Clinic Terms & Conditions

Our client satisfaction is paramount to us.

Payment at Time of Service

Full payment is required at the completion of your appointment. All promotional offers, vouchers, treatment packages, and discounted services must be paid in full at the time of purchase unless otherwise agreed by The Greville Clinic.

Default and Recovery Costs

In the event of non-payment, you agree to indemnify The Greville Clinic Pty Ltd for all costs incurred in recovering the debt. These recovery costs will be added to the original amount owed and are recoverable as a liquidated debt.

Accepted Payment Methods

The Greville Clinic accepts the following payment methods:

• Cash
• Visa
• Mastercard
• American Express
• Afterpay
• Zip Money

Card and merchant provider fees may apply to payments processed in-clinic or via our online payment platforms.

Clinic Trading Hours

• Monday: Closed
• Tuesday: 10:00am – 7:00pm
• Wednesday: 10:00am – 7:00pm
• Thursday: 10:00am – 7:00pm
• Friday: 10:00am – 7:00pm
• Saturday: 9:00am – 5:00pm
• Sunday: Closed (by appointment only)

The Greville Clinic reserves the right to vary trading hours, appointment availability, practitioner schedules, and services offered from time to time.

Practitioner and Staff Availability

The Greville Clinic makes every reasonable effort to ensure the availability of its practitioners and staff. However, appointments may be affected by illness, injury, incapacity, emergency, leave, resignation, training commitments, or other circumstances beyond the clinic’s reasonable control.

The Greville Clinic reserves the right to reschedule, postpone, reallocate, modify, or cancel appointments where a practitioner or staff member is unavailable.

Where reasonably practicable, clients will be offered an alternative appointment time, an alternative suitably qualified practitioner, clinic credit, or another reasonable alternative.

The temporary or permanent unavailability of a practitioner or staff member does not, of itself, constitute a fault, major problem, or failure to provide services and does not automatically entitle a client to a refund, compensation, damages, or cancellation of a package, voucher, membership, or treatment plan.

Except where required by law, The Greville Clinic will not be liable for any travel costs, accommodation costs, loss of income, inconvenience, or consequential loss arising from appointment changes due to practitioner or staff unavailability.

Refunds and Exchanges

The Greville Clinic will provide refunds, exchanges, or clinic credit in accordance with Australian Consumer Law.

You may be entitled to a refund, exchange, or clinic credit where a product or service is:

• Faulty;
• Substantially unfit for its intended purpose and cannot be remedied within a reasonable timeframe;
• Unsafe; or
• Significantly different from its description or sample.

Where an issue can be remedied, The Greville Clinic will make reasonable efforts to resolve the issue within a reasonable timeframe.

Where an issue cannot be remedied, you may be entitled to a refund, exchange, or clinic credit in accordance with your rights under Australian Consumer Law.

No refund, exchange, or clinic credit will be provided for change of mind.

Treatments, services, packages, memberships, and vouchers are not transferable to another customer unless approved by The Greville Clinic Manager. Where a transfer is approved, an administration fee may apply.

Any approved refund will be processed to the original payment method used for the purchase wherever reasonably practicable.

Refunds will be processed to the original payment card used for the purchase and must be returned to a card in the same name as the original purchaser. For security reasons and in accordance with merchant provider requirements, refunds can only be processed in person at the clinic and cannot be processed over the phone.

Third-party merchant fees are non-refundable where permitted by law.

A service fee of up to 20% may apply to discretionary refunds approved by The Greville Clinic Manager for reasons other than those required under Australian Consumer Law.

Package Refunds

Package refund requests will be assessed in accordance with this Policy and Australian Consumer Law.

If a package refund is approved, the value of treatments already received will be calculated using the full Recommended Retail Price (RRP) of each individual treatment at the time of purchase, multiplied by the number of treatments completed.

Any approved refund will be limited to the difference between the amount paid for the package and the value of treatments already received.

Where the value of treatments received is equal to or greater than the amount paid for the package, no refund will be payable.

Client Information, Treatment Risks and Outcomes

Clients are responsible for providing complete, accurate, and up-to-date medical, health, medication, and personal information relevant to their treatment.

The Greville Clinic will not be responsible for any adverse outcome, treatment limitation, or inability to provide treatment resulting from incomplete, inaccurate, or undisclosed information.

Information provided by The Greville Clinic, whether verbally, electronically, through marketing materials, social media, consultations, or otherwise, is intended for general informational purposes only and should not be relied upon as medical advice, diagnosis, or treatment.

Clients should seek independent medical advice regarding any medical condition, concern, diagnosis, medication, allergy, or treatment suitability before proceeding with treatment.

The Greville Clinic does not warrant or guarantee any particular treatment outcome. Individual results vary and are influenced by a range of factors, including age, genetics, lifestyle, medical history, skin condition, healing response, compliance with treatment recommendations, adherence to pre- and post-treatment instructions, and other factors outside The Greville Clinic’s control.

Clients acknowledge that cosmetic, aesthetic, laser, skin, body contouring, and related treatments carry inherent risks and variable outcomes. Adverse reactions, complications, side effects, bruising, swelling, redness, pigmentation changes, allergic reactions, infection, scarring, prolonged healing, discomfort, and unsatisfactory results may occur despite appropriate care and treatment.

The occurrence of a known or reasonably foreseeable adverse reaction, side effect, complication, or variation in treatment outcome does not, of itself, constitute a fault, major problem, negligence, or failure to provide services.

Clients agree to follow all pre-treatment and post-treatment instructions provided by the clinic and must promptly notify The Greville Clinic of any unexpected reaction or concern following treatment.

Except where required by law, the occurrence of an adverse reaction, complication, side effect, or treatment outcome that differs from expectations does not automatically entitle a client to a refund, exchange, clinic credit, compensation, or cancellation of a treatment package.

Follow-Up and Review Appointments

Clients may be requested to attend follow-up or review appointments to assess treatment outcomes, monitor healing, and address any concerns.

Failure to attend recommended review appointments may limit The Greville Clinic’s ability to assess or manage treatment-related concerns and may be taken into consideration when assessing any request for remedial treatment, clinic credit, or refund.

Treatment Variations

The Greville Clinic reserves the right to vary, modify, substitute, or adapt a treatment, treatment plan, product, technique, technology, or treatment parameters where reasonably necessary to address clinical findings, contraindications, safety considerations, treatment response, equipment availability, practitioner assessment, or other circumstances identified at the time of treatment.

Where reasonably practicable, The Greville Clinic will discuss any proposed variation with the client and obtain consent before proceeding.

A clinically appropriate variation to a treatment does not, of itself, constitute a fault, major problem, or failure to provide the purchased service and does not automatically entitle a client to a refund, exchange, clinic credit, or cancellation of a treatment package.

Suitability for Treatment and Right to Refuse Service

The Greville Clinic reserves the right, acting reasonably and subject to applicable law, to decline, postpone, modify, or discontinue any consultation, treatment, package, membership, service, or ongoing treatment plan.

This may include, but is not limited to, circumstances where:

• Treatment is clinically inappropriate, unsafe, or not in the client’s best interests;
• A client has unrealistic expectations regarding treatment outcomes;
• A breakdown in the practitioner-client relationship has occurred or is likely to occur;
• A client fails to follow clinic policies or treatment recommendations;
• A client provides incomplete, inaccurate, or misleading information;
• A client engages in disruptive, unreasonable, aggressive, abusive, threatening, harassing, or otherwise inappropriate behaviour;
• Continuing treatment may adversely affect the wellbeing of staff, practitioners, or other clients; or
• The clinic otherwise determines that commencing or continuing treatment is not appropriate.

Where treatment is declined, postponed, modified, or discontinued, The Greville Clinic may offer rescheduling, an alternative treatment, clinic credit, or a refund where appropriate and in accordance with Australian Consumer Law.

Cancellations and Non-Attendance

A minimum of 24 hours’ notice is required for appointment changes or cancellations.

If less than 24 hours’ notice is provided, or if you do not attend your appointment, The Greville Clinic reserves the right to retain any booking fee or deposit paid and/or redeem a treatment from your package.

Cosmetic Aesthetic Treatments

A non-refundable booking fee of $50 applies to all cosmetic aesthetic treatment appointments.

The booking fee may be applied towards the cost of treatment at your appointment and may be forfeited in accordance with the Cancellation Policy.

Promotions, Gift Cards, Vouchers and Credits

Promotional offers cannot be used in conjunction with any other offer, promotion, discount, package, voucher, or special pricing unless expressly stated otherwise.

Promotional offers must be redeemed within 2 months of the date of purchase unless otherwise specified. Any unused promotional entitlement will expire after this period.

Gift cards, promotional gift cards, vouchers, prepaid treatment credits, membership credits, store credits, and bonus or complimentary credits are non-refundable, non-transferable, have no cash value, and cannot be redeemed for cash except where required by law.

Gift Cards must be redeemed before the expiry date stated on the Gift Card or otherwise communicated at the time of issue.

Expired Gift Cards have no cash value and are not eligible for refund, exchange, or clinic credit except where required by Australian Consumer Law.

Bonus, goodwill, complimentary, or promotional credits may only be used in accordance with the specific terms of the promotion under which they were issued.

Treatment vouchers must be paid for in advance. Alternatively, a $50 booking fee will apply.

Treatment vouchers are valid for 14 days from the date of issue and must be booked within this period. Treatments must be completed within 2 months of the voucher issue date.

Packages

Treatment packages must be redeemed within the following periods:

• Skin & Laser packages of 3 treatments or less: 6 months
• Skin & Laser packages of 4–8 treatments: 12 months
• Skin & Laser packages of 9 or more treatments: 18 months
• Fat Freezing or Body Sculpting packages: 12 months
• HIFU Skin Tightening packages: 12 months

Unused treatments will expire at the end of the applicable validity period.

Where reasonable circumstances exist, The Greville Clinic may, at its discretion, extend package expiry periods. Any extension must be approved by The Greville Clinic Manager.

Expired treatments have no cash value and are not eligible for refund, exchange, or clinic credit except where required by Australian Consumer Law.

Clinical Records and Photography

The Greville Clinic may maintain clinical records, treatment notes, and clinical photographs for treatment planning, progress assessment, quality assurance, and regulatory compliance purposes.

Clinical photographs will only be used for marketing, educational, or promotional purposes with the client’s express consent.

Pricing and Service Changes

The Greville Clinic reserves the right to modify pricing, treatment offerings, technology, products, package inclusions, service availability, and promotional offers at any time.

Changes will not affect services or packages that have already been purchased except where reasonably necessary for safety, clinical, regulatory, operational, or manufacturer-related reasons.

General

• By booking an appointment or purchasing products or services with The Greville Clinic, you acknowledge and agree to these Terms and Conditions.
• The Greville Clinic reserves the right to amend these Terms and Conditions at any time. Updated terms will be made available via our website and/or in-clinic.
• Nothing in these Terms and Conditions excludes, restricts, or modifies any rights or remedies that cannot be excluded under Australian Consumer Law or any other applicable legislation.

Acknowledgement

By booking an appointment, purchasing a product or service, redeeming a voucher, purchasing a package, or otherwise engaging with The Greville Clinic, you acknowledge that you have read, understood, and agree to these Terms and Conditions.