TERMS AND CONDITIONS

ZERO TOLERENCE: BEHAVIOUR/VIOLENCE

At ellexr we promote a culture of professional and respectful conduct. We expect similar behavior from our patients.

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Abusive, aggressive, or rude conduct via any communication will NOT be accepted by ellexr.

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ellexr and its subsidiaries reserve the right to withhold and/or cease services to such patients indefinitely.

COVID-19

Upon entering the clinic, patients are invited to use the hand sanitizer provided. Please wash/sanitize your hands on arrival. Our team will be ready and wearing all of the appropriate PPE to welcome you, albeit from a distance. Make yourself comfortable while you wait for your treatment in our reception area.

Our treatment rooms are available for private use, we do not offer communal changing rooms. Our team will be sanitizing surfaces frequently.

For now, we won’t be able to provide our usual magazines and are unable to offer refreshments.

We will make your stay with us as safe as possible.

APPOINTMENTS

If a booked service is cancelled without notice or changed on arrival, the full cost of the service must be paid. In the event that your chosen provider is not available to carry out your appointment, through circumstances beyond our control, we reserve the right to transfer the booking to an alternative provider if available.

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In the unusual instance where we may need to cancel your booking, we will endeavor to contact you by phone and/or email to reschedule at your earliest convenience.

PAYMENT

All online purchases must be paid in full. All packages must be paid in full online and/or in-store. All gift cards/vouchers must be paid in full. No refunds or exchanges or transfer of services/products/gift cards is allowed. Please ensure when purchasing the name of the patient is correct. 

CANCELLATION POLICY

We ask patients to provide, where possible, at least 48 hours notice if they need to change or cancel an appointment. Cancellations can be made by phoning the clinic during opening hours on 647-272-0101. If you are cancelling out of clinic hours you may cancel by email at info@ellexr.com. 

We would like to advise you that in booking an appointment, that you are reserving a provider in advance. Our cancellation policy is designed as part compensation for our highly trained and dedicated providers, who rely on a busy schedule for a rewarding career.

Patients cancelling within 48 hours will be charged $25 for the time reserved regardless for the reasons of cancelling. If we have sufficient notice of cancellation we can open up the appointment to awaiting patients.

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Cancellations due to COVID-19 will be accepted up to 24 hours prior to appointment time.

Any no-shows without any prior communication will be charged $25 before any future services are provided. No refunds will be issued, however re-scheduling will be possible. 

GIFTS AND TIPS

While appreciative of the gesture, staff are unable to accept gifts and tips from patients and are required to refuse it. Our staff are paid a highly competitive wage and experience a very rewarding career with Ellexr.

YOUR HEALTH

Patients that may have health issues (ex. blood pressure, circulation problems, skin problems, have recently undergone an operation, are on medication, are pregnant, had a cancer or have any other health worries), are advised to check with their doctor BEFORE booking a service.

When you arrive for your first appointment you will be asked to complete a registration document to highlight with the provider any health issues you may have.

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For patients with serious illnesses, before we can proceed with any services, we ask you to provide a letter from your doctor to say that you are able to receive the specific service you want to have.

PRODUCTS

Products used in the salon are highly concentrated, so very little is needed to obtain maximum results. If you wish to purchase any of the products please discuss this with, and direct your queries to the provider or skin specialist in clinic.

They will also provide on how to use the product(s). We recommend that if you have any queries please call us and we will be happy to discuss them or go over the procedure again.

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All products should be used as directed, ellexr is not responsible for products sold by third parties.

ALLERGY TESTING

If you have any allergies prior to your appointment please inform us at the time of booking.

Please note that patients booking laser treatments will be asked to attend the clinic for patch testing 24 hours before their first appointment.

PROMOTIONAL PRICING

Promotions and offers are for a definitive period ONLY. Once the promotional period has ended services/products revert to their regular price. 

ellexr reserves the right to limit quantities available for

promotions. In the event quantities have run out, we will not provide rainchecks, first come first serve policies are in effect. 

DISPUTE POLICY

ellexr endeavors to treat all its patients appropriately and fairly. If however, you are unhappy with a service you are entitled to lodge a complaint. In the first instance if you have a grievance you must make the clinic aware of your complaint so that we can deal with it appropriately on the day.

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We require notice of a compliant with pictures via email within 24 hours of your visit.

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If you do not make us aware on the day of the complaint or exceed 24 hours, you may be required to attend an additional appointment to resolve the issue up to 10 days or provide evidence. As we may need to speak with our provider regarding a complaint we aim to resolve all complaints within 5 working days not including weekends.

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The final decision on any resolution will be with the consent of Clinic Director.