Due to the nature of aesthetic treatments, deposits and completed sessions are non-refundable. Refund requests for remaining prepaid sessions are reviewed strictly on a case-by-case basis and only after appropriate treatment progression, clinical assessment, package compliance, and full adherence to all treatment guidelines. Individual results vary depending on factors including hair type, hormonal influences, medical history, sun exposure, tanning, shaving habits, and aftercare compliance. No guarantees can be made regarding individual treatment outcomes.

For accurate treatment assessment, reviews must be conducted in accordance with clinic guidance. Final package reviews are typically performed after treatment completion unless clinically necessary. Clients may be required to attend review appointments with visible hair growth in designated treatment areas unless otherwise instructed. Shaving prior to review may limit accurate assessment of treatment progression. Early-stage assessments may not accurately reflect long-term treatment outcomes.

A minimum of 48 hours notice is required for cancellations or rescheduling. Late cancellations may result in deposit loss.

Clients are required to follow all clinic pre-treatment instructions, including avoiding tanning, excessive sun exposure, and adhering to shaving or preparation guidance where applicable. Failure to comply may affect treatment safety, results, or eligibility for treatment.

Certain treatments may require consultation and/or patch testing prior to treatment for safety and suitability purposes. Failure to complete required assessments may result in appointment cancellation or postponement.

Late arrivals may result in reduced treatment time, appointment rescheduling, or forfeited deposits depending on scheduling availability.

To help us manage our diary efficiently and accommodate as many clients as possible, we may occasionally contact you by phone, email, or text to ask whether you would be willing to move your appointment slightly earlier or later. This can help us fill gaps created by cancellations or changes to other appointments.

We understand that changing your appointment may not always be convenient, and you are under no obligation to agree. Your original appointment time will remain unchanged unless you confirm otherwise. However, we kindly ask that you consider our request where possible and treat our team members with courtesy and respect when they contact you. Our staff are simply carrying out their duties and working to keep the clinic running efficiently while accommodating as many clients as possible.

Groupon and other promotional offers are intended to introduce new and existing clients to our treatments at a reduced price. While Groupon may set its own purchase limits, Herou Aesthetics Lab reserves the right to limit, decline or withdraw promotional pricing at its sole discretion.

Promotional vouchers and introductory offers are not guaranteed indefinitely and may be refused where a client has already benefited from previous promotional pricing. We also reserve the right to decline future promotional bookings where there has been a breakdown in the client-clinic relationship, repeated breaches of clinic policies, outstanding matters relating to clinic property or fees, or behaviour that prevents us from providing a professional service.

This does not affect any valid treatments or account credit that have already been purchased, which remain subject to their original terms and expiry dates.

Herou Aesthetics Lab reserves the right to refuse or discontinue treatment, appointments, promotional offers or future bookings where there has been a breakdown in trust, repeated disregard of clinic policies, abusive or inappropriate behaviour, unresolved disputes, or any other circumstance where we believe continuing the professional relationship is no longer appropriate. Any decision made will not affect a client’s statutory rights.