Terms of service
IT'S TENILLE SERVICE TERMS AND CONDITIONS
Welcome! Before we dive into great skin and supportive skincare guidance, here are the important terms and conditions for all skincare consultations and services provided by It’s Tenille.
By booking a consultation or using our services, you agree to the following:
1. OUR SERVICES
We offer personalised skincare services and coaching support in person, by video, or via email, text and message. Services include:
- personalised skincare memberships
- 1:1 skin consultation
- personalised skincare program creation
- product recommendations and purchase through our store, and
- ongoing skincare coaching support.
Membership services are also subject to the relevant Membership Agreement and FAQs, which form part of these Terms and Conditions.
2. PRICING
It Starter Membership
$199 (one-off; prepaid) for your 3-month service as outlined in the It Starter Membership Agreement and our FAQs.
It Membership
$749 (one-off; prepaid) for your 12-month service as outlined in the It Membership Agreement (12-month prepaid) and our FAQs, or
$69 per month for your 12-month service as outlined in the It Membership Agreement (12-month subscription) and our FAQs.
Personalised skincare program
You’ll pay $149 for a single service skin consultation and personalised skincare program.
Any products you choose to purchase (at the prices shown on our website at the time of order) and your delivery fee, are additional to your membership or service fee(s).
All prices are in Australian dollars and subject to change. Don’t worry, we’ll always be transparent 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.
Appointments are booked online using our scheduling system. After completing your purchase, you’ll receive an email with a link to book your consultation or service.
Your booking is confirmed once you receive a confirmation email from It’s Tenille Skincare.
For membership clients, your membership period begins on the date of your initial consultation.
If you need assistance with booking, please contact us and we’ll be happy to help.
4. APPOINTMENT RESCHEDULES, CANCELLATIONS AND NO-SHOWS
You may 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 us at tenille@itstenille.com.au and we’ll do our best to assist.
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
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.
We understand that unexpected situations can occur. 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
Our services are intended for clients 18 years and older. If you are under 18, a parent or guardian must help you complete the new client form and make declarations (including consent) on your behalf.
We reserve the right to decline service if we believe the consultation is outside our scope (e.g. unmanaged medical conditions, ongoing dermatological care that requires a specialist).
6. RESULTS AND EXPECTATIONS
Skincare is personal and progress takes time. We’ll do our best to support you with knowledge, evidence-based products and realistic guidance, but we can’t guarantee specific outcomes. Everyone’s skin behaves differently (because you’re wonderfully unique).
This does not affect your rights under Australian Consumer Law.
7. DISCLOSURE OF HEALTH INFORMATION
To provide safe, effective skincare advice, we need accurate information about your skin, health, allergies, medications and lifestyle factors and prior treatments. Please be honest. We’re not here to judge, just to help.
8. LIMITATION OF LIABILITY
We provide our services with due care and skill and in accordance with professional standards. However, individual skin responses vary and results cannot 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
We may occasionally update or improve our services. If your appointment is affected by changes, we’ll notify you as soon as possible and offer alternative options or a refund where appropriate.
10. CONTACT US
Questions, changes to your booking, or skin chat? Email us anytime at tenille@itstenille.com.au
11. GOVERNING LAW
These terms are governed by the laws of South Australia and Australia.
12. PRIVACY
We collect and store personal and health information to provide our services safely and effectively. Your information is handled in accordance with our Privacy Policy, available on our website.
13. RIGHT TO REFUSE OR DISCONTINUE SERVICE
We reserve the right to refuse or discontinue services where:
· the requested service is outside our 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.