Thrive Terms & Conditions

Current as of 11 October 2026

We're a small, independent clinic, and when you book, that time is set aside for you. These terms explain how bookings, payments, cancellations and refunds work.

Booking and consultations: Every new patient needs a consultation before treatment, so that we can make sure a treatment is suitable for you. Consultation fees are separate from treatment fees unless stated otherwise.

Consultation payments: We take the full consultation fee when you book. This payment is non-refundable, but can be transferred to a new appointment if you give at least 48 hours' notice. Cancellations within 48 hours, or not attending, forfeit the payment. Medicare rebates, where they apply, are processed after your consultation.

Treatment deposits: To secure a treatment booking, we take either a deposit or a credit card, which is stored securely on file. By booking, you agree to our cancellation policy.

Cancellations and no-shows: Please give us at least 48 hours' notice if you need to cancel or move your appointment. You can do this yourself in the Timely app, or by email or phone during business hours. If you have a Monday appointment, please let us know by Friday afternoon.

If you cancel a consultation within 48 hours or don't attend, your payment is kept as a cancellation fee.

For treatments, the cancellation fee is 50% of the treatment price, with a minimum of $125 for every 15 minutes booked and a maximum of $500. The fee is never more than the full price of the treatment. Your deposit is kept, or the fee is charged to the card on file. We'll confirm the amount when you book.

If you miss or change an appointment within 48 hours three times, we may ask you to pay for any treatment in full when you book future appointments.

Appointment reminders: We'll email you 5 days before your appointment and text you 72 hours before. Please reply Yes or No to the text. If you don't receive a reminder, please call us to check your details.

We don't use Facebook or Instagram for bookings or to discuss medical matters.

Before laser and IPL treatment: Please avoid spray tans and self-tan on the treatment area for 3 weeks before your appointment. If you arrive with tanned skin, we won't be able to treat you safely, and the cancellation fee will apply.

Arriving late: If you're running late, please text us on 0404 123 781 or email info@thriveskinclinic.com.au, as our phone is often on the answering service while we're with patients. If you arrive within 15 minutes of your appointment time, we'll treat you in the time remaining, which may mean we can't complete the full treatment. If you're more than 15 minutes late, we may need to cancel your appointment, and the cancellation fee will apply.

New patients, please arrive 10 minutes early to complete your paperwork.

In the clinic: Please set your phone to silent when you arrive. For safety reasons, children aren't permitted in treatment rooms, and our team can't supervise children in the waiting area, so please don't bring them with you. This is your time.

We use video surveillance in our public areas for the safety of patients and staff.

We don't tolerate harassment of our team in any form. If it happens, we'll let you know by email that we can no longer book you in, and we'll provide a handover letter to another provider if you need one. We may also decline to provide a treatment or service if we don't think it's appropriate or safe for you.

Payments: We accept cash, debit cards, Visa, Mastercard and PayID. We also offer ZipPay, which needs you to set up your own account before your appointment. We don't accept American Express.

Your results: Everyone's skin is different, so results vary from person to person and from one course of treatment to the next. If things change, we'll talk with you about the options that are right for you.

Refunds: We don't offer refunds if you change your mind about a consultation, treatment, package, membership or product. This doesn't affect your rights under the Australian Consumer Law. If a product is faulty or a service hasn't been provided with due care and skill, you may be entitled to a refund, replacement or repair.

If you react to a product, please stop using it, call us and take photos. We'll help you report it to the manufacturer.

Packages and pre-paid treatments: Pre-paid treatments expire 12 months from purchase, unless stated otherwise (for example, Healite post-procedure packs are for use within 2 weeks of the procedure), and can't be transferred to someone else or swapped for other treatments. If there's a medical reason you can't continue, we may offer an alternative treatment or pause your package once, for up to 12 months. We may ask for supporting documentation.

The cancellation fee for a package treatment is the price of that single treatment.

Promotions and gift vouchers: Promotional offers can't be combined with other offers, transferred or exchanged for credit, and are limited to one per person unless stated. Promotional offers are valid for the period shown in the offer.

Gift vouchers you buy are valid for 3 years from purchase. They can't be refunded, exchanged for cash or transferred, and lost or stolen vouchers can't be reissued.

Complimentary vouchers, such as new patient, birthday and referral vouchers, are free and valid for 3 months from the date issued, as shown on the voucher. They're limited to one per person (one birthday voucher per year), can only be used on full-priced, non-medical skin treatments valued over $200, and can't be exchanged for cash or products. Only one complimentary voucher can be used per visit, so they can't be combined with each other (for example, a birthday voucher and a new patient voucher) or with any other offer. They can't be used towards medical or prescription treatments, such as anti-wrinkle injections.

Memberships: Memberships are personal and can't be transferred. See our membership page for its specific terms. Our standard booking and cancellation terms apply to all membership appointments.