Terms of service

IT'S TENILLE SERVICE TERMS AND CONDITIONS

By booking a consultation or using my services, you agree to the following.

1. MY SERVICES

I offer personalised skincare services and support in person, by video, or via email, text and message. Services include:

  • Initial consultation and personalised skincare plan
  • Follow-up consultation and personalised skincare plan
  • Email consultation and personalised skincare plan
  • Product recommendations and purchase through my online store, and
  • Ongoing skincare support (for the 3-month lifespan your plan)

Initial consultation + personalised skincare plan
A 45-minute one-on-one consultation, face-to-face in Adelaide or by video call. We'll define your skin goals and review your current routine. You'll receive tailored skincare advice, product recommendations and a personalised skincare plan.

Follow-up consultation + personalised skincare plan
A 20-minute video consultation to review your progress, tweak your routine and address any concerns. Follow-up consultations are available to existing clients and can be booked 3 months after starting your personalised skincare plan.

Email consultation + personalised skincare plan
Complete an online consultation form (including a couple of photos of your skin). I'll create your personalised skincare plan with tailored product recommendations and email it to you within 5 business days of receiving your completed form.

Personalised skincare plans are designed to be used for 3 months.

2. PRICING

  • Initial consultation + personalised skincare plan: $130
  • Follow-up consultation + personalised skincare plan: $60
  • Email consultation + personalised skincare plan: $40

Any products you choose to purchase (at the prices shown on my website at the time of order) and your delivery fee are additional to your service fee.

All prices are in Australian dollars and subject to change. I'll always be clear about pricing before you commit to anything.

3. BOOKING AND PAYMENTS

Payment is required at the time of purchase unless alternative arrangements have been agreed in writing.

For initial and follow-up consultations, appointments are booked online using my scheduling system. Within 24 hours of completing your purchase, you'll receive an email with a link to book your consultation. Your booking is confirmed once you receive a confirmation email from It's Tenille via Calendly.

For email consultations, you'll receive an email with a link to your consultation form within 24-hours of completing your purchase. Your 5 business day turnaround starts once I receive your completed form.

If you need help with booking, get in touch and I'll be happy to help.

4. APPOINTMENT RESCHEDULES, CANCELLATIONS AND NO-SHOWS

This section applies to initial and follow-up consultations.

You can reschedule your appointment using your booking link up to 48 hours before your scheduled appointment.

If you need to make a change within 48 hours, please contact me at tenille@itstenille.com.au and I'll give you a hand.

If you cancel your appointment:

  • 48 hours or more notice: full refund
  • Less than 48 hours' notice: 50% cancellation fee
  • No-shows or missed appointments: non-refundable

Email consultations: You can cancel for a full refund any time before you submit your consultation form. Once I've received your form and started work on your plan, the service fee is non-refundable.

Refunds are processed within 2 business days to your original payment method. Please allow up to 10 business days for funds to appear, depending on your payment provider.

I understand unexpected things happen. Genuine emergencies will be considered on a case-by-case basis.

Any outstanding cancellation or no-show fees must be paid before a new appointment can be booked.

This policy does not affect your rights under Australian Consumer Law.

5. ELIGIBILITY

My services are intended for clients 18 years and older. If you're under 18, a parent or guardian must help you complete the new client or consultation form and make declarations (including consent) on your behalf.

I reserve the right to decline service if I believe the consultation is outside my scope (for example, unmanaged medical conditions or ongoing dermatological care that requires a specialist).

6. RESULTS AND EXPECTATIONS

Skincare is personal and progress takes time. I'll do my best to support you with knowledge, evidence-based products and realistic guidance, but I can't guarantee specific outcomes. Everyone's skin behaves differently.

This does not affect your rights under Australian Consumer Law.

7. DISCLOSURE OF HEALTH INFORMATION

To provide safe, effective skincare advice, I need accurate information about your skin, health, allergies, medications, lifestyle factors and prior treatments. This applies to consultations and consultation forms. Please be honest. I'm not here to judge, just to help.

8. LIMITATION OF LIABILITY

I provide my services with due care and skill and in accordance with professional standards. However, individual skin responses vary and results can't be guaranteed.

To the extent permitted by law, It's Tenille is not responsible for adverse reactions, irritation or outcomes that arise from:

  • incorrect use of products
  • undisclosed medical conditions, allergies or medications
  • failure to follow provided advice or instructions.

This clause does not exclude any rights or remedies available to you under Australian Consumer Law.

9. CHANGES TO SERVICES

I may occasionally update or improve my services. If your appointment or plan is affected by changes, I'll let you know as soon as possible and offer alternative options or a refund where appropriate.

10. CONTACT ME

Questions, changes to your booking or want a skin chat? Email me anytime at tenille@itstenille.com.au.

11. GOVERNING LAW

These terms are governed by the laws of South Australia and Australia.

12. PRIVACY

I collect and store personal and health information (including any photos you provide) to deliver my services safely and effectively. Your information is handled in accordance with my Privacy Policy, available on my website.

13. RIGHT TO REFUSE OR DISCONTINUE SERVICE

I reserve the right to refuse or discontinue services where:

  • the requested service is outside my professional scope
  • required information is incomplete or inaccurate
  • a client is under the care of a medical professional and specialist treatment is more appropriate
  • behaviour is inappropriate, unsafe or unreasonable.