Service Terms & Clinic Policy

1. General Agreement

By booking an appointment, attending a consultation, or undergoing treatment at Shellharbour Skin (“the Clinic”), you agree to be bound by these Terms of Service.

2. Scope of Services

The Clinic provides both medical and non-medical dermal services. Medical services (e.g., skin cancer checks, diagnosis, minor surgery, injectables) are performed by doctors and nurses registered with AHPRA. Dermal services (e.g., facials, peels, skin therapies, laser treatments) are provided by qualified Dermal Clinicians who are not AHPRA-registered health practitioners. Some treatments may involve the use of therapeutic products outside their TGA-approved indications (“off-label use”). This will be discussed during consultation and documented in your consent prior to treatment. All medications and devices used are approved by the TGA where required. The Clinic does not provide emergency medical services. In case of an emergency, call 000 or attend your nearest emergency department.

3. Consultations and Consent

All treatments require a face-to-face consultation prior to commencement. Medical consultations are conducted by a qualified practitioner/clinician; dermal consultations may be conducted by a Dermal Clinician. Risks, benefits, alternatives, and expected outcomes will be explained. Written informed consent must be obtained before treatment. Patients must provide accurate medical history, allergies, and current medications. Shellharbour Skin is not liable for complications arising from incomplete or inaccurate information.

4. Fees and Payments

Fees are payable on the day of service, we accept EFTPOS and CASH. Medicare rebates apply only to eligible medical services; cosmetic and dermal services are not rebate-eligible. Fees are subject to change but will be confirmed before treatment.

5. Results and Limitations

Treatment outcomes vary between individuals, and no specific result can be guaranteed. Multiple treatments may be required for best or ongoing results. Dissatisfaction with cosmetic results, where reasonable care and skill have been applied, does not entitle a refund. Recommendations for third-party products or services are made in good faith; the Clinic is not liable for external outcomes. Not all patients are suitable for all treatments. The Clinic reserves the right to decline, modify, or delay treatment at its discretion, including where unrealistic expectations are identified.

6. Patient Responsibilities and Aftercare

Patients must follow all pre- and post-treatment care instructions. Failure to comply may increase risks or reduce effectiveness. Patients must attend follow-up reviews as recommended. Unexpected or adverse outcomes must be reported promptly to the Clinic.

7. Risk, Adverse Events, and Complaints

All medical and dermal treatments carry inherent risks. The Clinic will manage complications in line with professional standards. The Clinic is not responsible for costs associated with emergency care, hospital admission, specialist referral, or corrective procedures performed outside the Clinic. Refunds for services already provided are not available unless required by Australian Consumer Law. Complaints will be handled in line with the Clinic’s internal policy, AHPRA standards, and Australian Consumer Law.

8. Privacy and Records

The Clinic complies with the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW). Clinical photographs may be taken for medical documentation and treatment monitoring. These form part of your confidential record and will not be shared without consent, except where required by law.

9. Age Restrictions

Cosmetic and aesthetic services are available only to patients aged 18 and over. Medical services may be provided to minors with parental or guardian consent.

10. Right to Refuse Treatment

The Clinic reserves the right to refuse or discontinue treatment if it is unsafe, inappropriate, not in the patient’s best interest, or if policies are not followed.

11. Social Media and Communications

Patients must not publish false, misleading, or defamatory statements about the Clinic, its practitioners, or staff. The Clinic reserves the right to pursue legal remedies for unlawful communications causing reputational harm.

12. Liability and Indemnity

To the extent permitted by law, Shellharbour Skin and its staff are not liable for:

• Cosmetic dissatisfaction where reasonable care was applied.

• Complications resulting from failure to disclose medical history or follow aftercare advice.

 • Outcomes outside the Clinic’s control.

Patients agree to indemnify the Clinic against claims or costs resulting from failure to follow advice, disclose information, or comply with instructions. Nothing in these Terms excludes your rights under the Australian Consumer Law.

13. Cosmeceutical Products

All retail skincare products are sourced from authentic suppliers aligned with the Clinic’s values. Products are recommended after consultation for individual suitability. All product sales are final. Refunds, exchanges, or credits are not available for change of mind. Products cannot be exchanged for services or cash. The Clinic is not responsible for products lost, stolen, damaged, or misused after purchase. Concerns about product performance or defects must be raised within 7 days with proof of purchase.

14. Prepaid Treatments and Packages

Prepaid treatments and packages are valid for 12 months from purchase. Expired packages will not be honoured, and no extensions will be granted. Packages are non-refundable, non-transferable, and cannot be redeemed for cash. Packages cannot be applied to Medicare-covered services or certain excluded cosmetic procedures as determined by the Clinic. Missed or late-cancelled appointments will result in forfeiture of the treatment without refund, credit, or reschedule.

15. Gift Vouchers

Purchased Vouchers: Gift vouchers purchased for value are valid for 3 years from the date of purchase unless otherwise required by law. Vouchers are non-refundable, not redeemable for cash, and must be presented at the time of redemption.

Promotional or Complimentary Vouchers: Vouchers issued as part of a promotion, competition, marketing campaign, or given free of charge may carry shorter expiry periods, as specified on the voucher at issue. These vouchers are non-transferable, non-refundable, and not redeemable for cash.

16. Refunds

Patients are responsible for confirming their selection of products, services, treatments, and gift vouchers prior to purchase. Refunds or exchanges are not available for change of mind. Any disputes regarding products or services will be reviewed at the discretion of Clinic management, subject to Australian Consumer Law.

17. Cancellations and Deposits

SMS reminders are sent 48 hours before appointments, followed by a phone call if no confirmation is received. Appointments not confirmed at least 24 hours in advance may be offered to another patient. Cancellations and rescheduling require at least 24 hours’ notice. Failure to do so may result in cancellation fees or deposit forfeiture. Some appointments require a deposit of $55–$200, which is applied to the cost of treatment. If no deposit is paid, the appointment may be released. Deposits may be transferred to a future booking if more than 24 hours’ notice is given. Deposits will be retained if the appointment is cancelled late, missed, or if the patient is more than 5 minutes late.

18. Amendments

The Clinic may amend these Terms at any time. The current version will always be available at the Clinic and on the Clinic’s website.

19. Website and Information Disclaimer

Information provided on the Clinic’s website, social media, or marketing materials is general in nature and not a substitute for a consultation with a qualified clinician. No guarantee is made that treatments will diagnose, treat, cure, or prevent any medical con