Our Promise

We understand that life happens and schedules change. Our policy is designed to be as fair and flexible as possible — while also respecting the dedicated time of our specialist team. Please read this policy carefully before booking.

1. Booking Deposit

All appointments require a non-refundable $25.00 deposit at the time of booking.

• The deposit secures and confirms your appointment slot.
• It is applied toward your total treatment cost on the day of your visit.
• It is non-refundable under all circumstances.
• It may be transferred to a rescheduled appointment once, with at least 24 hours’ notice.

Your appointment is not confirmed until the deposit is received.

2. Cancellation Policy

Cancellations must be communicated via WhatsApp (602.550.9830) or phone (855.759.3649). Cancellations sent via social media DM are not accepted as valid notice.

3. Rescheduling

• You may reschedule once per booking with at least 24 hours’ notice.
• A second reschedule on the same booking will result in forfeiture of the deposit.
• Rescheduled appointments must be booked within 60 days of the original date. Deposits not used within 60 days are forfeited.
• Rescheduling is subject to availability at our Phoenix and Glendale locations.

4. No-Show Policy

If you do not arrive and give no notice:

• Your $25 deposit is forfeited immediately and is non-transferable.
• A no-show fee of up to 50% of your scheduled treatment cost may be charged.
• Two or more no-shows may result in a requirement to pay the full treatment cost upfront for future bookings, or refusal of future appointments at our discretion.

5. Late Arrivals

We ask that you arrive 5 to 10 minutes before your appointment.

• Arriving more than 15 minutes late may result in a shortened session or rescheduling at our specialist’s discretion.
• If the session is shortened due to late arrival, the full treatment cost is still due.
• If we cannot perform the treatment due to extreme lateness, your deposit will be forfeited as a late cancellation.

Please message us on WhatsApp if you are running late — we will always try to accommodate you where possible.

6. Refund Policy

All sales are final. Skinology Lab does not offer refunds on completed treatment sessions, regardless of the outcome. Treatment results are individual and dissatisfaction with personal results does not constitute grounds for a refund.

Refunds may be considered only in the following exceptional cases:

• A treatment was not performed as described or agreed in writing
• A treatment caused a documented adverse reaction directly caused by our error or negligence
• A duplicate payment was charged in error

To request a refund under exceptional circumstances, contact us in writing within 7 days of your treatment. All refund decisions are reviewed on a case-by-case basis and are at the sole discretion of Skinology Lab management.

7. Multi-Session Packages

• Packages are non-refundable once the first session has been completed.
• Unused sessions may be refunded on a pro-rata basis before any treatment has started, minus a 10% administrative fee.
• Package sessions are non-transferable to other clients.
• All package sessions must be used within 12 months of purchase. Sessions that expire after 12 months will not be refunded or credited.
• Package pricing cannot be exchanged for other treatments.

8. When We Cancel

In the rare event that Skinology Lab must cancel your appointment, we will:

• Notify you as soon as possible via WhatsApp or phone
• Offer you the earliest available alternative appointment
• Transfer your deposit to the new appointment at no cost
• Issue a full deposit refund if you are unable to attend the rescheduled appointment

We sincerely apologize for any inconvenience a clinic-initiated cancellation may cause.

9. How to Cancel or Reschedule

💬 WhatsApp: 602.550.9830 (preferred — fastest response)

📞 Phone: 855.759.3649

📧 Email: skinologylabinfo@gmail.com

Please have your name, appointment date, and booking confirmation ready. Your cancellation or reschedule is only confirmed once acknowledged by our team.