Our Cancellation Policy

We have recently updated our cancellation policy which protects our business and valued patients. The new changes will take effect from Monday 15th May 2023.

If you need to cancel or reschedule your appointment, we require 48 hours’ notice. If you do not provide this notice, you will forfeit your $100.00 deposit.

To re-book your appointment, you will be required to pre-pay 50% of the total treatment fee. If you fail to attend your re-booked appointment without providing 48 hours’ notice, you will forfeit the 50% deposit fee.

We understand that unfortunate and unforeseen circumstances occur, in which case we may waive the cancellation fee. This is at our discretion and includes serious injury, disease, or death. Please note that we will not waive the cancellation fee if you are unwell.

We would like to thank all our patients for their understanding and continued support.

Special Requirements for Treatments

If you are considering Skin Analysis and Skin Rejuvenation Treatments

• All new clients, and existing clients who have not been into the My Genesis clinic in over 12 months will need to book a Skin Analysis Consultation before any treatment or purchase of skin products.
• Quotes and treatment plans supplied after a consultation are valid for 3 months.

If you are considering K-Laser treatments

• Clients must supply a referral letter from a doctor or skin cancer specialist that details the moles and lesions to be treated are benign and are suitable to be removed using K-laser. A referral must be no older than 12 months.
• The consultation fee will be waived if the referral is from Dr Taylor, or one of our 360uv skin cancer doctors.
• Quotes and treatment plans supplied after a consultation are valid for 3 months.

If you are considering Laser Hair Removal

• The initial consultation fee is redeemable on treatments booked, and taken, within 14 days.
• Each new area under consideration for treatment will require a test patch.
• Quotes and treatment plans supplied after a consultation are valid for 3 months.

If you are considering Wrinkle Reduction Treatment

• A script from Dr Taylor is required for Schedule 4 products and will be valid for 12 months.
• The consultation fee will be waived if treatment is undertaken on the same day, once the treatment plan has been fully assessed and presented.
• Quotes and treatment plans supplied after a consultation are valid for 3 months.

Reasons for postponement

Before your My Genesis appointment please be aware of clinical reasons for postponement. There are several clinical reasons why your consultation or treatment with your Dermal Clinician, Dermal Therapist or Aesthetic Nurse may be postponed.

• Sun exposure and the application of fake tan within 4 weeks of your laser treatment.
• Commencement or adjustment of medication. Please contact us on (02) 6282 1155 or message us at mygenesis@capsclinic.com.au or patientinfo@capsclinic.com.au to inform your Dermal Clinician, Dermal Therapist or Aesthetic Nurse.
• Pregnancy and breastfeeding, as it is the policy of the clinic to not perform injecting treatments and certain dermal therapy treatments during this time. Please contact us on (02) 6282 1155 or message us at mygenesis@capsclinic.com.au/patientinfo@capsclinic.com.au to discuss with your Dermal Clinician, Dermal Therapist or Aesthetic Nurse.
• Long haul flights are contraindicated within the two week period after laser treatment to leg veins.
• Infectious disease, including cold sore (herpes simplex), or symptoms of being unwell
• Recent surgery. Depending on the type of surgery or treatment undertaken generally you will need to wait at 2 to 4 weeks before having treatment in the area (except Healite). Please contact us on (02) 6282 1155 or message us at mygenesis@capsclinic.com.au/patientinfo@capsclinic.com.au to discuss with your Dermal Clinician, Dermal Therapist or Aesthetic Nurse.

If you present for your appointment with any concern or contraindication listed above, the full booking fee will be forfeited.

To reconfirm your appointment

We will contact you by email or SMS 48 hours prior to your appointment. Failure to confirm your appointment will result in the appointment being offered to another client and you will forfeit your non-refundable booking fee.

If you need to cancel or reschedule up to 48 hours prior to your appointment

We understand circumstances can change and will accept change of time, date or cancellations up to 48 hours prior to your appointment. To assist you, we will contact you by email or SMS 48 hours prior to your appointment.

Please contact us on (02) 6282 1155 or email us at mygenesis@capsclinic.com.au or patientinfo@capsclinic.com.au to cancel or reschedule.

If you need to cancel or reschedule within 48 hours of your appointment

Please contact us on (02) 6282 1177 or email us at mygenesis@capsclinic.com.au or patientinfo@capsclinic.com.au to cancel or reschedule. If you are cancelling your appointment within 48 hours we will, where possible, contact other clients who have requested cancelled appointments, so that your missed appointment can be filled.  If we can do this successfully, we will not charge you a cancellation fee.

If we are unable to find a client to fill your appointment, you will forfeit your non-refundable booking fee.

There are specific situations, described under Australian Consumer Law, where we will not charge you a cancellation fee and these relate to extreme events that are beyond the control of you, the client, which makes it impossible for you to cancel within a reasonable time frame or to arrive on time.  An example of such an event might be a bush fire or car accident. Please notify us if extenuating circumstances apply.

If you fail to arrive

If your appointment has been confirmed and you fail to attend your appointment, the full booking fee will be forfeited, and the appointment will be recorded as a “no show” in your file.  If three “no-show appointments” are recorded, your file will be suspended, and no further appointments will be offered.

If the My Genesis Clinic needs to cancel

Unforeseen circumstances may cause the My Genesis Clinic to postpone your appointment. Should this occur, and we are unable to reschedule the appointment for a suitable time, the booking fee will be fully refunded.

If you need to return/ exchange an item

You may return an item for a full refund, credit or exchange within 30 days from receipt of purchase if the product and packaging is in it’s original, unused and undamaged condition. Due to hygiene purposes, we are unable to accept return or exchange on any items that have been opened or damaged after purchase. If you believe that an item is faulty in mechanism or content, please contact us to arrange an inspection of the item before approving the return of the item.

If you have a My Genesis Gift Voucher

Gift Vouchers are not redeemable for cash. The gift voucher must be presented at the time of your appointment.

My Genesis gift vouchers are available for use on all My Genesis skin treatments and products.

Phone (02) 6282 1155 to find out about purchasing gift vouchers or purchase a gift voucher on our website.

If you have questions

If you have any questions, please contact The CAPS Clinic on (02) 6282 1155 or email patientinfo@capsclinic.com.au

Policy last Updated June 2024

Healite Package T&C's

Learn more about Healite here.

Single Healite Treatment $100 each

Add-on Healite Treatment $50 each (When added on to another skin rejuvenation treatment, must be added at time of booking and taken within same appointment).

Healite Pre-Paid Package $300 for 4 Healite Treatments (This equates to $75 each, total saving $100)

Healite Package Terms and Conditions

• A booking fee of $100 is required at the time of booking. Booking fee is forfeit if you cancel within 48hrs of your appointment, or fail to show.
• The booking fee will be deducted from the Healite Pre-Paid Package fee. Balance of payment due at time of first appointment. Healite Pre-Paid Packages are non-refundable.
• Pending client suitability. A short review will take place with your clinician to determine suitability, before treatment commences. Medications that may cause photosensitivity may impact your ability to have a Healite performed.
• No substitutions for Healite treatment within Healite Pre-paid Package.
• Healite treatments as part of a Healite Pre-Paid Package must be taken within 3 months of date paid.
• Receive a complimentary Enzyme Mask treatment valued at $60 with every Healite Pre-Paid Package. Clients who have had facial surgery must wait 2 weeks after surgery before having Enzyme Mask treatment. Enzyme Mask treatment will be completed during your Healite treatment appointment.
• Bookings can be made by calling (02) 6282 1155 between Monday to Friday, 8am to 5pm, pending availability at the time of your call.
• Please refer to our general treatment information regarding postponements here.