice, it will result in the loss of the original deposit, with an additional deposit required for scheduling a new appointment.

Patients who have pre- purchased courses of treatments will forfeit one of the treatments.

If you do need to change your appointment, please advise us as early as possible. For any rescheduled bookings, all consultation fees must be redeemed within 6 months of initial booking.

All patients may cancel or reschedule an appointment without charge prior to 48 hours in advance.

Missed Appointments

Out of consideration and respect of our practitioners’ time, if a patient does not show up for a scheduled appointment and does not provide any type of advanced notice, the patient will be charged the full price of the scheduled visit, or stand to forfeit a treatment form their course where applicable.

If a patient does not arrive for an appointment the team will attempt to contact the patient to ensure that there is no emergency. Once contact has been made the reason for none attendance will be documented in the patient notes and where applicable a future appointment will be made.

Refund Policy

Any purchased products, services, or packages either used or unused will not be accepted as a return or be eligible for a refund.

If the product you purchased is damaged, there is a 14-day period from the time of your purchase that it may be exchanged. Products may also be exchanged if they are unused and unopened in the original packaging within 14 days after purchase.

Gift Cards and Promotions

Gift cards are valid for 12 months. A physical gift card must be presented at the time of payment in order to be redeemed.

Promotions will be limited to specific expiration dates

Customer Complaints Policy and Escalation Policy

The Good Skin Guru strive to provide high quality services that are safe and effective, should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied.

We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver. We pledge to treat all complaints and concerns about the service provided with the utmost priority

How can a complaint be made?

By telephone or in person and made verbally.

In writing either by email or by letter. This should be addressed to the manager.

The complaint will be kept on file and maintained to include all details of the investigation and outcome by the manager.

Stage 1 – Local Resolution

Complaints of a non-medical nature will be handled and resolved in their entirety by the Clinic Director.

In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team. The objective of this is to provide an explanation or a solution to your concerns.

Our aim is to provide you with a full written response within 14 working days or where this is not possible, an explanation as to the cause of the delay.

Stage 2 – Independent Review

If you are dissatisfied, you have the option to escalate your complaint to the Independent Complaints Service. Complaints to the Independent Complaints Service should be in writing within 6 months of the final response letter at stage1.

Loyalty Cards

Terms and Conditions for Loyalty Card Scheme

1. Eligibility

1.1 The loyalty card scheme is open to all customers who receive treatments at our facility.

1.2 The loyalty card must be obtained from our facility and will be stamped by a member of staff after each qualifying visit.

2. Earning Stamps

2.1 A stamp is awarded after each visit that includes a paid treatment.

2.2 Only one stamp will be awarded per visit, regardless of the number of treatments received.

3. Redeeming the Full Loyalty Card

3.1 Once the loyalty card is fully stamped, the cardholder is eligible to redeem it for a free chemical peel add-on.

3.2 The free chemical peel add-on must be combined with another paid treatment and cannot be redeemed as a standalone treatment.

3.3 The free chemical peel add-on cannot be exchanged for any other treatment or for cash value.

4. Suitability of Chemical Peel

4.1 The suitability of the chemical peel will be determined by the therapist based on the patient’s skin type and health.

4.2 If the chemical peel is deemed unsuitable for the patient, an alternative treatment that is suitable will be offered at the discretion of the therapist.

4.3 The alternative treatment offered cannot be negotiated or exchanged for any other treatment or cash value.

5. General Conditions

5.1 The loyalty card is non-transferable and can only be used by the person to whom it was issued.

5.2 Lost or stolen loyalty cards will not be replaced, and any stamps accrued on the lost or stolen card will be forfeited.

5.3 The loyalty card must be presented at the time of the treatment to receive a stamp and to redeem the free add-on.

5.4 This loyalty card scheme may be modified or discontinued at any time at the discretion of the management, without prior notice.

6. Acceptance of Terms

6.1 By participating in the loyalty card scheme, customers agree to abide by these terms and conditions.

6.2 Any breach of these terms and conditions may result in the termination of the loyalty card and forfeiture of any stamps accrued.

For any queries regarding the loyalty card scheme, please contact our customer service team.