Cancellation policy.

Seven days, for consultations and treatments alike.

That is longer than most clinics ask, and the reason is worth stating rather than leaving you to assume it is severity for its own sake: we are currently booking eight weeks or more ahead. Everyone who wants an appointment has already made one. So a slot given up inside a week is not offered to someone else — it is simply empty, because the people who would have taken it are booked into October.

The reason is capacity, not punishment. A consultation holds ninety minutes of a registered nurse’s day. With enough notice, that time can be offered to someone else, and you can rebook when it suits you — without a fee, and without explaining yourself.

A $150 booking fee secures every appointment and is paid when you book. For a treatment it is the first $150 of the price, with the balance settled when you finish. For a consultation it is the consultation fee — $150 is what the appointment costs, and the written plan is yours whether or not you book anything afterwards.

Move the appointment with seven days’ notice or more and the fee moves with it, as many times as you need. Inside seven days, or if you do not arrive, the fee is forfeited — $150, the same figure whether it was a consultation or a treatment. There is no second, separate fee and nothing is charged to a card afterwards.

Whatever the answer, it will be stated here in plain figures, the same way every price at Glow is published. No surprises at the desk.

Call us — 0466 310 045. Up to fifteen minutes late and we will usually still see you, though the appointment may be shorter for it. Past fifteen minutes, if there is not enough time left to do the work properly, the appointment is rebooked and the booking fee is retained. We would rather move you than rush you: a compressed consultation is a worse consultation, and a treatment done against the clock is the one thing we will not do.

A ninety-minute consultation needs its ninety minutes. A late start may mean rebooking rather than rushing the assessment — a shortened assessment isn’t one we’d put a plan on.

Stay home, and call us. We would rather move your appointment than have you push through — and some treatments shouldn’t go ahead on unwell skin anyway.

The booking fee is non-refundable. If something happens and you can’t make it, ring us — we may be able to move it once, and that’s decided at the time. We don’t ask for a medical certificate.

If we have to cancel — illness on our side, or an equipment issue — we contact you as early as we can, and you choose: a full refund of what you have paid, or the next available time, offered to you before it goes to anyone else. You have already paid in full by then, so it is your money and your decision rather than a credit we hand you.

Sometimes a nurse will decide on the day that a treatment should not go ahead — most often because skin is inflamed, broken or flaring, and the treatment would make it worse rather than better. It is a clinical call and it is not negotiable, but it should never cost you anything.

Your booking deposit carries over to the rescheduled appointment. If you would rather have it back, say so and it is refunded in full — no reason needed and no discussion.

You still have your consultation and your written plan, and the treatment fee itself is never charged for something that did not happen. One treatment, on one day, is deferred. Nothing else is.

It is also why we ask about diagnosed skin conditions before your appointment rather than at it. Telling us costs you nothing — and it means nobody finds this out sitting in the chair. More on what changes what is available on Can I have this?→

A phone call is the fastest way to cancel or move an appointment. If we miss your call, leave a message — the time it was left counts as your notice.