Cancellation & Refund Policy
Appointment confirmation, cancellation & refund policy
When booking an appointment you are requested to provide credit card details or a 30% deposit as a guarantee of your appointment. If you cancel your appointment within 24 hours of your booking date, or do not show for your scheduled appointment, you will be charged a $150 cancellation fee, and a $250 cancellation fee for cosmetic aesthetic appointments.
Refunds will be provided where required under Australian Consumer Law.
Appointment, cancellation and rescheduling
At Avesa Health, every appointment is reserved specifically for the patient booked into that time. Many cosmetic and skin appointments require practitioner time, room allocation, equipment setup, clinical preparation and, in some cases, products or consumables that cannot easily be reallocated at short notice.
This policy is designed to be firm enough to protect appointment availability, while still allowing reasonable flexibility where a patient genuinely needs to reschedule. Where possible, Avesa Health prefers to reschedule rather than cancel.
Minimum notice periods
| Appointment type | Minimum notice |
|---|---|
| Free skin analysis, complimentary consultation or brief review | 24 hours |
| Paid consultation or standard skin treatment | 48 hours |
| Longer / device-based treatment, cosmetic injectable consultation, treatment involving room or equipment allocation | 72 hours |
| Package treatment, prepaid session, group booking, or appointment over 60 minutes | 72 hours |
If the required notice is provided, any deposit or prepaid amount will usually be transferred to the new appointment unless different written terms were agreed at the time of booking or package purchase.
Free consultations
Avesa Health does not charge a cancellation fee for a free consultation or complimentary skin analysis unless a booking deposit was taken at the time of booking. If a deposit was taken and the patient cancels late, repeatedly reschedules late or does not attend, the deposit may be retained. If adequate notice is provided, the deposit will usually be transferred to a new appointment.
Late cancellations and non-attendance
A late cancellation is a cancellation or rescheduling request made with less than the minimum notice period set out above. A no-show occurs when a patient does not attend the appointment and does not contact Avesa Health before the appointment time.
Late cancellations and no-shows may result in a deposit being retained, a prepaid session being forfeited, or a cancellation fee being charged where the fee was disclosed before booking.
Genuine illness, emergency or safety-based rescheduling
Patients should not attend treatment when they are unwell or unsafe to treat. This includes active infection, cold sores, fever, recent significant sun exposure, recent medical changes, new medications, or pregnancy or breastfeeding status changes. If rescheduling is required for genuine illness, emergency or clinical safety reasons, Avesa Health will usually aim to transfer the appointment, deposit or prepaid session where reasonable.
Repeated late changes
Repeated late cancellations, repeated short-notice rescheduling or repeated non-attendance may result in full prepayment before future bookings, a higher booking deposit, limited appointment availability, loss of online booking access, or refusal of further bookings until outstanding amounts are resolved.
This policy is a working draft and should be reviewed by the relevant treating practitioners, insurer and legal adviser before publication.