Terms of service

CosMedic Clinic
Last updated: 12 October 2026

1. Introduction

Welcome to CosMedic Clinic.

This website, www.cosmedicclinic.co.nz, is operated by CosMedic Clinic, located inside HQ Health, 80 Arena Avenue, Invercargill, New Zealand.

Throughout these Terms of Service, “CosMedic Clinic”, “we”, “us” and “our” refer to CosMedic Clinic.

These Terms govern your use of our website, online store, appointment booking system and the products and treatments provided by CosMedic Clinic.

By using our website, purchasing products or gift vouchers, or booking an appointment, you agree to the applicable terms outlined below.

These Terms should be read alongside our Privacy Policy and Refund, Returns & Cancellation Policy.

Nothing in these Terms limits any rights or protections that cannot lawfully be excluded under New Zealand law.

2. Our Services

CosMedic Clinic provides appearance medicine and advanced skin treatments, including:

• Cosmetic injectable treatments.

• SkinPen microneedling.

• DermaFrac microneedling.

• Chemical peels.

• Healite LED light therapy.

• IPL treatments.

• Professional skincare products and related services.

We also offer gift vouchers and other products or services available through the clinic or our online store.

All clinical treatments are subject to individual assessment, suitability and informed consent.

Treatment availability may change from time to time.

3. Website Information

Information on our website, including treatment descriptions, expected benefits, skincare advice and educational material, is provided for general information only.

Website content does not replace an individual clinical consultation, medical assessment or personalised professional advice.

Although we make reasonable efforts to ensure website information is accurate and current, treatment information, pricing and product availability may change.

Please contact CosMedic Clinic if you have questions about a treatment or product before booking or purchasing.

4. Appointments and Online Booking Requests

CosMedic Clinic operates by appointment only.

Appointments may be requested through our online booking provider, Timely, or arranged directly with the clinic.

Submitting an online booking does not automatically confirm an appointment.

All online bookings are initially treated as requests and are subject to review and approval by CosMedic Clinic.

An appointment is confirmed only when the booking has been approved and the patient has received an email confirmation.

Patients should not assume that a requested appointment time is secured until confirmation has been received.

CosMedic Clinic may contact patients to clarify booking details, recommend a different appointment type or arrange an alternative time where appropriate.

We may need to reschedule or cancel an appointment due to illness, equipment issues, clinical considerations or other circumstances outside our reasonable control. Where this occurs, we will make reasonable efforts to contact the patient and arrange an appropriate alternative or refund where required.

5. New Patient Booking Fees

A booking fee is required for new patients when requesting their initial appointment through Timely.

The booking fee is collected through Timely and secures the appointment once the booking has been approved.

How the Booking Fee Is Used

The new patient booking fee is credited towards the patient's treatment or may be used towards skincare products purchased at the clinic on the day of their appointment.

It is not an additional charge on top of the treatment or skincare purchase to which it is applied.

Cancellations and Rescheduling

The booking fee is generally non-refundable for change of mind.

If a patient is unable to attend their appointment, the booking fee may be retained as clinic credit and applied towards a rescheduled appointment within three months of the original appointment date.

Patients are asked to provide at least 24 hours' notice wherever possible.

Late cancellation or non-attendance may result in applicable cancellation fees, as outlined in our Refund, Returns & Cancellation Policy. Any booking fee applied towards a cancellation charge will not be charged again for the same amount.

Any remaining credit or refund entitlement will be handled in accordance with applicable consumer law.

Where CosMedic Clinic is unable to provide the booked service, an appropriate alternative or refund will be offered as required by law.

6. Appointment Cancellations and Missed Appointments

A minimum of 24 hours' notice is requested when cancelling or rescheduling an appointment.

Our cancellation conditions are:

• 24 hours or more notice: No cancellation fee.

• Less than 24 hours' notice: A $50 cancellation fee may apply.

• Same-day cancellations or failure to attend: A $100 fee may apply to appointments longer than 15 minutes.

Complimentary follow-up appointments lasting 15 minutes or less are excluded from the $100 fee.

Where the $100 fee applies, it replaces rather than adds to the $50 late cancellation fee.

Cancellation fees are applied reasonably, taking into account individual circumstances and applicable consumer law.

To cancel or reschedule an appointment, please text 027 387 6393 as soon as possible.

Full details are available in our Refund, Returns & Cancellation Policy.

7. Clinical Assessment, Treatment Suitability and the Right to Decline Treatment

CosMedic Clinic is committed to providing treatments that are clinically appropriate, safe and consistent with professional standards.

Booking an appointment does not guarantee that a particular treatment will be provided.

All treatments are subject to clinical assessment, informed consent and professional judgement.

CosMedic Clinic reserves the right to recommend against, postpone, modify or decline a treatment where there are reasonable clinical, safety or professional grounds for doing so.

These may include, but are not limited to:

• Medical conditions, medications or other factors that increase the risk of complications.

• Pregnancy, breastfeeding or other circumstances that may affect treatment suitability.

• Recent or upcoming surgery, medical procedures or recovery requirements.

• Contraindications relating to the requested treatment.

• Concerns about a patient's ability to provide informed consent.

• Expectations that are unrealistic, cannot reasonably be achieved or may result in an unsatisfactory or unsafe outcome.

• Concerns about body image or psychological wellbeing where proceeding with cosmetic treatment may not be in the patient's best interests.

• Situations where the practitioner considers that the risks outweigh the potential benefits.

Where appropriate, further medical information, clearance from another healthcare professional or a period of reassessment may be recommended before treatment.

Decisions to decline or postpone treatment will be based on individual circumstances, clinical judgement and professional obligations, not unlawful discrimination.

Patients have the right to decline a recommended treatment or withdraw consent.

8. Patient Responsibilities and Health Information

To support safe and appropriate treatment, patients are responsible for providing accurate, complete and up-to-date information about their health and relevant circumstances.

Patients must advise CosMedic Clinic of any changes that may affect treatment suitability, including:

• New medical conditions or changes to existing health conditions.

• New medications, supplements or changes to prescribed medication.

• Allergies or previous adverse reactions.

• Pregnancy, possible pregnancy, plans to become pregnant or breastfeeding.

• Recent surgery, medical procedures or hospital treatment.

• Upcoming or scheduled surgery or medical procedures.

• Recent cosmetic or skin treatments performed elsewhere.

• Infections, skin conditions, wounds or other changes affecting the proposed treatment area.

• Any other relevant change in health or circumstances since their previous appointment.

Patients should provide updated health information before each treatment, even if they have attended CosMedic Clinic previously.

Patients are also asked to follow appropriate pre-treatment and aftercare instructions, attend appointments on time and promptly report any unexpected reactions or concerns following treatment.

Accurate health information is essential for informed clinical decision-making and patient safety.

9. Treatment Outcomes and Expectations

CosMedic Clinic aims to provide individualised care and natural-looking aesthetic outcomes.

However, responses to cosmetic and skin treatments vary between individuals.

Treatment results may be influenced by factors such as age, skin condition, medical history, lifestyle, treatment type and individual biological response.

Specific aesthetic outcomes, the duration of results and the number of treatments required cannot be guaranteed.

Some treatments may require a course of sessions or ongoing maintenance to achieve or maintain the intended result.

Before treatment, patients are encouraged to discuss their goals, expectations, concerns and any relevant limitations.

CosMedic Clinic may recommend an alternative approach or advise against treatment where the expected outcome is unlikely to meet the patient's goals or where treatment would not be clinically appropriate.

A change of mind or disappointment that a preferred aesthetic result was not achieved does not automatically entitle a patient to a refund.

However, all treatments remain subject to applicable consumer guarantees and professional obligations, including the requirement to provide services with reasonable care and skill.

10. Products and Online Purchases

Our online store is operated using Shopify.

Products displayed online are subject to availability, and we reserve the right to correct genuine errors in product descriptions, pricing or stock information.

We aim to present product descriptions and images accurately. However, packaging, appearance and colours may vary slightly from those displayed on a screen.

Orders may be declined or cancelled for legitimate reasons, including product unavailability, suspected fraudulent activity or a genuine pricing error.

Where payment has already been received for an order we cannot fulfil, an appropriate refund will be arranged.

Product returns, faulty goods and refunds are governed by our Refund, Returns & Cancellation Policy and applicable New Zealand consumer law.

11. Pricing and Payment Methods

Prices are stated in New Zealand dollars unless otherwise indicated.

Treatment prices may be displayed on our website, through Timely or communicated directly by the clinic.

Any additional treatment or product costs will be explained before purchase or treatment.

CosMedic Clinic accepts approved payment methods, including:

• Shopify online payments.

• Electronic card payments processed through Shift4.

• Afterpay, where available.

• Direct bank transfer.

A 1% surcharge applies to applicable Shift4 card transactions and is disclosed before payment. Any surcharge will not exceed the applicable cost of accepting that payment method.

Afterpay transactions are subject to Afterpay's applicable terms and conditions.

Prices may change for future bookings or purchases. Existing agreements and applicable consumer rights will be respected.

12. Advance Payments and Clinic Credit

Patients may make advance payments towards future treatments or skincare purchases.

Advance payments made by bank transfer should include the patient's name as the payment reference.

These funds may be held as credit on the patient's account and used towards eligible treatments or skincare products.

Patients may choose to retain unused funds as clinic credit.

Where a patient voluntarily requests a refund of unused prepaid funds, a $50 administration fee may apply, provided the fee was disclosed before the advance payment arrangement commenced and is reasonable and lawful.

No administration fee will be deducted where a full refund is required by law.

New patient booking fees are subject to the separate conditions outlined in Section 5.

Further information is available in our Refund, Returns & Cancellation Policy.

13. Gift Vouchers

CosMedic Clinic offers gift vouchers purchased directly from the clinic or through our Shopify online store.

Gift vouchers may be redeemed towards eligible treatments or skincare products, subject to any applicable voucher conditions and clinical suitability.

Gift vouchers sold from 16 March 2026 generally have a minimum validity period of three years from purchase, unless a statutory exception applies.

Vouchers sold before that date may remain subject to their original expiry terms, where lawful.

Gift vouchers are generally not refundable for change of mind, but statutory consumer rights continue to apply.

Further details are available in our Refund, Returns & Cancellation Policy.

14. Privacy and Personal Information

CosMedic Clinic collects and uses personal information for purposes including appointment management, clinical care, product orders, payment processing and communication.

Health information is handled in accordance with applicable New Zealand privacy requirements, including the Privacy Act 2020 and Health Information Privacy Code 2020.

Our website and services may involve third-party providers, including Shopify, Timely, payment processors and email communication platforms.

Further information about how personal and health information is collected, stored, used and disclosed is available in our Privacy Policy.

15. Clinical Records and Photographs

Clinical records and treatment photographs may be created where appropriate for patient assessment, treatment planning, clinical documentation and follow-up care.

The collection and use of clinical photographs will be explained as appropriate, and consent will be obtained where required.

Clinical information and photographs are managed in accordance with applicable privacy and health information requirements.

Clinical photographs will not be used for public marketing or promotional purposes without appropriate authorisation.

Please refer to our Privacy Policy for further information.

16. Website Use and Intellectual Property

Original website content, including text, photographs, graphics, branding and other materials created or owned by CosMedic Clinic, is protected by applicable intellectual property laws.

You may access and use the website for personal, lawful purposes.

You must not reproduce, distribute, commercially exploit or modify protected website content without permission, except where permitted by law.

You must not misuse the website, attempt unauthorised access, introduce malicious software or interfere with its operation.

We may restrict access where reasonably necessary to protect website security or prevent unlawful use.

17. Third-Party Websites and Services

Our website may contain links to external websites or services, including booking systems, payment providers and social media platforms.

These third parties may operate under their own terms, conditions and privacy policies.

CosMedic Clinic does not control the content or operation of independent third-party websites.

We encourage users to review relevant third-party terms before using those services.

Nothing in this section excludes any responsibility that CosMedic Clinic has under applicable law.

18. Website Availability and Errors

We aim to maintain an accurate and accessible website but cannot guarantee uninterrupted access or that the website will always be free from technical errors.

We may update, correct or remove website content where reasonably necessary.

Where a genuine error affects an order, booking or payment, we will address the issue fairly and in accordance with applicable consumer law.

19. Consumer Rights and Liability

Products and services supplied by CosMedic Clinic are subject to applicable New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Healthcare services are also subject to applicable professional obligations and patient rights, including the Code of Health and Disability Services Consumers' Rights.

Nothing in these Terms excludes, restricts or modifies any legal right or remedy that cannot lawfully be excluded.

To the extent permitted by law, CosMedic Clinic is not responsible for losses arising solely from circumstances outside its reasonable control or from misuse of website information contrary to the guidance provided.

This provision does not exclude liability for negligence, failure to provide services with reasonable care and skill, or any other liability that cannot lawfully be excluded.

20. Complaints and Concerns

CosMedic Clinic welcomes the opportunity to address concerns relating to treatments, products, appointments or service.

If you have a concern, please contact the clinic directly so the matter can be reviewed.

Patients also have rights under the Code of Health and Disability Services Consumers' Rights and may seek assistance from the Health and Disability Commissioner or an independent health and disability advocate.

Nothing in these Terms restricts a patient's right to make a complaint or seek independent advice.

21. Changes to These Terms

CosMedic Clinic may update these Terms of Service to reflect changes in clinic operations, services, technology or legal requirements.

The current version will be published on our website with its last updated date.

Changes will apply prospectively where appropriate and will not remove rights already accrued or override applicable law.

22. Governing Law

These Terms of Service are governed by the laws of New Zealand.

Any disputes will be addressed in accordance with applicable New Zealand law and the rights and remedies available to consumers and patients.

23. Contact Information

For questions about these Terms of Service, please contact:

CosMedic Clinic
Inside HQ Health
80 Arena Avenue
Invercargill 9810
New Zealand

Email: info@cosmedicclinic.co.nz
Text: 027 387 6393
Website: www.cosmedicclinic.co.nz