TERMS & CONDITIONS

Booking Deposit

  • Deposit required. A deposit is required to secure all appointments at The Manor Clinic. Appointments are not confirmed until the deposit is paid.

  • Deposit amounts. Deposit amounts vary depending on appointment type:

    • Standard appointments: $100 deposit

    • Longer appointments: $200 deposit

  • Application of deposit. The deposit is applied as follows:

    • If you proceed with treatment at the appointment, the deposit is credited toward the treatment total on that day.

    • If you attend and do not proceed with treatment for any reason (including change of mind), the deposit is retained.

Cancellation & Rescheduling Policy (48 Hours)

  • Minimum notice. Patients must provide a minimum of 48 hours’ notice to cancel or reschedule an appointment.

  • Refunds/credit where notice is given. Booking deposits may be credited to the patient’s file or refunded if cancellation occurs more than 48 hours before the scheduled appointment start time.

  • Late cancellations / rescheduling / non-attendance. Cancellations or rescheduling within 48 hours of the appointment time, or failure to attend (no-show), will result in:

    • a $100 cancellation fee, or

    • forfeiture of $100 from the booking deposit.

  • Rescheduling within 48 hours is treated as a cancellation of the original appointment and the same fee applies.

  • Outstanding fees must be paid before rebooking. Any outstanding cancellation fees must be paid in full before future bookings are accepted.

  • Higher deposits & refusal of bookings. Patients who fail to attend an appointment may be required to pay a higher deposit for future bookings at the clinic’s discretion. The Manor Clinic reserves the right to refuse future bookings where cancellation fees remain unpaid or where repeated late cancellations or non-attendance occur.

  • Reasonableness and purpose of fees. You acknowledge that cancellation fees and deposit forfeitures represent a genuine pre-estimate of loss and costs incurred by the clinic (including reserved practitioner time, staffing, and lost appointment opportunity), and are reasonable to the extent permitted by law.

Late Arrival Policy

  • Arrival time. Please arrive 5 minutes prior to your scheduled appointment start time.

  • Late arrivals may reduce appointment scope. If you arrive more than 10 minutes late, the clinic may need to shorten the appointment or limit the treatment scope to maintain schedules and patient safety.

  • Late arrivals may be treated as cancellation. If you arrive more than 20 minutes late, The Manor Clinic reserves the right to cancel the appointment and retain the deposit or apply the applicable cancellation fee.

  • Responsibility to notify. If you anticipate being late, you must notify the clinic as soon as possible. The clinic is not obliged to accommodate late arrivals.

Consultation Appointments

  • Consultation included. All treatment appointments include a clinical consultation prior to treatment.

  • Consultation-only. Patients may book a consultation-only appointment. The consultation fee is $100.

  • What consultation includes. Consultations include a full facial assessment and discussion of appropriate treatment options, risks, benefits, alternatives and expected outcomes.

  • Redeemable within 30 days. The $100 consultation fee is redeemable toward treatment if treatment is performed within 30 days of the consultation.

  • Telehealth Consultations are available. Certain treatments require in-person assessment and may not be suitable for telehealth.

Review Appointments

  • Eligibility. Review appointments are available for existing patients following treatment.

  • Therapeutic windows.

    • Anti-wrinkle reviews: between 2–3 weeks post-treatment

    • Dermal filler reviews: between 4–6 weeks post-treatment

  • Outside windows. If you require a review outside these timeframes, you must contact the clinic directly. A consultation fee may apply.

  • No guarantee of complimentary adjustments. Review appointments do not guarantee complimentary additional product, corrective treatment, or a change in outcome.

Payment of Services

  • Payment timing. Full payment is required immediately following treatment (or prior to treatment where required).

  • Accepted payment methods.

    • Debit / Credit Card

    • Cash

    • Bank Transfer (Osko)

    • Zip Pay

    • Afterpay

  • Payment prior to treatment. The Manor Clinic reserves the right to require payment prior to treatment, particularly where Buy Now Pay Later (BNPL) services are selected.

  • BNPL availability. The clinic is not responsible if BNPL services are unavailable. Patients must have an alternative payment method available.

  • No credit card processing fees. The Manor Clinic does not charge credit card processing fees, including American Express.

Treatment Suitability & Clinical Decision-Making

  • Clinical discretion. All treatments are medical procedures and are subject to clinical assessment. The treating practitioner determines whether treatment is safe and appropriate.

  • Right to decline or modify. The clinic may decline treatment or modify a treatment plan at any time for safety, ethical, clinical or regulatory reasons.

  • Consultation fee still applies. If treatment is declined or modified (including where you are unsuitable, contraindicated, or do not meet prescribing requirements), the consultation fee/deposit is still payable and will be retained.

  • Patient responsibility. You must disclose complete and accurate medical history, medications, prior cosmetic treatments, allergies and relevant health information. Failure to disclose may increase risk and may void eligibility for review support.

Results, Outcomes & Refund Policy

  • No guaranteed outcome. Individual responses vary. No outcomes can be guaranteed.

  • No refunds after treatment is provided. Once treatment has been performed, refunds are not provided, including where prescription products have been used, except where required by Australian Consumer Law.

  • Time and product costs. You acknowledge that fees reflect professional time, clinical expertise, facility costs, and product used or opened for your treatment.

Facial Asymmetry

  • Natural variation. All faces naturally have asymmetry.

  • No guarantee of symmetry. Perfect symmetry cannot be guaranteed.

  • Further treatment at patient cost. Any additional treatments requested or required to address asymmetry are performed at the patient’s expense.

Ceasing the Clinic–Patient Relationship

  • The Manor Clinic reserves the right to cease the clinic–patient relationship at any time where appropriate, including for safety, conduct, repeated policy breaches, or breakdown of trust.

  • Where possible, the patient may be offered information about alternative providers.

Photography & Clinical Records

  • Medical record. Medical photography may be taken before, during or after treatment. These images form part of your medical record and may be required for documentation, treatment planning, complication management and regulatory compliance.

  • Internal use. Images may be used for internal clinical review and education.

  • Marketing/social media. Separate written consent will always be obtained for any identifiable images used in marketing or social media. No identifiable images will be published without explicit consent.

Age Requirement

The Manor Clinic does not provide treatments to individuals under the age of 18.

Gift Certificates

  • Gift certificates cannot be used to secure online bookings.

  • Gift certificates may be redeemed in-clinic for services or products, are valid for 3 years from purchase, are not redeemable for cash, and are non-refundable.

  • Gift certificates may be transferred to another person. Any remaining balance remains valid until expiry.

Patients Attending With Children

Patients may attend with children; however, parents/guardians are responsible for supervision at all times. The clinic is not responsible for injury, damage or disruption caused by unsupervised children. The clinic may refuse to proceed with treatment if safety or clinical standards cannot be maintained.

Accessibility

The Manor Clinic operates from Florence House, a heritage-listed building recognised by Brisbane City Council. Due to heritage restrictions, wheelchair access is not currently available at this location.

Chargebacks & Payment Disputes

  • No chargebacks for provided services. By proceeding with treatment, you agree not to initiate a payment dispute or chargeback for services that have been provided.

  • Evidence provision. If a dispute or chargeback is initiated, The Manor Clinic may provide relevant documentation to the financial institution, including consent forms, clinical notes, booking policies, communications and clinical photography.

  • Recovery of costs. Any costs incurred by The Manor Clinic in responding to a chargeback dispute may be recovered from the patient where permitted by law.

Patient Conduct

  • The Manor Clinic is committed to a respectful, safe and professional environment.

  • The clinic may refuse treatment, decline future bookings, or cease the clinic–patient relationship where a patient:

    • behaves in a threatening, abusive or inappropriate manner

    • harasses staff or other patients

    • makes unreasonable demands regarding outcomes

    • attempts to pressure staff regarding refunds, complimentary treatments, or policy exceptions

Dispute Resolution

  • Contact the clinic first. If you have concerns regarding your treatment or experience, you agree to contact the clinic directly so the matter can be reviewed.

  • Opportunity to resolve. You agree to provide the clinic with a reasonable opportunity to assess and resolve concerns, including attending review appointments where clinically appropriate.

  • ACL applies. The clinic will assess concerns fairly and in accordance with professional standards and Australian Consumer Law.