Clinic Policies

New Clients

All NEW CLIENTS require a Consultation. This allows us to plan your treatment. The $50 consult fee is credited toward your first treatment.

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 & Medical Aesthetics 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:

• Verbal abuse, including swearing, yelling, or any form of threatening language or behavior.
• Discrimination, including racist, sexist, or any other form of offensive remarks or conduct.
• Physical aggression, including hitting, pushing, or any form of violence or threat of violence.
• Harassment, including unwelcome comments, gestures, or actions that create a hostile environment.
• Inappropriate behavior, including any actions that disrupt or threaten the smooth operation of our services or pose a risk to the safety and wellbeing of others.

Immediate Consequences

Any client exhibiting unruly or disrespectful behavior will be subject to immediate action, which may include:

• Termination of the appointment: The client may be asked to leave the premises and their treatment will be immediately halted.
• Suspension of services: We reserve the right to refuse service to any individual who exhibits unacceptable behavior. Future appointments may be canceled or not scheduled.
• Legal action: In cases of extreme behavior, physical aggression, or harassment, we will not hesitate to involve law enforcement and pursue legal action if necessary.

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 whose 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 you 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.

Prepaid Packages and Memberships

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.

Products

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.

Online Purchases & Refund Processing

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.

Gift Certificates (e-cards & paper)

• All Gift Certificate purchases are non-refundable and not redeemable for Cash.
• Use of gift certificates sold at a discounted price cannot be combined with any other promos or discounts.
• Gratuities are not included in the purchase price.
• All gift certificates sold during Gift Certificate Promotional Sales will expire as indicated on the gift certificate. Some exceptions may apply at the discretion of the owner.
• 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.