Appointment, Cancellation, Rescheduling, and Refund Policy

This policy (“Policy”) is entered into between Elixir1 (“Elixir1”, “we”, “our”, or “the Clinic”) and the undersigned client (“Client”, “you”, or “your”). This Policy applies to all appointments, consultations, treatments, services, prepaid packages, memberships, retail products, and gift card purchases made through Elixir1.

This Policy is intended to establish clear expectations regarding appointment scheduling, cancellations, rescheduling requests, payments, refunds, retail purchases, and clinic policies in accordance with applicable Ontario and Canadian laws. By booking an appointment, purchasing products or services, or receiving treatment at Elixir1, you acknowledge that you have read, understood, and voluntarily agree to the terms outlined below.

1. Appointments and Booking

To ensure proper scheduling, preparation, and allocation of treatment time, Elixir1 requires all appointments to be booked and secured in advance. Clients are encouraged to arrive at least ten (10) minutes prior to their scheduled appointment time to allow sufficient time for check-in, consultation updates, consent review, and treatment preparation.

To secure an appointment, the following are required:

• A valid credit card on file;
• A non-refundable $50 deposit for applicable appointments and services.

Deposits collected will be applied toward the total cost of services rendered during the scheduled appointment unless otherwise stated in this Policy. Elixir1 reserves the right to refuse, cancel, or reschedule appointments at its discretion where necessary, including but not limited to repeated late arrivals, repeated cancellations, inappropriate conduct, or non-compliance with clinic policies.

VISIA Consultation and Skin Analysis Deposit

A non-refundable $50 deposit is required to reserve all VISIA Consultation and Skin Analysis appointments. The VISIA Consultation and Skin Analysis deposit:

• May be applied toward eligible skincare services booked and completed within thirty (30) days of the consultation date;
• Cannot be applied toward retail skincare products or product purchases;
• Has no cash value;
• Is non-refundable and non-transferable;
• Will be forfeited if the consultation appointment is cancelled with less than twenty-four (24) hours’ notice or in the event of a no-show.

If an eligible treatment or service is not booked and completed within thirty (30) days, the deposit shall expire and remain non-refundable. Elixir1 reserves the right to determine which services qualify for deposit application eligibility.

2. Payment Policy

Full payment is due at the time services are rendered unless otherwise agreed to in writing by Elixir1. Accepted methods of payment include cash, debit, and credit card. Failure to provide payment in full may result in refusal of future services or appointments.

3. Cancellation and Rescheduling Policy

Elixir1 requires a minimum of twenty-four (24) hours’ notice for cancellation or rescheduling of any appointment or service. Clients who cancel or request to reschedule with less than twenty-four (24) hours’ notice may:

• Forfeit their appointment deposit;
• Be subject to cancellation fees;
• Be required to provide an additional deposit or prepayment before future appointments may be booked.

Clients who fail to attend a scheduled appointment without notice (“no-show”) may also lose their deposit and may have future booking privileges restricted or suspended at Elixir1’s discretion.

Appointment reminders provided by Elixir1 by telephone, email, text message, or electronic booking systems are courtesy reminders only. Failure to receive a reminder does not relieve the Client of responsibility for attending scheduled appointments or complying with this Policy.

4. Late Arrivals

Clients arriving late within fifteen (15) minutes of their scheduled appointment time may receive a shortened treatment session in order to avoid delays impacting subsequent appointments. Elixir1 will accommodate late arrivals where reasonably possible; however, treatment modifications may be necessary depending on the remaining appointment time.

Clients arriving more than fifteen (15) minutes late may be unable to safely or effectively complete the scheduled treatment. In such cases, Elixir1 reserves the right to reschedule the appointment and apply the cancellation and rescheduling policy outlined above.

5. Services, Packages, and Memberships

All sales of services, treatment packages, prepaid sessions, memberships, and promotional services are final. No refunds shall be issued for:

• Completed services or treatments;
• Prepaid services or packages;
• Membership fees;
• Promotional or discounted services;
• Partially used packages or sessions.

Treatment outcomes vary between individuals based on factors including skin type, medical history, lifestyle, product usage, and adherence to aftercare instructions. As such, Elixir1 does not guarantee specific cosmetic or skincare results.

Unused service balances or package credits may, in limited circumstances and solely at Elixir1’s discretion, be converted into clinic credit where permitted by applicable law. Prepaid services, packages, and memberships are non-transferable unless otherwise approved by Elixir1 in writing.

6. Retail Product Purchases and Returns

Retail products purchased from Elixir1 may be eligible for return under the following conditions:

• The return request is made within fourteen (14) days of purchase;
• The product is unopened, unused, sealed where applicable, and in original packaging;
• Valid proof of purchase is provided.

For hygiene, safety, and product integrity reasons, opened or used products are not eligible for return or exchange unless otherwise required under Ontario consumer protection laws. Store credit or refunds may be issued in select cases at Elixir1’s sole discretion.

7. Gift Card Policy

Gift cards purchased from Elixir1 are subject to the following terms:

• Gift cards are non-refundable;
• Gift cards are non-transferable;
• Gift cards cannot be redeemed for cash except where required by law;
• Expiry dates, where applicable, will be disclosed at the time of purchase and administered in accordance with applicable Ontario laws;
• Lost, stolen, damaged, or unauthorized gift cards cannot be replaced.

Elixir1 reserves the right to refuse redemption where fraud, misuse, or unauthorized activity is suspected.

8. Refunds, Store Credits, and Chargebacks

Elixir1 reserves the right to deny refund requests that do not comply with this Policy. Where approved, refunds or store credits shall be processed using the original method of payment where reasonably possible and legally permitted.

Clients agree not to initiate unwarranted chargebacks or payment disputes relating to services rendered, deposits, completed treatments, prepaid services, or products purchased in accordance with this Policy. In the event of a chargeback, dispute, complaint, or legal proceeding, Elixir1 reserves the right to provide appointment records, signed agreements, consent forms, communication history, photographs where consented to, and payment documentation as evidence supporting the transaction and services provided.

Nothing in this Policy limits any rights or remedies available to Elixir1 under Ontario or Canadian law.

9. Policy Changes

Elixir1 reserves the right to amend, modify, or update this Policy at any time without prior notice, subject to applicable laws and regulations. The most current version of this Policy shall apply to all appointments, services, and purchases.

10. Governing Law

This Policy shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the applicable federal laws of Canada. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of Ontario.

Client Acknowledgment

By booking an appointment, purchasing products or services, or signing below, I confirm that:

• I have read and understood this Policy in full;
• I understand the cancellation, refund, rescheduling, and payment terms outlined above;
• I acknowledge that deposits, services, packages, and gift cards may be non-refundable;
• I voluntarily agree to comply with all Elixir1 clinic policies and procedures.