Gift Voucher, Deposit & Prepaid Treatment Package Policy

This Policy sets out the terms applying to the purchase, payment, validity, redemption and use of Gift Vouchers, Promotional and Complimentary Vouchers, Deposits and Prepaid Treatment Packages at Shellharbour Skin.

This Policy should be read together with our:

• Terms of Service, Sales & Website Use;
• Appointment Reservation Policy; and
• any specific terms provided in relation to a particular service, treatment, product, package, voucher or promotion.

Material conditions and restrictions will be made reasonably available at or before purchase or issue, where applicable.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

1. Types of Vouchers and Payments

For the purposes of this Policy:

Purchased Gift Voucher means a Gift Voucher purchased for monetary value for later redemption towards eligible Shellharbour Skin services or eligible retail products purchased in Clinic.

Promotional or Complimentary Voucher means a voucher, credit or benefit provided free of charge or as part of a promotion, competition, event, marketing campaign, loyalty arrangement or other promotional activity.

Promotional or Bonus Value means additional value provided by Shellharbour Skin as part of a promotional Gift Voucher offer, over and above the amount paid by the customer.

Deposit means a part-payment towards specified goods, services or another agreed arrangement.

Appointment Reservation Fee means a payment required for selected appointments to reserve clinician time.

Prepaid Treatment Package means a specified treatment, combination of treatments or series of treatment sessions purchased together in advance at a promotional package price.

These arrangements are separate and may have different conditions.

2. Purchased Gift Vouchers

Purchased Gift Vouchers may be redeemed towards:

• eligible services provided by Shellharbour Skin; and
• eligible retail products purchased in Clinic.

Purchased Gift Vouchers cannot currently be redeemed for retail products through the Shellharbour Skin online store.

This is an online redemption limitation only. A valid Gift Voucher may still be redeemed towards eligible retail products purchased directly from the Clinic.

Purchased Gift Vouchers cannot ordinarily be redeemed for:

• cash or cash equivalents;
• another Gift Voucher; or
• Medicare-rebatable medical services, unless Shellharbour Skin expressly advises otherwise and doing so is consistent with applicable billing requirements.

Purchased Gift Vouchers are non-transferable and may only be redeemed by the person for whom the Gift Voucher was purchased or issued.

Where a Gift Voucher is purchased as a gift, the intended recipient nominated at the time of purchase will be treated as the recipient for redemption purposes.

The non-transferability condition and any material redemption restrictions will be disclosed at or before purchase.

Where a Gift Voucher is used towards a healthcare service or treatment, the proposed service remains subject to individual clinical assessment, clinical suitability and informed consent.

Purchasing or holding a Gift Voucher does not guarantee that a particular treatment will be clinically appropriate or provided.

Where a requested treatment is not clinically appropriate, the available Gift Voucher balance may remain available for another eligible service or eligible in-Clinic retail product during the applicable validity period.

3. Purchased Gift Voucher Validity

Purchased Gift Vouchers are valid for at least three (3) years from the date of purchase, or for any longer period stated on the Gift Voucher.

The applicable expiry date, or validity period together with the date of issue, will be displayed on or provided with the Gift Voucher in accordance with applicable law.

Shellharbour Skin will not charge prohibited post-supply fees that reduce the redeemable value of a Purchased Gift Voucher.

Once a valid expiry date has passed, a Gift Voucher will not ordinarily be redeemable unless otherwise required by law.

Where exceptional circumstances have prevented a Gift Voucher from being reasonably used, you may contact Shellharbour Skin to request consideration of an extension.

Any discretionary extension does not affect an entitlement otherwise available under applicable law.

4. Gift Voucher Balances

Where the value of a Purchased Gift Voucher exceeds the cost of an eligible purchase, the remaining balance will remain available for future eligible purchases until the applicable expiry date.

Where the Gift Voucher value is less than the cost of an eligible purchase, the remaining amount may be paid using an accepted payment method.

Unused Gift Voucher balances are not ordinarily redeemable for cash unless required by law.

No prohibited fee will be charged merely because a balance remains on a Gift Voucher.

5. Promotional and Complimentary Vouchers

Promotional or Complimentary Vouchers may be issued free of charge or as part of a promotion, competition, event, marketing campaign, loyalty arrangement or other promotional activity.

These vouchers are separate from Purchased Gift Vouchers and may have different validity periods and conditions where permitted by law.

Unless expressly stated otherwise, Promotional or Complimentary Vouchers:

• may only be used for the eligible service, treatment or product specified;
• must be redeemed within the stated validity period;
• are not redeemable for cash or monetary credit;
• are non-transferable;
• cannot be used to purchase another Gift Voucher; and
• cannot be combined with another promotion, promotional price, discounted service, discounted product, Prepaid Treatment Package, special offer, voucher or other discount.

Where more than one promotion, voucher or discount could otherwise apply, the patient or customer may be required to select one eligible offer.

Clinical suitability continues to apply to healthcare services or treatments offered through a Promotional or Complimentary Voucher.

Material validity, eligibility, redemption and combination restrictions will be disclosed as part of the relevant promotion.

6. Promotional Gift Voucher Offers and Bonus Value

From time to time, Shellharbour Skin may offer promotions where purchasing a Gift Voucher of a specified value includes additional promotional or bonus value.

Where a promotional Gift Voucher contains both:

• purchased value — the amount paid by the customer; and
• promotional or bonus value — additional value provided by Shellharbour Skin as part of the promotion,

different redemption conditions may apply to each component.

Bonus value is promotional and cannot be used in conjunction with any other promotion, discount, promotional pricing or special offer. The purchased Gift Voucher value remains subject to the standard Gift Voucher terms and conditions.

Unless the specific promotion expressly states otherwise, promotional or bonus value:

• cannot be combined with another promotion, discount, promotional price or special offer;
• cannot be applied to a product or service already offered at a promotional or reduced price;
• cannot be combined with a Prepaid Treatment Package or used to obtain an additional discount on a package;
• cannot be exchanged or redeemed for cash;
• cannot be used to purchase another Gift Voucher;
• is non-transferable; and
• is subject to the validity period and conditions disclosed with the relevant promotion.

Purchased Value

Purchased value represents the amount actually paid by the customer and is separate from any additional promotional or bonus value.

Unless the terms of a particular promotion expressly state otherwise, purchased Gift Voucher value may be used as an accepted payment method towards an eligible purchase, including where an eligible product or service is being offered at a promotional price.

Promotional or bonus value attached to the Gift Voucher remains subject to its promotional restrictions.

Where necessary, Shellharbour Skin may separately identify and apply purchased value and promotional or bonus value when processing a redemption.

Promotion-Specific Terms

Individual promotions may have additional conditions relating to:

• qualifying purchase amounts;
• promotional purchase periods;
• redemption commencement dates;
• validity or expiry periods for promotional or bonus value;
• eligible products or services;
• exclusions;
• redemption limits; and
• combination with other offers.

Material conditions and restrictions will be disclosed as part of the relevant promotion at or before purchase.

7. Deposits

Shellharbour Skin may require a Deposit towards specified goods, services or another agreed arrangement.

Before accepting a Deposit, Shellharbour Skin will communicate the purpose and amount of the Deposit, how it will be applied and any material cancellation, refund or retention conditions.

Unless otherwise stated, a Deposit will be applied towards the final price of the relevant goods or services.

A Deposit is separate from an Appointment Reservation Fee unless Shellharbour Skin expressly advises otherwise.

If an arrangement is cancelled after a Deposit has been paid, whether some or all of the Deposit is refundable will depend on:

• the terms disclosed and agreed before payment;
• whether goods or services have already been supplied;
• reasonable costs or commitments incurred by Shellharbour Skin;
• whether those costs can reasonably be avoided or reduced; and
• applicable law.

A Deposit will not automatically be treated as entirely non-refundable where doing so would be inconsistent with applicable law.

If Shellharbour Skin cannot supply the agreed goods or services, any refund or other remedy will be provided in accordance with applicable law.

8. Appointment Reservation Fees

Appointment Reservation Fees are governed by Shellharbour Skin’s Appointment Reservation Policy.

They are separate from Gift Vouchers, Promotional or Complimentary Vouchers, Deposits and Prepaid Treatment Packages.

The applicable Reservation Fee and material conditions will be communicated before or when an appointment is booked.

Cancellation, rescheduling, confirmation requirements, non-attendance and significant late arrival are managed in accordance with the Appointment Reservation Policy.

9. Prepaid Treatment Packages

Shellharbour Skin may offer Prepaid Treatment Packages comprising a specified treatment, combination of treatments or series of treatment sessions purchased together in advance.

Prepaid Treatment Packages are offered at a promotional package price lower than the total standard price of purchasing the included treatments individually.

The package price, included treatments or sessions, promotional pricing, validity period and material conditions will be disclosed at or before purchase.

Unless otherwise specified at the time of purchase, Prepaid Treatment Packages are valid for twelve (12) months from the date of purchase.

Prepaid Treatment Packages are non-transferable and intended only for the patient for whom the package was purchased.

A Prepaid Treatment Package is not intended to operate as general stored monetary value and cannot ordinarily be:

• exchanged for cash;
• transferred to another person;
• used to purchase retail products;
• used to purchase another Gift Voucher; or
• used to purchase unrelated services outside the package.

Nothing in this section excludes or limits any right or remedy available under applicable law.

10. Clinical Suitability of Prepaid Treatments

Purchasing a Prepaid Treatment Package does not guarantee that every treatment within the package will remain clinically appropriate.

All medical, aesthetic and dermal treatments remain subject to:

• individual clinical assessment;
• relevant medical history and contraindications;
• informed consent;
• practitioner scope and competence;
• applicable professional obligations; and
• the independent clinical judgement of the treating clinician.

A clinician may modify, defer or decline a treatment where it is clinically inappropriate, unsafe or otherwise unsuitable.

If an included treatment becomes clinically inappropriate, Shellharbour Skin will discuss reasonable options with you.

Depending on the circumstances, these may include deferring treatment, agreeing to an appropriate alternative, providing an appropriate credit, or providing another remedy where required by law.

You will not be required to proceed with an alternative treatment you do not wish to receive.

11. Prepaid Treatment Package Validity and Extensions

Prepaid Treatment Packages should be used within their disclosed validity period.

Where exceptional circumstances prevent a package from being used within that period, you may contact Shellharbour Skin to request an extension.

Relevant circumstances may include medical or significant personal circumstances, clinically required treatment intervals, clinical deferral, or periods during which Shellharbour Skin has been unable to provide the relevant treatment.

Any extension will be considered having regard to the individual circumstances, the conditions applying when the package was purchased and applicable law.

Any discretionary extension does not affect an entitlement otherwise available under applicable law.

12. Promotions, Discounts and Package Pricing

Unless expressly stated otherwise:

• a promotional price cannot be combined with another promotion or discount;
• a Prepaid Treatment Package cannot receive an additional promotional discount;
• a Promotional or Complimentary Voucher cannot be applied to an already discounted or promotional service or product;
• promotional or bonus Gift Voucher value cannot be used with another promotion, discount, promotional price or special offer;
• multiple Promotional or Complimentary Vouchers cannot be combined in a single transaction; and
• where more than one promotional offer could apply, the patient or customer may be required to select one eligible offer.

Purchased Gift Voucher value is distinguished from promotional or bonus value.

Unless a particular promotion states otherwise, purchased Gift Voucher value may be used as a payment method towards an otherwise eligible promotional purchase. Promotional or bonus value cannot be stacked with that promotional offer.

Material promotional restrictions will be disclosed with the applicable offer.

13. Appointments Using Gift Vouchers or Prepaid Treatment Packages

Appointments booked using a Gift Voucher or Prepaid Treatment Package remain subject to the Appointment Reservation Policy.

Where an appointment is cancelled or rescheduled late, not attended, released after reasonable attempts to obtain confirmation, or cannot reasonably proceed because of significant late arrival, the applicable Appointment Reservation Fee may be charged or deducted from available Purchased Gift Voucher value where this has been communicated and is permitted by law.

A whole Prepaid Treatment Package treatment allocation will not automatically be forfeited solely because of a late cancellation, non-attendance or significant late arrival.

Exceptional circumstances may be considered where appropriate.

14. Refunds and Change of Mind

Purchased Gift Vouchers and Prepaid Treatment Packages are generally not refundable solely because of a change of mind.

Promotional or Complimentary Vouchers and promotional or bonus value generally have no cash redemption value.

Deposits are managed in accordance with section 7.

These conditions do not affect rights available under the Australian Consumer Law or other applicable legislation.

Where goods or services fail to comply with an applicable consumer guarantee, cannot be supplied as agreed, or another legal entitlement to a remedy arises, Shellharbour Skin will provide the remedy required by law.

15. Services and Treatment Concerns

Individual treatment responses and outcomes vary. A particular result, outcome, duration of effect or response cannot be guaranteed.

Shellharbour Skin does not ordinarily provide a refund for a service that has already been appropriately provided solely because a patient changes their mind, is dissatisfied with a subjective outcome or their preferences subsequently change.

If you have a concern following a treatment or service, please contact Shellharbour Skin so the concern can be appropriately assessed.

Depending on the circumstances, this may involve:

• clinical review;
• assessment of the treatment response;
• review of relevant clinical records and photographs;
• appropriate follow-up care;
• consideration of whether further treatment is clinically appropriate; or
• another remedy where required by law.

Offering or requesting an appropriate clinical review does not remove or restrict any consumer right or legal remedy.

16. Treatment Risks, Complications and Additional Treatment

Known risks, side effects, complications and adverse events may occur even where a healthcare service has been appropriately provided.

The occurrence of a known risk, side effect, complication or adverse event does not, by itself, establish that a service was improperly provided or that a refund is required.

Patients experiencing a suspected complication or adverse event should contact Shellharbour Skin promptly for appropriate clinical assessment and management.

Urgent or potentially serious symptoms should be managed in accordance with treatment-specific aftercare instructions and appropriate urgent medical advice.

Additional, repeat or corrective treatment is not automatically provided without charge solely because a patient is dissatisfied with an outcome.

Whether further treatment is clinically appropriate, and whether a fee applies, will depend on the individual circumstances.

Where a remedy is required under applicable law, Shellharbour Skin will provide the remedy required in the circumstances.

17. Consumer Guarantees

Where applicable, goods and services supplied by Shellharbour Skin are subject to consumer guarantees under the Australian Consumer Law.

For services, these may include requirements that services are provided with due care and skill, are fit for an applicable purpose made known by the consumer and are supplied within a reasonable time where no timeframe has been agreed.

The appropriate remedy for a failure to comply with an applicable consumer guarantee depends on the nature and circumstances of the failure and applicable law.

Payment using a Gift Voucher, Deposit, promotional arrangement or Prepaid Treatment Package does not remove applicable consumer rights.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

18. Lost, Stolen or Unauthorised Gift Vouchers

Please keep Gift Vouchers and voucher codes secure.

If a Gift Voucher is lost, stolen, damaged or you believe it has been accessed without authority, please contact Shellharbour Skin promptly.

Where we can reasonably identify and verify the Gift Voucher and confirm that its remaining value has not already been redeemed, we may cancel the original voucher and reissue the remaining balance to the recorded recipient.

Reasonable evidence of purchase, identity or entitlement may be requested.

Replacement may not be possible where the voucher cannot reasonably be identified or verified or where its value was validly redeemed before we were notified.

19. Fraud, Misuse and Unauthorised Alteration

Shellharbour Skin may temporarily decline or suspend redemption where there are reasonable grounds to suspect fraud, unlawful alteration or duplication, prior redemption, unauthorised use or use contrary to material conditions.

Reasonable evidence of purchase, identity or entitlement may be requested where necessary.

Any action taken will be limited to what is reasonably necessary to investigate or address the suspected misuse.

20. Clinic Cancellation or Inability to Provide a Service

If Shellharbour Skin cancels an appointment, any Gift Voucher balance, Deposit, Appointment Reservation Fee or prepaid treatment entitlement allocated to that appointment will not be forfeited because of the Clinic’s cancellation.

Depending on the circumstances, the relevant amount or entitlement may be transferred to a rescheduled appointment, retained as an agreed credit, applied towards another eligible service where agreed, or refunded where appropriate or required by law.

If Shellharbour Skin cannot provide a prepaid service, we will discuss reasonable alternatives and provide any remedy required by applicable law.

21. Policy Updates

Shellharbour Skin may update this Policy from time to time to reflect changes to our services, products, systems, operational requirements or applicable law.

Changes apply prospectively and will not remove rights or entitlements that have already accrued.

Where a material change affects an existing Gift Voucher, Deposit or Prepaid Treatment Package, the conditions applying when it was purchased or issued will continue to apply to the extent required by law.

22. How to Redeem

Purchased Gift Vouchers may be redeemed towards:

• eligible Shellharbour Skin services; and
• eligible retail products purchased in Clinic.

Purchased Gift Vouchers cannot currently be redeemed for retail products through the Shellharbour Skin online store.

Promotional or bonus value remains subject to the conditions of the relevant promotion and cannot be used with another promotion, discount, promotional price or special offer unless expressly permitted.

Prepaid Treatment Packages may only be redeemed in accordance with the treatments, inclusions and conditions applying to the relevant package.

Promotional or Complimentary Vouchers may only be redeemed in accordance with the relevant promotional conditions.

Booking, purchasing or redeeming a Gift Voucher or Prepaid Treatment Package for a healthcare treatment does not itself establish clinical suitability or constitute informed consent to treatment.

23. Questions

For questions about a Gift Voucher, Promotional or Complimentary Voucher, promotional or bonus value, Deposit or Prepaid Treatment Package, please contact:

Shellharbour Skin
Phone: (02) 4249 2860
Email: [email protected]