Lovoir Beauty – Terms & Conditions

1. Buyers

Products may be purchased through Our website by completing the online checkout process.

To purchase products, You must be at least 18 years of age.

By placing an order, You confirm that:

• You are at least 18 years old;
• All information You provide is accurate, complete and current; and
• You are acting in good faith and in accordance with all applicable laws.

We reserve the right to refuse or cancel any order where We reasonably believe these Terms have been breached or where fraudulent or unlawful activity is suspected. Where payment has already been processed, an appropriate refund will be provided where required by law.

2. Orders of Products

We want You to be delighted with Your purchase.

Unused products may be returned within 30 days of receipt, provided they remain unopened, unused, undamaged and in their original packaging. Returns are subject to Our Returns Policy.

As Our skincare products are professional cosmedical-grade formulations, Our Therapists will provide guidance on their correct use. Refunds will not be provided where products have been used contrary to professional advice.

For hygiene and safety reasons, opened, used or tampered skincare, cosmetic, brow, lash or personal care products cannot be returned unless required under the Consumer Guarantees Act 1993 or other applicable legislation.

3. Special Offers

We may offer promotions or special offers from time to time.

Unless otherwise stated, We reserve the right to amend, suspend or withdraw any promotion without prior notice. Any promotion withdrawn will still apply to purchases completed in good faith before its withdrawal.

4. Prices

All prices are in New Zealand Dollars (NZD) and include GST unless otherwise stated.

Delivery charges, customs duties and taxes may apply where relevant.

Prices are subject to change without notice.

5. Payment

Full payment for retail products is required at the time of purchase.

Full payment for Services is due on the day of Your appointment before leaving the clinic.

We accept EFTPOS, Visa, Mastercard and American Express.

Cash and cheques are not accepted.

6. Card Storage & Payment Authorisation

When booking with Us, You may be asked to provide payment card details for secure storage within Zenoti, Our booking and payment platform.

Zenoti is PCI-DSS compliant and uses industry-standard encryption to protect Your payment information.

By providing Your card details, You authorise Us to:

• Securely retain Your payment card details;
• Secure appointments and group bookings; and
• Process cancellation fees and other authorised charges in accordance with these Terms.

Our staff cannot access Your stored card details.

If We are unable to successfully process an authorised payment (including where a payment is declined or reversed), We may issue an invoice for the outstanding amount in accordance with Section 9 of these Terms.

7. Group Bookings

For the purposes of these Terms, a group booking is any booking for two or more people, whether booked under one or multiple names, for the same or different treatments, and whether booked together or separately as part of the same group.

Valid payment card details must be held on file for all group bookings.

For larger group bookings, We may require a deposit at Our discretion.

Group bookings require a minimum of 48 hours’ notice to cancel or reschedule.

Where a group booking, or any appointment forming part of that booking, is cancelled or rescheduled with less than 48 hours’ notice, or where any member of the group fails to attend their appointment, We reserve the right to charge 50% of the full treatment value of the affected appointment(s) to the stored payment card or retain the equivalent amount from any prepaid credit or deposit.

8. Refund & Cancellation Policy

For individual appointments, We require a minimum of 24 hours’ notice to cancel or reschedule.

Bookings for two or more people are considered group bookings and require 48 hours’ notice.

Appointments cancelled within the required notice period will not incur a cancellation fee.

Where insufficient notice is provided, or You fail to attend Your appointment, We reserve the right to charge 50% of the full treatment value to Your stored payment card or retain the equivalent amount from any prepaid credit or deposit.

Deposits, prepaid treatments and treatment packages remain subject to this policy.

Appointment reminder emails and SMS messages are sent as a courtesy only. Failure to receive a reminder does not waive Your responsibility to attend Your appointment or comply with Our cancellation policy.

Refunds will be provided where required by the Consumer Guarantees Act 1993, Fair Trading Act 1986 or any other applicable legislation.

9. Outstanding Accounts

Any outstanding amount owing to Us, including but not limited to unpaid services, late cancellation fees, no-show fees, declined card payments or any other charges payable under these Terms, is due immediately upon receipt of an invoice unless otherwise agreed by Us in writing.

Invoices may be issued by email and/or SMS (text message) using the contact details You have provided. It is Your responsibility to ensure Your contact details remain current.

If an outstanding invoice remains unpaid 7 days after the invoice is issued, We reserve the right to take further action to recover the debt. This may include referring the debt to a debt collection agency, commencing legal proceedings and recovering any reasonable costs incurred by Us in collecting the outstanding amount, to the extent permitted by New Zealand law.

We also reserve the right to decline future bookings or require full prepayment for future appointments until all outstanding amounts have been paid in full.

10. Service Satisfaction & Concerns

We are committed to providing exceptional treatments and customer service.

If You are dissatisfied with any treatment or service, You must notify the clinic where the treatment was performed within 48 hours of Your appointment.

Prompt notification allows Us to properly assess the concern while it is current and, where appropriate, offer a suitable remedy, which may include a review appointment, corrective treatment or another reasonable resolution.

If We are not notified within 48 hours, Our ability to properly assess the concern and provide an appropriate remedy may be significantly limited due to factors outside Our control, including natural healing, aftercare, environmental factors or treatments received elsewhere.

Any corrective treatment offered by Us must be performed by Lovoir. We are not responsible for any costs incurred where You seek corrective treatment from another provider without first giving Us a reasonable opportunity to assess and, where appropriate, rectify the concern.

Nothing in this clause limits or excludes Your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable legislation.

11. Gift Vouchers

Gift vouchers are valid for three (3) years from the date of purchase.

Gift vouchers may be redeemed for the treatment specified or for the original dollar value paid at the time of purchase.

If treatment pricing changes, or a treatment becomes unavailable or is discontinued, the original purchase value may be applied towards any treatment, service or product offered by Lovoir.

Gift vouchers cannot be exchanged for cash and are non-refundable except where required by law.

Lost, stolen or damaged gift vouchers may not be replaced.

12. Prepaid Treatments & Packages

Prepaid treatments remain valid for 12 months from the date of purchase, with a one-month grace period.

Treatments are non-transferable unless otherwise agreed.

In exceptional circumstances, including supported medical reasons, We may suspend validity for up to 12 months at Our discretion.

13. Memberships

Memberships are governed by their individual Membership Agreement together with these Terms.

Membership benefits are personal and non-transferable unless otherwise agreed.

Where any inconsistency exists between these Terms and a Membership Agreement, the Membership Agreement will prevail.

14. Booking Policy

By booking an appointment, You agree to:

• Arrive approximately 10 minutes before Your appointment;
• Complete all consultation and consent forms before treatment;
• Provide complete, accurate and up-to-date medical and personal information;
• Inform Us before every appointment of any changes to medications, pregnancy status, allergies or health conditions; and
• Follow all recommended aftercare instructions.

Late arrivals may result in treatment time being shortened, modified or cancelled where necessary to avoid delaying subsequent appointments. Full treatment charges may still apply.

Consultations, patch tests or medical clearances may be required before certain treatments including laser, IPL, advanced skin treatments or other clinically indicated procedures.

Cancellation requests sent via Facebook, Instagram or any other social media platform are not accepted.

15. Treatment Suitability

We reserve the right to refuse, postpone, discontinue or modify any treatment where We reasonably believe treatment would be unsafe, unsuitable or not in Your best interests.

Where consultation time has been provided or appointment time reserved, applicable charges may still apply.

16. Treatment Results

Treatment outcomes vary between individuals.

Results depend upon many factors including skin condition, age, health, medications, genetics, home care, aftercare compliance and individual biological response.

Accordingly, We do not guarantee any specific treatment outcome.

17. Children

For the comfort, relaxation and safety of all guests, children who are not receiving a treatment should not accompany You unless prior arrangements have been approved by Us.

18. Photography

Clinical photographs may be taken as part of Your consultation and treatment records.

Photographs will never be used for advertising, marketing or social media without Your separate written consent.

19. Code of Conduct

We are committed to maintaining a respectful, safe and welcoming environment for both guests and staff.

We reserve the right to refuse or immediately terminate treatment where a guest behaves in an abusive, threatening, aggressive, discriminatory, intoxicated or otherwise inappropriate manner.

Applicable appointment charges may still apply.

Last-minute childcare changes, work roster changes or forgetfulness are not grounds for waiving cancellation fees.

20. Personal Belongings

Personal belongings remain Your responsibility at all times.

Except where required by law, We accept no responsibility for loss, theft or damage to personal property.

21. Force Majeure

We are not liable for delays, cancellations or failure to provide Services due to circumstances beyond Our reasonable control, including natural disasters, pandemics, government restrictions, utility failures, supplier shortages or staff illness.

22. Intellectual Property

All trademarks, logos, photographs, graphics, text and other content displayed on Our website remain Our property or are used under licence.

No material may be copied, reproduced or distributed without Our prior written permission.

23. Warranties & Liability

To the fullest extent permitted by law, We exclude all implied warranties and are not liable for indirect, consequential or special loss.

Nothing in these Terms excludes or limits any rights You have under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or any other applicable legislation.

24. Your Indemnity

You agree to indemnify and hold Us harmless against claims, losses, liabilities and expenses arising from Your breach of these Terms or misuse of Our Services.

25. Pricing Policy

We reserve the right to amend product and treatment pricing at any time without prior notice.

26. Right to Terminate

We reserve the right to refuse future bookings or terminate access to Our Services where these Terms have been breached or where a guest’s behaviour is considered unacceptable.

Refunds will not be provided for Services already rendered unless required by law.

27. Dispute Resolution

If You have any concerns regarding a treatment or service, We encourage You to contact the relevant clinic within 48 hours, as outlined in the Service Satisfaction & Concerns section, so that We have the best opportunity to investigate and resolve the matter promptly.

If the matter remains unresolved, please email admin@lovoirbeauty.com.

Both parties agree to attempt to resolve disputes through good faith negotiation or mediation before commencing legal proceedings where appropriate.

28. Applicable Law

These Terms are governed by the laws of New Zealand.

The parties submit to the exclusive jurisdiction of the New Zealand courts.

29. Contact Us