Appointment Cancellation Policy
At Hydra Skin Spa Beauty
Hydra Skin Spa Beauty Policy
We prioritise providing timely, high-quality care to all clients while respecting our team’s professional time. This policy ensures fairness for both clients and our practitioners.
1. Cancellation & Rescheduling Timeframes
To avoid penalties, clients must cancel or reschedule appointments within the following windows:
- 24 hours or more before the appointment: No charge. Rescheduling is free and can be done via phone (0493 713 518), or our booking portal.
2. Late Arrivals
- We allow a 10-minute grace period for late arrivals. If you arrive more than 10 minutes late, we may need to shorten your service (no price adjustment) or reschedule your appointment.
- Please call ahead if you anticipate being late, we will do our best to accommodate you.
3. Policy Enforcement
- Repeat no-shows or with 24 hours cancellation or rescheduling (3+ within 6 months), we will require a $50 deposit for future appointments.
We understand unexpected circumstances arise, please communicate with us promptly, and we will work with you whenever possible. For questions, contact 0493 713 518 or hydraskinspabeauty@gmail.com.
Refund Policy for Prepaid treatments and Packages
- Our treatments and products may not be suitable for everyone. While we work with care and professionalism, it is your responsibility to decide whether a treatment or product is right for you.
- To help us provide safe and effective services, please make sure you complete all consent forms honestly and let us know about any conditions or factors that may affect your treatment. We also encourage you to discuss your goals with your therapist so we can set realistic expectations together.
- Pre-paid treatment packages include discounted pricing. All pre-paid treatments are non-refundable and non-transferable to another person or service. Each package has its own expiry date—please check the promotion details before purchasing.
- If you cancel within 24 hours of your appointment or do not attend, we reserve the right to process the booked pre-paid treatment as complete as the cancellation fee.
- By purchasing pre-paid treatments and packages, you agree to these terms.
Product Refund Policy
1. Eligibility for Refunds
To qualify for a refund, all of the following conditions must be met:
- The request is submitted within 14 days of purchase (proof of delivery may be required).
- The product is in unused, unopened, and resalable condition (original packaging, seals, and labels intact; no damage to boxes or bottles).
- You provide a valid proof of purchase (order confirmation email, receipt, or order number).
- Products marked as "final sale" or "non-refundable" at the time of purchase.
2. Refund Exceptions (Ineligible Scenarios)
No refunds will be issued if:
- The product was opened, used, or tampered with (e.g., broken seals, missing components, used product residue).
- The request is made after the 14 day of purchase.
- The product was damaged due to improper storage, handling, or misuse (e.g., exposure to extreme temperatures, contamination).
- The issue is a "change of mind" (e.g., dislike of scent, texture, or personal preference) for opened products.
In rare instances, customers may experience sensitivity or an adverse reaction to a product. If this happens, please discontinue use immediately and contact us via SMS on 0493 713 518 so we can assist you promptly.
To be eligible for a refund, the product must be returned with at least 80% of its contents remaining. We also require proof of purchase and evidence of the reaction—such as a clear photo—to support your claim.
3. Defective/Damaged/Incorrect Products
If you receive a product that is:
- Defective (e.g., broken pump, leaking bottle, expired formula).
- Incorrect (e.g., wrong product, wrong shade).
Please contact us within 7 days with photos of the product, packaging, and proof of purchase. We will replace the product.
4. Contact Us
For questions about refunds, email hydraskinspabeauty@gmail.com or SMS 0493 713 518 (Mon–Fri, 9:00 AM–7:00 PM).
We reserve the right to update this policy without prior notice; the latest version will be posted on our website.