Terms & Conditions

Thank you for choosing my services as your virtual dermal therapist. Please read the following terms and conditions carefully, as they outline important information regarding the services I provide. By engaging my services, you agree to the following terms:

1. Individual Results Cannot Be Guaranteed

1.1 Each individual's skin is unique, and factors such as genetics, lifestyle, environment, and pre-existing conditions can influence skin concerns and treatment outcomes.

1.2 While I strive to achieve the best possible results with alterations to your topical routine and suggestions of professional treatments and over-the-counter supplementation where applicable, I cannot guarantee specific outcomes as this can depend on factors beyond my control, particularly with persistent or complex conditions.

2. Skin Concerns and Conditions

2.1 Skin conditions and concerns may have complex underlying causes. The implementation of topical products, suggested treatments, and over-the-counter supplementation may not fully resolve certain concerns, and further specialist advice and treatment may be required.

2.2 I will provide professional and prompt advice based on my expertise, but results will vary from person to person and cannot be guaranteed.

3. Recommendations (Products & Treatments)

3.1 High-quality products are recommended based on your selected budget and tailored to your skin’s concerns based on my professional opinion and industry experience.

3.2 Purchasing these products is at your discretion, and I am not liable for any expenses incurred in doing so. The same applies with any recommended professional treatments.

3.3 Some commissionable links may be included in your consultation document. Product selections are not made based on potential commission, but are tailored to your skin type, concerns and budget.

3.4 If professional in-clinic treatments are recommended and undertaken as part of your treatment plan, your care remains the responsibility of that clinic and your treating therapist. In the event there are any complications with your treatments and/or outcome, please discuss directly with the clinic staff.

3.5 The terms clean, natural, and non-toxic aren’t regulated in the skincare industry and often create unnecessary fear around safe, evidence-based ingredients, I therefore do not work within this framework when recommending products. Instead, I focus on products that are well-formulated, effective, and suitable for your specific skin needs whether they’re synthetic, plant-derived, or a combination of both.

3.6 Disclosing any allergies where prompted in your consultation form is critical. Clients should always double check product recommendations for allergens in the event any derivatives have been missed, especially in the case of serious known skin allergies and sensitivities.

3.7 Over-the-counter supplements may be discussed if applicable in your consultation. As advised in your consultation form, these supplements should always be discussed with your GP prior to commencing to ensure there are no contraindications with other medications or conditions. It is your responsibility to seek this medical guidance — my liability is limited to the extent permitted by Australian Consumer Law.

4. Liability and Refund Policy

4.1 By paying for my services, you are compensating me for my time, expertise, and professional recommendations.

4.2 Refunds are not provided after services have been rendered, except where required under Australian Consumer Law. If you believe the service was not delivered with reasonable care or skill, please contact hello@skinfwd.com to discuss a suitable resolution.

4.3 While I take care to provide safe and suitable product recommendations, adverse reactions can occur and should be immediately identified to mitigate the reaction. I recommend patch testing new products and seeking medical advice immediately in the event of a serious allergic response. My liability is limited to the extent permitted by Australian Consumer Law.

5. Cancellation & No-Show Policy (Initial & Follow-Up Consultations)

5.1 Cancellations made with less than 24 hours' notice prior to your Zoom or Follow-Up appointment will incur a 50% cancellation fee. This is due to the extensive preparation time required prior to your consultation to ensure you receive the most thorough service and advice. The remaining 50% of the consultation fee will be refunded to the same account you processed your payment from.

5.2 Cancellations made with more than 24 hours' notice will not incur any fees, and a full refund will be provided to the original account you processed your payment from.

5.3 Clients who fail to attend their scheduled Zoom or Follow-Up appointment have the option to receive their consultation document via email and forfeit their video call, or reschedule their appointment to the next available time slot.

5.4 Failure to attend the rescheduled appointment (if this option is selected after a no-show) may incur a reasonable administrative fee to reflect time and resource loss if the client still wishes to receive their pre-prepared document via email. This will be clearly communicated prior to invoicing. In the event two appointments have been missed, the option to reschedule a third time may not be offered, and instead a 50% refund of the initial fee paid will be refunded if the client chooses not to receive their consultation document via email. The other 50% of the fee is retained to cover the time and resource already dedicated to preparing personalised recommendations.

5.5 Consultation forms must be completed no less than 48 hours prior to your appointment to allow adequate time for preparation, as stated in confirmation and reminder emails received prior to your appointment. Failure to complete this form may result in the cancellation of your appointment. If your appointment is cancelled due to the form not being completed in time, you will be offered the opportunity to reschedule to the next available time slot, or receive a refund.

5.6 Appointments can be rescheduled by the client via their confirmation email received at the time of booking. Appointments cannot be self-rescheduled with less than 24 hours notice. Please email hello@skinfwd.com if your appointment needs to be rescheduled with less than 24 hours’ notice. This may incur a reasonable administrative fee to reflect time and resource loss. This will be clearly communicated prior to invoicing.

5.7 Consultation forms must be completed 48 hours prior to your scheduled appointment time, as stated in confirmation and reminder emails. A link to complete this form is also included in these emails. Failure to complete this form 48 hours prior to your appointment time may lead to the cancellation of your appointment, and may incur a reasonable administration fee deducted from your refund.

6. Further Advice and Guidance

6.1 If the desired results are not achieved, I will work with you to reassess your treatment plan and may recommend follow-up consultations to discuss your progress and potential changes to your routine.

6.2 I may provide further advice, including potential medications or treatments to discuss with relevant medical specialists to help resolve your concerns where my recommendations have been unsuccessful.

7. Client Responsibility

7.1 It is your responsibility to provide accurate and complete information about your history, lifestyle, allergies/sensitivities and current skincare routine to help me provide the most effective advice. Failure to provide accurate or complete information in your form may hinder the outcome of your consultation and subsequent results.

7.2 Consistency and adherence to the recommended treatment plan and products are essential for achieving optimal results.

8. Image Usage

8.1 Images of your skin will not be used on skinfwd.com or on social media without written consent from you (the client).

8.2 Imagery will always conceal eyes for privacy, and client names are not used. Only minimal information is provided publicly to provide the context of that client’s outcome.

9. Gift Vouchers

9.1 Gift vouchers purchased at skinfwd.com are automatically emailed to the nominated email address with a voucher code to use at the checkout when booking your appointment.

9.2 All vouchers are valid for 12 months from the issue date as per the conditions outlined on the voucher. Vouchers will still be honoured after their expiry; however, an additional $15 fee will apply to reflect price increases and administration, and must be paid prior to booking the Zoom appointment.

9.3 Gift voucher recipients are subject to the same wait time as clients booking the Comprehensive Skincare Consultation. As long as an appointment is booked prior to the voucher expiring, no administrative fee will be charged, even if the appointment occurs after the expiry date.

9.4 If a gift voucher was purchased/received prior to mid-July 2025, the recipient must email hello@skinfwd.com to arrange their consultation. The code on these vouchers will not work on the updated system. Any vouchers purchased after this date can be used at checkout, by entering the voucher code from the recipient’s email.

By proceeding with my virtual dermal therapy services, you acknowledge that you have read, understood, and agreed to these terms and conditions.

Thank you for trusting me with your skin’s care. If you have any questions or concerns, please do not hesitate to reach out at hellow@skinfwd.com.