Clinic and E-Commerce Terms

We will send you an appointment confirmation via email on the day of your booking. An SMS confirmation will also be sent 72 hours prior to your appointment. We ask that you respond to this SMS once you receive it by replying Yes or No. If you cancel your appointment within 48 hours, a late cancellation fee will apply.

Every person’s time is valuable and we will do our utmost best to respect our client’s valuable time.

Therefore, due to our commitment to providing the best possible experience for our clients, we ask that you provide us with at least 48 hours notice to reschedule or cancel appointments.

Non-attendance at an appointment means the time cannot be allocated to another client. Appointment late cancellation or no shows, without adequate reason, will incur a fee. If a reservation fee has already been paid, this will be forfeited.

If you have purchased a package with us, then we do not require a reservation fee. When an appointment late cancellation or no show occurs with a package, then we will have to deduct one full treatment from your package for the lost appointment time.

We understand that emergencies, illness and work difficulties happen but we please ask our clients to inform us if this is the case and to cancel an appointment at the earliest possible time. These conditions are at the discretion of management and exemptions may apply.

Repeated Rescheduling

Our cancellation policy is in place for all of our clients. On occasion a client may need to reschedule their appointment, which we understand. However, if a client is consistent in rescheduling their appointment (more than 10 times) without actually attending an appointment at Youth Lab, then the client will need to pay a non-refundable deposit of $250 prior to any future bookings. The new booking will not be able to be cancelled or moved.

Youth Lab has a ‘no refund’ policy on purchases of goods or services if you change your mind. Furthermore, our ‘no refund’ policy applies to medical procedures (including injectables) and dermal treatments and procedures.

Please note that our treatments, services and packages are not transferable to other individuals and they cannot be swapped for other treatments or services. Furthermore, reservation fees typically are non-refundable but can remain on the system as a credit.

Refunds can be provided for retail items if remaining in original packaging and unused.

Payment is required on the day of  appointment normally after the treatment has been provided. For higher-cost treatments, payment may be required before the treatment is performed.

Please note that Youth Lab gift cards are redeemable on in clinic purchases only. Gift certificates cannot be used to purchase items through the online store.

Due to laws affecting advertising of therapeutic goods and services we cannot name specific ingredients, brand names or products in our advertising.

All products and ingredients as well as the risks, side effects, advantages and results of each treatment, as well as alternative options will be discussed in your consultation and a decision made accordingly.

We attempt to keep our pricing up to date regularly, however, please note that it is a guide only to give clients an indication as to expected costs.

All quotes will be provided upon consultation and after skin and facial analysis with recommendations provided by our practitioners.

Unless stated otherwise, specials and discounts are standalone offers and cannot be used in conjunction or cumulatively.

All specials and discounts have specific terms and conditions which will be stated on the particular special page.

While we endeavour to keep our specials and discounts consistent, all offers are subject to change without notice.

Specials and discounts may not be suitable for particular clients as each individual has specific skin concerns. Suitability for any special or discounted treatment will be discussed in depth during consultation. Treatments are performed at the discretion of the practitioner.

Although we endeavour to provide accurate information at all times, we reserve the right to change the finish date of our specials at any time.

All packages purchased have a 12 month expiry from the date of purchase.

All gift certificates have a 3 year expiry from the date of purchase.

LOYALTY POINTS: Please note that our previous Loyalty Points program has been retired with the introduction of ClubYL. Loyalty Points are no longer accrued. Existing loyalty points are valid for 12 months. Points may be redeemed in $50 increments. 

Youth Lab is a procedural medical clinic, we ask that you do not bring any children. It is unsafe to have children in a procedural medical environment and our insurance does not allow it.

It is the responsibility of the client to supervise any children/minors. Youth Lab can not take any responsibility should anything happen to an unsupervised child. If you do bring a child to your appointment, you will have to reschedule the appointment and a fee may apply.

Please be aware that it is the policy of Youth Lab that we do not typically allow family and friends into the consultation and procedural rooms of the clinic.  As we are a procedural medical clinic, only the client is allowed into the treatment room (unless cleared by the treating practitioner) to ensure they receive the best treatment possible.

We do not treat clients for cosmetic injectables who are under the age of 18 years of age, even with parental consent.

We do treat clients under 18 years of age for dermal therapy based treatments for treating conditions such as acne, congestion, scarring etc.

Youth Lab is a procedural medical clinic, we ask that you do not bring any pets into the clinic. We also ask that you do not tie any pets up outside the clinic doors as it is a busy car park and they are at risk left unsupervised.

Returns

Youth Lab does not offer refunds, exchanges or returns for purchases of goods for change of mind. 

Should you receive a faulty or damaged product, we will reimburse you or provide a replacement, as per Australian Consumer Law. If you receive a damaged or faulty product, please notify us via email at hello@youthlab.com.au within seven days of receiving your order with a detailed description of the issue and supporting photographs. 

Should you have a problem or question regarding the use of a product, please contact us at hello@youthlab.com.au, and we will be happy to advise you. 

Returns

Youth Lab gift certificates are not redeemable on the online store. They can be used for purchase of products in clinic.

Shipping 

Youth Lab does not currently offer international shipping. 

We endeavour to ship all orders within three business days. Your order will arrive via Australia Post. Please note that Youth Lab is not responsible for any delays in shipping time. 

All items purchased from Youth Lab are made pursuant to a shipment contract. This means that the risk of loss for such items pass to you upon our delivery to Australia Post. 

Youth Lab Retail Terms of Service

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

If you are uncertain about any of the terms of the agreement, please contact Youth Lab before completing any purchase. 

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store uses WooCommerce for WordPress. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 – ONLINE STORE TERMS

Through the e-commerce section of our website, you can browse, select and purchase skin care products from Youth Lab. You may do this by creating an account or checking out as a guest. 

Regardless of whether you create an account or check out as a guest, you warrant that all details you provide to us are accurate and correct at the time of ordering, and that you accept the responsibility that the fulfilment of your order is predicated on the information that you have provided to us. 

If you choose to create an account with us, you are responsible for maintaining the confidentiality of your account information and account passwords. 

SECTION 2 – MODIFICATIONS TO PRODUCTS AND PRICES

Prices for our products are subject to change without notice. We reserve the right at any time to modify prices or discontinue products without notice at any time. Youth Lab endeavours to provide accurate stock availability, however as our stock numbers vary, the availability is only valid at the time shown. 

SECTION 3 – PROMOTIONAL CODES 

We may offer promotional discount codes which may apply to certain purchases made through the Youth Lab website. Promotional codes are valid for a specific time and cannot be used cumulatively or in conjunction with other offers. Promotional codes have a limit of one use and one user, and cannot be used for purchases made in-clinic. 

SECTION 4- PRODUCT INFORMATION

Information and advice within the Youth Lab website is general and is not intended to represent or replace professional advice. 

SECTION 5 – ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 6 – PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 7 – ERRORS, INACCURACIES AND OMISSIONS

Although we endeavour to keep all information up-to-date and accurate, there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the product or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law.

SECTION 8 – INDEMNIFICATION

You agree to indemnify, defend and hold harmless Youth Lab our subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 9 – SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 10 – GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australia.

SECTION 11 – CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 12 – CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at hello@youthlab.com.au

• Packages are redeemable at all Youth Lab Clinics locations unless otherwise specified.
• Treatment packages are not able to be split between more than one person or transferred to another service.
• Treatments/services and service packages are not transferable to other individuals. All packages are nonrefundable.
• Youth Lab medical practitioners and technicians reserve the right to determine suitable treatment for the client and to refuse treatment for the client if deemed not suitable. This decision is to be made by the Youth Lab medical practitioner and/or technician at their absolute discretion.
• All standard Dermal Packages will include a series of treatments and are valid for 12 months from purchase, which are not extendable and commence from the date of purchase.
• We require at least 48 hours notice for any appointment cancellation.
• Failure to attend an appointment or notify the clinic of a cancellation within 48 hours of your appointment will result in the forfeit of the prepaid package fee of that appointment.
• Whilst every attempt is made, we cannot guarantee the same therapist for all treatments. In the event of the treatment not being suitable for the client once a package has been purchased, it will be at the discretion of the practitioner to suggest another treatment.

Youth Lab Gift Certificate Terms and Conditions

• By purchasing or using a Youth Lab Gift Certificate, you agree to these Terms and Conditions. These terms are subject to change without prior notice at the discretion of Youth Lab.
• Certificates can be redeemed for services or products offered by Youth Lab up to the value indicated on the Certificate. If a purchase exceeds the value of the Certificate, the bearer must pay the difference with an alternative form of payment. If the purchase is less than the value of the Certificate, the remaining balance will be carried over for future purchases.
• To pay for a service using a Youth Lab gift certificate, you must present the physical or digital certificate at checkout. 
• Gift certificates are not valid for use in Youth Lab’s online skincare store. 
• Certificates are non-transferable and may only be used by the original recipient or the person named on the Certificate.
• Certificates cannot be exchanged for cash, returned for a refund, or used to purchase another Certificate.
• Certificates should be treated as cash. They are not replaceable if lost, stolen, destroyed, or used without permission. Youth Lab is not responsible for lost or stolen Certificates.
• Certificates are valid for a period of three (3) years from the date of issue, unless otherwise stated on the Certificate. After the expiry date, the Certificate will no longer be valid and will not be accepted as a form of payment.
• The expiry date of the Certificate is clearly stated on the Certificate. It is the bearer’s responsibility to use the Certificate within the validity period. Expired Certificates will not be re-issued or refunded.
• Services or appointments booked using a Certificate are subject to Youth Lab’s standard reservation and cancellation policies.
• Youth Lab reserves the right to amend these terms and conditions without prior notice. The latest version of these terms will be available on our website.