Client & Booking Policies
At Maison Derma, every appointment is thoughtfully prepared and time is reserved especially for you. These policies are in place to ensure appointments run smoothly, treatments are delivered safely, and every client receives the time, attention and standard of care they deserve.
By booking an appointment with Maison Derma, you acknowledge and agree to the following policies.
Maison Derma operates by appointment only. Please ensure all information provided when booking is accurate and advise us of any relevant changes to your health, medications, allergies, pregnancy or breastfeeding status, recent procedures or skin conditions before your appointment.
Certain treatments may require a consultation and skin assessment before treatment can proceed.
A booking deposit may be required to secure your appointment. Your appointment is not considered confirmed until the required deposit has been received.
Your deposit will be applied toward the total cost of your appointment.
We understand that circumstances can change. If you need to cancel or reschedule your appointment, we kindly ask that you provide at least 48 hours’ notice.
Cancellations or rescheduling within 48 hours of your appointment may result in the loss of your booking deposit. Repeated late cancellations may require partial or full prepayment before future appointments can be secured.
Failure to attend your appointment without notice will be considered a no-show. Your booking deposit will be forfeited, and prepayment may be required before another appointment can be booked.
Please arrive on time for your appointment. If you arrive late, your treatment may need to be shortened to avoid impacting the next client. The original treatment fee may still apply.
If there is insufficient time to perform your treatment appropriately and safely, your appointment may need to be rescheduled and may be treated as a late cancellation.
At Maison Derma, we believe effective treatment begins with understanding your skin. Certain treatments require a consultation and skin assessment before proceeding. This allows us to discuss your skin concerns, medical and skin history, current skincare, lifestyle, treatment expectations and goals.
A consultation does not guarantee that a particular treatment will be suitable for you. Maison Derma reserves the right to modify, postpone or decline a treatment where it is considered inappropriate or unsafe to proceed.
Your safety is extremely important to us. You must disclose any relevant medical conditions, medications, allergies, pregnancy or breastfeeding status, recent procedures and changes to your health or skin before treatment.
Certain medications, health conditions or procedures may contraindicate a treatment or require medical clearance before proceeding. Please inform your Dermal Clinician of any changes since your previous appointment.
Please advise Maison Derma of all skincare products and medications you are currently using, including retinoids, prescription acne treatments, exfoliating acids and other active ingredients.
Depending on your planned treatment, you may be advised to temporarily discontinue certain skincare products before or after your appointment. Please do not discontinue prescribed medication without first consulting the healthcare professional who prescribed it.
Please advise Maison Derma if you are pregnant, trying to conceive or breastfeeding. Certain treatments, products and ingredients may not be appropriate during pregnancy or breastfeeding.
Where necessary, your treatment plan will be modified or postponed to prioritise your wellbeing and safety.
Please inform Maison Derma if you have recently undergone cosmetic injectables, laser treatments, cosmetic procedures, surgery, dental procedures or any other treatment that may be relevant to your appointment. Please also advise us of any upcoming procedures.
Your skin treatment may need to be modified or postponed depending on the procedure and recommended recovery period.
Certain treatments or products may require patch testing before your appointment. Where patch testing is recommended or required, treatment may not proceed until the appropriate patch-testing period has been completed.
A successful patch test does not guarantee that a reaction cannot occur during or following treatment.
Before certain treatments, you will be required to complete consultation and consent documentation. Your proposed treatment, expected skin response, potential risks, downtime, aftercare and relevant precautions will be discussed with you before proceeding.
You are always encouraged to ask questions and should only proceed once you feel comfortable with your treatment plan.
Every person’s skin is unique, and individual responses to treatment can vary. While treatments and recommendations are selected with the intention of improving your skin concerns, Maison Derma cannot guarantee a particular result or timeframe.
Skin transformation is a process. Certain concerns may require a series of treatments, consistent homecare, lifestyle considerations and ongoing management to achieve and maintain improvement.
Our focus is on creating realistic, sustainable treatment plans that support long-term skin health rather than promising overnight results.
Some professional skin treatments can result in temporary and expected skin responses. Depending on the treatment, these may include redness, sensitivity, dryness, tightness, flaking, mild swelling or temporary changes in the appearance of the skin.
Expected reactions and downtime will be discussed with you where relevant before treatment.
If you experience symptoms that are unexpected, severe or concerning following treatment, please contact Maison Derma promptly and seek appropriate medical care where required.
Clients are responsible for following all pre-treatment and post-treatment instructions provided by Maison Derma. Following your recommended aftercare is important for supporting your skin’s recovery, achieving the best possible outcome and reducing the likelihood of unwanted reactions or complications.
Please avoid picking, scratching or interfering with healing skin. If you have concerns following treatment, contact Maison Derma as soon as possible.
Where appropriate, Maison Derma may recommend a follow-up to assess your skin’s response and progress. If you contact us regarding a post-treatment concern, you may be asked to provide information and clear photographs so your skin can be appropriately assessed.
Social media direct messages should not be relied upon for urgent medical concerns. If you experience a medical emergency or severe reaction, please seek appropriate medical attention.
To maintain a calm, private and safe treatment environment, we kindly ask that you avoid bringing children or additional guests to your appointment unless previously arranged.
Maison Derma reserves the right to decline, postpone or modify a treatment where proceeding may not be appropriate or safe. This may include circumstances involving contraindications, compromised skin, recent procedures, undisclosed medical information, unrealistic treatment expectations or situations where treatment cannot be performed appropriately.
Your wellbeing and skin health will always take priority over proceeding with a treatment.
Maison Derma is committed to providing a welcoming, private, professional and respectful environment. Disrespectful, threatening, abusive or inappropriate behaviour will not be tolerated.
Maison Derma reserves the right to refuse or discontinue service where necessary to maintain a safe and respectful environment.
Payment is required at the completion of your appointment unless otherwise arranged. Available payment methods will be displayed at the time of booking or advised before your appointment.
Treatment packages are created with your individual skin journey in mind and should be used according to the treatment plan recommended by your Dermal Clinician.
Package treatments cannot be transferred to another person unless approved by Maison Derma. Any expiry period, cancellation conditions or additional terms associated with a package will be communicated at the time of purchase.
Promotional offers and complimentary services are subject to the individual terms stated at the time of the promotion. Promotions cannot be exchanged for cash and cannot be combined with another offer unless otherwise stated.
Any expiry dates or treatment conditions associated with an offer will be clearly communicated.
Gift vouchers are subject to the terms and expiry information provided at the time of purchase. Gift vouchers cannot be redeemed for cash except where required by law.
Treatment suitability still applies when a service has been purchased using a gift voucher. If the selected treatment is not considered appropriate for the recipient’s skin, an alternative suitable treatment may be recommended.
Please select skincare products carefully and follow the professional recommendations provided to you. For hygiene and safety reasons, opened or used skincare products generally cannot be returned simply due to a change of mind.
If you believe a product is faulty, unsafe or otherwise does not meet applicable consumer guarantees, please contact Maison Derma. Nothing within this policy is intended to exclude or restrict your rights under Australian Consumer Law.
Maison Derma does not provide refunds simply because a client has changed their mind about a treatment or service that has already been provided.
If you have concerns regarding a treatment or service you have received, please contact Maison Derma so your concerns can be appropriately assessed and addressed. Nothing within this policy excludes or limits any rights or remedies available to you under Australian Consumer Law.
Before-and-after photographs may be recommended as part of your treatment journey to monitor your skin’s progress. Clinical photographs forming part of your treatment record will be handled appropriately and will not automatically be used for social media, advertising or promotional purposes.
Separate consent will be obtained before identifiable photographs or videos are used for marketing, promotional or educational purposes. You are under no obligation to consent to the use of your images for marketing.
Your personal and health information is treated with respect and confidentiality. Information collected during your consultation and treatment may be used to assist with your care, maintain appropriate records and operate Maison Derma’s services.
Your personal or clinical information will not be used for marketing purposes without appropriate consent. Please refer to our separate Privacy Policy for further information regarding how your personal information is collected, stored and used.
Achieving healthier skin is a partnership between you and your Dermal Clinician. We ask that you:
Consistency, communication and appropriate homecare all play an important role in your skin journey.
Our commitment to you
These policies aren’t simply about protecting appointment times — they’re about creating a professional environment where every client receives the time, attention and care their skin deserves.
At Maison Derma, we are committed to providing personalised care, professional guidance and treatment recommendations centred around the health of your skin.
Thank you for respecting the time and care that goes into every Maison Derma appointment.
Your skin. Your journey. Your Maison.
Questions about any of this? Get in touch before you book — it’s always easier to sort out beforehand.