Policy
We would rather set expectations clearly at the start than manage disappointment later. This sets out how we handle bookings, changes, courses, and the rare occasion when a treatment does not go the way any of us hoped. Please read it before you book.
01 · Securing your appointment
Credited in full toward your treatment
A $50 deposit confirms your appointment and is credited in full against whatever you have on the day. It is not an additional charge. We hold a dedicated session for you rather than running a waiting room, which is why the time has to be committed on both sides.
We cannot accommodate walk-ins. Every appointment is a reserved session with your nurse.
Please arrive ten minutes early for your first visit. There are consent and screening forms to complete, and we would rather you were not rushing through them.
Treatment is available to clients aged 18 and over. We cannot proceed until your consent form and wellbeing screening are complete, and we cannot proceed on the basis of information that turns out to be incomplete.
02 · Changes, cancellations and late arrival
For everyone, every time. This is how a single-nurse clinic stays viable, and it is the same standard used across the industry.
Move or cancel at no cost. Your deposit carries across to the new appointment, or is refunded in full if you would rather not rebook.
The deposit is forfeited. At that point the session cannot realistically be offered to anyone else, and the amount reflects what that empty appointment costs us rather than being a penalty.
If you hold a prepaid course, we may instead redeem one session from it.
Deposits for missed appointments are not refunded. Where there is a pattern of missed or late-cancelled appointments, we may ask for the full treatment fee in advance before booking you again.
We will do what we can, but treatments cannot be rushed. If you arrive late we may need to shorten your treatment or reschedule it, and the appointment is still charged. Where lateness means we cannot treat you safely, the appointment is treated as a cancellation within 24 hours.
We are not machines about this. Sudden illness, a family emergency, an accident. Tell us what happened and we will look at it properly rather than pointing at the clock.
03 · If we decide not to treat you
Some people are not suitable candidates, and some are not suitable candidates today. Pregnancy, breastfeeding, certain medical conditions or medications, an active skin infection, or an expectation of a result a treatment cannot deliver. If we assess you and decline to proceed, you get the whole deposit back.
That includes the times we say no and you disagree with us. Declining to treat is a clinical judgement, and we would rather lose the booking than make a decision we cannot stand behind.
You are under no obligation to proceed after your assessment. If you decide against treatment on the day, the deposit is credited toward a future appointment within twelve months.
If it becomes clinically inappropriate to continue treating you, or if conduct toward our staff makes it unreasonable to do so, we may end the treating relationship. Where that happens, anything you have paid for and not received is refunded.
04 · Results and expectations
The honest part of this document.
Your anatomy, skin, muscle strength, health history and how your body responds to a treatment all shape the result. Two people given identical treatment can end up looking different. We discuss what is realistic for you before anything proceeds, and we put it in writing. We cannot guarantee a specific outcome, and no clinic honestly can.
Complete disclosure on your consent and screening forms, and at every subsequent visit. Medicines, supplements, allergies, cold sore history, skin conditions, recent dental or cosmetic procedures, and any history of unusual scarring or bruising. A result affected by something you did not tell us is not something we can be responsible for.
Following your written aftercare also matters. Some outcomes depend on it.
Once a treatment has been given, the product has been used and the appointment has taken place. A change of mind, a change in personal circumstances, or a result that is clinically sound but not what you had pictured, is not grounds for a refund of the treatment fee.
That is not the end of the conversation, though. It is the beginning of the one in Section 05.
Most treatments are not finished on the day. Some develop over two weeks, some settle over a month, some build across a course. We will tell you which applies to yours, and your review is booked for the point where the result can fairly be assessed.
05 · If you are not happy
Call the clinic. Do not sit with it, and do not wait for your review if something is worrying you. Most concerns are easier to address in the first week than in the fourth.
Included with every treatment. We look at how it has settled, compare it against the plan we agreed, and decide together whether an adjustment is appropriate. Where it is, an allowance is included at no charge.
If the review does not resolve it, your nurse escalates to our prescribing doctor. You will receive a written outcome, normally within fourteen days. Where an adverse event needs proper investigation, that can take up to twelve weeks, and we will keep you updated while it is underway.
Where the outcome falls short of the care and skill you were entitled to, we correct it at no charge, or refund, or both. We decide that on the clinical facts, not on how loudly it is raised.
A departure from our own protocol. A product or equipment fault. An adverse event linked to our care. A treatment not delivered as described. In these situations you should not have to make a case for it.
06 · Courses, packages and gift cards
Course pricing is lower per session because it reflects a completed course. That discount is the reason the terms below are firmer than for a single appointment.
Courses are paid in full at purchase, which is what allows the course rate to be offered. A course belongs to one person and cannot be transferred or split between people, because the plan is built around one set of clinical needs.
Courses are not refunded because you change your mind, or because your circumstances change. Where there is a genuine reason you cannot continue, talk to us. We can usually credit the unused sessions toward other treatments, and we would rather find something that works than have you write it off.
A course at a glance
Course sessions are valid for twelve months from purchase. If you are approaching that date with sessions left, contact us before it passes and we will work out how to use them.
If we become unable to deliver the remaining sessions, including where your nurse is unavailable and you would rather not be treated by someone else, or if it becomes clinically inappropriate to continue, the unused portion is refunded in full at the price you paid.
Valid three years from purchase and transferable, but not redeemable for cash. Treatment still depends on the recipient being assessed as suitable.
07 · Payment and products
08 · Your rights
Nothing in this policy limits them
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to services provided with due care and skill, fit for the purpose we agreed, and delivered within a reasonable time. Where we fall short of that, your remedies under the law apply regardless of anything written above, including anything written about courses.
You can raise a concern with the ACT Human Rights Commission, which handles health service complaints in the Territory, or with the Australian Health Practitioner Regulation Agency about the conduct of a registered practitioner. We will give you their details, and we will not make it difficult.
Call 0402 197 578 or email customer@auraseoul.com.au. We would rather answer a question before your appointment than after it.