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Clinic Policies
New Clients: All NEW CLIENTS require a Consultation – this allows us to plan your treatment. The consult fee will be credited upon your first treatment (minimum $150).
Please complete all Mandatory New Client Forms sent via email upon appointment booking. Ensure they are submitted 24 hours prior to your appointment so that it can be reviewed and assessed prior to your consult.
Right to Refuse & Zero Tolerance: Although a rare occurrence, Radiance Laser Clinic holds the right to refuse service to clients if it is unsafe to do so. If a treatment is requested that is unsafe, we have the right to refuse treatment. Some conditions need to be assessed by a Dermatologist before our practitioner can treat and a medical clearance may be required. Client behaviors that do not align with our morals and standards of practice will not be tolerated. Those that are unreasonable, unruly, threatening and or aggressive in nature will be asked to leave. We thrive to accommodate and service our clients and those businesses within our shared facility.
We are committed to providing a professional, welcoming, and safe environment for all our clients and staff members. We expect all clients to treat our team and fellow clients with respect and kindness. In order to maintain a positive experience for everyone, we have a Zero Tolerance Policy for unruly or disrespectful behavior.
Unacceptable behavior includes, but is not limited to:
Any client exhibiting unruly or disrespectful behavior will be subject to immediate action, which may include:
Our team members are dedicated to providing excellent service, and we expect all clients to treat them with respect. Any behavior that is deemed to compromise the safety, dignity, or wellbeing of our staff or other clients will not be tolerated.
This policy is strictly enforced, and violators will be asked to leave the premises immediately if necessary. Clients who refuse to comply with this policy may be banned from receiving services and will not be entitled to a refund for any pre-paid services or products.
We appreciate your cooperation in maintaining a safe and respectful environment for all. Our goal is to provide you with the best care and services in a professional and pleasant atmosphere.
If you have any questions or concerns regarding this policy, please do not hesitate to contact us.
Cancellation & No Show Policy: We require 24 hours notice for cancelling appointments. You have the flexibility to reschedule before 24 hours of your appointment date and time. Last minute cancellation (after the 24 hours preceding appointment) will be charged a 50% value of the treatment. If the treatment is a “pre-paid” service, it will be subject to the value of the appointment.
No show appointments will be charged a 75% fee of the value of the treatment/service. If the treatment is a “pre-paid” service, it will be subject to the value of the appointment. Appointments cancelled within 7 hours of the appointment fall into the NO Show category.
When you miss an appointment with us, we not only lose your business, but we also missed the opportunity to accommodate other clients for the same time slot. Our practitioners’ schedules are made to accommodate your booking, and we are obligated to honour our practitioner time and wages. It’s for these reasons we have implemented our cancellation policy.
Swap-out option – if you are unable to make your appointment and want to avoid the cancellation fee, you are welcomed to swap out your appointment to a family member or friend for the allotted time you had booked. It will be at the practitioner’s discretion to agree depending on the service the swap out requires. This is a nice win-win-win for 3 people, YOU, the new client and the practitioner and best part… you save on the cancellation fee!
Late Arrivals: If you arrive late for your appointment, your session may be shortened in order to accommodate the clients whos’ appointment precedes yours. Depending on time requirements for your service it may not be feasible and you will need to reschedule. If this is the case, a late arrival fee may apply.
Pre-Paid Packages: Pre paid services are NON-REFUNDABLE. Upon purchase of a package for services you are committing to the series of treatments varying from weekly to monthly intervals and will not be permitted a refund. In certain circumstances, at the discretion of the owner, there may be provisions to apply funds to a different service if you become unable to receive the treatment purchased due to a medical condition however, proof may be requested. Pre paid services give your the advantage of discounted rates.
Credit Card Policy: All services require a credit card to guarantee an appointment. All bookings are to be made online for accuracy of documentation, charting and communication. Credit cards will be charged in the event of a missed appointment falling into the cancellation policy. If you are participating in a payment plan, your card will be charged according to the terms in your quoted agreement. Payments will be taken in clinic with your card present unless you agree to the card on file being charged at the time of your appointment. You will not be billed unless there is a cancellation OR no-show. Upon checkout, you may choose to pay with any other accepted methods of payment (Debit, Visa, MasterCard, Amex, or Cash).
Satisfaction Guaranteed: We strive to provide the best customer service and satisfaction with all treatments provided. If you are unhappy with your treatment, please bring it to the attention of the owner immediately. We would appreciate the opportunity to address your concerns immediately. You may be eligible to receive a follow-up complimentary service for us to have the chance to remedy your concern. We do not offer refunds for treatments or packages. We ask that you voice your concerns directly with us so we can remedy your concerns.
Prices Subject to Change: We are constantly updating and expanding our services and strive to keep our website and menu prices updated. Please be advised that prices and services are subject to change without notice.
Refund Policy
Radiance Laser & Medical Aesthetics Inc. is committed to providing high-quality services and products to our clients. If you are not fully satisfied with your experience, we are here to help. Please read our refund policy carefully to understand the terms and conditions for refunds on purchases made in our clinic or online.
We strive to ensure that all treatments and services provided meet your expectations. However, due to the nature of our services, we generally do not offer refunds once a treatment has been completed.
If you are dissatisfied with the results of a treatment, please contact us within 7 days of your appointment. We will assess your concerns and may offer a complimentary touch-up or adjustment to the treatment at our discretion. Refunds for services are generally not provided unless there is a significant error on our part or a failure to deliver the agreed-upon service.
For prepaid service packages and memberships, we offer no refunds once payment is made. However, we understand that circumstances may change, and in some cases, we may provide a partial refund or credit for unused services. Refunds will be considered on a case-by-case basis and may incur a processing fee.
If you wish to cancel a package or membership, please contact us within 7 days of your initial purchase for a consultation regarding your situation.
We offer a range of products for sale, including skincare items, beauty products, and other retail items. We want you to be fully satisfied with your purchase. If you receive a product that is damaged, defective, or not as described, please contact us within 7 days of purchase for a refund or exchange at the discretion of the owner.
To be eligible for a refund, the product must be unused and in its original packaging. For hygiene and safety reasons, opened or used products are non-refundable unless they are deemed defective or faulty.
For online purchases of services or products, the same policy applies as for in-clinic purchases. If you need to cancel a service or product order made online, please contact us as soon as possible.
Refunds will be issued using the same payment method used for the original transaction. Refunds may take up to 7-10 business days to process, depending on your bank or payment provider.
Our gift cards are non-refundable and cannot be exchanged for cash. If a gift card is lost or stolen, we will not replace it unless we can verify the purchase with proof of purchase.
Privacy Policy: Radiance Laser & Medical Aesthetics Inc. is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy outlines how we collect, use, and safeguard your information when you visit or interact with our Clinic.
By accessing our services, you agree to the terms and conditions set forth in this Privacy Policy. Please read this document carefully to understand our practices regarding your personal and health information.
We collect personal information from you when you visit our facility, schedule an appointment, or use our services. The types of personal information we may collect include:
We collect this information directly from you, either in person, over the phone, or through our website or other digital channels.
We use your personal and health information for the following purposes:
By providing us with your personal information, you consent to the collection, use, and disclosure of your information as outlined in this Privacy Policy. If you provide sensitive health-related information, you provide explicit consent for its collection and use for treatment purposes.
You may withdraw your consent at any time by contacting us, but please note that doing so may affect our ability to provide services.
We will not disclose your personal information to third parties except in the following circumstances:
We take appropriate physical, technical, and administrative measures to protect your personal and health information from unauthorized access, use, alteration, or destruction. Our premises and data systems are secured and monitored to prevent data breaches. We use secured sites to store information. Please note that no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute security.
You have the right to access and update your personal information at any time. If you believe any of your information is incorrect, incomplete, or outdated, please contact us to correct it.
Under Ontario’s Personal Health Information Protection Act (PHIPA), you also have the right to access your health records. Please contact our office if you wish to obtain a copy of your health information.
We will retain your personal and health information only for as long as necessary to fulfill the purposes for which it was collected or as required by law. Once your information is no longer required, we will securely dispose of it in compliance with applicable laws.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Any updates will be posted on our website, and the revised policy will take effect immediately upon posting.
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