We understand that life can get busy and things can come up at the last minute, however to ensure that clients don’t miss out we do require a minimum of 24 hours notice for all appointment cancellations or changes. We will send appointment reminders via email 3 days in advance and a text message 48 hours in advance of your appointment date and try our absolute best to confirm your appointment times well in advance to help you avoid any cancellation fees. No show or failure to provide us with more than 24 hours notice for an appointment change will result in a 50% of treatment cancellation fee being charged.

We ask that you please arrive promptly for your appointments. Please allow enough time for our Byron Bay traffic and parking. If you are running late, a phone call would be appreciated. Your treatment time may need to be shortened or rescheduled to avoid inconvenience to other clients. Cancellation fees are applicable if you miss your appointment entirely or arrive too late to progress with your appointment.

If you need to reschedule or cancel, you can reply to the SMS, call the clinic on (02) 6680 9911 or email us on hello@byronmedispa.com.au

Returns & Refunds Policy

Services & Treatments

All treatments and services purchased at Byron Medi Spa are non-refundable. Treatments are subject to consultation, suitability, and practitioner approval. If a treatment is deemed unsuitable, alternative options may be discussed at the discretion of the clinic.

Pre-paid treatments, packages, and promotional offers are non-refundable and must be used within their stated validity period.

Gift Vouchers

Gift vouchers are non-refundable, non-transferable, and cannot be redeemed for cash. Expiry dates apply as stated at the time of purchase. Lost or stolen vouchers cannot be replaced.

Skincare & Retail Products

We accept returns on unopened and unused retail products within 14 days of purchase, provided:

• The product is in its original, unopened packaging

• Proof of purchase is provided

Opened, used, or tampered products cannot be returned or refunded for hygiene and safety reasons.

Faulty or Damaged Products

If you receive a product that is faulty or damaged, please contact us within 7 days of receipt. Where appropriate, we will offer a replacement or refund in accordance with Australian Consumer Law.

Sale & Promotional Items

Discounted, promotional, or complimentary items (including gift-with-purchase offers) are final sale and not eligible for return, refund, or exchange.

Refund Processing

Approved refunds will be processed to the original payment method. Processing times may vary depending on your payment provider.

Contact

For returns or refund enquiries, please contact Byron Medi Spa directly with your proof of purchase.

Our Gift Certificates are valid for a period of 2 years from the date of purchase and are not redeemable after this time. They are not redeemable for cash under any circumstance, non-refundable and non-transferable to third party. Our Gift Certificates may be used on any service or product.

Your privacy is important to us and we take the responsibility of handling your personal information very seriously. We comply with the Privacy Act 1988 (Cth) (Privacy Act), and we recognise that individuals have a right to control how their personal information is handled.

Our Privacy Policy describes in detail how we collect, use and disclose your personal information, how you can access and correct your personal information, and how you can make privacy complaints.

By using our website, services, or by providing any personal information to us, you consent to our collection, holding, use, and disclosure of your personal information, as set out in this Privacy Policy.

For the purposes of this Privacy Policy, personal information includes your:

• name and date of birth;

• contact details and your emergency contact details;

• treatment details;

• before and after treatment photographs;

• any personal information captured by CCTV (as covered by our CCTV Policy);

• payment information such as bank accounts or credit card details;

• payment history; and

• sensitive information such as medical information provided by you and collected by us as part of your treatment file, details of telehealth consultations, and any allergies you may have.

We may also collect information relating to your access and use of our website including social media accounts or apps, IP address, device type, browser information, time and date of access, location data, webpages visited, and other website-related information including through the use of internet cookies.

Information which does not disclose your identity, or enable your identity to be ascertained), will not be classified as personal information and therefore will not be subject to this Privacy Policy.

Pre-Paid Treatment Packages – Terms & Conditions

• All pre-paid treatment packages are valid for 12 months from the date of purchase, unless otherwise stated.

• Packages must be used within the validity period. Any unused treatments remaining after the expiry date will be forfeited and are not refundable or extendable.

• Pre-paid packages are non-refundable, non-transferable, and cannot be exchanged for cash, credit, or retail products.

• Packages are valid only for the specific treatments purchased and cannot be substituted for alternative treatments or services.

• All treatments are subject to consultation, suitability, and practitioner approval at the time of each appointment.

• Treatments involving prescription-only medicines require medical consultation and prescription approval prior to each treatment session.

• Purchase of a pre-paid package does not guarantee treatment, as clinical suitability must be confirmed at each visit.

• Missed appointments or late cancellations may result in the forfeiture of a treatment session in accordance with clinic cancellation policies.

• Pre-paid packages cannot be used in conjunction with promotions, discounts, or special offers, unless otherwise stated.

• Package pricing is based on the time of purchase and is not affected by future price increases or decreases.

• Packages are valid only at Byron Medi Spa and must be redeemed by the original purchaser unless otherwise agreed in writing.

• Byron Medi Spa reserves the right to amend or discontinue pre-paid packages at any time.

• All treatments carry risks, which will be discussed during consultation. Individual results vary and are not guaranteed.