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Terms and Conditions

The Lab Clinic
Website: www.thelabnz.com

Thank you for choosing The Lab Clinic. To ensure clarity and mutual understanding, the following terms and conditions apply to all treatments, consultations, and appointments. By booking with us, you agree to the terms outlined below.

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1. Definitions

• “The Lab Clinic,” “we,” “our,” or “us” refers to the company and its authorised staff delivering services.

• “Client” or “you” refers to the individual receiving services or making a booking.

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2. Appointments, Cancellations & Rescheduling

2.1 When making a booking, clients must provide their full legal name, a valid phone number and a valid email address. We may contact you to verify your identity or confirm your appointment. If the information provided is incomplete, inaccurate or cannot be verified, or if we are unable to contact you using the details provided, The Lab Clinic reserves the right to place the booking on hold or cancel the appointment.
2.2 To cancel or reschedule your appointment, please contact us at info@thelabnz.com. We kindly require at least 48 hours’ notice.

2.3 Cancellation and rescheduling fees:

• 24–48 hours’ notice: 50% of the applicable service fee
• Less than 24 hours’ notice or failure to attend: 100% of the applicable service fee

2.4 One reschedule is permitted per appointment where at least 48 hours’ notice is provided. Rescheduling within 48 hours will be treated as a late cancellation and the applicable fee will apply.

2.5 Where a cancellation or no-show fee is payable, an invoice may be issued and payment will be due within 7 working days.

2.6 We understand that unexpected circumstances can occur. If you would like us to consider exceptional circumstances, please contact us as soon as possible at info@thelabnz.com. Any waiver or reduction of cancellation or no-show fees will be considered at The Lab Clinic’s discretion.
2.7 Late arrival may result in a shortened treatment time or, where there is insufficient time to safely provide the treatment, the appointment may need to be rescheduled.

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3. Payments & Packages

3.1 All treatment prices are listed on our website and may be updated without notice.

3.2 A non-refundable deposit may be required to secure your booking. Deposits are not redeemable for cash and will be forfeited for late cancellations or no-shows.

3.3 Treatment fees are generally non-refundable once a treatment has been provided, except where a refund or other remedy is required by law.

3.4 Packages must be paid in full prior to the first session and used within 1 year of purchase. Packages are non-refundable and non-transferable.

3.5 A 3.5% surcharge applies to credit card and contactless payments, including PayWave.

3.6 Member Pricing
Member pricing is available only to clients with an active eligible membership at the time of their appointment. If a Member price is selected by a client who is not eligible for that rate, the applicable Non-Member price will apply. Membership status may be verified prior to or at the time of the appointment.

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4. Treatment Conditions

4.1 Some treatments may be accompanied by additional information or disclaimers from product manufacturers. It is your responsibility to review and understand these before proceeding.

4.2 You must inform us of any relevant medical conditions, allergies, medications, previous treatments, or other information that may affect your treatment. Failure to disclose relevant information may affect your suitability for treatment and increase the risk of adverse reactions.

4.3 Results vary between individuals. We do not guarantee specific outcomes from any treatment or product used.
4.4 Certain treatments require a consultation and/or written informed consent before treatment. We reserve the right to decline or postpone treatment where our clinical team considers it unsafe or inappropriate to proceed.

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5. CCTV and Clinic Surveillance

5.1 CCTV operates in designated areas of the clinic, including treatment rooms, for safety, security and quality assurance purposes. 

5.2 Recordings are securely stored and may be reviewed where reasonably necessary for safety, security, quality assurance, clinical verification or dispute resolution. Access is restricted to authorised personnel.

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6. Photography & Marketing Consent

6.1 Clinical photographs may be taken where reasonably required for consultation, treatment planning, documentation, or monitoring of treatment outcomes.

6.2 Photographs or videos will not be used for marketing or promotional purposes without your separate consent.

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7. Privacy

7.1 We may collect personal and health information, including your full legal name, date of birth, contact details, NHI number (where available), medical history, medications, allergies and other information relevant to your care.

7.2 This information may be used for patient identification, appointment management, assessing treatment suitability, providing clinical care, maintaining clinical records and other purposes reasonably connected with your care.
7.3 Where reasonably necessary for your care, authorised clinical staff may access or obtain relevant health information from appropriate health information systems or other healthcare providers, in accordance with applicable privacy and health information laws.
7.4 Your health information will be stored securely and accessed only by authorised personnel. We will only use or disclose your information as permitted by law.

7.5 You have the right to access or request corrections to your personal information held by us.

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For more details, please see our full Privacy Policy.

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8. Complaints

8.1 If you are dissatisfied with your service, please contact us within 48 hours of your appointment.

8.2 We may ask to see you in person or request clear, date-stamped photos in order to assess your concern properly.

8.3 All complaints are handled seriously and in accordance with professional and legal standards.