Booking, Cancellation & No-Show Policy

At The Skin Firm, we strive to provide every client with exceptional service in a calm, personalised environment. Our appointment schedule is carefully planned to ensure each client receives dedicated time with their therapist.

When an appointment is booked, that time is reserved exclusively for you. Late cancellations, missed appointments, and repeated rescheduling prevent us from offering that appointment to another client. Our booking policy helps us manage our schedule fairly while respecting the time of both our clients and our team.


Booking Appointments

Appointments may be made online, by telephone, WhatsApp, or in person.

Certain treatments require a consultation before treatment can be performed. Your therapist will determine your suitability based on your skin concerns, medical history and treatment goals.

Some appointments, treatment packages or high-demand time slots may require a booking deposit to secure your reservation.

Your appointment is only considered confirmed once any required deposit has been received, where applicable.


Appointment Reminders

As a courtesy, multiple appointment reminders are sent before your scheduled appointment.

While we make every effort to send reminders, it remains the client's responsibility to remember their appointment.

Not receiving a reminder does not exempt clients from our cancellation policy.


Arrival Time

We kindly ask that clients arrive approximately 10 minutes before their appointment.

This allows sufficient time to complete consultation forms, update medical information, and prepare for treatment.

Clients arriving after their scheduled appointment time may have their treatment shortened to avoid delaying subsequent appointments.

If there is insufficient time to safely complete the treatment, the appointment may need to be rescheduled. In these cases, our cancellation policy may apply.


Cancellations

We understand that unexpected circumstances can arise. If you need to cancel or reschedule your appointment, we kindly request a minimum of 24 hours' notice. Providing adequate notice allows us the opportunity to offer your appointment to another client.

Appointments cancelled with less than 24 hours' notice will result in a fee of 50% of the booked appointment, or may result in the forfeiture of any booking deposit paid.

Repeated late cancellations and no-shows will require full prepayment for future appointments.


No-Shows

A no-show occurs when a client fails to attend their appointment without notifying us. Missed appointments significantly impact our therapists, our schedule and other clients waiting for appointments.

In the event of a no-show:

* Any booking deposit will be forfeited.
* Treatment packages may be marked as redeemed where applicable.
* Future appointments may require payment in full before being confirmed.
* Repeated no-shows may result in restrictions on future bookings or refusal of future appointments.


Rescheduling

Appointments may be rescheduled without penalty when at least 24 hours' notice is provided.

Frequent rescheduling of appointments may require a non-refundable booking deposit for future bookings.


Running Late

If you are running late, please contact us as soon as possible. While we will always do our best to accommodate you, we cannot guarantee that the full treatment can still be performed.

Depending on the remaining appointment time, your therapist may:

* complete a shortened version of your treatment,
* recommend an alternative treatment suitable for the available time, or
* reschedule your appointment.

Our cancellation policy may apply where treatments cannot be completed due to late arrival.


If We Need to Reschedule

On rare occasions, unforeseen circumstances may require us to reschedule your appointment. Should this occur, we will contact you as soon as possible to arrange an alternative appointment that suits your schedule.


Treatment Suitability

Your safety is our priority. The Skin Firm reserves the right to postpone or decline treatment where it is considered unsafe or unsuitable.

Examples include, but are not limited to:

* active infections
* open wounds
* certain medications
* recent sun exposure
* pregnancy where treatment is contraindicated
* medical conditions affecting treatment safety

Where appropriate, an alternative treatment or future appointment may be recommended.


Children at Appointments

To ensure a relaxing environment for all clients and to maintain safety within the clinic, we kindly request that children only accompany you if they are receiving treatment themselves.


Mobile Phones

We ask that mobile phones be kept on silent during treatments and that calls be taken outside the premises where possible.


Respectful Behaviour

The Skin Firm is committed to providing a welcoming and respectful environment for both clients and staff. Aggressive, abusive, threatening or inappropriate behaviour towards any member of our team will not be tolerated.

We reserve the right to refuse treatment or terminate appointments where necessary.


Gift Vouchers, Packages & Memberships

Gift vouchers are non-refundable and may not be exchanged for cash.

Treatment packages and memberships are non-transferable unless otherwise agreed by management.

Expiry dates, where applicable, will be communicated at the time of purchase.


Acceptance of this Policy

By booking an appointment with The Skin Firm, you acknowledge that you have read, understood and agreed to this Booking, Cancellation & No-Show Policy.