Policies
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ALEVÉ Aesthetics
1. Acceptance of Terms Client Terms & Conditions
By booking an appointment with ALEVÉ Aesthetics (Clinic), you agree to be bound by these Terms and Conditions. All treatments are performed by a qualified Registered Nurse in accordance with applicable Australian laws, professional standards, and the practitioner’s scope of practice.
2. Consultations & Treatment Suitability
2.1 All treatments are subject to clinical assessment and suitability.
2.2 The Clinic reserves the right to:
a. Decline treatment where clinically unsuitable
b. Modify a proposed treatment plan in the interest of patient safety
c. Require medical clearance prior to proceeding
2.3 Clinical decisions are made in accordance with professional judgment and regulatory obligations and are not arbitrary.
2.4 No obligation arises to provide treatment unless the treating practitioner determines that treatment is clinically appropriate.
3. Pricing & Payments
3.1 All prices are listed in Australian Dollars (AUD).
3.2 Prices may change without prior notice to booking confirmation.
3.3 Full payment is required on the day of treatment unless otherwise agreed.
3.4 Promotional pricing, service inclusions and offers may be amended or withdrawn at any time prior to booking.
4. Booking Fees
4.1 A booking fee may be required to secure an appointment.
4.2 The booking fees constitutes consideration for reserving clinical time and providing professional assessment.
4.3 If treatment proceeds and is clinically appropriate, the booking fee will be applied toward the total treatment cost.
4.4 If treatment does not proceed:
a. Where the treating practitioner determines the client is clinically unsuitable and no consultation service is provided, the booking fee will be refunded.
b. Where a consultation has been conducted and professional advice or a treatment plan has been provided, the booking fee is non refundable, as the consultation constitutes delivery of a professional service.
c. A client electing not to proceed with treatment after being deemed suitable does not entitle the client to a refund of the booking fee.
d. Nothing in this clause limits rights under the Australian Consumer Law.
5. Results, Risks and Informed Consent
5.1 Cosmetic treatments carry inherent risks and potential side effects.
5.2 Risks, expected outcomes and alternatives will be discussed during consultation and documented in a signed consent form.
5.3 Individual results vary and are influenced by factors including age, skin condition, medical history, lifestyle and adherence to aftercare.
5.4 No guarantee is made regarding aesthetic outcome, longevity, or specific results.
6. Aftercare and Client Responsibilities
6.1 Clients must follow all aftercare instructions provided.
6.2 The Clinic is not responsible for adverse outcomes arising from:
a. failure to follow aftercare instructions;
b. failure to disclose relevant medical history;
c. external treatments undertaken without disclosure; or
d. circumstances outside the Clinic’s reasonable control.
6.3 This clause does not exclude liability for negligence or any rights that cannot be excluded under law.
6.4 If adverse reactions occur, clients must contact the Clinic promptly. For severe or life-threatening reactions, call 000 or attend the nearest emergency department.
7. Promotions & Packages
7.1 Promotional offers:
a. Cannot be combined unless explicitly stated
b. are not redeemable for cash
c. may be subject to expiry dates
7.2 Prepaid packages and promotional purchases are non transferable and non refundable as required by Australian Consumer Law.
7.3 Where expiry dates apply, services will be provided within a reasonable time consistent with consumer law obligations.
8. Refusal of Service
8.1 The Clinic reserves the right to refuse or discontinue treatment where a client:
a. Is deemed medically unsuitable
b. provides incomplete or misleading medical information;
c. engages inappropriate, aggressive, or disrespectful behaviour.
d. fails to comply with clinic policies.
9. Australian Consumer Law
9.1 Nothing in these Terms excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation which cannot lawfully be excluded.
10. Governing Law
10.1 These Terms are governed by the laws of New South Wales, Australia.
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ALEVÉ Aesthetics
This Cancellation Policy forms part of the ALEVÉ Aesthetics Terms & Conditions.
1. Reservation of Appointment Time
Appointment times are reserved exclusively for each client and allocated specifically for consultation and/or treatment planning.
The Clinic relies on scheduled appointments to manage clinical time, practitioner availability and patient care
2. Booking Fees
2.1 Booking fees may be required for:
a. All new clientsb. Selected services as specified at the time of booking
2.2 Booking fees constitute consideration for reserving clinical time and, where applicable, providing professional consultation and assessment.
2.3 Where treatment proceeds and is clinically appropriate, the booking fee will be applied toward the total treatment cost.
2.4 Existing clients are not required to pay a booking fee unless they have previously late cancelled or failed to attend. Clients who late cancel or fail to attend may be required to pay a booking fee for future appointments.
2.5 Booking fees are subject to the Australian Consumer Law and the Clinic’s Terms & Conditions.
3. Cancellations and Rescheduling
3.1 A minimum of forty-eight (48) hours notice is required to cancel or reschedule your appointment.
3.2 Cancellation notice must be provided in writing via:
a. The Clinic’s booking platform;
b. Email; or
c. Direct written communication, including Instagram direct message or other official Clinic social media account.
3.3 A cancellation will only be effective once acknowledged or confirmed by the Clinic.
3.4 Where an appointment is cancelled within 48 hours of the scheduled time, the booking fee will be forfeited.
3.5 Where no booking fee has been paid, the Clinic may charge a late cancellation or non-attendance fee reflecting a genuine pre-estimate of the loss suffered due to the reserved clinical time, not exceeding the consultation fee or the reasonable value of the time allocated.
3.6 Cancellation fees are not intended to operate as penalties and are designed to compensate the Clinic for time allocated, administrative costs and lost appointment opportunities.
3.7 Any cancellation or non-attendance fee payable under this Policy constitutes a debt due and payable to the Clinic.
3.8 A change of mind does not constitute grounds for refund of booking fees or cancellation fees where services have been reserved or provided, except as required by the Australian Consumer Law.
4. Late Arrivals
4.1 Clients arriving fifteen (15) minutes or more after the scheduled appointment time may be deemed a non-attendance at the Clinic’s discretion.
4.2 If time permits, the Clinic may proceed with a shortened consultation. Treatment may need to be rescheduled.
4.3 Where late arrival prevents the Clinic from accommodating the appointment, the booking fee may be forfeited in accordance with this Policy
5. Failure to Attend (No Show)
5.1 Failure to attend an appointment without notice will result in forfeiture of any booking fee paid.
5.2 Clients who fail to attend may be required to pay a booking fee for future appointments.
5.3 The Clinic reserves the right to decline future bookings where there has been repeated non-attendance or late cancellation.
6. Emergency Situations
6.1 The Clinic understands that unforeseen circumstances may arise.
6.2 Requests for consideration in emergency situations may be assessed reasonably and at the Clinic’s discretion. Supporting documentation may be requested.
6.3 The Clinic will act reasonably when assessing such requests.
7. Payment Disputes and Chargebacks
7.1 Where a client initiates a chargeback or payment dispute in circumstances inconsistent with this Policy, the Clinic reserves the right to recover any associated administrative or merchant fees incurred, to the extent permitted by law.
7.2 The Clinic may suspend future bookings while a payment dispute remains unresolved.
8. Australian Consumer Law
8.1 Nothing in this Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation which cannot lawfully be excluded.
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ALEVÉ Aesthetics
1. Introduction
ALEVÉ Aesthetics (“Clinic”, “we”, “us”, “our”) is committed to protecting the privacy and confidentiality of personal information and health information.
This Privacy Policy explains how we collect, use, disclose, store and manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (“APPs”).
As a provider of cosmetic medical services, we also collect health information, which is classified as sensitive information under Australian privacy law and is subject to additional protections.
By engaging our services, communicating with us, or providing personal information, you consent to the collection and handling of your information as described in this Policy.
2. What Information We Collect
We collect both personal information and sensitive information.
2.1 Personal Information
Personal information may include:
a. Full name
b. Date of birth
c. Residential address
d. Email address
e. Telephone number
f. Emergency contact details
g. Appointment history
h. Payment and billing information
2.2 Sensitive Information (Health Information)
As part of providing cosmetic and clinical services, we collect health information including:
a. Medical history
b. Medication information
c. Allergies and contraindications
d. Previous cosmetic procedures
e. Clinical assessments and treatment notes
f. Clinical photographs taken for medical documentation
g. Adverse event records
h. Treatment outcomes and follow-up records
Sensitive information is only collected where reasonably necessary to provide safe and appropriate treatment.
3. How We Collect Information
3.1 We collect personal information directly from clients through:
a. Consultation forms
b. Medical history questionnaires
c. Consent documentation
d. Appointment bookings
e. Telephone communications
f. Email correspondence
g. Social media communications (including Instagram direct messages where used for clinic communication)
3.2 We may also collect information:
a. through our website or booking platforms
b. from third parties where authorised by the client
c. where required by law or regulatory obligations
3.3 Where practicable, we collect information directly from the individual concerned.
4. Purpose of Collection
4.1 We collect, use and hold personal information for purposes including:
a. assessing treatment suitability
b. providing cosmetic and clinical services
c. maintaining accurate medical and treatment records
d. communicating appointment reminders and treatment information
e. processing payments and managing accounts
f. managing adverse events or complications
g. meeting professional, legal and regulatory obligations
h. responding to complaints or enquiries
i. internal administrative and operational purposes
4.2 We will only collect personal information that is reasonably necessary for these purposes.
5. Use of Clinical Photography
5.1 Clinical photographs may be taken for:
a. medical documentation
b. treatment planning
c. monitoring clinical outcomes
5.2 Clinical photographs form part of the medical record and are stored securely.
5.3 Clinical photographs will not be used for marketing purposes without separate express written consent.
6. Disclosure of Personal Information
6.1 We may disclose personal information to:
a. healthcare professionals involved in your care
b. regulatory bodies where required by law
c. professional advisers (including legal advisers or insurers)
d. service providers assisting in business operations including IT providers, booking platforms, payment processors and practice management systems
e. authorities where disclosure is required by law
6.2 Where disclosure occurs, we take reasonable steps to ensure recipients are subject to appropriate confidentiality obligations.
6.3 We do not sell, rent or trade personal information.
7. Overseas Disclosure
7.1 Some of the Clinic’s service providers (such as cloud-based practice management systems, booking platforms or payment processors) may store or process information outside Australia.
7.2 Where personal information is disclosed overseas, we take reasonable steps to ensure that the recipient handles the information in accordance with privacy obligations consistent with Australian privacy law.
8. Website, Cookies & Analytics
8.1 When you visit our website or online booking platforms, certain information may be collected automatically, including:
a. IP address
b. device type
c. browser type
d. pages visited
e. website usage data
8.2 This information may be collected through cookies or analytics tools and is used to improve website functionality and user experience.
9. Data Storage and Security
9.1 We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
9.2 Information may be stored:
a. electronically in secure practice management systems
b. in encrypted cloud-based storage
c. in password-protected systems
d. in limited physical records where required
9.3 Access to personal information is restricted to authorised personnel only.
10. Data Breach Response
10.1 In the event of an eligible data breach involving personal information, the Clinic will respond in accordance with the Notifiable Data Breaches Scheme under the Privacy Act 1988 (Cth).
10.2 Where required by law, affected individuals and the Office of the Australian Information Commissioner (OAIC) will be notified.
11. Data Retention
11.1 Health records are retained for the period required by applicable laws and professional standards.
11.2 In general, medical records are retained for a minimum period required under relevant health record legislation. After this period, records are securely destroyed or de-identified.
12. Direct Marketing
12.1 We may use your contact details to send:
a. appointment reminders
b. follow-up care information
c. relevant clinic updates
12.2 Marketing communications will only be sent where permitted by law.
12.3 Clients may opt out of receiving marketing communications at any time.
13. Access to Personal Information
13.1 You may request access to your personal information held by the Clinic.
13.2 Requests must be made in writing and we may require proof of identity before releasing records.
13.3 Access may be refused where permitted by law. If access is refused, written reasons will be provided.
14. Correction of Personal Information
14.1 If personal information held by the Clinic is inaccurate, incomplete or outdated, you may request that it be corrected.
14.2 We will take reasonable steps to update records where appropriate.
15. Complaints
15.1 If you believe your privacy has been breached, you may submit a complaint to the Clinic in writing.
15.2 We will investigate the complaint and respond within a reasonable timeframe.
15.3 If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
16. Contact Details
Privacy Officer
ALEVÉ AestheticsEmail: info@aleveaesthetics.com
Address: 3/1 Harrow Road, Bexley NSW 2207, AUSTRALIA