Policies, Terms & Conditions
Welcome to At Skin Aesthetics. The clinic is committed to providing professional, safe, and results -driven skincare treatments in a respectful and welcoming environment.
To ensure clarity, fairness, and the best possible experience for every client, please review the following policies before booking.
By scheduling an appointment, purchasing products, or receiving services from At Skin Aesthetics, you acknowledge and agree to the terms outlined below.
Services
At Skin offers a variety of skincare treatments using clinical-grade skincare products and professional equipment. All services are performed by Natasha Petz, Owner, Medical Aesthetician, and Acne Specialist, and are customized based on each client’s skin condition, goals, and overall skin health.
Treatment outcomes vary between individuals depending on factors such as skin type, lifestyle, medical history, and adherence to recommended home care. While treatments are designed to support visible improvement, specific results cannot be guaranteed.
Consultations
If you are a new At Skin client, it is highly recommended that you book a consultation prior to your first treatment. This allows time to properly assess your skin, review your concerns, and ensure the services selected are safe, appropriate, and tailored to your skin’s needs.
Consultation Only Appointments
Standalone consultations are 1 hour and have a $75 consultation fee.
If a treatment is booked within two weeks of the consultation, the consultation fee may be applied toward the first treatment. After two weeks, the consultation fee does not carry forward.
Consultation + Treatment Appointments
Consultation + treatment bookings include a complimentary 30-minute consultation prior to the scheduled service. This consultation allows time to review your skin concerns, goals, and treatment plan before proceeding with the service.
If a consultation + treatment appointment is booked but the client chooses not to proceed with the treatment, the consultation fee will apply.
Medical Disclaimer
All services performed within At Skin Aesthetics are non-invasive cosmetic treatments intended to support skin health and improve the appearance of the skin.
These services are not medical procedures and are not intended to diagnose, treat, or cure medical conditions. Clients with medical concerns should consult a licensed healthcare provider prior to booking treatments.
Clients are responsible for providing accurate health information, including medications, allergies, current skincare use, and any medical conditions that may impact treatment.
Client Responsibility & Contraindications
Certain medications, health conditions, or skin sensitivities may prevent specific treatments from being safely performed.
It is the client’s responsibility to inform At Skin Aesthetics of any relevant medical information prior to treatment. Clients must also follow all pre-treatment and post-treatment instructions provided to ensure safe healing and optimal results.
Failure to disclose relevant health information may impact treatment safety and results.
Appointments & Clinic Policies
By Appointment Only
At Skin operates strictly by appointment only.
For privacy, safety, and scheduling accuracy, walk-ins, door knocks, or unannounced visits cannot be accommodated.
Product pickups must be arranged in advance or during a scheduled appointment.
Rescheduling & Cancellations
We kindly require that clients provide at least 48 business hours notice (Monday–Friday, excluding weekends and statutory holidays) if they need to cancel or reschedule an appointment.
Appointments cancelled with less than 48 business hours notice will be charged the full cost of the service booked.
Missed appointments without communication (no-shows) will be charged the full service cost plus a $75 no-show fee due to the loss of the reserved appointment time.
As a courtesy, the $75 no-show fee may be transferred as a credit toward a new appointment if the appointment is rebooked within 14 days of the missed appointment.
Repeated late cancellations or no-shows may result in restrictions on future bookings.
Arriving Late
If you arrive more than 15 minutes late, your appointment may need to be shortened or rescheduled to avoid impacting other clients. In some cases, late cancellation fees may still apply.
Credit Card on File
A valid credit card must be securely kept on file to hold any appointment. This allows appointments to be reserved and enables the clinic to enforce cancellation policies when necessary.
Your payment information is stored securely through our booking platform and is never accessible directly by the clinic.
Service Downgrades
If a service is downgraded upon arrival (for example changing from an advanced treatment to a basic facial), the originally booked service price will still apply as appointment time was reserved for that service.
Power Outage Policy
Because At Skin operates from a residential clinic location, rare power outages may occur due to weather or unforeseen circumstances.
If a power outage occurs and the scheduled service requires electricity or specialized equipment, the appointment will be rescheduled to the next available time.
As a courtesy for the inconvenience, clients will receive a rescheduling credit that can be applied toward their treatment.
If a scheduled service does not require electricity (such as consultations), the appointment may still proceed.
Power outages are considered unforeseen circumstances and cancellation fees will not apply to affected appointments.
Pricing & Payment
All service pricing is listed on the At Skin website or at the clinic and may change without notice.
Payment is required at the time of service.
At Skin accepts Debit, Credit, and Cash. Please note that the clinic does not carry cash on hand and cannot provide change.
Product Orders
To ensure accurate inventory management, skincare products should be purchased through the online store whenever possible.
In-clinic purchases can be completed during a scheduled appointment or by arranging a dedicated product pickup time.
Unannounced product purchases cannot be accommodated.
Treatment Packages
Certain treatments are recommended in a series at 2–4 week intervals for optimal results.
Treatment packages are:
• Non-refundable
• Non-transferable
• Time-sensitive
Failure to complete treatments within the recommended timeframe may result in forfeiting unused sessions.
Refunds & Returns
All services are final sale.
Opened skincare products are final sale due to hygiene and safety regulations.
Unopened products may be eligible for return upon inspection and approval.
Adverse reactions may qualify for a return if the following conditions are met:
• Documentation of the reaction must be provided (photos or medical documentation if requested)
• The product must be inspected to confirm remaining quantity
• The reaction must occur upon first use and the product must remain essentially full
Products showing ongoing use or significant amounts missing will not qualify for return.
All sale items are final sale and cannot be returned or exchanged.
Gift Cards
Gift cards are final sale and cannot be redeemed for cash.
Unused balances remain on the gift card for future use but cannot be refunded.
At-Home Care & Product Commitment
For best results, a customized at-home skincare routine is strongly recommended.
Professional products suggested by your provider are selected to support your skin condition, enhance treatment results, and protect the skin barrier.
If recommended home care is not followed:
• Results may vary
• Progress may be slower
• Treatment effectiveness may be reduced
In-clinic treatments and home care are designed to work together, and results cannot be guaranteed without both.
Right to Refuse Service
At Skin reserves the right to refuse or discontinue treatment if a service is deemed unsafe, inappropriate, or contraindicated.
Service may also be refused in cases of unsafe behaviour, disrespectful conduct, or repeated failure to follow clinic policies.
Disclaimers & Liability
Results vary between individuals and specific outcomes cannot be guaranteed.
Clients must disclose all relevant health conditions, medications, allergies, and recent procedures before each appointment.
At Skin Aesthetics and Natasha Petz are not liable for adverse reactions or unsatisfactory results resulting from:
• Undisclosed medical information
• Failure to follow pre-care or post-care instructions
• Use of unapproved skincare products
• Failure to follow recommended treatment plans
Clients assume responsibility for their own skin outcomes when choosing not to follow professional recommendations.
Privacy Policy
Client information including medical history, contact details, and payment information is kept confidential and used solely for appointment scheduling, service delivery, and order processing.
Client records are stored securely and are only accessible to authorized personnel. Personal information will not be shared with third parties without consent unless required by law.
Clients may request access to or correction of their personal records at any time.
Acne Program Membership Policy
The At Skin Acne Program is a structured treatment and support program designed to provide consistent guidance, professional treatments, and ongoing skin care support for individuals working toward long-term acne improvement.
Program Commitment
Enrolment in the Acne Program requires a minimum commitment of three (3) months. This timeframe allows sufficient time for treatment adjustments, skin response evaluation, and implementation of a consistent acne management plan.
Membership Billing
The program operates as a monthly subscription. Program fees are charged automatically each month to the credit card provided at the time of enrollment through an automated invoice system.
By enrolling in the Acne Program, clients authorize At Skin Aesthetics to process monthly subscription payments using the card on file for the duration of the program commitment.
Cancellation Policy
The Acne Program requires a minimum three-month commitment.
After the initial three-month commitment has been completed, the program may be cancelled by providing a minimum of 30 days notice prior to the next billing date.
Cancellation requests must be submitted directly to At Skin Aesthetics. The program will not cancel automatically, and clients remain responsible for all charges that occur prior to confirmed cancellation.
Once a payment has been processed, it is considered final and program payments are non-refundable.
Program Discounts
Clients enrolled in the Acne Program may receive access to exclusive discounts on treatments and skincare products as part of the program structure.
These discounts are active only while the membership is active. Once the program is cancelled or completed, all program-related discounts will be discontinued immediately.
Discount Code Use
Any discount codes or special pricing associated with the Acne Program are intended solely for the enrolled client and may not be shared or distributed.
If it is discovered that program discount codes or benefits are being shared with others, At Skin Aesthetics reserves the right to immediately terminate the program membership without notice.
Program Integrity
At Skin Aesthetics reserves the right to discontinue participation in the Acne Program if program guidelines are not followed, payments are declined, or policies are violated.
By enrolling in the Acne Program, clients acknowledge and agree to the policies outlined above.
Shipping Policy
Shipping & Delivery
Orders are shipped via Canada Post using Standard Air Shipping. Shipping rates and estimated delivery times are calculated at checkout.
Delivery timelines are estimates and may be affected by postal delays, customs processing, weather, or other factors outside of our control.
Customs & Duties
International orders may be subject to customs duties, VAT, or local taxes. These fees are the responsibility of the buyer and are not included in the purchase price.
Product Import Regulations
Skincare regulations vary between countries. It is the buyer’s responsibility to ensure that products purchased are permitted for import into their country.
Lost or Damaged Shipments
Tracked shipments include delivery confirmation and limited liability coverage through the carrier.
At Skin is not responsible for packages marked as delivered by the carrier or for shipments sent without tracking.
Shipping costs are non-refundable once an order has been shipped.
Policy Updates
At Skin reserves the right to modify or update these policies at any time. The most current version will always be available on our website and applies to all bookings and purchases.
Contact
For any questions regarding these policies, please contact: