Customer care policy

Refunds, Returns & Appointment Changes

Clear terms for bookings, service concerns, gift cards and products—designed to protect both clients and Aura Glow.

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Effective 5 September 2026 · By booking or purchasing, you acknowledge this policy and any service-specific terms shown before payment.

Important: by booking or purchasing, you agree to this policy and the terms displayed at checkout. Policies may be updated, but the terms shown when you booked or purchased will apply. Australian Consumer Law prevails over any inconsistent term.

Cancellation & Rescheduling

A deposit will be taken when you book to secure your appointment and will be deducted from the service total. Please cancel or reschedule at least 12 hours before your appointment start time.

Less than 12 hours before your appointment, online cancellation and rescheduling will no longer be available. Please contact Aura Glow directly if an urgent situation arises. A fee equal to 50% of the booked service price will apply, with your deposit credited towards that fee.
No-shows will be charged the full booked service price. Your deposit will be credited towards the charge and an invoice will be sent for any remaining balance.
All outstanding fees must be paid before any future booking can be accepted.

Late arrivals and changes by Aura Glow

Please arrive on time. A late arrival may shorten the treatment without reducing the booked price. If the service cannot be completed safely in the remaining time, it may need to be changed or rescheduled and the disclosed booking terms may apply.

If Aura Glow must cancel, you may choose a suitable new time or a refund of any amount paid for the service that cannot be provided.
Aura Glow is not responsible for indirect costs such as travel or time away from work unless required by law.

Health, safety and professional discretion

Tell Aura Glow before treatment about pregnancy, allergies, sensitivity, skin or eye conditions, medication, recent procedures and anything else that may affect safe treatment. Information provided must be complete and accurate.

A patch test may be required, but it cannot guarantee that a reaction will not occur.
Aura Glow may decline, adapt, postpone, pause or stop a service where reasonably necessary for health, hygiene, safety or professional reasons.
Unsafe, abusive, discriminatory or sexual behaviour may result in the appointment ending and future service being refused.

Completed services and concerns

Results vary with individual hair, skin, service history, lifestyle and aftercare. No exact result or duration can be guaranteed, but services will always be provided with due care and skill.

A completed service is not refundable solely for change of mind, personal preference, normal result variation or failure to follow aftercare where it was supplied correctly.
Contact Aura Glow promptly with your appointment details and clear photos where relevant. Seek urgent medical care first for a severe reaction.
Where safe and practical, allow Aura Glow a reasonable opportunity to assess and rectify a minor issue before another provider alters the work.

Gift cards and products

Gift cards are non-refundable for change of mind, are not redeemable for cash and must be used before the stated expiry date, except where the law requires a refund or another remedy. Purchased gift cards are valid for at least three years from supply unless a lawful exemption applies.

Normal cancellation, rescheduling and no-show terms apply to appointments booked with a gift card.
Physical products are not currently sold online. Opened or used hygiene-sensitive products cannot be returned for change of mind.
Faulty, unsafe or misdescribed products remain covered by the Australian Consumer Law.

Australian Consumer Law

Your statutory rights are protected.

Aura Glow services come with automatic guarantees, including that they will be provided with due care and skill, be fit for an agreed purpose and be supplied within a reasonable time when no time is fixed. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded.

Read ACCC consumer guidance