Terms and Conditions
Things you should know when booking your Appointment.
Missed Appointments and Cancellation Policy:
As we strive to accommodate every single one of our patients, KAST Aesthetics maintains a strict cancellation and no-show policy.
Punctuality
On the day of your appointment, we must ask that you arrive on time for your scheduled time. Any late arrivals will result in a shorter appointment (and in some cases if a 10 minute period has been exceeded we may need to reschedule your appointment and) and time-lost will not be re-imbursed as it would affect the Clinic’s operating hours.
Cancellations
At our Clinic, we are dedicated to delivering the highest quality and the most efficient services to our patients.
We fully understand that cancellations may occur, and in circumstances beyond your or our control we may need to reschedule your existing appointment with no additional charge.
However, if an appointment is missed or cancelled with less than 48 hours’ notice, we are not able to offer this appointment to other patients.
- We require 48hrs notice for all cancellations
- If 48 hrs notice is given, your treatment deposit will be held as credit on your account to be used for your next treatment
- However, if on a course of treatment, you stand the risk of having a treatment being deducted from your course
We attempt to be available during the times our patients require. At our clinic, we recognise that unanticipated events occur. However, out of respect for both our practitioners and our patients who are trying to rearrange their busy schedules, we try to encourage our patients not to cancel appointments last minute or not arrive for scheduled appointment.
All patients when booking an appointment will be informed of our cancellation policy. It is important that everyone is aware of their rights to cancel.
In order to ensure a smooth running of the service it is important that notice is given for any cancelled appointments to ensure that the time can be offered to those waiting.
All cancellations have to be made 2 working days ahead of the appointment to avoid 100% cancellation charge. If you do not provide us with the appropriate notice, it will result in the loss of the original deposit, with an additional deposit required for scheduling a new appointment.
Patients who have pre- purchased courses of treatments will forfeit one of the treatments.
If you do need to change your appointment, please advise us as early as possible. For any rescheduled bookings, all consultation fees must be redeemed within 6 months of initial booking.
All patients may cancel or reschedule an appointment without charge prior to 48 hours in advance.
Missed Appointments
Out of consideration and respect of our practitioners’ time, if a patient does not show up for a scheduled appointment and does not provide any type of advanced notice, the patient will be charged the full price of the scheduled visit, or stand to forfeit a treatment form their course where applicable.
If a patient does not arrive for an appointment the team will attempt to contact the patient to ensure that there is no emergency. Once contact has been made the reason for none attendance will be documented in the patient notes and where applicable a future appointment will be made.
Refund Policy
- Any purchased products, services, or packages either used or unused will not be accepted as a return or be eligible for a refund.
- If the product you purchased is damaged, there is a 14-day period from the time of your purchase that it may be exchanged. Products may also be exchanged if they are unused and unopened in the original packaging within 14 days after purchase.
Gift Cards and Promotions
- Gift cards are valid for 12 months. A physical gift card must be presented at the time of payment in order to be redeemed.
- Promotions will be limited to specific expiration dates
Customer Complaints Policy and Escalation Policy
KAST Aesthetics strive to provide high quality services that are safe and effective, should we not meet this, we are committed to resolving issues or concerns about the service to ensure the patient is satisfied.
We believe that we are able to learn from all complaints and continually improve the quality of the care and service that we deliver. We pledge to treat all complaints and concerns about the service provided with the utmost priority
How can a complaint be made?
- By telephone or in person and made verbally.
- In writing either by email or by letter. This should be addressed to the manager.
The complaint will be kept on file and maintained to include all details of the investigation and outcome by the manager.
Stage 1 – Local Resolution
Complaints of a non-medical nature will be handled and resolved in their entirety by the Clinic Manager.
In the case of a treatment-related complaint, the matter will be discussed with the relevant practitioner/s and may require you to attend an additional consultation with that practitioner or an alternative member of the clinic’s team. The objective of this is to provide an explanation or a solution to your concerns.
Our aim is to provide you with a full written response within 14 working days or where this is not possible, an explanation as to the cause of the delay.
Stage 2 – Independent Review
If you are dissatisfied, you have the option to escalate your complaint to the Independent Complaints Service. Complaints to the Independent Complaints Service should be in writing within 6 months of the final response letter at stage1.
Book a consultation with a member of our team today to learn how we could enhance and rejuvenate your natural beauty.
All treatments are subject to a satisfactory consultation. Terms and Conditions apply.