Prepaid Treatments & Package Policy
Updated Jan 2026
This policy applies to prepaid treatments, treatment packages and prepaid service plans purchased from Cosmetic Doctors Skin & Hair Clinic (“the Clinic”).
1. Patient-Specific Packages
All prepaid treatments and packages are:
Issued to a specific named patient
Linked to that patient’s clinical and financial record
Subject to ongoing clinical suitability, informed consent and the professional judgement of the treating practitioner
Unless otherwise agreed by Clinic Management in writing, prepaid treatments and packages are non-transferable and cannot be transferred, sold, assigned or gifted to another person.
Patient safety and clinical appropriateness will always take priority over completion of a prepaid treatment or package.
2. Refunds and Change of Mind
Prepaid treatments and packages are not ordinarily refundable for:
Change of mind
Changes in personal circumstances
Relocation or travel
Failure to attend or utilise purchased treatments
Preference for another clinic or practitioner
A decision not to continue with a service that remains available and clinically suitable
Dissatisfaction with treatment outcomes where the service has been appropriately provided and no particular outcome was guaranteed
This does not affect a patient’s entitlement to a refund, cancellation, repeat service, compensation or other remedy where required under the Australian Consumer Law.
Where a refund or other remedy is required by law, the Clinic will provide the remedy to which the patient is legally entitled.
Where no statutory entitlement exists, Clinic Management may nevertheless consider a refund, clinic credit, package modification or other resolution on a case-by-case basis as a gesture of goodwill.
3. Clinical Suitability
Clinical suitability may change during the course of a treatment package due to medical conditions, medications, pregnancy, treatment response, contraindications or other relevant clinical circumstances.
Where treatment becomes temporarily unsuitable, the Clinic may recommend postponing treatment until it can be safely and appropriately provided.
Where a prepaid treatment becomes permanently clinically unsuitable, Clinic Management will discuss reasonable options with the patient. Depending on the circumstances, these may include:
An alternative clinically appropriate treatment
Extension of the package validity period
Clinic credit
Modification of the treatment plan
Any refund or other remedy required under the Australian Consumer Law
The Clinic will not provide a treatment where the treating practitioner considers that doing so would be clinically inappropriate or unsafe.
4. Treatment or Package Changes
Patients may request to alter, swap or convert unused prepaid treatments to another service.
Requests will be considered reasonably and on a case-by-case basis, taking into account:
Clinical suitability
The patient’s individual circumstances
Treatments already received
The terms and pricing of the original package
Availability of the requested alternative treatment
Any other relevant circumstances
Where a voluntary package change is approved, treatments already provided may be recalculated at the applicable standard individual treatment price where this formed part of the original package terms. Promotional or package discounts may consequently be adjusted and an additional payment may be required.
Approval of a voluntary package change is not guaranteed.
This section does not limit any remedy to which a patient is entitled under the Australian Consumer Law.
5. Validity and Expiry
Unless otherwise stated in writing at the time of purchase, prepaid treatments and packages should ordinarily be utilised within 12 months from the date of purchase.
Where a patient is unable to complete their treatments within this period due to reasonable circumstances, they may request an extension from Clinic Management.
Extension requests will be considered reasonably and on a case-by-case basis, taking into account circumstances including:
Medical or clinical circumstances
Pregnancy
Clinically recommended treatment intervals
Temporary contraindications
Significant personal circumstances
Clinic availability or operational circumstances
Other relevant circumstances
Any approved extension will be confirmed by the Clinic.
Patients are encouraged to contact the Clinic before the end of the validity period if circumstances may prevent completion of their package.
Expiry provisions will not be applied in a manner that excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
6. Practitioner, Staffing and Operational Changes
From time to time, the Clinic may make reasonable operational changes, including changes to:
Treating practitioners
Doctors, nurses or therapists
Staffing arrangements
Appointment availability
Operating days or hours
Treatment protocols or equipment
Where reasonably practicable, the Clinic may arrange for another appropriately qualified and competent practitioner to provide the purchased service.
The departure or unavailability of a particular staff member or practitioner does not, by itself, cancel a prepaid treatment or package where the purchased service remains reasonably available and can be appropriately provided.
Where the Clinic is unable to provide a purchased service, or cannot provide it within an agreed or reasonable timeframe, the Clinic will discuss appropriate options with the patient and provide any remedy required under the Australian Consumer Law.
7. Treatment Results
Individual responses to cosmetic, skin and hair treatments vary.
Unless expressly agreed otherwise in writing, purchasing a treatment or package does not guarantee a particular clinical, cosmetic or aesthetic outcome.
Treatment recommendations, including the anticipated number of sessions, are based on clinical assessment and expected response. Treatment plans may need to be modified depending on the patient’s response, clinical circumstances and ongoing suitability.
Nothing in this section limits the Clinic’s obligations under the Australian Consumer Law.
8. Package and Promotional Pricing
Packages may be offered at a discounted price compared with purchasing individual treatments separately.
Where a patient voluntarily requests cancellation, conversion or modification of a package and there is no statutory entitlement to a refund or other remedy, treatments already provided may be valued at the applicable standard individual treatment price where this formed part of the disclosed package terms.
Promotional discounts, complimentary treatments, bonuses or other package benefits do not have a separate cash value unless expressly stated otherwise.
Nothing in this section permits the Clinic to reduce or avoid a refund or other remedy required under the Australian Consumer Law.
9. Verification of Prepaid Treatments
The Clinic maintains clinical and financial records relating to prepaid treatments and packages.
Where verification is required, the Clinic may consider reasonable evidence of purchase, including:
Clinic management system records
Receipts or invoices
EFTPOS or payment records
Bank or credit card statements
Written correspondence
Other reliable evidence establishing the purchase
Patients may be asked to provide reasonable proof of purchase where necessary.
10. Refund Requests
Refund requests should be submitted to Clinic Management and will be assessed on their individual circumstances.
The Clinic may review relevant information including:
The original purchase and applicable terms
Treatments already provided
Clinical records
Appointment and cancellation history
Relevant communications
The reason for the refund request
The Clinic’s ability to continue providing the purchased service
Where a patient is entitled to a remedy under the Australian Consumer Law, the Clinic will provide the applicable remedy.
Where no statutory entitlement exists, Clinic Management may nevertheless offer a refund, clinic credit, extension, package modification or another resolution as a gesture of goodwill.
A discretionary resolution or goodwill gesture does not constitute an admission of liability and does not establish an entitlement in another case.
11. Promotions, Discounts & Special Offers
From time to time, the Clinic may offer promotional pricing, discounts, complimentary services or other special offers.
Unless otherwise stated in the specific promotion:
- Promotions are available only during the advertised promotional period.
- Eligibility and any treatment provided remain subject to clinical suitability.
- Promotions and discounts cannot be combined with another offer or discount.
- Discounts cannot be exchanged or redeemed for cash.
- Promotional pricing applies only to the services specified in the relevant offer.
- Where an offer includes a complimentary service or benefit, it does not have a separate cash value unless expressly stated.
- Any material conditions, exclusions, eligibility requirements or expiry dates specific to an offer will be disclosed with the promotion.
The Clinic may correct genuine administrative or advertising errors, subject to applicable law.
Nothing in these promotional terms excludes or restricts any rights or remedies available under Australian Consumer Law.
12. Australian Consumer Law
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where there is any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.