Booking, Cancellation & Refund Policy

Last updated: 29 September 2026

Confirming an appointment

This policy applies to cosmetic-service appointments with Valentina Bencic where it is provided and agreed before booking. An enquiry alone does not reserve a time. Before you commit, we confirm the service, location, total price, inclusions, any deposit and booking conditions in writing. Your appointment is confirmed when we send confirmation after you accept those details and pay any required deposit.

Prices and booking deposits

Treatment prices are quoted in Australian dollars, including any applicable taxes and unavoidable charges. We explain whether consultation, review or touch-up appointments are included. Extra services or changes to the agreed price require your agreement.

A booking deposit may be requested to secure time and service-specific preparation. Its amount is stated before payment and credited towards the agreed service price. The amount depends on the service and reserved time; it is not an additional fee. A deposit is not automatically forfeited if you cancel.

Changes with at least 48 hours’ notice

Contact us at least 48 hours before your appointment to cancel or request a different time. With this notice, we will transfer your deposit to an available appointment or refund it if you cancel, without a cancellation fee. Appointment times and notice periods use Melbourne local time. For bookings made less than 48 hours ahead, the late-cancellation terms below apply only if expressly disclosed and agreed before payment.

Late cancellations and missed appointments

If you cancel or reschedule with less than 48 hours’ notice, or do not attend, we may deduct a cancellation charge from your deposit. The charge is limited to the lesser of the deposit and our reasonable, demonstrable net loss directly caused by the cancellation. It is not an automatic charge for the full deposit or treatment price.

We take reasonable steps to reduce the loss, including attempting to refill the appointment. Any calculation accounts for costs saved, replacement bookings and amounts already recovered. There is no double recovery. We will explain the calculation on request and refund any remaining deposit. Under this policy, we do not charge an additional cancellation amount above the agreed deposit or debit a saved card without separate authorisation.

Late arrival, illness and suitability

Please contact us promptly if you will be late or cannot safely attend. We will not rush a procedure to compensate for late arrival. If there is insufficient time to proceed safely, a new appointment may be necessary; any charge is subject to the limits above and the circumstances.

Please tell us as soon as possible about illness or an emergency. We consider reasonable requests to waive or reduce a charge, including circumstances outside your control. Do not attend while unwell merely to avoid a fee.

Suitability is assessed individually. Where we decide a service is unsuitable, we refund payments for the service not supplied, apart from a separately priced and agreed consultation already properly provided. You may withdraw consent to a procedure at any time. Any payment adjustment must comply with this policy and applicable law.

If we cancel or change your appointment

If we cannot provide your agreed appointment, you may choose a suitable alternative or a refund for the service not supplied. We will not impose a cancellation fee or require you to accept credit instead of a refund. Any additional rights under Australian Consumer Law remain available.

Completed services and consumer rights

We do not offer refunds solely for a change of mind after an agreed service has been properly supplied. This does not limit consumer guarantees. If a service is unsafe, faulty, misdescribed or otherwise fails a consumer guarantee, you may be entitled to a remedy, including rectification, a refund or compensation, depending on the circumstances.

Individual results and healing vary, but this does not excuse a failure to provide services with due care and skill or remove any other applicable consumer guarantee. Please contact us so we can assess concerns. Nothing here excludes, restricts or modifies rights or remedies that cannot lawfully be excluded.

Refunds, courses and existing bookings

Approved refunds are processed promptly to the original payment method unless otherwise agreed. Bank processing times may vary. Courses and online education have separate enrolment terms supplied before purchase; this appointment policy does not replace them. Updates to this page do not retrospectively change an existing booking agreement.

Contact

To change a booking or raise a concern, email support@valentinabencic.com or call or text +61 422 688 150. Please include your name and appointment date. Keep a copy of your cancellation message; a delay in our reply does not change when you sent it.