Cancellation Policy
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 clients
b. 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.