Clinic Policies
Last updated: October 2026
These policies keep things clear and fair for everyone. Please read them before you book. Booking an appointment means you agree to them.
Consultations
New clients need a consultation before any advanced skin or laser treatment. This is a dedicated appointment to talk about your skin, check that treatment is safe and suitable for you, and plan your next steps. No treatment is done at the consultation. Consultations can be in person or virtual.
Consultations are $50, paid when you book. If you go ahead with treatment, this also covers the post-care products for your first treatment.
Fire & Ice Facials, skincare chats and returning client check-ins can be booked online without a consultation. Advanced treatments are booked directly with Caroline after your consultation.
Payment when booking
Consultations ($50) and Fire & Ice Facials (full price) are paid when you book. For other treatments booked directly with Caroline, you pay on the day.
Rescheduling and cancellations
We understand that plans change. Please give us as much notice as you can, so we can offer your time to someone else.
With at least 48 hours’ notice, you can reschedule your appointment, or we’ll refund anything you’ve paid in advance.
With less than 48 hours’ notice, or if you miss your appointment, any advance payment is non-refundable.
If you’re unwell
Please don’t come in if you’re sick, even at the last minute. Just let us know before your appointment and we’ll reschedule you at no cost. Your payment will be carried over to your new time.
Passing your appointment to someone else
You can transfer your treatment appointment to someone else if they’re an existing Lucēre client, or if they complete a consultation before the appointment. Every treatment needs an assessment first, for their safety.
Your suitability for treatment
Your safety comes first. We may postpone, change or decline a treatment if we believe it isn’t safe or right for you. This could be because of your medical history, medications, recent sun exposure, how your skin looks on the day, or results we can’t realistically deliver. The final decision rests with your clinician.
If we decline to treat you, we’ll explain why and refund any advance payment for that treatment.
Clients under 18
Clients under 18 need a parent or guardian to attend their consultation and give written consent. The final decision about treatment rests with your clinician.
Children at the clinic
Our clinic isn’t set up for children, so we’d prefer you didn’t bring them to your appointment. If you can’t avoid it, please bring another adult to look after any children aged 12 or under.
For their safety, children can’t come into the treatment room and can’t be left alone anywhere in the clinic. You’re responsible for any child you bring with you. Thank you for understanding.
Payment plans
We offer in-house payment plans for selected treatments, such as laser hair removal. Each plan comes with a written agreement setting out the price and payment schedule. In summary:
Each treatment must be paid for in full before it goes ahead. If a payment is missed, your next appointment moves until your plan is up to date.
If you stop your plan, payments already made aren’t refunded as cash. Instead, they’re held as credit toward future treatments or products. Your credit doesn’t expire.
If you can’t continue for a medical reason, or we decide a treatment isn’t suitable for you, talk to us and we’ll agree a fair outcome, which may include a refund.
Products
For shipping, returns and faulty items, please see our Shipping & Returns page.
Information on our website
The information on our website is general. It isn’t medical advice and isn’t a substitute for advice from your doctor. If you have a medical concern, please see your GP, and seek urgent care if you need it. Treatment results vary from person to person.
Complaints
We take pride in our care. If something isn’t right, please email shine@lucere.co.nz. We’ll acknowledge your complaint within one week and work with you to resolve it.
Your consumer rights
Nothing in these policies limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Changes to these policies
We may update these policies from time to time. Any changes will be posted on this page.