Lissome Hong Kong Limited

Cancellation and Sales Policy

These terms define Glow’s policies for sales, cancellations and rescheduling of services where a more specific policy does not exist.

Cancellation, No-show and Late Reschedule

Cancellation or rescheduling of an appointment must occur not less than 24 hours before your appointment time.

Cancellation or rescheduling less than 24 hours in advance of the appointment will result in Glow deducting the appointment’s services from your course or account balance. Where the service is not pre-paid, Glow reserves the right to charge a cancellation/rebooking fee of HK$500. Outstanding cancellation/rebooking fees must be paid on the client’s next visit to Glow.

Repeated rescheduling, cancellation or non-arrival may at Glow’s discretion result in:

  • offered booking days/times being restricted and/or

  • the client being asked to pre-pay for services before a booking is made.

Appointment Availability

Glow does not guarantee that a client’s preferred appointment day, time or member of staff will be available when making a booking.

The unavailability of a specific member of staff or a particular appointment date or time will not constitute a reason for extending the duration of a treatment course or the validity of a pre-purchased service beyond the specified maximum.

Converting from Single Sessions to Courses

Clients who are paying for individual services outside of a course may, at Glow’s sole discretion, transition to a course of treatment.

The client will pay pro-rata for the course based on the number of treatments completed within two months prior to the request to transition to a course.

Transfer or Sharing of Courses and Pre-paid Services

Courses and individual services are not transferrable and may not be shared.

Expiry of Courses and Pre-paid Services

Clients must use pre-paid services, including those forming part of a course, within 12 months of purchase after which any unused sessions expire and are no longer available for use. Glow will not provide refunds for expired services and courses.

Pregnancy and Other Medical Conditions

For a verified pregnancy, or other medical condition, where a service or treatment is not recommended by Glow during pregnancy, clients may defer pre-paid services, including those forming part of a course, for up to 18 months.

Booking Next Session

Clients with a course of treatment are required to book their following session on completion of each session.

Clients must book a date consistent with the treatment protocol.

Waiver Requirement

Where required by Glow, clients must read and sign a waiver before commencing treatment. Waivers may not be altered and must be signed as presented. Where required by Glow, clients must additionally complete and sign a safety questionnaire before each treatment.

Refusing Services

Glow may at their discretion refuse services to a client. Reasons include but are not limited to where

  • the client’s behaviour indicates they may be a danger to themselves or others

  • where the client shows or has advised that they likely fail a contra-indication for treatment

  • where the client is abusive to staff

  • where the client appears to be under the influence of drugs or alcohol

  • where the client requires parental consent, but none is provided

  • where the client arrives too late for the service to be provided

Refusal of service may at Glow’s discretion result in:

  • offered booking days/times being restricted and/or

  • the client being asked to pre-pay for services before a booking is made.

Discounts

Unless otherwise and at Glow’s sole discretion waived, discounts and promotions may not be combined.

Refunds

Pre-paid service, courses and gift cards cannot be cancelled by the client and are non-refundable. Unused pre-paid services may, at Glow’s sole discretion, have their value transferred to store credit for use on other services at Glow.

Products may be returned within seven days of purchase and a credit to the value of the purchase price of the returned product will be applied to the customer's account only. Refunds will not be made to cash or returned to the credit card or other payment type used for the original purchase. The product must be unopened and in a saleable condition to be eligible for an account credit.

Where the product is part of a package of services and products, the product may not be returned.