This policy sets out the terms you agree to when you book an appointment at Plump Aesthetic Clinic. It forms part of the information we are required to give you about the cost of your care before you are treated. Please read it before you book.
New to Plump? Please also read our New Patient Information, which covers how to prepare for your first appointment, attending alone, our adults-only policy, consent and clinical photography.
Every appointment requires a valid credit card held securely on file and a deposit at the time of booking. Your deposit is deducted from the cost of your treatment on the day, or rolled over to secure your next appointment.
| Appointment type | Deposit |
|---|---|
| Skin and cosmetic medicine, standard | $100 |
| Regenerative and bio-remodelling treatments, and double appointments | $200 |
| Infrared sauna, massage and naturopathy | Full prepayment |
| Prepaid packages and review appointments | No deposit required |
Deposits are payable within 24 hours of booking or confirming your appointment. Where a deposit remains unpaid, your appointment may be released to our waitlist.
You will receive a confirmation message seven to ten days before your appointment, and automated reminders at 72 and 48 hours. Please reply to confirm. Your medical history and consent forms must be completed at least 48 hours before you arrive.
Before you are treated you will be given the total cost of your treatment, the cost of any maintenance your treatment plan requires, and an indication of how those costs may vary over time. Your treatment plan, product selection or dosing may change between appointments depending on your health, your skin and your progress, and pricing varies accordingly. Any cost for follow-up or review care will be confirmed with you at the time it is recommended.
Cosmetic procedures are not covered by Medicare.
We ask for more than 48 hours notice to change or cancel. With that notice, your deposit transfers to your new appointment and nothing further is charged.
| Notice given | Monday to Friday | Saturday |
|---|---|---|
| More than 48 hours | No fee. Deposit transfers | No fee. Deposit transfers |
| 24 to 48 hours | Deposit forfeited | Deposit forfeited |
| Less than 24 hours, or same day | Deposit forfeited plus $200 | Deposit forfeited plus $300 |
| Did not attend, no notice given | Deposit forfeited plus $200 | Deposit forfeited plus $300 |
| Arrived more than 10 minutes late and the treatment can no longer be delivered safely and completely | Deposit forfeited plus $200 | Deposit forfeited plus $300 |
Your appointment reserves a clinician, a treatment room and a block of time that cannot be resold at short notice, and it holds a place a patient on our waitlist would have taken. These fees reflect that cost.
Saturday carries a higher fee because it is our most requested day, it is booked well in advance, it holds a waitlist we cannot contact at short notice, and it is our most expensive day to staff.
Where your appointment forms part of a prepaid package, a service is deducted from your package instead.
Acute illness is a contraindication to treatment at Plump. This is a clinical position, not a scheduling preference.
Treating a patient who is systemically unwell, febrile, or has an active local or systemic infection carries an increased risk of an adverse event, an increased risk of post-procedure infection, and delayed or impaired healing. It also renders the treatment response unreliable and makes any subsequent adverse event more difficult to distinguish from the underlying illness. In a shared clinical environment, attending while infectious exposes our practitioners and other patients, including those who are immunocompromised.
Notify us as soon as you recognise symptoms. Before treatment begins, disclose any current or recent illness, infection, fever, vaccination, or new medication.
As registered health practitioners we are required to decline a procedure where, following assessment, we do not believe it is appropriate for you. Your practitioner may therefore defer or modify your treatment on clinical grounds, and where that happens an alternative recommendation and a rescheduled plan will always be provided.
Where your practitioner defers your treatment on clinical grounds, your deposit transfers to your rescheduled appointment and no fee applies.
Where you were aware you were unwell and did not notify us before your appointment time, the schedule above applies. Deferral protects your clinical outcome. It does not remove the cost of an appointment that was held for you and could not be reallocated.
Call us on 0478 844 048 as early as you are able, and beyond 48 hours wherever possible, so that your deposit transfers and a patient on our waitlist can use the time.
Call us as soon as you know you are running behind and we will do whatever we can. If you arrive more than 10 minutes late we may need to adjust your treatment to what can be delivered safely in the time remaining, at the full treatment price. Where the treatment can no longer be delivered safely and completely, the appointment cannot proceed and the schedule above applies.
If we cancel or reschedule your appointment at short notice, for any reason, your deposit is transferred to your new appointment, or held as a credit on your account, whichever you prefer. You will be offered the next available appointment at priority.
Please attend alone. Plump is a private space, and treatments involving devices, sharps and prescription medicines carry safety considerations for anyone else in the room. If you need a carer or support person with you for accessibility or health reasons, call us in advance on 0478 844 048 so we can arrange it.
Plump is strictly an adults-only clinic. We do not treat anyone under the age of 18, and we are unable to have anyone under 18 in the clinic at any time.
You may ask the Clinical Director to review either decision.
A complimentary consultation is a scheduled appointment. It reserves a clinician and a treatment room in the same way any other appointment does, and the same expectations apply.
If you arrive more than 10 minutes late for a complimentary consultation, the appointment is forfeited and cannot proceed.
If you do not attend a complimentary consultation and give us no notice, you forfeit access to complimentary consultations in future. You are welcome to book again, and a deposit is required at the time of booking. That deposit is not applied to the cost of treatment. It is retained as a consultation fee for your practitioner’s clinical time.
Where your deposit is not applied to a treatment, it is held as a credit on file. That credit can be used towards any treatment, product or service at Plump, it stays on your account, and it does not expire. Deposits are otherwise applied to your treatment or forfeited in line with the schedule above.
Nothing in this policy limits or excludes any right you have under the Australian Consumer Law.
If you are unhappy with any aspect of your care, you may raise it directly with your practitioner, use the clinic’s complaints process, contact the Health Complaints Commissioner in Victoria, or contact AHPRA. Our complaints policy sets out each of these pathways and how to use them.
This policy is applied consistently. Any exception is at the sole discretion of the Clinical Director.
Questions are always welcome. Call us on 0478 844 048 or visit us at 525 Chapel Street, South Yarra.
Plump Aesthetic Clinic acknowledges the Wurundjeri Woi-wurrung people of the Kulin Nation as the Traditional Owners of the land on which we live and work, and pays respect to Elders past, present and emerging.
Plump is a safe and welcoming space for people of all cultures, bodies, abilities, genders and sexualities.
