NEW TO THE HAUS

Welcome to Lau-vei Haus.

If it is your first time visiting us, we recommend beginning with a consultation. This gives us time to understand your concerns, medical and treatment history, preferences and goals before discussing what may be appropriate for you.

Where available, you may book a consultation with additional time reserved for treatment on the same day. Reserving this time does not guarantee treatment will proceed.

Treatment will only be performed following consultation, clinical assessment, confirmation of suitability and informed consent. Please arrive approximately 10 minutes before your first appointment to allow time to complete any required forms.

CHANGING OR CANCELLING YOUR APPOINTMENT

We understand that plans change. If you need to cancel or reschedule your appointment, we ask that you provide at least 48 hours' notice. This gives us the opportunity to offer the appointment to another patient.

Appointments cancelled or rescheduled with less than 48 hours' notice may result in your booking deposit being forfeited and/or a $100 late cancellation fee being applied.

If you do not attend your appointment without notice, your deposit may also be forfeited and/or a $100 non-attendance fee may apply. A new deposit may be required before another appointment can be secured.

For prepaid treatments, packages or eligible vouchers, a late cancellation or missed appointment may result in the relevant treatment being deducted where this was disclosed as a condition of purchase or booking.

Repeated late cancellations or missed appointments may require future appointments to be prepaid.

We appreciate that genuine emergencies and unexpected circumstances happen. If something outside your control prevents you from attending, please contact the Haus as soon as you can. These circumstances will always be considered individually and with understanding.

CHANGING YOUR BOOKING

Your appointment confirmation will contain the details of your booking and, where available, a link to manage your appointment online. You can also contact the Haus directly if you need assistance making a change.

Please remember that our 48-hour cancellation policy still applies to appointments changed online.

RUNNING LATE

We reserve dedicated time for every patient and do our best to ensure appointments run as scheduled. If you are running late, please let us know as soon as possible. Depending on the time remaining, your appointment may need to be shortened, modified or rescheduled so that your treatment can be performed safely and subsequent patients are not kept waiting.

If you arrive 10 minutes or more after your scheduled appointment time, we cannot guarantee that your appointment or treatment will be able to proceed. Where there is not enough time to safely provide the planned care, the appointment may need to be rescheduled and our late cancellation policy may apply.

CONFIRMATIONS & REMINDERS

Once your appointment is booked, you will receive confirmation using the contact details you have provided. We may also send SMS and/or email reminders in the lead-up to your appointment. These reminders are provided as a courtesy. Occasionally technology has other ideas, so we ask that you remain mindful of your appointment even if a reminder does not reach you.

Please let us know if your contact details change.

CONSULTATIONS & TREATMENT SUITABILITY

No two patients are the same, and treatment is never approached as one-size-fits-all. A consultation and clinical assessment will be undertaken where appropriate before any treatment. Your practitioner will consider factors including your health and medical history, medications, allergies, previous treatments, anatomy, skin and individual goals.

The treatment you initially book may not always be the treatment recommended following assessment. Where clinically appropriate, your practitioner may recommend an alternative approach, modify the proposed treatment, postpone treatment or advise against treatment altogether. Please provide complete and accurate information about your health, medications, allergies and relevant treatment history, and let us know if anything changes between appointments.

Please do not stop or alter prescribed medication in preparation for a treatment unless you have been instructed to do so by the healthcare professional responsible for prescribing it. Our priority will always be what is appropriate for you, even when that means not treating on the day.

COSMETIC MEDICINE APPOINTMENTS

Some treatments available at Lau-vei Haus may involve prescription-only medicines. Where required, these treatments are subject to consultation, assessment and prescribing by an appropriately authorised prescriber, in addition to assessment by your treating practitioner. A separate prescribing consultation or associated fee may apply and will be disclosed where applicable.

Access to a consultation does not guarantee that a prescription will be issued or that treatment will be considered suitable. Treatment involving prescription medicine will only proceed where the relevant clinical and prescribing requirements have been met and you have provided informed consent.

PREPARING FOR YOUR TREATMENT

Some treatments require specific preparation or may need to be postponed depending on your health, medications or recent treatments. We will provide relevant preparation information where required.

Please let us know about any significant changes to your health and anything that may affect treatment, including:

• prescription and non-prescription medications or supplements;

• allergies;

• pregnancy or breastfeeding;

• active illness, infection or cold sores;

• recent medical or dental procedures;

• recent cosmetic, injectable, laser or skin treatments; and

• upcoming travel, events or other circumstances that may affect treatment or recovery.

If you are unsure whether something is relevant, please tell us. We would always prefer to know and determine whether it matters clinically.

RESULTS & EXPECTATIONS

Every person responds differently to treatment. Information we provide about anticipated outcomes, longevity, recovery or the number of treatments you may require is general guidance based on the information available at the time. Individual results cannot be guaranteed and may be influenced by factors including anatomy, age, skin condition, health, lifestyle, treatment history and individual biological response. Your practitioner will discuss reasonable expectations, relevant risks and appropriate alternatives with you as part of your consultation and informed consent process.

FOLLOW-UP & REVIEW

Certain treatments may include or require a follow-up or clinical review. Where a review is recommended, your practitioner will advise you of the appropriate timeframe. If a complimentary review is included, we ask that you attend within the recommended review period.

Appointments requested outside this timeframe may require a new consultation or consultation fee. If you have any concerns following treatment, please contact the Haus rather than waiting for a scheduled review.

GIFT VOUCHERS

Gift vouchers are valid until the expiry date stated on the voucher, subject to any minimum validity period required by Australian law. Gift vouchers cannot be redeemed for cash or refunded except where required by law and cannot generally be used in conjunction with another promotion unless otherwise stated. Where a gift voucher is being used toward a clinical treatment, the usual consultation and treatment suitability requirements still apply. Purchasing or receiving a voucher does not guarantee suitability for a particular treatment.

REFUNDS, CREDITS & PREPAID SERVICES

We understand that circumstances can change. Refunds, credits and transfers are considered in accordance with the terms under which the service, treatment, package, product or voucher was purchased and your rights under Australian Consumer Law.

CONSULTATION, BOOKING FEES AND DEPOSITS
Consultation fees reflect the professional time, expertise and clinical assessment provided and are not refundable once the consultation has taken place.

Booking fees and deposits are generally non-refundable where an appointment is cancelled, rescheduled or missed outside the requirements of our cancellation policy. Where an eligible deposit remains unused, it may be retained as clinic credit for up to 12 months from the original date of payment, unless otherwise stated or required by law.

PREPAID TREATMENTS AND PACKAGES
Prepaid treatments and packages are purchased for the individual patient and are generally not transferable to another person. If you change your mind after purchasing a prepaid treatment or package, Lau-vei Haus is not required to provide a refund unless required under Australian Consumer Law.

Importantly, prepayment does not guarantee that a treatment will remain clinically appropriate. If, following clinical assessment, we determine that a prepaid treatment is no longer suitable for you, we will discuss this with you and, where appropriate, offer an alternative treatment, clinic credit or refund in accordance with the circumstances and your rights under Australian Consumer Law. Where a package has been partially used and a refund is required or agreed to, any treatments already received may be recalculated at their standard individual treatment price rather than the discounted package rate, where this formed part of the disclosed terms of purchase.

PRODUCTS
We do not provide refunds or exchanges for change of mind on skincare or retail products. If a product is faulty, damaged or does not meet an applicable consumer guarantee, please contact the Haus so we can assess the concern and provide an appropriate remedy.

YOUR CONSUMER RIGHTS
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy available to you under Australian Consumer Law. Where you are legally entitled to a refund, replacement, repair or other remedy, those rights will always apply.

CHILDREN IN THE HAUS

We understand that arranging childcare is not always easy. However, for safety, privacy and to allow your practitioner to give their full attention to your care, we ask that children do not attend treatment appointments unless this has been discussed with the clinic beforehand. Our clinical spaces contain medical equipment, medicines, sharps and other items that are not suitable for children. If suitable supervision has not been arranged, we may need to reschedule your appointment.

CLINICAL PHOTOGRAPHY

Clinical photography may form an important part of your medical record and may be recommended or required for treatment planning, assessment and monitoring. These images are treated as part of your confidential health information and managed in accordance with applicable privacy requirements.

Clinical photography is separate from photography or video used for marketing, social media, education or promotional purposes. Where your identifiable image is proposed for these purposes, separate consent will be sought where applicable. Choosing not to consent to the marketing use of your image will not affect the care you receive.

PRICING & PAYMENTS

Our services, products and clinical protocols may evolve over time, and pricing may occasionally change. Current pricing will be displayed or communicated at the time of booking wherever applicable, and relevant treatment costs will be discussed before treatment proceeds. Payment is required at the time services or products are provided unless another arrangement has been agreed.

Where a card processing surcharge applies, this will be disclosed before payment. Any third-party payment or instalment service is also subject to that provider's own eligibility requirements and terms.

WHEN WE MAY NOT BE ABLE TO TREAT

Lau-vei Haus may decline, modify, postpone or discontinue treatment where your practitioner considers this necessary for your safety, wellbeing or appropriate clinical care. This may occur because of a contraindication, change in health, incomplete medical information, unrealistic treatment expectations or another circumstance that makes treatment inappropriate. We may also decline or discontinue non-urgent services where behaviour toward our patients or team is aggressive, abusive, threatening, discriminatory or otherwise inappropriate. Clinical decisions are made independently and will not be influenced by payment, previous treatment history or a request for a particular procedure.

WEBSITE & EDUCATIONAL INFORMATION

Information provided through the Lau-vei Haus website, social media, emails and educational materials is general in nature. It is intended to help you better understand our approach and the services we offer, but it does not replace an individual consultation, medical assessment, diagnosis or treatment recommendation. Information about a treatment should not be interpreted as an indication that the treatment is appropriate for you. Individual recommendations are made following appropriate consultation and assessment.

RESPECT WITHIN THE HAUS

We want Lau-vei Haus to feel safe, considered and respectful for everyone who walks through our doors. We ask that patients, practitioners and team members treat one another with courtesy and respect. Aggressive, abusive, threatening, discriminatory or inappropriate behaviour will not be accepted. Where necessary to protect our patients or team, we may end an appointment or decline future non-urgent services.

AUSTRALIAN CONSUMER LAW

Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law or other applicable legislation. Where a right under Australian law is inconsistent with these terms, your statutory rights will prevail.

CHANGES TO THESE TERMS

From time to time, we may update these Terms & Conditions to reflect changes to our services, clinic operations, professional standards or legal and regulatory requirements. The current version will always be available on our website.

CONTACT US

For enquiries about Lau-vei Haus, appointments or your care, please contact us at

Lau-vei Haus
16/145 Racecourse Road
Ascot, QLD 4007
Brisbane, Queensland, Australia

hello@lauveihaus.com.au