Refund Policy

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.

Terms

• 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 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

• 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.

Treatment Variations

• 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.

Pricing and Service Changes

• 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.