BOOKING & CANCELLATION POLICY

At Jocelyn Viglino, we are committed to providing every client with a seamless and high-quality experience. To maintain the highest standards of care, we kindly ask you to review and familiarise yourself with the following clinic policies.

MAKING A BOOKING

Appointments can be made online or by contacting us directly.
A $50 deposit is required for all bookings, including consultations and treatments.
For online bookings, your card details will be stored securely and the deposit processed within 24–48 hours.
If there are insufficient funds and we are unable to contact you, your appointment may be cancelled.
A pre-screening consultation may be completed by phone to ensure suitability for your chosen treatment. If you book online, we’ll contact you to complete this step. Please ensure your contact details are correct and that you are available to answer.
Once your appointment is confirmed, you will receive reminders via SMS and email. If not confirmed within 48 hours of your appointment, it may be cancelled.

CONSULTATIONS

All new or existing clients must attend a consultation prior to receiving any treatment they haven’t had before at our clinic.
If you book a consultation only, your $50 deposit can roll over to a future booking made within 6 months.
If you book a consultation and treatment but decide not to proceed with the treatment, the $50 deposit will be applied as the consultation fee.

SUITABILITY AND PRACTITIONER DISCRETION

Treatment suitability is always at the discretion of the practitioner.
If a treatment is deemed unsuitable for medical or safety reasons, the $50 deposit will be retained as the consultation fee. Your practitioner may suggest alternative treatments or help you reschedule.

TREATMENT PRICING & AVAILABILITY

Some treatments require an in-person consultation to provide accurate pricing.
If suitable and time permits, treatment may be performed on the same day.
If treatment is not performed, your $50 deposit will roll over to your next appointment.

CANCELLATIONS, RESCHEDULING & NO SHOWS

Please notify us as early as possible if you need to cancel or reschedule.
Cancellations or changes within 48 hours of your appointment will result in your $50 deposit being forfeited as a cancellation fee.
Failure to attend without notice will also result in the $50 deposit being forfeited.
After a no-show, full prepayment may be required for future appointments.

LATE ARRIVALS

Arriving more than 10 minutes late may result in your appointment being shortened, rescheduled, or cancelled.
This may result in the forfeiture of your deposit. Please contact us if you are running late, and we’ll do our best to accommodate you.

TREATMENT PACKAGES

Day packages must be used in full on the booked day and cannot be split or shared.
Unused portions will be forfeited.
Prepaid treatment series must be paid in full before starting and are non-refundable for change of mind. Please ensure you’re ready to commit before purchasing.

CLINICAL PHOTOGRAPHY

Clinical photography is a required part of your treatment for safety, progress tracking, and medical documentation.
You’ll be asked to sign a consent form if images are to be used beyond your records.
If you do not consent to clinical photography for documentation purposes, treatment cannot proceed.

CHILDREN-FREE POLICY

To maintain a calm and safe environment, we kindly ask that children under 16 are not brought into the clinic.
Children cannot be left unattended in the waiting area or accompany you into treatment rooms.

REFUND POLICY

As individual responses to treatments vary, outcomes cannot be guaranteed.
Refunds are not available for dissatisfaction with results or change of mind.
Deposits are non-refundable but remain valid for 6 months unless used as a consultation fee.
Our team always recommends treatments that are appropriate and safe for your needs.

PRIVACY & SECURITY

Your personal and payment information is securely stored and handled in compliance with Australian privacy and data protection laws.

FORCE MAJEURE

In the event of unforeseen circumstances beyond our control (such as natural disasters or health restrictions), we will reschedule your appointment at the earliest convenience.
Your deposit will remain valid and transferable to a future date.

RIGHT TO REFUSE SERVICE

We reserve the right to refuse treatment to any client who is disruptive, under the influence of alcohol or drugs, or who does not comply with clinic policies.

CONSENT FOR COMMUNICATION

By booking with Jocelyn Viglino, you agree to receive SMS, email, or phone communications regarding appointment confirmations, reminders, and clinic updates.

PRODUCT USE AND AFTERCARE RESPONSIBILITY

Clients are responsible for following all aftercare instructions and using the recommended products.
Failure to do so may affect treatment outcomes and is not a valid reason for refund or re-treatment.

TREATMENT ADJUSTMENTS

Some treatments may require follow-up visits or adjustments to achieve the best results.
If additional services are required, they may incur extra charges, which will be discussed with you beforehand.

COMPLAINTS AND DISPUTE RESOLUTION

If you are dissatisfied with any aspect of your treatment, please contact us directly so we can resolve your concerns quickly and professionally.
If the issue cannot be resolved internally, we may recommend alternative solutions or refer the matter to a third-party mediator.