Clinic Policies

Booking Policy:

From 1 September 2026, services under $100 will require a 100% deposit at the time of booking, whether booked online or in clinic, and must be paid at least 48 hours prior to your appointment.
Services over $100 will continue to require our usual 50% deposit at the time of booking, whether booked online or in clinic, and must be paid at least 48 hours prior to your appointment.
Brow Tattooing appointments require a 50% deposit at the time of booking, or at least 7 days prior to your appointment.
Deposits can be paid via Phorest Pay when booking online or through the invoice sent to your email. Alternatively, payment can be made over the phone or in clinic. Bookings that do not meet the above deposit requirements may be cancelled if payment is not received within the required timeframe.

Cancellation Policy:

Deposits are non-refundable and non-transferable when an appointment is cancelled or rescheduled with less than 24 hours’ notice.
If you cancel or reschedule less than 24 hours but more than 4 hours before your appointment, and a 100% deposit was paid, 50% of the deposit will be refunded or credited.
If you cancel or reschedule within 4 hours of your appointment, or do not attend your appointment, a 100% cancellation fee of the total treatment cost will apply.
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 48 hours 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.

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:
1. Assess the concern professionally
2. Review aftercare compliance
3. 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.

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:
1. Results vary from person to person.
2. Multiple sessions are usually required.
3. Maximum visible results often take 4–6 weeks or longer.
4. Outcomes depend on skin condition, lifestyle, hormones, sun exposure, and adherence to aftercare instructions.
5. Temporary reactions such as redness, swelling, bruising, blistering, or sensitivity can occur and are normal responses to certain treatments.
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 and how to manage strong responses and reactions.

Privacy Policy:

Paulina de los Reyes Beauty, Skin 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.

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.