Terms & Conditions of Service
These Terms and Conditions govern all services provided by Looks by Brooke Clinic ABN [insert ABN] ("the Clinic," "we," "us," "our") to you ("the Client," "you," "your"). By making a booking, attending an appointment, or purchasing any product or service, you acknowledge that you have read, understood, and agree to be bound by these terms.
1. Scope of Services
Looks by Brooke Clinic provides cosmetic and aesthetic treatments including, but not limited to:
These terms apply to all services listed above and any additional services offered by the Clinic from time to time. Specific service conditions are outlined in Section 8.
2. Booking & Appointments
All appointments must be booked in advance through our online booking system, by phone, or in person. By completing a booking, you enter into an agreement with the Clinic to receive the specified service at the agreed date and time, subject to these terms.
Deposits
A deposit may be required to secure your appointment. Deposit amounts vary by service and will be clearly communicated at the time of booking. When you book online, your card details are held securely as a guarantee. No charge is processed at the time of booking unless the service is a specialised treatment requiring a non-refundable deposit (see Section 8).
Confirmation
You will receive a booking confirmation via email or SMS. It is your responsibility to review the details and notify us immediately of any errors. Appointment reminders are sent as a courtesy and do not affect your obligations under these terms.
3. Client Responsibilities
You agree to:
- Provide accurate, complete, and truthful information on all consultation and consent forms.
- Disclose all relevant medical history, medications, allergies, skin conditions, and any other information that may affect the suitability or safety of treatment.
- Follow all pre-treatment and post-treatment care instructions provided by the Clinic.
- Arrive on time for your scheduled appointment.
- Notify the Clinic immediately if your health circumstances change between booking and your appointment.
4. Late Arrivals
Please arrive at least 5 minutes prior to your appointment. New clients or those receiving a new treatment should arrive 10 minutes early to complete consultation and consent forms.
If you arrive more than 15 minutes late, we may not be able to deliver your full treatment. In this case:
- We will attempt to provide a modified service within the remaining time, or
- Your appointment may be treated as a late cancellation and you may be charged accordingly.
5. Right to Refuse Service
The Clinic reserves the right to refuse, modify, or discontinue any treatment at any time if, in the professional opinion of the treating clinician:
- The treatment is not clinically suitable or safe for you.
- Required consent forms or medical disclosures have not been provided.
- You are under the influence of alcohol or drugs.
- Your behaviour is abusive, threatening, or disruptive.
- Proceeding would compromise the quality or safety of the outcome.
Where treatment is refused for clinical reasons, no cancellation fee will apply and any deposit will be refunded in full. Where treatment is refused due to client conduct or non-compliance, cancellation fees may apply.
6. Results & Outcomes
All cosmetic and aesthetic treatments involve variables that affect individual outcomes, including skin type, skin condition, lifestyle, adherence to aftercare, and individual healing responses. Specific outcomes cannot be guaranteed.
Photographs or images displayed in the Clinic or online are examples of past work and are for illustrative purposes only. They do not constitute a guarantee of identical results. We encourage realistic expectations and open dialogue during your consultation.
7. Intellectual Property & Photography
Before and after photographs may be taken for clinical records. With your written consent, images may also be used for marketing, educational, or portfolio purposes. You may withdraw marketing consent at any time by notifying us in writing.
All content, branding, and materials produced by the Clinic remain the intellectual property of Looks by Brooke Clinic.
8. Service-Specific Conditions
Scalp Micropigmentation (SMP)
- SMP is delivered across 2 to 4 sessions spaced 7 to 14 days apart. Each session is booked and charged individually unless a package price has been agreed.
- A non-refundable deposit is required to secure each session.
- A follow-up session within 12 months of the final treatment is included. Sessions outside this window may incur additional fees.
- Results are semi-permanent (typically 4 to 8 years) and are influenced by skin type, sun exposure, and aftercare. Periodic touch-ups are recommended.
- A signed SMP Consent Form, medical questionnaire, and before photographs are mandatory prior to commencing treatment.
Cosmetic Tattooing
- Cosmetic tattooing (brow, lip, eyeliner) typically requires an initial session and a perfecting session 4 to 8 weeks later.
- A non-refundable deposit is required.
- Results vary based on skin type, lifestyle, and aftercare. Touch-ups after the perfecting session are charged separately.
- A signed consent form, allergy patch test results (where applicable), and medical questionnaire must be completed before treatment.
Teeth Whitening
- Results vary depending on existing shade, enamel condition, and lifestyle factors.
- A signed consent form must be completed prior to treatment.
- You must disclose any dental work, sensitivity, gum disease, or pregnancy/breastfeeding status.
- Standard booking and cancellation terms apply.
Laser Treatments
- Laser treatments require a thorough consultation and skin assessment prior to the first session, which may include a patch test.
- A signed consent form and medical history questionnaire are mandatory.
- Results require multiple sessions. Package pricing is for the agreed number of sessions and does not guarantee a specific result.
- Sun exposure before and after laser treatments affects results and safety. Pre-treatment and post-treatment instructions must be followed.
- Multi-session package deposits are non-refundable.
Skin Treatments, Facials & Peels
- Standard booking and cancellation terms apply.
- Consultation and consent forms are required for clinical-grade treatments (chemical peels, microneedling, advanced facials).
- Aftercare instructions must be followed.
9. Limitation of Liability
To the maximum extent permitted by law, the Clinic's total liability for any claim arising from services provided is limited to the total amount paid by you for the specific treatment giving rise to the claim.
The Clinic is not liable for adverse outcomes arising from:
- Failure to disclose relevant medical or health information.
- Failure to follow pre-treatment or post-treatment care instructions.
- Normal variations in individual healing and treatment response.
- Circumstances beyond the Clinic's reasonable control.
10. Dispute Resolution
If you are dissatisfied with any aspect of your treatment, we encourage you to contact us directly so we can resolve the matter fairly.
- Step 1: Contact the Clinic by email or phone within 14 days of the service.
- Step 2: We will acknowledge your complaint within 3 business days and investigate.
- Step 3: We will provide a response, which may include corrective treatment, partial or full refund, or other appropriate remedy.
If we cannot resolve the matter, you may lodge a complaint with Consumer Affairs Victoria (consumer.vic.gov.au) or the Health Complaints Commissioner (hcc.vic.gov.au).
11. Governing Law
These terms are governed by the laws of the State of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria.
12. Amendments
The Clinic reserves the right to update these terms at any time. Changes take effect from the date of publication on our website. Material changes will be communicated via email or SMS where possible.
Cancellation, Rescheduling & No-Show Policy
We understand plans change. However, late cancellations and missed appointments prevent other clients from accessing that time and result in a direct loss to the Clinic. These fees represent a genuine pre-estimate of loss and are not penalties.
Cancellation Notice Requirements
A minimum of 48 hours' notice is required to cancel or reschedule any appointment without charge.
| Timing | Standard Services | Specialised Services * |
|---|---|---|
| 48+ hours' notice | No charge. Deposit transferred or released. | No charge. Deposit transferred to new booking. |
| Under 48 hours | Up to 50% of the treatment fee | Deposit forfeited |
| No-show (no notice) | 100% of the treatment fee | Deposit forfeited + remaining balance charged |
* Specialised services include SMP, Cosmetic Tattooing, and any multi-session treatment package.
How Cancellation Fees Are Calculated
Cancellation fees are a genuine pre-estimate of the Clinic's loss, taking into account:
- Staff time blocked and unable to be reallocated at short notice.
- Consumables and equipment prepared for the appointment.
- Lost opportunity to offer the appointment to another client.
- Administrative costs associated with the cancellation.
These fees are consistent with the Australian Consumer Law and are not intended as penalties. Where the Clinic is able to fill the cancelled slot at short notice, fees may be reduced or waived at management's discretion.
How to Cancel or Reschedule
- Using the link in your booking confirmation email or SMS.
- Calling the Clinic on 0468 277 771.
- Sending an email or message through our website.
Cancellations are measured from when the Clinic receives your notice. Voicemail messages left outside business hours are considered received at the start of the next business day.
Exceptional Circumstances
If you need to cancel within the 48-hour window due to genuine emergency (medical emergency, hospitalisation, bereavement, government-imposed restriction), please contact us as soon as possible. We will consider each case on its merits and may waive or reduce the fee. Evidence may be requested (e.g. medical certificate).
Clinic-Initiated Cancellations
If the Clinic needs to cancel your appointment (illness, emergency, equipment failure), we will provide as much notice as possible and offer the next available appointment at no additional cost. No cancellation fee applies, and any deposit will be retained for your rescheduled booking or refunded in full at your request.
Payment, Refund & Product Policy
We aim to keep payment simple and transparent. The following terms outline how and when payment is collected, and the circumstances under which refunds may be provided.
Payment Terms
When payment is collected
Full treatment payment is due at the time of service unless otherwise agreed. We accept cash, EFTPOS, Visa, Mastercard, and Afterpay/Zip where available.
Pre-Paid Packages
- Full payment is required at purchase unless an instalment arrangement has been agreed in writing.
- Pre-paid packages are valid for 12 months from date of purchase unless otherwise stated.
- Pre-paid packages are non-refundable for change of mind but may be transferred to another treatment or person at management's discretion.
- Unused sessions that expire within the validity period are forfeited.
If you cannot complete a package due to a clinical reason (e.g. pregnancy, medical condition), contact us. We may extend the validity period or offer credit at our discretion.
Refund Policy
Change of mind
Refunds are not provided for change of mind. Standard cancellation terms apply.
Service quality concerns
If you believe a service was not provided with due care and skill, contact the Clinic within 14 days. We will investigate and, where appropriate, offer:
- A complimentary corrective treatment or follow-up session.
- A partial or full refund.
- An alternative remedy agreed between you and the Clinic.
Consumer guarantees
Product Sales
All retail product sales are final. For health and hygiene reasons, we do not offer refunds or exchanges on products once they have left the Clinic, except where required by law.
Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:
- Is faulty or defective.
- Does not match the description or sample provided.
- Is not fit for the purpose you made known to us.
- Is not of acceptable quality.
Adverse reactions to products
If you experience an unexpected adverse reaction to a product purchased from the Clinic, contact us immediately. We will assess the situation and provide appropriate advice. You may be entitled to a refund or replacement depending on the circumstances.
Gift Vouchers
- Gift vouchers are non-refundable and valid for 12 months from date of purchase.
- Redeemable for services only, not products.
- Cannot be exchanged for cash or combined with other offers.
- Lost or stolen vouchers will not be replaced unless proof of purchase is provided.
Promotional Offers
- May require a minimum purchase (e.g. 3 sessions) to qualify.
- Full payment required at booking to secure promotional pricing.
- Valid for 12 months from purchase unless otherwise specified.
- Available for a limited time and cannot be extended beyond the promotional period.
- Non-refundable for change of mind. Cannot be exchanged for cash or combined with other discounts.
- The Clinic may modify or withdraw offers at any time. Offers already purchased are honoured.
Consent Forms, Health & Safety
Your safety is our highest priority. Certain treatments require specific consent and medical history documentation before we can proceed.
Consent Form Requirements
| Treatment | Required Documentation |
|---|---|
| SMP | SMP Consent Form, Medical History Questionnaire, Before Photographs |
| Cosmetic Tattooing | Consent Form, Medical History, Allergy Patch Test (where applicable) |
| Teeth Whitening | Teeth Whitening Consent Form, Dental Health Declaration |
| Laser | Laser Consent Form, Medical History, Patch Test Record |
| Chemical Peels | Peel Consent Form, Skin Assessment Record |
| Microneedling | Microneedling Consent Form, Medical History Questionnaire |
Consent forms may be sent electronically before your appointment. We strongly encourage completion in advance to avoid delays.
Informed Consent
Before any treatment, your clinician will:
- Explain the procedure, including what to expect during and after.
- Discuss expected outcomes and any limitations.
- Outline potential risks, side effects, and complications.
- Discuss alternatives where applicable.
- Answer any questions you may have.
You have the right to withdraw consent at any point. If you withdraw before treatment begins, standard cancellation terms apply. If you withdraw during treatment, you will be charged for the portion of service delivered.
Contraindications & Suitability
Certain conditions may make treatments unsuitable or require modification, including but not limited to:
- Pregnancy or breastfeeding.
- Blood thinning medications or anticoagulant therapy.
- Active skin infections, open wounds, or inflammatory skin conditions.
- History of keloid scarring.
- Autoimmune conditions.
- Recent Accutane (isotretinoin) use.
- Recent cosmetic surgery, filler, or Botox in the treatment area.
- Epilepsy or seizure disorders (for certain treatments).
- Known allergies to pigments, anaesthetics, or treatment components.
This is not exhaustive. Your clinician may request additional medical clearance from your GP or specialist.
Aftercare Responsibilities
You will receive specific aftercare instructions. These are critical to your outcome and must be followed. The Clinic cannot accept responsibility for adverse outcomes attributable to non-compliance with aftercare instructions.
If you experience any unexpected reaction or concern after treatment, contact the Clinic immediately on 0468 277 771.
Hygiene & Infection Control
All treatments are performed in a clean clinical environment in accordance with applicable Victorian health and safety regulations. We use single-use, sterile equipment for all invasive and semi-invasive procedures. Reusable instruments are sterilised to Australian standards. Protocols are reviewed regularly.
Minors
Clients under 18 must have written parental or guardian consent. A parent or guardian must accompany the minor and be present during consultation and consent.
Children on Premises
For health and safety reasons, children cannot accompany clients into treatment rooms and cannot be supervised by clinic staff. Please arrange childcare prior to your visit.
Privacy Policy
Looks by Brooke Clinic is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic) and associated Health Privacy Principles.
1. Information We Collect
Personal information
- Full name, date of birth, and gender.
- Contact details (phone, email, residential address).
- Payment and billing information.
- Emergency contact details.
Health information
- Medical history relevant to treatment (conditions, medications, allergies, surgical history).
- Skin assessments, treatment notes, and clinical observations.
- Before and after photographs for clinical records.
- Consent form records.
Other information
- Booking and appointment history.
- Communication records (emails, SMS, call notes).
- Website usage data (cookies, analytics).
- Marketing preferences.
2. How We Collect Information
We collect personal information directly from you when you book an appointment, complete a consent form, attend a treatment, purchase a product, subscribe to our communications, or contact us with an enquiry.
We only collect information necessary for our functions. Health information is always collected directly from you unless it is unreasonable or impracticable to do so.
3. Purpose of Collection
- Assess suitability for treatment and provide safe, effective services.
- Maintain accurate clinical records.
- Process bookings, payments, and appointment communications.
- Provide pre-treatment and post-treatment care information.
- Manage complaints and resolve disputes.
- Comply with legal and regulatory obligations.
- Send marketing communications (with your consent, withdrawable at any time).
4. Disclosure of Information
We will not sell, rent, or trade your personal information. We may disclose to:
- Service providers who assist operations (booking platforms, payment processors, email platforms), bound by confidentiality obligations.
- Health practitioners if you request a transfer of health records, or if necessary for your ongoing care.
- Regulatory authorities or law enforcement where required by law.
- Insurers in connection with a claim or complaint.
Health information will not be disclosed for any purpose other than the primary purpose of collection, or a directly related secondary purpose you would reasonably expect, unless we have your consent or are required by law.
5. Storage & Security
We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, or disclosure, including:
- Secure electronic systems with password protection and encryption.
- Access restricted to authorised personnel only.
- Secure physical storage of records in locked premises.
- Regular review of data security practices.
6. Retention & Disposal
We retain information for as long as necessary or as required by law. Health records are retained for a minimum of 7 years from the date of last service, or longer if required. When no longer needed, information is destroyed or permanently de-identified in accordance with the Health Records Act 2001 (Vic).
7. Your Rights
Under the Privacy Act 1988 (Cth) and Health Records Act 2001 (Vic), you have the right to:
- Access personal and health information we hold about you.
- Request correction of inaccurate or incomplete information.
- Request transfer of health records to another provider.
- Withdraw consent for marketing communications at any time.
- Lodge a complaint about how we handle your information.
Access or correction requests should be made in writing. We will respond within 30 days. A reasonable fee may apply as permitted by law.
8. Cookies & Analytics
Our website may use cookies and analytics tools (e.g. Google Analytics) to collect anonymised usage data. This helps us improve our services. You can control cookies through your browser settings. We do not use cookies to collect personally identifiable health information.
9. Complaints
If you believe we have breached your privacy, contact us in writing. We will investigate and respond within 30 days. If not satisfied, you may lodge a complaint with:
- Office of the Australian Information Commissioner (OAIC): oaic.gov.au
- Health Complaints Commissioner (Victoria): hcc.vic.gov.au
10. Contact
Looks by Brooke Clinic
Thomastown, VIC 3074
Phone: 0468 277 771
Email: [insert email address]
Travel & Mobile Service Policy
We offer select services at locations outside our Thomastown clinic. The following terms apply to all mobile and travel bookings.
Travel Fee
A travel fee applies to all bookings outside the studio, calculated based on distance and communicated at the time of booking.
Minimum Booking
A minimum spend may be required for travel services, particularly for locations beyond 10km from the Clinic.
Parking, Tolls & Additional Costs
Any parking fees, tolls, or additional travel expenses will be added to the final invoice.
Extended Travel
For travel exceeding 2 hours each way, accommodation may be required and will be discussed at booking. Accommodation costs are additional to the service and travel fee.
Deposit & Payment
A non-refundable deposit is required for all travel bookings. The balance must be paid in full prior to the service date. Standard cancellation and no-show terms apply, with the following additions:
- Cancellations within 48 hours forfeit the full deposit.
- No-shows are charged the full treatment fee plus travel fee.
Location Requirements
The service location must be accessible at the confirmed time, clean, well-lit, and have access to a power outlet and running water. If the location is unsuitable and treatment cannot proceed, the appointment will be treated as a no-show.
Delays
If you are not available at the confirmed time and the Clinic has waited more than 15 minutes, the appointment may be treated as a late cancellation and fees will apply.