Clinic Policies
Cancellations | Reschedules | No Shows
All appointments require a valid credit card on file and depending on the service, a deposit may be required to secure the timeslot including consults. Consults are a $50 deposit fee, which is paid upon booking. This deposit will come off a service booked, or skincare purchase but will not be refunded. If you decide not to book a service the day of, you have 30 days to book that service. If you do not decide to move forward with a treatment, or service, the consult fee would be $50+hst.
Upon booking, if a deposit is not charged, the valid credit card on file will not be charged either unless there is a violation of our cancellation/reschedule policy. If you can’t make your appointment, let us know as soon as possible and we’ll do our best to re-schedule. If you are unwell, please contact us as soon as symptoms start. We may not be able to safely treat you which may turn into a cancellation/reschedule. We kindly ask that you do not wait until the day before or day of to let us know you are unwell. We do not take cancellations via social media, we only take cancellations online, or contact us directly via email, call or text. We do charge a fee for any cancellation/reschedule of appointments made with less than 48 hours’ notice. Microneedling and Morpheus 8 treatments require 5 days’ notice for cancellation/reschedules due to the lengthy timeslot they require in our calendar. No shows will be charged 100% the cost of the treatment and will be unable to rebook at KWB.
Appointment Guidelines
We encourage all clients to fill in an intake form online before arriving for your appointment to cut down on the amount of time in the clinic. If you haven’t had a chance to fill out our intake form before you come in, please be sure to arrive 5-10 minutes before your scheduled appointment to give you some time to fill in this form. We encourage you to read all emails that come through to your inbox - some of our treatments require that you do or don’t do certain things before your treatment. If you’re not sure, or if you have any questions, give us a call. Most KWB treatments will require freshly washed, clean skin on your face – including our consultation. Any current/ongoing medical investigations, please reach out to ensure it is safe to continue with treatment. If you do not reach out, the procedure may have to be cancelled for your safety resulting in a last minute cancellation/reschedule fee applied.
Late Arrivals
We really want to provide you with the best possible treatment, and we do book our appointments back-to-back. If you arrive more than 10-15 minutes late, we may not be able to treat you to the full extent of the service booked. If you arrive too late, we would have to cancel the service and a fee will apply.
Change of Mind/ Returns
If you are unhappy with your skincare purchase, please contact us. Depending on the product, we can take back unopened, unused product up to 4 days following purchase. We are unable to take back opened or used product.
Tips
Tipping is not expected at KWB. If you’d like to show your appreciation for an amazing aesthetic treatment – (i.e. a treatment completed by Lexie or Emma) you can absolutely tip and it is graciously appreciated. However, If you do not tip, no hard feelings! We do not assume you did not love your treatment! We are just happy to you chose us! We do not accept tips for injection treatments/ cosmetic medical procedures. We do however, happily accept 5 star Google reviews as an appreciated “tip”. 😉 Thanks!
Kids and Dogs
We love kids and pets but unfortunately, we aren’t able to accommodate or take care of them during your visit. And, because of safety concerns, we can’t let them hang out in our waiting room to wait or in the treatment room with you. Please take this time to get a sitter and enjoy some quality time for yourself.