Cancellation & Refunds

1. Booking an Appointment

1.1 How to Book

• Online via our website (balancedbeautymedspa.ca) or our booking platform (Fresha)
• By emailing us at [email protected]
• By calling or texting 647-239-0231

1.2 Booking Confirmation

• You will receive a confirmation email and/or SMS when your appointment is confirmed
• Please review your confirmation carefully, including the date, time, and service booked
• If you do not receive a confirmation within 24 hours of booking, please contact us to verify
• Booking is not confirmed until you receive a confirmation message from us

1.3 Credit Card Requirement

• A valid credit or debit card may be required to hold your booking for certain services
• Your card will not be charged at the time of booking unless you purchase a prepaid service or package
• Your card information is stored securely through our payment gateway in accordance with PCI-DSS standards

1.4 Consultation Requirement

• Some treatments (particularly laser hair removal, chemical peels, and microneedling) require a consultation before the first session
• We offer free 15-minute consultations, in-person or virtually
• We reserve the right to decline to perform a treatment if, in our professional judgment, it is not appropriate for you at the time of the appointment

1.5 Arrival and Punctuality

• Please arrive 5 minutes before your appointment to complete any required paperwork
• If you arrive more than 10 minutes late, your appointment may be shortened to avoid impacting the next client
• If you arrive more than 15 minutes late, your appointment may be considered a no-show at our discretion
• We understand that unexpected delays happen, please call or text us as soon as you know you will be late

2. Cancellation and Rescheduling

2.1 Our Cancellation Policy

We require a minimum of 24 hours’ notice to cancel or reschedule an appointment. This allows us to offer the appointment time to another client.

• Cancellations with 24+ hours notice: No fee. Full credit or rescheduling available
• Cancellations with less than 24 hours notice: Cancellation fee of up to 50% of the service value may apply
• Same-day cancellations (within 4 hours of the appointment): Cancellation fee of up to 75% of the service value may apply
• No-shows (failure to attend without any notice): Cancellation fee of up to 100% of the service value may apply

2.2 How to Cancel or Reschedule

• Email us at [email protected]
• Call or text us at 647-239-0231
• Cancel or reschedule through your booking confirmation link (Fresha)
• Please do not cancel through Instagram or other social media, we cannot guarantee timely receipt

2.3 Repeated Cancellations or No-Shows

If you cancel late or no-show on two or more occasions within a 12-month period, we reserve the right to:

• Require full prepayment for future bookings
• Decline future bookings at our discretion
• Require a non-refundable deposit to hold future appointments

2.4 Cancellations by Us

We reserve the right to cancel or reschedule your appointment if:

• The practitioner is ill or unavailable due to an emergency
• The equipment required for your treatment is malfunctioning or unavailable
• Circumstances outside our control make it unsafe or impossible to provide the service

In such cases, we will notify you as soon as possible and offer a full rescheduling or refund of any prepaid amount.

3. Deposits and Prepaid Services

3.1 Individual Service Deposits

For high-value treatments (including Perfect Derma Peel, Green Peel, microneedling sessions, and laser hair removal packages), a non-refundable deposit may be required at the time of booking:

• Deposits are applied to the cost of your treatment
• Deposits are non-refundable if you cancel within 24 hours of your appointment
• Deposits are transferable to a rescheduled appointment with 24+ hours notice
• Deposit amounts will be communicated at the time of booking

3.2 One Year Unlimited Laser Package ($3,199)

• This package is prepaid in full at the time of purchase
• Once purchased, this package is non-refundable
• Sessions are unlimited across the full face and body for 12 calendar months from the date of first session
• Package cannot be transferred to another individual
• If the package is not used within 12 months due to circumstances outside your control (e.g., documented medical necessity), we may consider a grace period extension at our sole discretion
• We do not offer partial refunds for unused sessions within this package
• If Milena is unable to complete the package period due to permanent business closure, a pro-rated refund will be provided for unused months

3.3 Other Prepaid Packages or Series

• All prepaid treatment series are non-refundable
• Unused sessions in a series are valid for 12 months from the date of purchase unless otherwise specified
• Sessions in a series are not transferable to other individuals
• If a treatment included in a series is discontinued, we will offer an equivalent replacement treatment of equal or greater value

4. Refund Policy – Services

4.1 General Position on Service Refunds

Aesthetic treatments are professional services, and results depend on individual skin characteristics, health factors, compliance with aftercare instructions, and the number of sessions completed. We do not offer refunds for treatments already rendered based on dissatisfaction with results, as individual outcomes cannot be guaranteed.

We are committed to your satisfaction and will always work with you to address concerns.

4.2 When We Will Consider Service Refunds or Credits

• If we cancel your appointment without being able to offer a suitable alternative
• If, in our professional assessment, we made an error that directly caused an adverse outcome
• If you experience an allergic reaction to a product used in your treatment that was disclosed on your intake form as a known allergy (i.e., we should have avoided it)
• Credits (not cash refunds) may be offered at our discretion for genuine service concerns

4.3 Adverse Reactions

While we take every precaution to minimize risks, some treatments carry a risk of temporary side effects (redness, sensitivity, peeling, etc.). These are typically disclosed prior to treatment. Temporary expected side effects do not qualify for a refund.

If you experience an unexpected serious adverse reaction, please contact us immediately. We will provide a complimentary follow-up assessment and appropriate aftercare.

4.4 Contraindications Discovered At Appointment

If we determine at the time of your appointment that you have a contraindication that prevents us from safely performing the treatment (that was not disclosed on your intake form), your appointment may be cancelled. In this case:

• No cancellation fee will apply
• Any prepaid amount will be credited toward a suitable alternative treatment
• We strongly encourage all clients to complete intake forms thoroughly and honestly

5. Refund Policy, Products

5.1 General Policy

All skincare product sales are final, consistent with industry-standard hygiene requirements.

5.2 Damaged or Defective Products

• If you receive a product that is damaged, defective, or materially different from what was described, please contact us within 7 days of receipt
• Provide your order number, a description of the issue, and photos of the damage/defect
• We will arrange a replacement or issue a full refund at our discretion
• We do not require you to return damaged items unless specifically requested

5.3 Incorrect Orders

If you receive an incorrect item, contact us within 7 days of receipt with your order number. We will arrange the correct item to be sent and either retrieve the incorrect item or allow you to keep it.

5.4 Non-Returnable Items

• Opened or used skincare products (hygiene reasons)
• Products purchased as part of a promotional bundle
• Gift cards or digital vouchers

5.5 Allergy Disclaimer

We strongly recommend reviewing all product ingredient lists before purchasing, particularly if you have known sensitivities or allergies. We cannot accept returns due to allergic reactions to a product’s listed ingredients. If you are unsure whether a product is appropriate for your skin, book a consultation before purchasing.

6. Gift Cards and Vouchers

• Gift cards and gift vouchers are non-refundable and non-exchangeable for cash
• Gift cards are valid for 12 months from the date of purchase unless otherwise specified
• Lost or stolen gift cards cannot be replaced
• Gift cards may be used for services or products

7. Force Majeure

We shall not be in breach of this policy or liable for any delay or failure to perform our obligations if such failure results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemic restrictions, government orders, power outages, or equipment failure beyond our control.

In such cases, we will work with affected clients to reschedule or provide credits as appropriate.

8. Dispute Resolution

If you have a complaint about a service or refund decision, please contact us first at [email protected]. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If you are not satisfied with our resolution, you may seek assistance from the Better Business Bureau (Ontario) or pursue other applicable consumer protection remedies.

9. Contact

Business: Balanced Beauty Med Spa

Email: [email protected]

Phone: 647-239-0231

Address: 700 Chrislea Rd, Woodbridge, ON L4L 8K9

Website: balancedbeautymedspa.ca