Clinic Policies

Booking Policy:

Paulina de los Reyes Beauty, Skin and Laser Clinic requires payment of a 50% deposit at the time of booking in clinic or online and with a minimum of 48 hours prior to your appointment. Brow Tattooing appointments require a 50% deposit at the time of booking or minimum 7 days prior to your appointment.

You can pay your deposit via Timely Pay, either directly as you are booking online or directly from the invoice sent to your email, alternatively payment can be taken over the phone or paid in the clinic. Bookings not following above will be or may be cancelled if deposits are not received in time.

Cancellation Policy:

50% deposits are non-refundable neither transferable if an appointment is cancelled or rescheduled with less than 24hrs notice. If you cancel or reschedule your appointment within 4 hour or less or if you do not show to your appointment cancellation fee will be a 100% payment of the total cost of your treatment.

For prepaid appointments or gift vouchers payments if you fail to notify your cancellation under the above conditions, your treatment package or voucher will be forfeited.

Your timely consideration is appreciated as we will have a therapist organised for your appointment. If you think you wont make it to your appointment simply let us know in advance by either calling the salon on 9942 3878, email info@paulinadelosreyes.com.au or Online by replying to the text message sent to you 24hrs prior to your appointment.

Client Satisfaction and Service Adjustment Policy:

We are committed to delivering professional, results-driven treatments with the highest standard of care. Your satisfaction and safety are important to us, and clear communication ensures the best outcomes for everyone.

1. Beauty Services (Spray Tanning, Brows, Lashes, Waxing & Sugaring)If you are dissatisfied with your service, you must notify us within 72 hours (3 days) of your appointment. This allows us to:
– Assess the concern professionally
-Review aftercare compliance
– Rectify or adjust the service where appropriate.
Concerns raised after 72 hours may incur a correction fee, as results may be affected by factors outside our control (aftercare, skin type, lifestyle, environmental exposure). We cannot guarantee corrections beyond this timeframe.

2. Advanced & Clinical Skin Treatments (Excel V+, Excel HR, IPL, Skin Needling, Scarlet RF & House Facials, Peels and other corrective treatments)Clinical skin treatments work progressively and require time and consistency to achieve optimal results. Please understand:
– Results vary from person to person.
– Multiple sessions are usually required.
-Maximum visible results often take 4–6 weeks or longer.
– Outcomes depend on skin condition, lifestyle, hormones, sun exposure, and adherence to aftercare instructions.
-Temporary reactions such as redness, swelling, bruising, blistering, or sensitivity can occur and are normal responses to certain treatments.

Note: We offer review appointments to assess skin response and progression. Where clinically appropriate, we may provide complimentary LED therapy to support healing as well as advice on what to do ad how to manage strong responses and reactions.

Children Policy:

Kids over the age of 9 and up to the age of 14 can have certain treatments if a parent or guardian is with them at all times during the treatment. Kids below 9 years old who visit the clinic during their parent appointments pose an occupational health and safety issue to themselves, our staff and our clients. We work in an environment that has sharps, razors, chemicals, mirrors, lasers and other heavy and expensive machinery, hot wax as well as offering treatments that provide relaxation and quiet time to our clients. We ask parents to visit the clinic without their children, please understand that our concern is the safety of your child and our clients relaxation experience. We write this without the intent of offending or upsetting our lovely parent clientele and hope that you will aid us in keeping our clinic as a safe environment. Please contact us if you have any concerns or questions about our Children policy.

Privacy Policy:

Paulina de los Reyes Beauty, Skin and Laser Clinic “Paulina’s” is committed to protecting the privacy of its customers and keeping the information we have collected safe.

Paulina’s is bound by the Commonwealth Privacy Act 1988 (including the National Privacy Principles) (“Privacy Act”), and as such, this policy has been drafted in accordance to the principles concerning the protection of your personal information.

By providing your personal information to Paulina’s, either through our website, our staff, or otherwise, you agree to the collection, and disclosure of that information in accordance with this Privacy Policy. If you do not consent to certain uses of your personal information, we may not be able to provide you with a product or service. This policy is a public document and has been prepared considering the National Privacy Principle.