Terms & Conditions
Updated: 28th April 2024
Booking Policy
Appointment Deposits and Cancellations
A NON-REFUNDABLE deposit is required for all online and in-clinic appointments to confirm your booking at Kaya Cosmedica. This deposit will be applied to your treatment balance on the day of your visit.
General Policy
- Deposits are non-refundable and are held on your patient file for up to 12 months from the payment date.
- If you cancel within the required notice period, your non-refundable deposit remains on your file for future use.
- Failure to provide the required notice will result in forfeiture of your deposit.
Required Notice Periods and Deposit Amounts
| Treatment Type | Notice Required | Deposit Amount |
|---|---|---|
| General Treatments | 48 hours | Varies |
| Extended Treatments (2+ hours) | 5 days | Varies |
| Fine Lines and Wrinkles | 48 hours | $50.00 |
| Volume Loss, Collagen Loss, and Skin Dehydration | 48 hours | $200.00 |
| Ultherapy | 5 days | $500.00 |
| Tixel and BBL | 48 hours | $50.00 |
| Microneedling, Chemical Peel, Medifacial, and Dermaplaning | 48 hours | $50.00 |
Please provide the required notice for your specific treatment when cancelling or rescheduling to avoid forfeiting your non-refundable deposit.
Exceptional Circumstances
In rare and exceptional circumstances, Kaya Cosmedica may, at its sole discretion, consider refunding a deposit. This is not a standard policy and will be evaluated case-by-case. If a refund is approved under exceptional circumstances:
- A $10 processing fee will be deducted from the refunded amount.
- The decision to refund is final and at the absolute discretion of Kaya Cosmedica.
- This exception does not create a precedent or alter our standard non-refundable deposit policy.
By booking with Kaya Cosmedica, you acknowledge and agree to these terms and conditions regarding non-refundable deposits and cancellations, including the non-refundable nature of deposits outside of exceptional circumstances.
Clinic Etiquette
As a valued patient of Kaya Cosmedica, we reserve appointments especially for you. Therefore, we kindly request that you contact us promptly if you are unable to attend. We are more than happy to accommodate your request within our policy time frame.
Reservations
To secure your preferred treatment date and time, please book your appointment in advance. If we cannot accommodate your preferred time, our team will be delighted to add you to our waitlist upon request.
Arriving Late
If you arrive more than 15 minutes past your appointment start time, we may not be able to accommodate you. We will endeavour to reschedule your appointment at the soonest possible available time slot. This ensures respect for other patients, our staff’s schedule, and our ability to provide excellent service.
No Shows
Failure to show up for your appointment or inform Kaya Cosmedica of a cancellation will result in the loss of your deposit.
Children
Due to the invasive nature and safety requirements of our treatments, Kaya Cosmedica is not suitable for children. We kindly ask that you make alternative arrangements for childcare during your appointment.
Right of Refusal
We reserve the right to refuse service to anyone for any reason we deem appropriate.
Covid-19 Policy
If you are unwell or have tested positive for COVID-19, please reschedule your appointment.
Electronic Communications & Consent
We use electronic means (such as email, SMS, and online booking) to communicate with you regarding essential matters, including your appointments, treatment information, and clinical care. These communications are vital to our service delivery and patient care process. By providing your contact details, you consent to receive these essential communications.
We may also send you non-essential communications such as clinic updates, special offers, and educational content for your convenience. You can easily opt out of these marketing messages at any time using the link provided in each message or by contacting our clinic directly.
While we take reasonable precautions to protect your information, electronic communications carry inherent security risks. Please keep your contact details current and take appropriate measures to secure your personal devices.
Our Privacy Policy provides comprehensive details on how we handle your personal information. Please speak with our team if you have any questions about our communication practices.
Patient Rights and Responsibilities
At Kaya Cosmedica, we are committed to providing exceptional, ethical, and personalised aesthetic care in a safe and respectful environment. This policy outlines your rights as a patient and your responsibilities in our partnership to achieve the best possible outcomes.
Your Rights as a Patient
- Access to Care: You have the right to access our services without discrimination based on gender, race, disability, age, religion, ethnicity, beliefs, sexual preference, or medical condition.
- Safety: You have the right to receive safe and high-quality care that meets professional standards, provided by qualified practitioners in a safe environment using TGA-approved products and devices.
- Respect: You have the right to be treated with dignity and respect, with recognition of your unique background, culture, and beliefs.
- Communication & Partnership:
– You have the right to open, honest, and clear communication with our team
– You have the right to ask questions about your condition, treatment options, risks, benefits, and expected outcomes
– You have the right to be actively involved in decisions about your care - Information & Consent:
– You have the right to receive clear information to help you make informed decisions
– You have the right to understand the costs associated with your treatment before proceeding
– You have the right to give informed consent before any procedure begins
– You have the right to refuse treatment or seek a second opinion - Privacy & Confidentiality: You have the right to have your personal health information treated privately and kept confidential in accordance with privacy laws.
- Feedback: You have the right to provide feedback or make a complaint without it adversely affecting your treatment.
Your Responsibilities as a Patient
To help us provide you with the best possible care, we ask that you:
- Provide Information: Give accurate and complete information about your medical history, current health status, medications, allergies, and any other relevant factors.
- Ask Questions: Seek clarification if you don’t understand the information provided or have concerns about your treatment plan.
- Participate in Your Care: Actively participate in developing your treatment plan and follow agreed-upon instructions for pre- and post-procedure care.
- Respect: Treat our staff and other patients with courtesy and respect, and respect the privacy of others within the clinic.
- Appointments: Attend scheduled appointments on time and provide notice if you need to cancel or reschedule according to our cancellation policy.
- Follow Clinic Policies: Adhere to clinic policies related to safety and conduct within our premises.
We believe that a collaborative partnership between patient and practitioner leads to the best aesthetic outcomes and overall experience. Please feel free to discuss any aspect of this policy with our team.
Refunds & Returns
When you shop on our online store, you are fully protected by Australian Consumer Law. Kaya Cosmedica has a strict ‘no refund’ policy for purchases of goods or services if you change your mind. This policy also applies to treatments performed in our clinic. Our treatments and packages are non-transferable to other individuals. Refunds are only provided if there is a defect with the product or if it remains in its original, unused condition.
Feedback Process
Compliments
At Kaya Cosmedica, we appreciate all forms of feedback. Please contact us via phone or email with any feedback you have. Alternatively, you can also leave us a Google review.
Concerns or Complaints
At Kaya Cosmedica, we aim to provide a high-quality, professional service for all patients at all times. We understand that we may not always meet expectations. Your feedback is crucial in helping us improve. Thank you for helping us grow and serve you better.
We take concerns or complaints very seriously at Kaya Cosmedica. Please be assured your complaint will be handled with respect and urgency. We raise complaints to management and respond as soon as possible.
Notifying us of a complaint
You can make a complaint either verbally or in writing, by calling us at 9329 9991 or by emailing us at [email protected].
Making a formal complaint
If you are dissatisfied with how we have handled your complaint or the outcome, you may contact the following organisations for further assistance:
Health Complaints Commissioner
Email: [email protected]
Website: Health Complaints Commissioner
Phone Toll Free: 1300 582 113
Medical Practitioners Board of Victoria
Email: [email protected]
Website: AHPRA
How to submit a concern
Telephone: 1300 419 495
Privacy Policy
Introduction
This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg. staff training).
What personal information do we collect?
The information we will collect about you includes your:
- names, date of birth, addresses, contact details
- medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
- When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.
- During the course of providing medical services, we may collect further personal information.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
- In some circumstances, personal information may also be collected from other sources. Often, this is because it is not practical or reasonable to collect it from you directly. This may include information from
your guardian or responsible person - other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
- your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
- with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APP guidelines and this policy
- with other healthcare providers
- when it is required or authorised by law (eg court subpoenas)
- when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
- to assist in locating a missing person
- to establish, exercise or defend an equitable claim
- for the purpose of confidential dispute resolution process
- when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.
We may provide de-identified data to other organizations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included.
How do we store and protect your personal information?
Your personal information is stored at our practice in electronic form.
Our practice stores all personal information securely.
Our patient records are stored in electronic format, in protected information systems or in hard copy format in a secured environment. Only our staff have access to these records and all files are secured with username, passwords and further authentication factors.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing to [email protected] and our practice will respond within a reasonable time. We will endeavor to complete this within 28 days of receiving the request. Earlier where possible.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to [email protected]
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.
You should direct any complaints/concerns in writing to [email protected] or alternatively could send it to us directly at 376 Clarendon Street, South Melbourne, VIC 3205. We will endeavor to respond to you within 7 working days.
You may also contact the Health Complaints Commissioner. Generally, the HCC will require you to give them time to respond before they will investigate. For further information visit www.hcc.vic.gov.au
Policy review statement
Our privacy policy will continuously be reviewed and updated as required. Updates and changes to our privacy policy will be made available on our website www.kayacosmedica.com.au