Clinic Policies

We truly appreciate all of our patients and strive daily to provide tier one customer service. We value your business and ask that you respect our scheduling & cancellation policies. It's important for our patients to have equal opportunity to secure their appointments to align with their treatment protocols.

When you schedule your appointment with us, you are agreeing to these policies: 

To ensure our clinic is a safe space for both staff and patients, our clinic has a zero tolerance policy for abuse or aggressive behaviour. We ask that you treat our staff and other patients with dignity and respect. 

SCHEDULING

For non-OHIP funded appointments, all services require a credit card to guarantee a reservation including services intended to be paid with a gift card. Please have your credit card ready when booking.

For your security, we do not store your full credit card information. Rather, our payment processor provides us with a secure, unique token that is encrypted and cannot be used by anyone else to charge your account.

You will receive a text message reminder a minimum of 2 hours prior to your appointment and an email 2 days before to remind you of your appointment.

For initial consultations with Dr. Arnott, a referral from a Physician of Nurse Practitioner is required. Our clinic will contact you to arrange this appointment once the referral is received.

UNCONFIRMED, CANCELLED AND NO SHOW APPOINTMENTS 

For non-OHIP funded appointments, CANCELLED or RESCHEDULED appointments with less than 48 hours notice will be charged a cancellation fee of $100 for each scheduled service. The credit card on file will be charged.

Patients who are a NO SHOW to their confirmed appointment will be billed $150. The credit card on file will be charged.

For appointments with Dr. Arnott, MISSED, CANCELLED or RESCHEDULED appointments with less than 24 hours notice will be charged a fee of $75 for initial consultation or $50 for follow-up appointments.

IMPORTANT CLINIC POLICIES

STORE PRODUCT PURCHASES

Due to the nature of the products we sell, we do not accept returns on skin care and makeup products that have been opened, used, or unsealed.
Returns are only accepted on unused and unsealed products that are returned in the original packaging. Returns must be received within 7 days of purchase. All packaging must be received in good condition. In the event you have a severe reaction, we will need you to come in for documentation of the reaction, within 24 hours, so we may assess and help manage it.

GIFT CERTIFICATES

Gift certificates are non-refundable. However, they do not expire and may be used towards any treatment.

FINANCIAL POLICY

Clients are responsible for the payment of all services provided. Payments must be paid at the time that services are rendered.

REFUND POLICY

There are no refunds on services that have already been provided or packages that have been purchased. If a client does not want to continue with the package that's been purchased, a request can be assessed on a case-by-case basis, and a credit may be issued for the remaining balance, which they can use towards an alternative service.

If a reaction or major adverse event occurs, a refund will be determined on a case-by-case basis after appropriate management approval and or sufficient reason. In case of a refund, the full cost of each treatment used (before discount) will be deducted from the amount paid. The refunds are only done in person upon management review.

• Reactions to our products are very rare but can occur. Always follow the usage instructions provided with each product.
• Products may be returned within 30 days of receipt if a reaction has occurred.
• Empty jars or bottles are not eligible for return.
• Refunds will be processed using the original method of payment. For credit card transactions, the refund may appear on your statement within 5-10 business days.