Packages, Pre-paid Services, Gift Cards, Rewards Points & Store Credit
6. Packages, Pre-paid Services, Gift Cards, Rewards Points & Store Credit
6.1 Scope of this policy
This policy applies to packages, treatment series, pre-paid services, digital gift cards, rewards points and store credit issued or accepted by the studio.
The terms displayed or provided for a particular package, pre-paid service, gift card, reward or store credit also form part of this policy. If a specific term is inconsistent with this policy, the term that provides the client with the greater protection will apply unless the law permits and clearly requires another interpretation.
6.2 Package payment, inclusions and pricing
Packages and treatment series must be paid for in full at the time of purchase. A package is not secured until full payment has been received.
Some packages may include a discount. Each package is limited to the services expressly included in its description at the time of purchase. Package components cannot be substituted, exchanged or credited toward another service merely because the client changes their mind, develops a different preference or no longer wishes to receive a component.
Once a package has been paid for in full, the named services remain covered during the package validity period. The client will not be required to pay a price difference solely because the studio’s ordinary service prices increase after purchase.
Changing an individual pre-paid service that is not part of a package, bundle, discount or promotion is governed by section 5.12.
6.3 Booking package appointments
Appointments included in a six-session skin needling or BB Glow package may be booked separately and completed in any order permitted by the applicable treatment plan.
Unless the studio agrees otherwise, all components of any other package must be booked together for the same day.
Appointments remain subject to practitioner availability, treatment suitability, required treatment intervals and the time reasonably needed to perform each service safely and properly. Purchasing a package does not guarantee a particular appointment date, time or practitioner.
6.4 Package validity and completion deadline
Packages and pre-paid services are valid for 12 months from the date of purchase unless a longer period is clearly stated at the time of purchase.
All included services must be performed before the expiry date. It is not sufficient for a service merely to have been booked before expiry.
The client is responsible for tracking, booking and completing all package appointments within the validity period. Any reminder provided by the studio or Timely is a courtesy only. The studio does not guarantee that a reminder will be issued or received.
Clients should book early enough to allow for appointment availability and any required interval between treatments. Inability to obtain a preferred date or time close to expiry does not automatically extend the validity period.
6.5 Extension requests
The studio may consider extending a package because of pregnancy, medical treatment, serious illness or another genuine extenuating circumstance. An extension is not automatic and will be determined by the studio reasonably and on a case-by-case basis.
The studio may request information reasonably necessary to assess the request but will not require more personal or medical information than is reasonably necessary. Where practicable, the client should request an extension before the package expires.
An extension granted on one occasion does not create an entitlement to an extension for another client or package. This discretion does not limit any remedy required under Australian Consumer Law.
6.6 Partially used and unused packages
A package does not become refundable merely because the client has not used it or has completed only part of it. If a client chooses not to continue, the remaining components will stay available only until the package expires.
If a client becomes medically unsuitable for a remaining component, the studio is not automatically required to substitute another service, provide store credit, transfer the package or provide a voluntary refund. The studio may consider an extension under section 6.5 where the circumstances are temporary.
This section does not remove any refund or other remedy that the client is legally entitled to receive.
6.7 Cancellations, rescheduling, no-shows and late arrivals
Every appointment booked as part of a package is subject to the Cancellations, Rescheduling, No-Shows and Late Arrivals Policy.
If a package appointment is forfeited under that policy, the corresponding treatment or package component will be treated as redeemed. The studio will not impose an additional cancellation or no-show charge for the same appointment after treating the component as redeemed.
If a client’s late arrival means a service must be shortened or cannot safely and properly proceed, the applicable package component may be treated as redeemed in accordance with sections 3.11 to 3.14.
6.8 Unavailable or discontinued package components
If the studio permanently discontinues a service or cannot provide a remaining package component within an agreed or reasonable time, the studio will refund the unused value attributable to that component to the original payment method.
For a discounted package, the unused value will be a reasonable proportion of the amount actually paid for the package, having regard to the included components. It will not automatically be calculated using the component’s ordinary standalone price.
The client may voluntarily choose store credit instead of a refund. Store credit will not be imposed as the only remedy where the client is legally entitled to a refund or another remedy.
6.9 Packages or pre-paid services purchased for another person
Another person may purchase a package or pre-paid service for an intended recipient. The recipient must separately complete all required consultation, disclosure, suitability and consent requirements before treatment.
Purchasing a service for another person does not guarantee that the recipient will be eligible or suitable for treatment.
Packages, bundled services and discounted services cannot be transferred to another person after issue. Transfers of eligible full-price individual pre-paid services are governed by section 5.14.
6.10 Digital gift cards and validity
The studio issues digital gift cards for nominated dollar values. Gift cards may be purchased and redeemed online or through the studio.
A purchased gift card is valid for three years from its date of issue. The expiry date or the issue date and validity period will be displayed on the gift card or associated confirmation.
Gift cards cannot be reloaded or topped up. The studio does not impose activation, account-keeping, inactivity or balance-enquiry fees.
6.11 Gift card redemption
Gift cards may be used toward:
● Services
● Retail products
● Appointment deposits
● Packages and pre-paid services
● Other eligible purchases offered by the studio
A gift card may be used over multiple transactions until its balance reaches zero. Multiple gift cards may be combined, and a gift card may be combined with another accepted payment method.
Gift cards may be used with promotions and discounted packages unless the conditions of a particular offer clearly state otherwise. If the available gift-card balance does not cover the full transaction, the difference must be paid using another accepted payment method.
6.12 Gift card recipients, transfers and code security
The purchaser may nominate the original gift-card recipient. Once issued, a gift card cannot be transferred or reassigned to another person without the studio’s approval.
The purchaser and recipient are responsible for ensuring that the recipient’s details are correct and for keeping the Timely gift-card code secure. The studio may request reasonable proof of purchase, identity or entitlement before changing a nominated recipient, disclosing protected information or replacing a code.
6.13 Lost, stolen, damaged or compromised gift cards
A lost, stolen, damaged or compromised gift card may be reissued where sufficient proof of purchase is provided and the unused balance can be verified.
The studio is not responsible for value redeemed before the loss, theft or unauthorised use is reported, except where the loss resulted from an act or omission by the studio or where otherwise required by law.
6.14 Gift card refunds, cash redemption and appointment charges
Gift cards are non-refundable and cannot be redeemed for cash or used to obtain change, except where required by law.
Purchasing a gift card does not earn rewards points. An otherwise eligible purchase paid for using a gift card may earn rewards points when the gift card is redeemed.
If an appointment secured or paid for using a gift card becomes subject to a late-cancellation, no-show or other authorised charge, the studio may deduct that charge from the gift-card balance. If the balance is insufficient, the remaining amount becomes payable in accordance with the Payments and Outstanding Balances Policy.
6.15 Earning rewards points
The studio’s loyalty and rewards program is administered through Timely. Clients earn one point for every eligible dollar spent and paid to the studio. Points are added after payment has been successfully completed.
The following do not earn rewards points:
Gift-card purchases
Packages and pre-paid treatment series
Purchases paid through Afterpay
Discounted services
The portion of a transaction paid using existing rewards
Cancelled, refunded, disputed, charged-back or otherwise reversed transactions
An otherwise eligible purchase paid using a gift card or store credit may earn points when the gift card or store credit is redeemed.
Rewards points do not expire while the rewards program remains active, subject to account corrections, transaction reversals, misuse and program closure under section 6.17.
6.16 Rewards value and redemption
Ten rewards points earned from $10 of eligible spending provide a $1 reward. The practical minimum redemption is therefore $1.
Rewards may be applied toward eligible deposits, services, retail products and packages. They may be combined with promotions, gift cards, store credit or another accepted payment method where permitted by Timely and the conditions of the applicable offer.
Rewards cannot be used to purchase gift cards or store credit. They have no cash value, cannot be refunded or transferred and cannot be used to obtain change.
Rewards accounts and points are personal to the client. Clients must not sell points, transfer them to another person, combine points between client accounts or create duplicate accounts to obtain additional rewards.
6.17 Rewards corrections, misuse and program changes
The studio may correct a rewards balance or reverse points where:
A payment is refunded, disputed, charged back, cancelled or otherwise reversed
An invoice or transaction is deleted
Points were added in error
Duplicate client accounts exist
Fraudulent or unauthorised activity is suspected
The rewards program has been misused
The studio may suspend a rewards account while suspected fraud, misuse or an administrative error is investigated.
The studio may change or discontinue the rewards program by providing at least 30 days’ notice. Clients may redeem existing points during the stated notice period. Points remaining when that redemption period ends will cease to be available.
The studio may take immediate action without notice where reasonably necessary to address fraud, unlawful conduct, a security issue or a legal requirement.
6.18 Issuing and expiring store credit
Store credit may be issued:
For an eligible retail product exchange under section 5.9
Where a client voluntarily chooses store credit for an unavailable package component under section 6.8
Store credit is valid for three years from its date of issue. The expiry date will be recorded by the studio or Timely.
Expired store credit will not be reinstated except where required by law. Store credit will not be imposed instead of a refund or another remedy that the client is legally entitled to receive unless the client voluntarily agrees and the law permits that outcome.
6.19 Using store credit
Store credit may be:
Used over multiple transactions until its balance reaches zero
Combined with gift cards, rewards, promotions or another accepted payment method
Applied toward deposits, services, packages, pre-paid services and retail products
Used for otherwise eligible purchases that earn rewards points
Store credit is personal to the recipient and cannot be transferred to another person. It cannot be refunded, exchanged for cash or used to obtain change, except where required by law.
If an appointment secured or paid for using store credit becomes subject to a late-cancellation, no-show or other authorised charge, the studio may deduct that charge from the available store-credit balance. If the balance is insufficient, the remaining amount becomes payable in accordance with the Payments and Outstanding Balances Policy.
6.20 Balances and account problems
When a gift card is applied during Timely’s online booking process, the remaining gift-card balance will be displayed. Gift-card balances may also be confirmed by contacting the studio.
Rewards balances may appear on Timely receipts or emails where that feature is enabled. Clients may contact the studio to confirm a rewards or store-credit balance.
Clients should contact the studio directly as soon as reasonably possible to report an incorrect balance, missing points, an unauthorised redemption, a compromised gift-card code, duplicate rewards accounts or another account problem.
The studio may request reasonable proof of purchase, identity or account ownership before disclosing a balance, replacing a code or adjusting an account.
6.21 Statutory rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights available under Australian Consumer Law.