Ursk Medispa Clinic Policies

Ursk’s locked clinic policy allows us to prioritise your privacy and uninterrupted treatment time.

Your appointment is exclusively reserved for you, ensuring a calm and relaxing experience.

Booking & Entry Code

• All visits require a prior appointment. You will receive a door code via email and/or text, or we can provide it over the phone when making your booking.

• If you haven’t received your code, please text 0448 578 883.

How to Use Your Code

1. Press ‘CARD’ on the silver door panel to light up the keypad.

2. Enter your 4-digit code, then press ‘#’ to unlock the door.

3. On sunny days, shadow the panel with your hand to make the numbers more visible.

Your code is included in your booking confirmation and reminder emails/texts. If you have trouble accessing the clinic, please check your messages for the code and follow the instructions. If needed, contact us via text (0448 578 883) or message us on Facebook or Instagram.

*Please Note: Your door code is for your scheduled appointment only. If you arrive without an appointment, we are likely tending to clients.

*Please do not knock on the door, we may have hypnotherapy in session.

At Ursk Medispa, we operate strictly by appointment to ensure an uninterrupted, dedicated experience for every guest.

To maintain this clinical sanctuary, our doors remain locked during sessions.

• Curating Your Experience: We take pride in meticulously preparing the clinic before each scheduled session. This dedicated time allows us to tailor the environment specifically for your treatment, ensuring the space is ready for your arrival.

• A Focused Environment: We intentionally schedule "turnover time" between guests. This maintains a relaxed and focused atmosphere, ensuring your visit is seamless and your treatment is never rushed.

• Planning Your Visit: To protect the privacy of the client in session and our preparation time, please call or text us first if you are in the area and wish to check for a last-minute opening.

Effective Date 01/03/2026

To ensure you secure your preferred date and time at Ursk Medi+Spa, we recommend booking in advance as our schedule fills quickly.

How to Book Your Session:

The most efficient way to manage your reservations is via our dedicated booking channels:

• Book Online Here

• Our Free Clinic App: ‘Ursk Medispa Salon App’, Available for Apple and Android for 24/7 access to your appointments.

• Call: 9379 8883 (Wednesday to Saturday)

• SMS: 0448 578 883.

Securing Your Reservation:

When you book with us, you are reserving the exclusive use of our clinic space and the specialised expertise of your therapist. To provide a focused and relaxed experience for every guest, we require a reservation fee to hold your appointment time:

• New Clients: A non-refundable 50% reservation fee is required at the time of booking.

• Existing & Rebooking Clients: A 25% reservation fee is required to secure your next session.

• Gift Vouchers: If you are using a gift voucher, please have your voucher number ready when booking online or mention it to us over the phone to secure your space.

The "Why" Behind Our Policy:

Ursk invest heavily in the latest skin technology and continuous advanced education to ensure you receive the best results and experience. Our team takes great pride in curating your experience before you even arrive—meticulously preparing the clinic and tailoring the environment specifically for your treatment.

Because our team travels significant distances to be here for you, we intentionally schedule generous "turnover time" between guests to maintain a refined and relaxed atmosphere.

By honoring your reservation, you are respecting the expertise, travel, and preparation that goes into every visit.

Effective Date: 01/03/2026

At Ursk Medi Spa, we understand that life is busy and schedules can become hectic.

To help you manage your self-care and avoid any late-change fees, our system is designed to provide multiple touch-points leading up to your visit.

Our Automated Reminder Schedule:

• Instant Confirmation: As soon as your booking is made (online or via phone), an automated confirmation email is sent. Please ensure we have your current email address on file to receive this.

• The 3-Day Check-In: Three days before your appointment, you will receive an email reminder. For new clients or those we haven’t seen in a while, look out for a second email or text to fill out your Digital Consultation Forms to complete before you arrive.

• The 48-Hour SMS: Two days prior to your session, you will receive a text message reminder. This aligns with our 48-hour cancellation window, giving you one final opportunity to reschedule if needed.

How to Confirm:

Confirming your attendance is simple:

• SMS Reply: Simply reply 'YES' to your text reminder. Our system will automatically update your status to "Confirmed."

• Personal Follow-Up: As we operate by appointment only, we may personally call or text any unconfirmed bookings. If we are unable to reach you to confirm, we will assume your booking is confirmed so as not to double book that time.

Need to Reschedule?

If you need to make booking adjustments, reschedule or cancel, please contact us at least 48 hours in advance. For full details on how we protect our clinic time, please see our Cancellation Policy.

Effective Date 01/03/2026

At Ursk Medi Spa, your reservation fee secures more than just a treatment—it reserves the exclusive use of our clinic, our advanced technology, and the specialized expertise of your therapist.

When you book with us, we commit to being fully prepared for your arrival.

Because we operate strictly by appointment, a late cancellation or "no-show" creates bankrupt time—a loss that cannot be recovered and prevents another guest on our waiting list from receiving care.

Our Cancellation Guidelines:

• The 48-Hour Notice: We kindly require a minimum of 48 hours’ notice for any cancellations, appointment modification or rescheduling.

• Reservation vs. Treatment: Your reservation fee is applied to the specific time and space held for you. If you cancel, reschedule, or significantly reduce your scheduled services within the 48-hour window, the reservation fee will be applied to the loss of that clinic time and staff reservation and will not be refundable or transferable.

• Service Modifications: If you have a long session booked and choose to reduce your services at the last minute, the original reservation fee remains tied to the full time-block we held for you.

• No-Shows & Same-Day Changes: Appointments missed without notice or changed on the day will be charged at 100% of the scheduled service fee.

As our staff have traveled and prepared specifically for your arrival, we cannot absorb the cost of an empty appointment time that was previously reserved.

The "Gift Your Spot" Option:

We understand that emergencies happen. If you cannot make it, you are always welcome to send a friend or family member in your place. This ensures the reserved time is used and allows you to avoid any late fees.

Your reservation fee can be held on file against your next booking, or refunded to your bank account once the replacement booking has been completed.

Effective Date 01/03/2026

At Ursk Medi+Spa, we hold a high ethical Duty of Care for every guest. To ensure we provide the safest and most effective results, it is a condition of treatment that a current, signed consent form is on file before any clinical procedure begins.

• Clinical Requirement: We cannot perform any treatment without your informed consent. This protects your skin's integrity and ensures we are operating within the highest professional safety standards and meeting our insurance requirements. Refusing to sign a consent form may result in refusal of service and applicable cancellation fees.

• Secure Digital Forms: We are a paperless clinic. If you are a new guest, or if it has been some time since your last visit, you will receive an SMS link to our secure online digital consent forms prior to your appointment.

• Pre-Arrival Completion: Completing these forms electronically before you arrive allows us to review your history and begin curating your bespoke treatment plan in advance.

• Protecting Your Treatment Time: To ensure you receive the full, focused and relaxed experience you have reserved, please submit your forms as soon as you receive the text. If forms are not completed prior to arrival, the time required to finish them in-clinic will be deducted from your scheduled treatment time.

• Ongoing Updates: For your safety, please notify us at the start of every session of any changes to medications (including , accutane, antibiotics), pregnancies, or recent medical/aesthetic procedures.

Effective Date 01/03/2026

Located on busy Keilor Road, we know that traffic and parking can be unpredictable so we recommend planning ahead.

• The "Stress-Free" Arrival: We recommend aiming to arrive 5 to 10 minutes early. This allows you ample time to secure parking and have your unique door code ready (sent via text/email) to enter the clinic at your scheduled time.

• Respecting the Schedule: Arriving on time ensures we can maintain our strict clinical standards between guests. When a guest arrives late, it directly interferes with the essential preparation time required for the next person's private session.

Late Arrival Guidelines:

While we are always sympathetic to unforeseen delays, we must protect the integrity of the treatment for you and the guest scheduled immediately after you.

• The Grace Period: To ensure your results are not compromised, we can generally accommodate a delay of up to 5 minutes for short sessions or 10 minutes for longer clinical treatments.

• Adjusted Treatment Time: If you arrive past this period, we will perform as much of your treatment as possible in the remaining time. However, your session must still conclude at its originally scheduled time.

• The 15-Minute Limit: Arrivals more than 15 minutes late may make it impossible to perform your treatment safely, effectively, or in time for our next appointment. In these instances, the appointment will be considered a "No-Show," and the reservation fee will be applied to the loss of that reserved clinic time.

Effective Date 01/03/2026

We value the commitment our Members and Package-holders make to their skin journey. As these bookings are reserving dedicated clinic time and staff expertise, the following "Treatment Release" rules apply:

• Late Cancellations (Within 48 Hours): If a session is cancelled or rescheduled late, the treatment will be forfeited. To reinstate and reschedule your treatment, a cancellation fee in line with our cancellation policy applies.

• No-Shows: If you miss an appointment entirely without notice, that specific treatment is forfeited.

• Why we do this: This fee does not go toward your treatment; it is applied to the loss of clinic time and resources incurred by the empty appointment slot. Paying this fee allows us to protect your prepaid credit so you don't lose the full value of your treatment.

Effective 01/03/2026

An Ursk Medi+Spa gift voucher is an invitation to experience our specific clinical care. To ensure clarity for our guests the following terms apply:

• Ursk-Specific Treatments: Gift vouchers are redeemable for Ursk Medi+Spa treatments only. They are not valid for use with any other independent businesses or practitioners who may operate within the same premises.

• Excluded Purchases: Vouchers are not redeemable for retail products or third-party services, and cannot be exchanged for cash.

• Purchasing & Collection: As an appointment-only clinic, if you wish to collect a physical voucher, please book a "Gift Voucher Pickup" via our booking system, under “Consultations”. This ensures a team member is available to greet you and have your gift voucher prepared.

• Redeeming Your Gift: Your unique redemption code located on the voucher must be provided at the time of booking. Your physical or digital voucher must be presented at your appointment; otherwise, an alternative payment method will be required.

• Validity & Expiry: Vouchers are issued for a specific dollar value only.

• 3-Year Expiry: In accordance with Australian Consumer Law, vouchers are valid for 3 years from the purchase date. Expiry dates are strictly enforced and will not be extended.

• Cancellations: Our 48-hour Cancellation Policy applies to all voucher bookings. If an appointment is cancelled late or missed, fees will apply in line with our cancellation policy.

Effective Date 01/03/2026

At Ursk Medi+Spa, we are committed to delivering high-quality clinical care and transparent professional advice.

We encourage all guests to make informed decisions before proceeding with any treatment, package, or product purchase.

Clinical Outcomes & Treatment Results:

• Individual Skin Response: Every individual’s skin and body respond differently to clinical treatments. While we aim to achieve optimal results, outcomes are heavily influenced by variables beyond our control, such as lifestyle, genetics, and strict adherence to prescribed post-care instructions.

• No Refunds for Results: We do not offer refunds for treatments or packages based on a "dissatisfaction with results" or unforeseen reactions. All realistic expectations, potential risks, and likely outcomes will be discussed during your consultation to ensure you are fully informed.

• Commitment to Treatment: Refunds are not available for "change of mind," changes in personal circumstances, or relocation. The cost of our treatments are including the reservation of staff, the clinic space and that specific time slot.

Product Returns:

• Faulty Products: In accordance with Australian Consumer Law, if you receive a faulty or damaged product, you may be eligible for a refund or exchange. Requests must be made within 7 days of purchase, and the product must be returned in its original packaging with proof of purchase at Ursk Medispa.

Change of Treatment: if you book in for a specific treatment but decide to change to a different treatment during consultation, the price of the treatment performed will apply - This will be discussed at the time with you.

Concerns & Feedback:

Your satisfaction and skin health are our highest priorities. If you are dissatisfied with any part of your experience, we encourage you to speak directly with our Clinic Manager at the time of your visit, or email yourskin@ursk.com.au so we can support a positive, professional resolution.

Ursk Medispa takes your privacy very seriously. Any information collected or discussed is held under strict confidentiality. All our records are kept electronically in a secure system designed specifically for the purpose of keeping details secure. we will never sell or rent your personal data to any third-party. Sharing of your data and direct marketing activities are only carried out with your express consent, which you are free to withdraw at any time.

We need to obtain and process personal data to provide you with our products, services and treatments and to fulfil our business and legal obligations. We will never collect any personal information from you that we do not need or retain any data that is no longer necessary for the purposes specified in this notice.

Where we request sensitive personal data from you (i.e. health or medical data), the reason(s) for the request will be clearly given along with the purposes of the processing. Explicit consent through a signature will always be required for us to obtain and process your health information.