Terms & Conditions

Welcome to https://www.serenityskin.au ("Site"). This Site is owned and operated by Serenity Skin Clinic Pty Ltd (ABN 71 699 306 397), trading as Serenity Skin (referred to in these terms as "Serenity Skin", "Clinic", "we", "us" and "our"). Please read these terms of use, which apply to your use of this Site, the content made available to you through it, and our social media channels ("Terms"). These Terms, together with our Privacy Policy and our Cancellation and Refund Policy, apply to all Site visitors, subscribers, patients, clients and other users of the Site ("user", "you" and "your").

Effective date: 19 Oct 2026

Consent to these Terms

By accessing and using this Site, our social media channels and any other materials made available to you on this Site, whether offered for purchase or not, you are taken to accept these Terms.

No minors

By using the Site, or accessing or purchasing any product or service, you warrant that:

You are over 18 years of age and have the legal capacity to enter into a legally binding contract;
You have read and accepted these Terms; and
You will comply with these Terms.

Where a patient is under 18, treatment is provided only where clinically appropriate and with the consent of a parent or legal guardian, who accepts these Terms on the patient's behalf.

Changes to these Terms

We reserve the right to change or modify these Terms at any time, consistent with applicable laws, without notice to you. Changes are effective from the date we post the revised version on this Site. It is your responsibility to review these Terms before use and periodically during your use of our Site and services. If at any time you do not accept these Terms, you should not use this Site.

Your continued use of this Site is deemed acceptance of any modification or amendment to these Terms. You may also accept these Terms by clicking Agree, Accept, Buy or Book where that option is made available to you. If you are uncertain about these Terms or anything else on our Site, please contact us before completing any purchase or booking.

Applicable law and regulation

Our Clinic complies with all applicable laws and regulations relating to the provision, promotion and advertising of health and skin-related services, including:

Therapeutic goods laws, including the Therapeutic Goods Act 1989 (Cth) and the Therapeutic Goods Advertising Code;
The Australian Consumer Law;
Health service advertising restrictions, including the AHPRA advertising guidelines and the guidelines for registered health practitioners who perform non-surgical cosmetic procedures;
Queensland health legislation, including the Health Practitioner Regulation National Law (Queensland), the Public Health Act 2005 (Qld), the Health Ombudsman Act 2013 (Qld) and applicable radiation safety requirements for laser and intense pulsed light devices;
Clinical governance obligations.

Service availability

Some services may be subject to clinical or legal requirements that affect whether or when they can be delivered. For example:

Some procedures require a prior consultation and a written direction from a qualified practitioner before they can proceed;
Some services cannot be delivered on the same day as your initial appointment, because of regulatory requirements, a mandatory cooling-off period, or practitioner availability;
Some devices and treatments may only be operated or supervised by practitioners holding specific qualifications or licences.

We will tell you during the booking or consultation process if your desired treatment cannot be provided immediately.

Scope of services

You acknowledge that:

Some services offered by our Clinic involve prescription-only medicines, regulated devices or procedures, and require a full clinical assessment by a qualified practitioner;
Services involving medicines or regulated devices are subject to additional legal and professional requirements;
Services may be declined or deferred where they are not clinically appropriate for you.

Prescription services and third-party providers

Where required by law or clinical guidelines, prescription medicines or treatment products may only be supplied following consultation with an appropriately qualified health practitioner. In those cases:

You consent to the Clinic working with a third-party prescriber or pharmacy to assess your suitability and, if appropriate, to facilitate a prescription;
Any prescription is issued at the sole discretion of the prescribing practitioner and is subject to their professional judgement;
The advice, directions and medical decisions of an external prescriber do not constitute advice from the Clinic or its team;
We do not accept liability for the outcomes, decisions or clinical opinions of external prescribers;
Additional fees may be payable to the prescribing service or pharmacy, separate from our fees. You will be told about those fees before proceeding.

Telehealth services

We offer telehealth consultations for patients across regional North Queensland and elsewhere. You acknowledge that:

Telehealth is not suitable for all patients or all procedures;
Any recommendation made by telehealth is based on the information you provide remotely, and on images you supply, which may be of limited diagnostic quality;
A follow-up in-person consultation may be required before certain treatments can proceed;
You are responsible for providing accurate information and for ensuring you are in a private, safe location with a reliable connection for the consultation;
Telehealth consultations may not attract a Medicare rebate.

Use of artificial intelligence

Our Clinic may use secure third-party AI-powered software to assist with administrative tasks such as:

Clinical note-taking;
Appointment summaries;
Transcription of consultations.

AI tools are used to improve efficiency and service quality. All data is managed in accordance with our Privacy Policy and appropriate data security standards. No AI software is used for diagnosis or treatment decisions.

Bookings and consultations

All bookings made through our Site or our online booking platform are subject to our Cancellation and Refund Policy, which forms part of these Terms. Please review it before booking.

Consultations must be booked through our Site, our online booking platform, by phone or in person.
Consultation fees are payable at the time of booking unless we tell you otherwise.
You may be asked to complete intake forms and a health history before treatment. You must provide complete and accurate information, including all medicines, supplements, allergies and prior treatments.
We reserve the right to decline, defer or refer treatment where we consider it unsafe or clinically inappropriate.

Cancellation of appointments and refunds

If you need to cancel or reschedule, please review our Cancellation and Refund Policy at https://www.serenityskin.au/cancellation-policy. These Terms incorporate that policy, which sets out the notice required, the fees that apply, and the process for cancelling an appointment.

Prices and payment

All fees for services and products are stated in Australian dollars and include GST unless otherwise indicated. Most cosmetic and aesthetic services do not attract a Medicare rebate; where a service may be eligible for a rebate we will tell you at the time.

By making a booking or purchase, you agree to:

Pay all fees in full and on time, as set out at the point of booking or purchase;
Allow us to charge your nominated payment method, including through secure third-party payment gateways;
Ensure your payment information is accurate, complete and current.

We reserve the right to update our pricing at any time. The price that applies to your purchase is the price displayed when your booking or order is confirmed. Prices for treatment plans are quoted following your consultation and are valid for the period stated in the quote. Failure to complete payment may result in cancellation of your booking or order.

Credit card authorisation

We offer payment by credit card or such other method as we notify from time to time. You agree to make timely and full payment for the products and services you purchase. Where you use a credit card, you warrant that you have the necessary rights and authority to use it. You authorise us to charge the card on file for any payment balance owed, and you agree to keep your billing information current. Where payment fails or is declined, we may suspend your bookings or access to products and services.

Discounts

We may from time to time offer discounted products and services. Only one discount code may be used per purchase, and we reserve the right to reject or cancel any order where more than one code is applied. Discount codes are available strictly on the terms on which they were issued, which may include eligibility conditions and a maximum order value. Discount codes and vouchers cannot be used in conjunction with any other offer or promotion. Consistent with the Therapeutic Goods Advertising Code and the AHPRA advertising guidelines, we do not offer discounts, inducements or bonuses in connection with prescription-only treatments.

Vouchers and gift certificates

Vouchers and gift certificates may only be redeemed in accordance with their stated terms. They are non-transferable, are not redeemable for cash, and may not be used in conjunction with other discounts or promotional offers unless expressly stated. We reserve the right to reject any voucher we reasonably believe to be fraudulent, expired or not issued by us. Nothing in this clause limits your rights under the Australian Consumer Law in relation to gift card expiry.

Payment plans

We may offer eligible patients the option to pay for certain services through an approved payment plan. You acknowledge and agree that:

Payment plans are subject to approval and eligibility criteria.
Services involving regulated or prescription-based treatments are not eligible for any incentive, bonus or perk associated with a payment plan.
By entering into a payment plan you agree to the full amount payable, even if you later choose not to proceed with the service, subject to your rights under the Australian Consumer Law.
You authorise us to securely store and automatically charge your nominated payment method for the amounts and on the schedule set out in your payment plan.
You are responsible for ensuring your payment method remains valid and has sufficient funds.
Where a payment fails or is declined, we may suspend or cancel your appointments, withhold services, and refer the outstanding balance to a third-party collection agency.
All payment plans are subject to the terms set out in the Prices and payment section above.
Where applicable, a separate payment plan agreement will set out the schedule, terms and conditions specific to that arrangement.

Products and allergies

We offer skincare and other cosmetic or health-related products for sale in clinic and, where available, through our Site. These products are provided for general use and may not be suitable for every skin type or condition.

It is your responsibility to tell us about any known allergies, sensitivities or adverse reactions before any product is purchased or applied.
All products must be used strictly in accordance with the manufacturer's instructions. You must read all labels, packaging inserts and directions before use.
If you experience an adverse reaction, stop using the product immediately, seek appropriate medical attention, and tell us as soon as possible with full details of the product used and the nature of the reaction. This helps us assess whether further action or reporting is required.
To the extent permitted by law, we do not accept liability for adverse reactions, allergic responses or sensitivities caused by any product purchased or applied. Nothing in this clause excludes any right you have under the Australian Consumer Law.

For hygiene and safety reasons, opened skincare products cannot be returned or exchanged except where required by the Australian Consumer Law.

Personal use only

Products purchased through this Site or our Clinic are for personal use only and must not be resold, redistributed or repackaged. You must not use them for commercial purposes, supply them to others for use or resale, or represent them as part of any unauthorised treatment or service. We reserve the right to limit or refuse sales where we suspect such activity.

Related products and services

Certain products and services offered by the Clinic are subject to regulatory restrictions and professional advertising guidelines. As a result, not all treatments or therapeutic products are publicly listed or described on our Site. This includes prescription-only medicines and services requiring clinical assessment by a qualified health practitioner. Information about those treatments is available during consultation or on request, in accordance with applicable law and professional standards.

Health disclaimer and professional advice

The content, services and materials provided on or through this Site are for general information only. They do not constitute, and are not intended to substitute for, professional advice, medical diagnosis or treatment specific to your circumstances. Accessing or using our Site, including any article, product or digital content, does not create a practitioner-patient relationship.

We encourage you to consult a qualified health professional before acting on any information presented on this Site, or before undertaking any treatment, product or service. Each person's health needs are unique, and only a qualified professional can assess your suitability for a treatment or product.

Our services and content are not to be relied on for diagnosing or treating any physical or mental health condition. While we make efforts to provide accurate, current information, we do not warrant the completeness, reliability or applicability of any information presented. Medical and scientific knowledge continues to evolve, and some content may become outdated.

We reserve the right to decline services where we believe they may not be clinically appropriate. Any reference to third-party products, services or programs is not an endorsement, sponsorship or guarantee of effectiveness.

No guarantee of results

While we aim to provide high-quality treatments and services, we do not guarantee any specific outcome or result from any medical, skin or aesthetic treatment. You acknowledge and agree that:

Individual responses to treatment vary from person to person;
Results depend on factors including skin type, medical history, lifestyle, adherence to the treatment plan and aftercare;
No cosmetic or dermatological outcome can be guaranteed, predicted with certainty or promised in advance;
Some conditions require a course of treatments or ongoing maintenance, and further treatments may be charged separately.

To the maximum extent permitted by law, we make no representation or warranty that any treatment will achieve a particular aesthetic result.

Personal responsibility

By using our Site and our services, you acknowledge that you are responsible for following the pre-care and aftercare instructions given to you, for attending review appointments, and for telling us promptly about any concern or adverse effect. You acknowledge that you will exercise your own judgement, taking into account your personal circumstances, before acting on anything you learn from this Site.

Brand and product references

Any reference on our Site or in our materials to specific treatments, technologies, products or brand names is provided solely to describe the types of services offered in the industry. Such references do not constitute and must not be interpreted as sponsorship, endorsement, recommendation or affiliation with any manufacturer, brand owner, supplier or distributor, unless expressly stated in writing.

We do not advertise, promote or recommend any prescription-only medicine or restricted therapeutic good to the public. Any decision to prescribe or administer such a product is made independently by an authorised health practitioner in accordance with applicable law.

Marketing

Our marketing complies with the legislation applicable to therapeutic goods and health services. We:

Do not offer inducements, discounts or bonuses in exchange for booking regulated services involving prescription products;
May offer general promotions for non-regulated services, such as skin treatments and skincare products;
Do not publish testimonials about clinical care, or before-and-after images, where that is restricted by law or by the AHPRA advertising guidelines.

You must not interpret promotional material as a guarantee of any result or outcome.

Practitioner registration details

Where our Site refers to individual practitioners, such as doctors, nurses or dermal therapists, we ensure that:

Their professional registration number or relevant credentials are displayed or available on request;
Their services are delivered within the scope of their qualifications and legal authority.

You may verify the registration of any registered health practitioner through the AHPRA register at https://www.ahpra.gov.au.

Feedback, complaints and disputes

We are committed to your satisfaction with our services and products. If you have a concern about your treatment, an order or your experience with us, please contact us immediately so we can work to resolve it. If the matter is not resolved to your satisfaction, please follow this process.

How to make a complaint

Email us at bookings@serenityskin.au or call (07) 4771 5666 and include:

Your name;
Your email address and contact number;
Your patient or order reference, if applicable;
The date of the treatment or purchase; and
Details of your concern or complaint.

Acknowledgement and resolution

We will acknowledge your complaint within 3 business days. We aim to resolve all complaints within 14 business days. If that is not possible, we will tell you, explain why, and give you an expected timeframe.

If your complaint concerns clinical care and you are not satisfied with our response, you may contact the Office of the Health Ombudsman (Queensland) at https://www.oho.qld.gov.au or AHPRA at https://www.ahpra.gov.au. Nothing in these Terms prevents you from doing so at any time.

Public reviews and statements

We welcome fair and honest feedback. Nothing in these Terms is intended to prevent you from sharing a genuine opinion about your experience or from exercising any right that cannot be excluded at law.

You agree not to publish statements about us that are unlawful, including statements that are defamatory, misleading or deceptive, threatening or harassing, or that disclose confidential information or another person's personal information without consent. We may respond to, or request moderation of, content that appears to be unlawful or in breach of a platform's terms of use. Please note that we are restricted by law from publishing testimonials about clinical care, and we may be required to remove such reviews from pages we control.

Mediation

Where a dispute cannot be resolved, it will be submitted for mediation in accordance with the Resolution Institute mediation rules. If the dispute is not resolved at mediation, you agree to submit to the jurisdiction of the courts of Queensland.

Intellectual property

The Site, products and services contain intellectual property owned by us or licensed to us by third parties, including trademarks, copyright, proprietary information, designs, patents and other intellectual property rights, as well as our business name, logo, images, designs, text, video, audio, graphics, files and software ("Content"). Your use of the Site, products and services, and your access to any Content, does not grant or transfer any right, title or interest in them to you.

No commercial use

You may not modify, publish, transmit, participate in the transfer or sale of, create derivative works from, distribute, display, reproduce or perform, or in any way exploit in any format, the Site, our products and services or the Content, in whole or in part, without our prior written consent. We reserve the right to immediately remove your access to our Site, products, services and Content, without refund, if you are found to be in breach of these Terms.

Digital content

Where you download or purchase our digital products, such as guides, checklists, aftercare documents or video content ("Digital Products"), you are granted a non-exclusive, non-transferable, limited licence to access and use them for your own personal use. You may not assign or transfer Digital Products to any other person without our express written consent. You have no right to modify, copy, reproduce, create derivative works of, reverse engineer, alter, sell or otherwise exploit any Digital Product except as authorised by us.

Digital Products are accessed by completing the relevant form on this Site, after which you will receive an email containing a link to access or download the product. You accept responsibility and risk for downloading and using these products, and you agree it is your responsibility to have appropriate software and hardware to access them, which is not a ground for a refund.

Due to the nature of digital products, orders for digital products are not refundable, returnable or exchangeable. Where we send the wrong digital product we will send the correct one, and where a download link does not work we will provide the product directly or a revised link at no extra cost. Nothing in this clause limits your rights under the Australian Consumer Law.

Links to other websites

Our Site and social media channels may contain links to sites operated by third parties. Unless we expressly say otherwise, we do not endorse, control or approve, and we are not responsible for, the content on those sites. It is up to you to decide whether those sites and their content are right for you.

Privacy

These Terms include our Privacy Policy, which sets out how we handle your personal and health information, available at https://www.serenityskin.au/privacy-policy. By using this Site you consent to the handling described in that policy and warrant that all data you provide is accurate.

Creating an account

To place orders or access some features of the Site, you may need to register an account. You must provide accurate information, including your name, address, a valid email address and telephone number, and you must be at least 18 years old. You warrant that the information you provide is accurate and current, and that you will update it if it changes. You are solely responsible for activity that occurs on your account, including bookings and orders placed through it, so keep your password secure. We reserve the right to suspend or cancel your account at any time if you breach these Terms or applicable law, or where your conduct affects the safety of our staff or other patients.

Submitting content to our Site and social media

We appreciate interaction on our social media channels and feedback about our Site, products and services. Where you submit feedback, a comment or other content, you represent and warrant that:

You are the sole author and owner of the intellectual property and other rights in that content, or have the right to use it with the appropriate consents;
You give us permission to post or otherwise use that feedback on our social media or other channels, subject to the advertising restrictions that apply to us;
You waive any existing and future moral rights, as defined in the Copyright Act 1968 (Cth), in the content you provide;
The content does not breach these Terms; and
You are at least 18 years old.

We reserve the right to remove a review or comment that:

Is defamatory or otherwise unlawful, abusive or obscene;
Attacks our staff or another contributor;
Discloses personal information; or
Is unrelated to the content on which it was posted.

Prohibited use

In addition to any other prohibition, you must not use the Site or its content:

For any unlawful purpose;
To solicit others to perform or participate in any unlawful act;
To violate any international, federal, state or local law, regulation or ordinance;
To change, remove, deface, hack or otherwise interfere with this Site or any material displayed on it;
To hack any aspect of the service, corrupt data or cause annoyance to other users;
To infringe the proprietary rights of any other person;
To send unsolicited advertising or promotional material; or
To affect the performance or functionality of any computer facility of or accessed through this Site.

Warranties and disclaimers

This Site, and any products and services provided through it, are offered on an "as is" and "as available" basis. To the fullest extent permitted by law, we do not represent, warrant or guarantee that:

The Site, its content, or any product or service is suitable, complete, accurate, reliable or fit for any particular purpose;
Access to the Site will be uninterrupted, secure, timely or free from errors, viruses, harmful components or other digital threats;
Any communication, data or content will be stored without failure or loss.

Any reliance you place on the information, products or services made available through this Site is at your own risk. Our products and services may not be appropriate for every individual, and results vary depending on your health, skin type and other factors beyond our control. You are responsible for determining the suitability of our offerings for your circumstances, following all instructions, and seeking professional advice where appropriate.

Limitation of liability — use of Site

To the fullest extent permitted by law, we are not liable for any direct, indirect, incidental, special or consequential damage or loss arising out of or in connection with your access to, use of, or inability to use this Site, including damage caused by viruses, bugs, computer or technical failure, or reliance on content, whether accurate or not. We make no warranty or representation about the accuracy or completeness of any content on the Site and accept no liability for errors or omissions.

Limitation of liability — products and services

To the fullest extent permitted by law, we are not liable for any loss, damage, injury or claim, whether direct, indirect, incidental, special or consequential, arising out of or in connection with your use or misuse of our products or services, including:

Adverse reactions to products;
Allergic responses;
Misuse of a product or failure to follow usage, pre-care or aftercare instructions;
Failure to disclose relevant medical history, medications or allergies;
The suitability of any service or treatment for your individual needs.

It is your responsibility to follow all instructions, undertake patch testing where recommended, and seek professional advice where required. Our products and services are provided in good faith and on the basis of the information you give us. Nothing in these Terms excludes any right or remedy you have under laws that cannot lawfully be excluded or limited, including the Australian Consumer Law. Where we are permitted to limit our liability, our liability is limited to resupplying the service, or paying the cost of having the service resupplied.

Our right to be indemnified by you

To the fullest extent permitted by law, you agree to indemnify and hold harmless us, our related entities, affiliates, and our and their respective officers, agents and employees, from any loss, liability, claim or demand, including reasonable legal fees on a full indemnity basis, made by any third party arising out of your use of this Site in breach of these Terms, your breach of these Terms, your breach of any representation or warranty in these Terms, or your breach of any law or the rights of a third party.

Additional terms

By engaging our services, you may be required to agree to additional terms, including patient intake forms, informed consent forms, treatment plans, pre-care and post-care instructions, and clinic policies. These additional terms form part of your overall agreement with us and must be accepted before we can proceed with any treatment or service. We will provide the relevant documentation electronically or in person, and your agreement may be obtained by signature, checkbox or other confirmation.

Competitions and promotions

We may from time to time run competitions or promotional giveaways through our Site or our social media channels. By participating, you agree to be bound by these Terms and by any specific terms applying to that competition or promotion. We reserve the right to modify, suspend or cancel any competition or promotion at any time without notice. No competition or promotion will offer a prescription-only treatment as a prize or inducement.

Breach and termination

The agreement constituted between us by your use of the Site may be terminated:

Where you breach any provision of these Terms; or
At any time by us without notice, in which case all disclaimers and limitations of liability survive termination and you will no longer be authorised to access the Site.

Severability

If any term or provision of these Terms is held by a court of competent jurisdiction to be contrary to law, that provision will be changed and interpreted so as to best accomplish its original objectives to the fullest extent allowed by law, and the remaining provisions remain in full force and effect.

Ceasing our website

We have the right to discontinue this Site at any time and may do so without notice to you. We may also exclude any person from using our Site at any time at our sole discretion. We are not responsible for any liability you may suffer arising from or in connection with any such discontinuance or exclusion.

Assignment

We may assign, transfer and subcontract our rights and obligations under these Terms without notification or consent. You may not assign, transfer or subcontract your rights or obligations under these Terms.

Entire agreement

These Terms, together with our Privacy Policy, Cancellation and Refund Policy, any additional terms and the disclaimers on this Site, constitute the entire understanding and agreement between you and us in relation to your use of this Site, and supersede all previous communications, negotiations and agreements, whether oral, written or electronic.

Electronic communications and electronic signatures

You agree to be bound by any affirmation, acceptance or agreement transmitted through this Site, including any consent you give to receive communications from us by electronic means. When you click or tick "I agree", "I consent" or a similarly worded option using any electronic device, your agreement or consent is legally binding and enforceable, and is as effective as if you had signed by hand.

Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of the State of Queensland, Australia. In relation to any dispute, we ask that you contact us first so that both parties can, acting in good faith, resolve the dispute as quickly and efficiently as possible. Where a dispute cannot be resolved, you agree to submit to the non-exclusive jurisdiction of the courts of the State of Queensland, Australia.

Contact us

Serenity Skin Clinic Pty Ltd (ABN 71 699 306 397), trading as Serenity Skin 23 Bundock Street, Belgian Gardens QLD 4810 Phone: (07) 4771 5666 Email: bookings@serenityskin.au