Booking, Treatment & Package Policy
At Kaya Beauty Clinic, every appointment is thoughtfully reserved for you. Our booking policy allows us to protect your appointment time, respect our therapist’s schedule and, most importantly, respect the time of every client booked after you.
To maintain a calm, professional and smooth experience, we kindly ask all clients to arrive on time and provide enough notice for any appointment changes.
By booking an appointment, purchasing a prepaid package or treatment program, or buying a gift voucher, you agree to the following terms and conditions.
Reservation Deposit
A 50% deposit is required to secure your booking.
This deposit will be deducted from your treatment cost on the day of your appointment.
Deposits are not refundable for change of mind or late cancellation.
However, your deposit may be transferred to another appointment if you provide at least 24 hours’ notice to reschedule.
If less than 24 hours’ notice is given, or if you do not attend your appointment, your deposit may be forfeited.
Nothing in this policy limits any rights or remedies available to you under Australian Consumer Law.
Appointment Confirmation & Rescheduling
Clients will receive an appointment reminder approximately 24 hours before their appointment.
If you need to reschedule or make any changes to your booking, this must be done before the 24-hour notice period.
Once your appointment is within 24 hours, we are generally unable to reschedule, move or cancel the appointment without forfeiting the applicable deposit or booking fee.
Please understand that calling or messaging at the last moment does not automatically change this policy, as your appointment time has already been reserved and may be difficult to offer to another client at short notice.
We kindly ask all clients to check their appointment details carefully and contact us as early as possible if any changes are required.
Cancellation & No-Show Policy
We kindly ask for at least 24 hours’ notice for any cancellation or appointment change.
Late cancellations, last-minute changes and no-shows affect our ability to offer that appointment time to another client.
If you cancel within 24 hours of your appointment or do not attend your appointment, your deposit or booking fee may be forfeited.
Exceptional circumstances may be considered by Kaya Beauty Clinic on a case-by-case basis.
Late Arrival Policy
Please arrive on time for your appointment.
Late arrivals may result in a shortened treatment time. As we often have clients booked back-to-back, we cannot delay the next client’s appointment because another client arrives late.
If there is not enough time to complete your treatment safely and to Kaya Beauty Clinic’s professional standard, your appointment may need to be rescheduled.
In this situation, your original deposit may be forfeited and a new deposit may be required to secure another appointment.
This policy is in place to respect all clients’ time and to ensure every treatment is performed with the care, attention and quality Kaya Beauty Clinic is known for.
Consultation & Informed Consent
To provide the safest and most suitable treatment, we require accurate information during your consultation and consent process.
Please inform us of any medical conditions, medications, allergies, pregnancy, recent procedures, skin sensitivity, current products or anything else that may affect your treatment.
Not every treatment or product is suitable for every client.
Treatment plans, settings, products and treatment intervals may be adjusted according to your skin or scalp condition, treatment suitability and professional assessment.
Results may vary depending on factors including your skin condition, hair condition, lifestyle, medical history, home care and consistency with the recommended treatment plan.
While all due care and professional skill are used, clients are responsible for providing honest and complete information before treatment.
Mobile Phones
To maintain a calm, professional and hygienic environment, we kindly ask that phones are placed on silent during your appointment.
This allows your therapist to perform your treatment without interruption and helps maintain a peaceful experience for all clients.
Children & Babies
For safety reasons, children and babies are not permitted in treatment rooms and cannot be supervised at reception during your appointment.
This policy helps us maintain a peaceful environment and ensures the safety of children, clients and staff.
Treatment Packages & Program Terms
Kaya Beauty Clinic treatment packages are designed as structured treatment programs, not as open-ended prepaid credit.
Some treatment programs are offered at package pricing because they are intended to be completed within a recommended treatment period.
By purchasing a package or treatment program, you agree to follow the applicable commencement period, treatment schedule and package validity.
Starting Your Treatment Program
Unless otherwise stated, your first treatment should normally commence within 7 days of purchasing your package, subject to appointment availability and treatment suitability.
Clients are encouraged to consider their availability before purchasing a treatment program.
If Kaya Beauty Clinic is unable to provide a suitable appointment within the initial commencement period, the commencement date may be adjusted accordingly.
If your therapist recommends delaying treatment for a skin, scalp, medical or treatment-suitability reason, the practitioner-directed delay will be taken into consideration when determining the applicable treatment period.
Current Package Validity Periods
Express Skin Renewal — 4 Visits
The first treatment should normally commence within 7 days of purchase.
All four treatments must be completed within 8 weeks from the first treatment.
Appointments are generally planned approximately fortnightly, subject to your skin condition and treatment suitability.
The program currently includes:
Two superficial chemical peel appointments
Two Express Hydra-Dermabrasion appointments
Signature Microneedling — 3 Sessions
The first treatment should normally commence within 7 days of purchase.
All three treatments must be completed within 12 weeks from the first treatment.
Treatment spacing will be determined by your therapist according to your skin condition, recovery and suitability.
Firming & Skin Support — 6 Sessions
The first treatment should normally commence within 7 days of purchase.
All six treatments must be completed within 12 weeks from the first treatment.
Appointments should be scheduled according to the treatment plan recommended by your therapist.
Hair & Scalp Recovery — 3 Sessions
The first treatment should normally commence within 7 days of purchase.
All three treatments must be completed within 12 weeks from the first treatment.
Treatment intervals may be adjusted according to your scalp condition and professional assessment.
Hair & Scalp Recovery — 6 Sessions
The first treatment should normally commence within 7 days of purchase.
The six-session program must be completed within 6 months from the first treatment.
Your treatment schedule and progress will be reviewed throughout the program.
Exosome Scalp Renewal — 5 Sessions
The first treatment should normally commence within 7 days of purchase.
The five-session program must be completed within 6 months from the first treatment, subject to the treatment protocol and practitioner-recommended spacing.
Where the professional protocol for a selected exosome treatment requires a different interval, the clinically appropriate treatment schedule advised by Kaya Beauty Clinic will apply.
Future Packages & Promotional Programs
Any new package or promotional treatment program introduced by Kaya Beauty Clinic may have its own treatment frequency and validity period.
The specific validity period stated on the package, promotion, treatment plan or at the time of purchase will apply.
Package-specific terms form part of the purchase agreement.
Package Appointment Days
Treatment packages and prepaid treatment programs cannot be redeemed on Sundays.
Package appointments must be booked on Kaya Beauty Clinic’s available package-treatment days and remain subject to appointment availability, treatment suitability and the required treatment schedule.
Clients are responsible for booking their package appointments early enough to complete the program within the applicable validity period.
Sunday availability does not pause, extend or change the expiry date of a treatment package.
Holidays, Travel, Work & Special Events
Please consider your availability before purchasing a treatment package.
This includes:
Holidays
Overseas or interstate travel
Work commitments
Weddings
Festivals and special events
Family commitments
Personal scheduling preferences
These circumstances do not automatically pause or extend a treatment package.
Packages cannot be held indefinitely so that individual treatments can be saved for a wedding, festive event, holiday or another future occasion.
If you know that you will not be available to follow the recommended treatment schedule, please discuss this with Kaya Beauty Clinic before purchasing your package.
Package Extensions
Package extensions are not automatic.
Kaya Beauty Clinic may consider a reasonable extension in exceptional circumstances, including:
A documented medical reason
Practitioner-directed postponement
A treatment-related contraindication
Circumstances where Kaya Beauty Clinic is unable to provide the scheduled treatment
Supporting documentation may be requested where appropriate.
Personal travel, work commitments, holidays, social events or general inconvenience do not automatically qualify for an extension.
Any approved extension applies only to the affected package and does not create an ongoing entitlement to further extensions.
Rescheduling Package Appointments
You must provide at least 24 hours’ notice to reschedule a prepaid treatment appointment.
Rescheduling a treatment does not automatically extend the package expiry date.
Clients are responsible for arranging their appointments early enough to complete the full program within the applicable validity period.
We strongly recommend booking your next appointment in advance, particularly for programs requiring regular treatment intervals.
Late Cancellation & Missed Package Sessions
If you cancel a prepaid treatment within 24 hours of your appointment or do not attend your appointment, the scheduled treatment session may be treated as used and deducted from your package.
This is because that appointment time has been reserved specifically for you and may not be able to be filled at short notice.
Exceptional circumstances may be considered on a case-by-case basis.
Expired Treatment Packages
Unused treatments remaining after the applicable package validity period will expire unless an extension has been approved by Kaya Beauty Clinic.
Expired treatments are not automatically converted into clinic credit.
Clients are responsible for scheduling their appointments within the applicable program timeframe.
Package Transfers & Exchanges
Treatment packages are purchased for the individual client named at the time of purchase.
Packages cannot normally be:
Transferred to another person
Shared between clients
Exchanged for cash
Swapped for unrelated treatments
Separated and used as open-ended clinic credit
Any exception must be approved by Kaya Beauty Clinic.
Package Pricing & Promotions
Package pricing is offered on the basis that the treatments form part of the stated program and are completed within the required timeframe.
Packages cannot be combined with another discount, promotion, voucher or special offer unless Kaya Beauty Clinic expressly states otherwise.
Promotional packages may have shorter validity periods where this is clearly stated at the time of purchase.
Change of Mind & Package Refunds
Treatment packages are not ordinarily refundable because a client:
Changes their mind
Changes their personal schedule
Becomes unavailable
Travels
Becomes busy with work or family commitments
Wants to save treatments for a future event
Decides not to complete the recommended program
This does not exclude, restrict or modify any rights or remedies available under Australian Consumer Law.
If Kaya Beauty Clinic is unable to provide a purchased service, or if another remedy is required under Australian Consumer Law, the matter will be handled according to the circumstances and applicable consumer rights.
Gift Voucher Policy
Gift vouchers are a beautiful way to treat someone special to a Kaya Beauty Clinic experience.
Gift vouchers are valid for the dollar value or treatment stated on the voucher and must be presented at the time of booking or appointment.
Standard purchased gift vouchers will have a validity period that complies with applicable Australian gift-card laws, including the minimum expiry period required by law unless a legal exemption applies.
Gift vouchers:
Cannot be exchanged for cash
Must be used by the intended recipient unless Kaya Beauty Clinic approves a transfer
Cannot be used after their applicable expiry date
Cannot be replaced if lost, stolen or fraudulently used where the voucher cannot reasonably be verified
Remain the responsibility of the purchaser or recipient once issued
Where a gift voucher has a remaining dollar-value balance after a treatment, the remaining balance may continue to be used until the voucher expires, subject to the terms of the voucher.
If your voucher is for a specific treatment and you would prefer another service, Kaya Beauty Clinic may allow the voucher value to be used towards another suitable treatment of the same or higher value.
If the selected treatment costs more than the voucher value, the remaining amount must be paid by the client.
Treatment suitability still applies to services purchased using a gift voucher.
Online Gift Voucher Purchases
Gift vouchers purchased online are sent by email only to the email address provided at checkout.
Please ensure all details are entered correctly before completing your purchase.
The purchaser is responsible for providing the correct email address.
If an incorrect email address has been entered, please contact Kaya Beauty Clinic as soon as possible. Where the purchase can reasonably be verified, we will assist where possible.
If you do not receive your online voucher, please check your junk or spam folder before contacting us.
Group Bookings
For bookings of two or more people, the reservation policy applies to each person individually.
If one person in the group needs to cancel or reschedule, at least 48 hours’ notice is required for their deposit to be transferred.
Less than 48 hours’ notice may result in that person’s deposit being forfeited.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
Where Australian Consumer Law provides a client with a right to a refund, replacement, repeat service or another remedy, those rights will continue to apply regardless of the terms contained in this policy.
Agreement
By booking an appointment, purchasing a prepaid treatment, purchasing a treatment package or buying a gift voucher from Kaya Beauty Clinic, you agree to this Booking, Treatment & Package Policy and any package-specific terms clearly provided to you at the time of purchase.
We encourage clients to review treatment timeframes, available package appointment days and their personal availability before purchasing a treatment program.
Kaya Beauty Clinic reserves the right to update its policies from time to time. Any changes will not remove rights already available to clients under Australian Consumer Law.