Please see our refund, cancellation and rescheduling policy below.
Aesthetics / Gift Vouchers
Voucher Validity
All gift vouchers for aesthetics services are valid for a minimum of 3 years from the date of purchase, in line with Australian Consumer Law requirements for gift cards and vouchers. The exact expiry date and purchase date are shown on your voucher and purchase receipt. It is your responsibility to redeem your voucher before it expires.
Change of Mind
We understand your circumstances may change. If you no longer wish to use a voucher, we offer a voucher credit (rather than a cash refund), subject to:
- Your request being made within 14 days of the original purchase date.
- The voucher being unused and unredeemed.
This is offered in addition to, and does not limit, any rights you may separately have under the Australian Consumer Law.
If We Cancel or Reschedule
If we need to cancel or reschedule a service covered by your voucher, we will contact you as soon as reasonably possible to offer:
- Rescheduling to a mutually convenient time, subject to availability; or
- An alternative service of equal or similar value; or
- A full refund to your original payment method, if neither of the above is suitable.
Processing Refunds
Approved refunds are processed within 5–7 business days to the original payment method used for the voucher purchase. Please retain your voucher and proof of purchase for any refund or credit request.
This section applies to vouchers for aesthetics services only and does not cover surgical procedures (see below).
If You’re Not Satisfied With a Service
If you’re not satisfied with a service, please contact us within 7 days of your appointment so we can discuss it with you. Depending on the circumstances, we may offer a partial refund, a complimentary remedial treatment, or — where we determine the service was provided as described and met the applicable standard — no adjustment. Every request is assessed individually and fairly.
Nothing in this section limits your rights under the Australian Consumer Law, including your right to a remedy where a service has not been provided with due care and skill, or is not fit for the purpose you made known to us.
Skincare & Retail Products
Skincare and other retail products purchased from The Coastal Clinic are non-refundable, except where the product is faulty. If you believe a product is faulty, please contact us with a photo of the fault, or return the faulty product to us for assessment. Approved refunds or replacements are processed within 5–7 business days.
Nothing in this section limits your rights under the Australian Consumer Law, including your right to a repair, replacement or refund if a product is not of acceptable quality, doesn’t match its description, or doesn’t do what we said it would do.
Non-Surgical & Skin Cancer GP Appointments
A $50 deposit is taken to confirm all non-surgical and skin cancer GP appointments. We require at least 24 hours’ notice if you need to cancel or reschedule. If you cancel with less than 24 hours’ notice, or do not attend, your deposit is non-refundable.
Surgical or Skin Cancer Consultations & Procedures
At The Coastal Clinic Plastic Surgery & Aesthetics, we’re committed to providing patients with clear, upfront information about the costs and commitments involved in your surgical or skin cancer procedure, consistent with the informed financial consent you sign before booking.
Surgical Cancellation & Rescheduling Policy
Consultation Deposit
A $100 deposit is required to confirm your consultation booking. This deposit applies to all consultations with our Specialist Plastic Surgeons, whether for a surgical or skin cancer procedure. Your appointment confirmation email or SMS will set out how to confirm attendance.
We require at least 48 hours’ notice for any cancellation or rescheduling of a consultation with a Specialist Plastic Surgeon. If you cancel or reschedule with at least 48 hours’ notice, your deposit is refunded, or transferred to your new appointment, at your preference. If you cancel with less than 48 hours’ notice, or do not attend, your deposit is forfeited. This gives us the best chance of offering your original time to another patient on our waitlist.
Surgery Cancellation & Rescheduling
Once you’ve booked your surgery date, your cancellation and rescheduling terms — including the notice period required, deposit amount, and any fees for late cancellation — are set out in full in your Informed Financial Consent, which you review and sign with your patient liaison before booking. These terms may vary slightly by surgeon and procedure. As a general guide:
- Cancelling well ahead of your surgery date means your deposit is refunded in full.
- Cancelling closer to your date means your deposit is forfeited, to cover costs already committed on your behalf such as theatre, hospital and specialist time.
- Cancelling very close to your surgery date may mean you are also responsible for other costs already incurred at that point.
Your Informed Financial Consent confirms the exact notice periods and amounts that apply to your procedure.
No deposit or payment is taken or locked in during the mandatory 7-day cooling-off period required for cosmetic procedures, consistent with AHPRA’s Cosmetic Surgery Guidelines.
After Surgery
Our surgical fees reflect the time, expertise and care involved in your procedure, and are not refunded simply because you’ve changed your mind after surgery, or are adjusting to a normal part of your recovery or outcome that was discussed with you as part of your informed consent.
This does not affect your rights under the Australian Consumer Law. Where a service has not been provided with due care and skill, or a major problem occurs that is a result of the service rather than a known and consented-to risk of the procedure, you may be entitled to a remedy, which could include a partial refund, in accordance with the Australian Consumer Law. Nothing in this policy excludes, restricts or limits those rights.
Revision Surgery
If your outcome isn’t what you and your surgeon hoped for, we offer the option of revision surgery, assessed case-by-case and agreed with your surgeon. Additional hospital, anaesthetic and surgeon fees may apply, and these will be discussed with you before you decide whether to proceed.
Raising a Concern About Your Recovery or Outcome
If you have any concerns about your recovery or outcome, please raise these with us as soon as possible — through your scheduled post-operative reviews, or by contacting your patient liaison directly at any time. Because surgical outcomes and scarring can continue to settle for many months, we don’t apply a fixed reporting deadline the way we do for non-surgical services. Genuine concerns are assessed on their merits whenever they are raised, consistent with your rights under the Australian Consumer Law.
Costs associated with addressing complications — for example a return to theatre, an extended hospital stay, or additional specialist involvement — are outlined in your Informed Financial Consent, and we will discuss any such costs with you before they are incurred wherever practicable.
Exceptional Circumstances
If a genuine medical emergency or unforeseen personal circumstance affects your ability to attend, please contact us as soon as possible. We’ll review your situation individually and may offer rescheduling or another suitable option. The cancellation timeframes above still apply as the starting point for that conversation.
Consultation and Informed Consent
Before any surgical procedure, you’ll attend a consultation with your surgeon, where the procedure, risks, benefits and expected outcomes are explained and you have the opportunity to ask questions. Your Informed Financial Consent sets out the applicable fees, deposit and cancellation terms for your specific procedure and surgeon in detail. This policy provides a general overview, and your signed Informed Financial Consent takes precedence if the two differ.
Our Commitment to Compliance
This policy is intended to comply with the Australian Consumer Law (enforced by the ACCC) and the Medical Board of Australia’s Cosmetic Surgery Guidelines (regulated by AHPRA). Nothing in this policy limits any right or remedy you have under the Australian Consumer Law or any other applicable law.
By proceeding with treatment at The Coastal Clinic Plastic Surgery & Aesthetics, you acknowledge that you’ve read and understood this policy.
