FREQUENTLY ASKED QUESTIONS

1. Appointments and Cancellations

 

1.1 Appointments must be booked in advance and are subject to availability. You can be added to a waitlist and will be contacted should an appointment become available.

 

1.2 Clinic Cancellation and Refund Policy

 

Effective as of 04 September 2025

At our clinic, we value your time and ours. To provide the best service to all patients, we maintain a structured refund policy for cancellations. Please note that certain services require a deposit that may be the full cost of the service. The following terms apply to cancellations:

 

i - Cancellation within 72 hours (3 days) before your appointment

• If you cancel more than 72 hours in advance, your deposit will be refunded in full.

ii - Cancellation within 48–72 hours (2–3 days) before your appointment

• If you cancel between 48 hours and 72 hours prior to your appointment, 50 % of your deposit will be retained, and the remaining 50 % will be refunded.

• This covers preparation costs and time reserved for your appointment.

iii - Cancellation within 24–48 hours (1–2 days) before your appointment

• If you cancel between 24 hours and 48 hours prior to your appointment, the full deposit will be retained.

• For services where the deposit equals the entire service cost, this means the service fee is non-refundable.

iv - Cancellation within 24 hours (less than 1 day) before your appointment

• Cancellations made less than 24 hours before the scheduled appointment time will result in the deposit being non-refundable.

• This includes any deposit that represents the full service cost.

 

1.2 No-shows

• Failure to attend a scheduled appointment without prior notice is treated the same as a cancellation within 24 hours, and the deposit is non-refundable.

 

1.3 Rescheduling

• We understand plans can change. If you reschedule more than 48 hours before your appointment, your deposit can be transferred to the new appointment.

• Rescheduling within 48 hours may be treated as a cancellation and subject to the applicable retention fee.

 

By booking an appointment with us, you acknowledge and agree to this cancellation and refund policy. If you have any questions, please contact our administrative team for assistance.

 

1.4 Dr Eve Skin reserves the right to cancel or reschedule appointments due to unforeseen circumstances. Clients will be notified as soon as possible and offered an alternative appointment.

 

 

2. Treatment Courses

 

2.1 Treatment courses must be paid in full at the time of booking unless otherwise agreed. Deposit only required prior to appointment or a payment plan is in place.

 

2.2 Treatment courses are non-transferable and must be completed within the specified timeframe.

 

2.3 Unused treatments in a course cannot be exchanged for other services or products.

 

 

3. Payment, Deposits & Refunds

 

3.1 Deposits

• A deposit is required when scheduling certain services. For some services, the deposit may equal the full cost.

• Deposits secure your appointment time and allow us to allocate resources for your visit

 

3.2 A deposit may be required to secure an appointment for certain treatments. This deposit is non-refundable unless the appointment is cancelled with at least 24 hours' notice.

 

3.3 Refunds are not provided for completed treatments or partially used treatment courses unless there is a medical reason substantiated by a doctor’s note.

 

 

4. Treatment Suitability

 

4.1 Our practitioners will assess the suitability of treatments during the consultation. If a treatment is deemed unsuitable, we will provide an alternative recommendation or refund any payments made for the unsuitable treatment.

 

4.2 Clients must disclose all medical conditions, allergies, and medications during the consultation. Dr Eve Skin is not liable for any adverse reactions resulting from undisclosed information.

 

 

5. Commercial Products for Sale

 

5.1 All products for sale at Dr Eve Skin are subject to availability.

 

5.2 Products can be returned or exchanged within 14 days of purchase, provided they are unopened, unused, and in their original packaging. Proof of purchase is required.

 

5.3 Refunds for returned products will be processed within 14 days of receiving the returned product.

 

 

6. Liability

 

6.1 Dr Eve Skin practitioners are qualified and certified to perform treatments offered. 

 

6.2 Dr Eve Skin is not liable for any adverse outcomes resulting from treatments if clients fail to follow pre- and post-treatment instructions.

 

6.3 Liability for personal belongings is not accepted. Clients are advised to keep their belongings secure during appointments.

 

 

7. Complaints

 

7.1 We strive for customer satisfaction. If you are unhappy with any aspect of our service, please notify us immediately.

 

7.2 Complaints must be submitted in writing within 7 days of the incident. We will acknowledge receipt of your complaint within 3 business days and aim to resolve it within 14 business days.

 

7.3 If a resolution cannot be reached, we may refer the complaint to an independent mediator. Please see our complaints procedure for further details.

 

 

8. GDPR

 

8.1 Dr Eve Skin complies with the General Data Protection Regulation (GDPR).

 

8.2 We collect and process personal data to provide services, maintain records, and ensure compliance with legal obligations.

 

8.3 Clients have the right to access, rectify, or delete their personal data. Requests should be made in writing to our data protection officer at [admin@dreveskin.com].

 

8.4 Personal data is stored securely and will not be shared with third parties without explicit consent, except where required by law.

 

8.5 Our privacy policy provides detailed information on how we handle personal data and can be accessed on our website or upon request at the clinic.

 

 

 

For any queries regarding these terms and conditions, please contact us at: admin@dreveskin.com

 

By booking an appointment or purchasing products from Dr Eve Skin, you agree to these terms and conditions.