Last updated: 13 June 2026

This policy applies to appointments, consultations, treatments, products, gift cards, packages and other purchases made through Curate Aesthetic Clinic.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
 

1. Appointment deposits

A deposit may be required to reserve an appointment. The required amount will be disclosed before payment and will ordinarily be deducted from the total appointment cost.

More than 24 hours’ notice

When an appointment is cancelled or rescheduled more than 24 hours before its scheduled start time, the deposit may be:

• Transferred to a new appointment; or

• Refunded to the original payment method upon request

The new appointment remains subject to availability.
 

Within 24 hours

Deposits are non-refundable when an appointment is cancelled or rescheduled within 24 hours of the scheduled appointment time.

A new deposit may be required to secure another appointment.
 

No-shows

A patient who does not attend and has not provided notice is considered a no-show.

Deposits are non-refundable for no-shows. A new deposit may be required before a future appointment can be confirmed.
 

Exceptional circumstances

We understand that illness and unexpected events can occur. Requests for an exception may be considered individually at Curate’s discretion, and supporting information may be requested.

Consideration of exceptional circumstances does not guarantee a refund or transfer.

This does not affect any rights available under the Australian Consumer Law.
 

2. Late arrival

Late arrival may reduce the time available for consultation or treatment.

Where it remains clinically safe, we may shorten or modify the appointment. The original appointment fee may still apply.

If there is not enough time to safely complete the appointment, it may need to be rescheduled and treated as a cancellation within 24 hours. The deposit may therefore be retained.
 

3. Appointments cancelled by Curate

Where Curate cancels an appointment and cannot provide the booked service, you may choose to:

• Transfer the deposit or payment to another appointment; or

• Receive a refund for the service that was not provided

Where possible, we will provide reasonable notice and offer another appointment.
 

4. When treatment does not proceed

All treatments are subject to consultation and clinical suitability.

If treatment cannot proceed but a consultation or assessment has been completed, the applicable consultation fee may be retained.

Any amount paid above the consultation fee may be:

• Applied to an appropriate alternative treatment

• Held as clinic credit with your agreement; or

• Refunded where appropriate

If treatment cannot proceed because relevant information was withheld or required preparation instructions were not followed, the deposit or consultation fee may be retained.

This will be assessed according to the circumstances and does not limit your consumer rights.
 

5. Treatment and service refunds

We do not provide refunds solely because:

• You change your mind after a treatment has been provided

• You expected a different subjective outcome

• You decide that you no longer want to complete a recommended treatment plan

• Temporary and previously explained side effects occur

• Results develop differently or at a different rate than anticipated, where the service otherwise met applicable consumer guarantees

Individual treatment responses vary, and a particular result cannot be guaranteed.
 

However, our services come with consumer guarantees. They must be:

• Provided with due care and skill

• Fit for an agreed purpose where you relied on our advice

• Supplied within a reasonable time where no timeframe was agreed

If you believe a service has not met a consumer guarantee, please contact us promptly.
 

We may ask you to attend a clinical review so that we can assess:

• Your symptoms or concerns

• The treatment record

• Expected recovery

• Whether further care is required

• Whether the concern represents a minor or major service failure
   

Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include:

• Further assessment

• Repeat or corrective service

• Referral or clinical management

• Partial refund

• Full refund

• Another remedy required by law

Nothing in this policy requires you to accept further treatment where the Australian Consumer Law gives you the right to choose a refund or another remedy.
 

6. Change-of-mind product returns

We are not required to provide a refund or exchange because you change your mind about a product.

At our discretion, we may accept a change-of-mind return where:

• The request is made within 14 days of purchase

• Proof of purchase is provided

• The product is unopened, unused and undamaged

• Packaging and seals remain intact

• The product is in a condition suitable for resale
   

For health, hygiene and safety reasons, opened or used skincare, cosmetics, supplements and personal-care products cannot ordinarily be returned for change of mind.

Shipping, delivery and transaction costs are not ordinarily refundable for change-of-mind returns.
 

7. Faulty, damaged or incorrectly supplied products

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Please contact us if a product is:

• Faulty or unsafe

• Damaged before it was supplied

• Significantly different from its description

• Incorrectly supplied

• Not fit for a disclosed purpose
   

We may request proof of purchase, photographs or return of the product so that the concern can be assessed.

Depending on whether the problem is minor or major, you may be entitled to a repair, replacement, refund or another remedy provided by law.

A refund will not be refused merely because packaging has been opened where opening the product was reasonably necessary to identify the problem.
 

8. Adverse reactions to products

An individual sensitivity or allergic reaction does not necessarily mean that a product is faulty.

Please discontinue use and contact Curate or an appropriate healthcare practitioner if you experience an unexpected reaction.

We will review relevant information, which may include:

• How the product was used

• The product ingredients and instructions

• Your symptoms and medical history

• Product storage and expiry

• Batch or manufacturing information

• Whether the product appears faulty or misdescribed

Any refund or replacement will be determined according to the circumstances and applicable consumer law.
 

9. Prepaid packages and treatment courses

Prepaid packages and treatment courses are not automatically refundable for change of mind.

Requests relating to unused treatments will be assessed individually, taking into account:

• Whether any services have already been provided

• Discounts applied when the package was purchased

• Products ordered or allocated specifically for the patient

• Clinical suitability

• The reason the package cannot be completed

• Curate’s obligations under the Australian Consumer Law
   

Where a refund is approved after part of a discounted package has been used, completed treatments may be recalculated at their standard individual price before the remaining balance is determined, provided this condition was disclosed when the package was purchased.

Where a treatment becomes clinically unsuitable, we will discuss reasonable alternatives, credit or any remedy required by law.
 

10. Gift cards

Gift cards are not ordinarily refundable or redeemable for cash because of a change of mind.

This does not limit any refund or remedy required under the Australian Consumer Law.
 

Gift cards remain subject to:

• Their stated expiry date

• Any minimum validity period required by law

• Clinical assessment and treatment suitability

• The terms disclosed at purchase

Purchasing a gift card does not guarantee that the recipient will be suitable for a particular treatment. The value may be applied to another eligible service or product where appropriate.
 

11. Promotional and discounted purchases

Promotional prices, complimentary additions and discounted packages remain subject to the Australian Consumer Law.

Promotional purchases are not automatically refundable for change of mind unless the offer terms expressly provide otherwise.

Where a refund is legally required, a promotional or sale purchase receives the same consumer-guarantee protection as a full-price purchase.
 

12. Refund method

Approved refunds will ordinarily be returned to the original payment method.

Where that is not possible, we may request information needed to process the refund securely.

Bank and payment-provider processing times are outside Curate’s control. Clinic credit will not be substituted for a monetary refund where the Australian Consumer Law entitles you to receive a refund.
 

13. How to request a refund or review

Please contact us with:

• Your full name

• Appointment or purchase date

• The service or product concerned

• Proof of purchase, where available

• A description of the issue

• Relevant photographs or supporting information, where appropriate
   

Email: admin@curateclinic.com
Telephone: 0433 456 936
Address: 1/306 Oxley Road, Graceville QLD 4075

We may ask you to attend a clinical review or return a product before determining the appropriate response.

We will assess requests fairly, within a reasonable period and in accordance with our legal and professional obligations.