PATIENT POLICY & PROCEDURE

Operating Hours

Current hours of operation are as follows:

  • Monday to Friday 9:00 a.m. – 18:00 p.m.
  • Saturday 8:00 a.m. – 17:00 p.m.
  • Sunday Closed.
  • Salon hours are subjective to change.

 Bookings

Clients may make bookings:

A full course of treatment dates may be booked in advance. We recommend that client’s reserve their next treatment prior to leaving Aesthetics Eleven to ensure availability.

 Online Bookings

  • Appointments may be booked on-line at least 6 hours in advance.
  • MultIple treatments can be booked for any day Monday to Saturday within a 3 months period.
  • Appointments can be changed online up to 24 hours before an appointment, from the customer area.
  • As a courtesy, Aesthetics Eleven sends clients a confirmatory e-mail when a client books a new appointment.
  • Complimentary appointment reminders are also sent to remind a client about his/her appointment:
    • E-mail reminder is sent 3 days prior to the appointment.
    • SMS reminder is sent 24 hours prior to the appointment.

 Complimentary E-mail and SMS reminders

This is a complimentary service and should not be relied upon as your only means of remembering an appointment. It is the client’s responsibility to remember appointment dates and times to avoid late arrivals and missed appointments.

 Client Arrival Time

Aesthetics Eleven requests all clients to arrive 10 minutes prior to an appointment to allow time to complete any necessary paperwork and orientate themselves at our facility. This allows us to remain on schedule for all our clients.

 Lateness Policy

  1. Aesthetics Eleven firmly believes in the value of our client’s time and will make a conscious effort to avoid long waiting periods.
  2. As much as we would like, Aesthetics Eleven cannot guarantee service for late arrivals. If a client arrives late their treatment may either need to be shortened or rescheduled to allow us to remain on schedule for our other clients. In such cases the client may be charged for the treatment, at the discretion of management.
  3. No-shows and last minute cancellations enormously disadvantage our business, which in turn may affect our affordability. It is also unfair to other clients who cannot book those time slots with us.
  4. Aesthetics Eleven kindly request all clients to provide at least 24 hours notice if they need to reschedule or cancel a treatment to provide Aesthetics Eleven with sufficient time to fill the time slot.
  5. If a client cancels an appointment with less than 24 hours notice, he /she may be charged for the treatment and / or requested to pay in advance for future appointments, at the discretion of management.
  6. Aesthetics Eleven will endeavour to contact clients as soon as possible if a therapist is unable to perform their appointment, due to illness or unforeseen circumstances. In this case, Aesthetics Eleven may ask the client to see another available therapist or reschedule their appointment time.

Client Cancellation Policy / Rescheduling Appointments

  1. No-shows and last minute cancellations enormously disadvantage our business, which in turn may affect our affordability. It is also unfair to other clients who cannot book those time slots with us.
  2. Aesthetics Eleven kindly request all clients to provide at least 24 hours notice if they need to reschedule or cancel a treatment to provide Aesthetics Eleven with sufficient time to fill the time slot.
  3. If a client cancels an appointment with less than 24 hours notice, he /she may be charged for the treatment and / or requested to pay in advance for future appointments, at the discretion of management.
  4. Aesthetics Eleven will endeavour to contact clients as soon as possible if a therapist is unable to perform their appointment, due to illness or unforeseen circumstances. In this case, Aesthetics Eleven may ask the client to see another available therapist or reschedule their appointment time.

 No show / missed appointments Policy

Clients who fail to show up for appointments, without contacting Aesthetics Eleven, will be charged in full for the missed treatment and / or requested to pay for future appointments in advance, at the discretion of management.

 Walk-Ins

Aesthetics Eleven welcomes walk-in clients, however if it is not convenient with our schedule, clients may have a waiting period or be required to schedule an appointment at the next available time slot. If a client needs a certain time slot we recommend booking in advance for an appointment.

 Initial Consultation & Skin Patch Test Policy

  1. It is Aesthetics Eleven’s policy for all new clients to have an initial free consultation and skin patch test 24 to 48 hours prior to IPL treatment to ensure safe and effective treatments.
  2. Requests by client’s to have their first treatment performed on the same day as the initial consultation and skin patch test, are subject to management discretion.
  3. Clients will be required to provide full details of their medical history and general lifestyle, including any medications they are taking, to their therapist, to confirm that there are no contra-indications to IPL and to enable the therapist to design the best possible individual treatment plan. All information that clients provide will be kept in strict confidence, as per Aesthetics Eleven’s privacy policy.
  4. Clients are required to inform Aesthetics Eleven about any changes in their medical status or medications they are taking.
  5. All clients will be required to sign a consent form, before starting an IPL treatment course.  In certain circumstances Aesthetics Eleven may request clients to obtain permission from their own Doctor, before commencing treatments.

Clients Medical History & Consent

  1. Clients will be required to provide full details of their medical history and general lifestyle, including any medications they are taking, to their therapist, to confirm that there are no contra-indications to IPL and to enable the therapist to design the best possible individual treatment plan. All information that clients provide will be kept in strict confidence, as per Aesthetics Eleven’s privacy policy.
  2. Clients are required to inform Aesthetics Eleven about any changes in their medical status or medications they are taking.
  3. All clients will be required to sign a consent form, before starting an IPL treatment course.  In certain circumstances Aesthetics Eleven may request clients to obtain permission from their own Doctor, before commencing treatments.

 Clients under the age of 18 years old

All clients under the age of 18 are required to have a parent or guardian present during the initial consultation and to sign the consent form.

 Protective Eye Equipment

Clients are required to wear protective eye equipment (goggles / glasses) during IPL treatments, as determined by practical IPL requirements and Workplace Health and Safety Standards. Should a client have a visitor accompanying him/ her, we request that the visitor remain in the reception area during the IPL treatment.

 Children Policy

Due to the nature of our work and the use of Intense Pulse Light Technology, client’s children may not be present in the treatment room during an IPL treatment.

 Pricing

All Prices are Subject to Change.

 Payment options

Aesthetics Eleven accepts the following payment options:

  1. Cash
  2. Visa and mastercard (regrettably no Dinner’s club and American express)
  3. Electronic Fund Transfer (EFT) made the day before your treatment: please print proof of payment and bring it on the day of your treatment;
  4. Aesthetics Eleven gift vouchers (with valid expiry date)

Aesthetics Eleven is unable to accept cheques or provide credit for IPL treatments.

 Parking

Client parking is available in the parking area opposite the Aesthetics Eleven salon.

Mobile Phones

In the treatment rooms, we request that clients kindly turn off mobile phones or switch them to vibrate.

 Smoking

The Aesthetics Eleven salon is a smoke-free environment and promotes itself as such.

 Client’s Belongings

We regret that Aesthetics Eleven cannot be held responsible for loss or damage to client’s personal articles including clothing or accessories.

 Client’s feedback and suggestions

At Aesthetics Eleven we are always appreciative of client’s feedback and suggestions. After an appointment, every client will receive a standard e-mail requesting their rating of / feedback on the service received at Aesthetics Eleven. We thank you for taking a minute to complete the star rating. It is our goal to exceed client’s expectations.

 Client’s complaints

At Aesthetics Eleven we are committed to providing a high quality service to all our clients.  When something goes wrong, we would like our clients to tell us about it. This will help us to rectify any problems immediately and improve our standards. Clients may either speak to their therapist or our management directly or e-mail us on smooth@aesthetics11.co.za.

Salon Professionalism

Aesthetics Eleven is a professional IPL salon establishment. Our trained therapists are here solely to provide a professional treatment. If a therapist ever feels that a client is behaving inappropriately, they are authorised to stop the treatment immediately and notify management.

 Return / Refund Policy For Services And Packages

It is the policy of Aesthetics Eleven that there are no refunds regarding services, including packages and vouchers purchased.

In cases where:

  1. a service cannot be performed for valid medical reasons, or
  2. an adverse reaction occurs to a service,

the remaining treatments in a package purchased may be refunded or exchanged, at the discretion of management. However, if the adverse reaction occurs as a result of the client not following the guidelines recommended by the staff, for proper results of the service, then a refund will not be issued.

If a visible adverse reaction to a service occurs, the client must contact Aesthetics Eleven within 48 hours. This is mandatory in the process of requesting a refund. In the event that a service package is purchased and the client is unhappy with the treatment results or wants a different service, an exchange for the value of the remaining package can be applied to other services, at the discretion of management.

 Return / Refund Policy For Products

Unopened products

Clients will receive a full refund for any un-opened products returned within 7 days of purchase, in original new condition, with receipt present.

All opened products

There are no refunds or credits given towards any opened products.

Faulty products

Clients should return a faulty product to Aesthetics Eleven, with receipt present, and demonstrate the fault to management. Clients will receive a product exchange or refund, at the discretion of management.

Thank you for taking the time to read, understand and appreciate Aesthetics Eleven’s client policies. By providing us with these small courtesies, Aesthetics Eleven is able to ensure you of the best customer service at all times.

 

CONTACT US

0861-324-752

 

65 Main Road, Green Point, Cape Town

 

info@aesthetics11.co.za

 

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OPERATING HOURS

Monday - Friday 9AM - 6PM
Saturdays 8AM - 5PM
Closed on Sundays

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