Terms of Service & Policy

1. Late Cancellation – New clients

If you schedule any treatment session, then any cancellation of appointment within less than 24 hours of the appointment, or if you don’t show up, or if you show up but choose not to have your treatment, then you will be subject to a 50% cancellation charge for the treatment session you had booked.

2. Late Cancellation – Returning clients

You will be able to cancel/reschedule without charge until 24 hours before your appointment.

Any appointment cancellation or rescheduling made less than 24 hours before the scheduled appointment will result in a cancellation fee of 50% of your scheduled appointment fee.

To reiterate, we are not doing this to punish clients who need to reschedule, but to ensure our valued clients understand and respect that late cancellations mean we can have staff being paid to do nothing, and fewer clients are able to be treated that day.

3. Late Arrival for Appointment

It is the responsibility of our clients to attend at their scheduled appointment time, as it is our responsibility to have our staff ready to treat you at that time. We recommend that our clients arrive at our Clinic 5 minutes before a scheduled appointment to ensure their treatment booking can be fully delivered.

The fee for service delivery commences from the scheduled appointment start time. In circumstances where clients do not arrive until sometime after the start time, they will be charged the full fee for their appointed time but will only be able to receive treatment for the remaining time available. At our discretion, and where we have an available staff who does not have an immediate follow-on client (which doesn’t occur often – we tend to be fully booked), we may be able to provide some catch-up treatment time, at no extra charge.

Please note: In the case of child clients (under 18 years of age) both the child and their parent/guardian must be present at the beginning of the scheduled appointment for it to go ahead on time. For child safety reasons we do not permit children to be in treatment without their parent or guardian always present.

4. Client fails to attend an appointment – No-Show

Where clients have not canceled their scheduled appointment but fail to attend their appointment at all during the allocated booking time, in these circumstances they will incur a fee obligation equal to 50% of the fee they would have been charged for their scheduled treatment.

Should this occur on two occasions, clients will be required to pre-pay in full for any subsequent treatment appointments.

5. Payment of late cancellation, no-show, or late arrival fees

By making a treatment appointment with Pinsia you are agreeing to our terms and conditions outlined herein. Customers who incurred cancellations or no-shows will be required 50% fee at the beginning of the next treatment session. Any late arrivals will be required to pay for the full booking time at the completion of their treatment session.

Where a client has prepaid for a treatment package, their treatment package fee will be unchanged, but this will mean they have forfeited treatment time equivalent to the cost amount of their late cancellation or no-show fee. In such cases, additional paid treatment time may be necessary to fully complete the treatment they had planned to receive

6. Refund Policy

We will always endeavor to assist with rescheduling client appointments, per the terms stated elsewhere in this policy. Please note that we don’t refund for change of mind. However, we may use our discretion if we believe the treatments can no longer be provided to you, because of previously unforeseen circumstances.

Any refund requests for treatment packages already purchased by you, but not yet received, must be made in writing by mail or electronic email.

Pinsia management will consider all such written requests in a timely way and advise you about the cooling-off civil rule based on the Specified Commercial Transactions Law in Japan.

7. Appointment reminder system

Each client’s appointment booking is confirmed by us at the time of scheduling appointments. It is the responsibility of clients to attend their scheduled appointments at the scheduled date and time.

As a courtesy to assist our clients, Pinsia may use an automated third-party appointment reminder service in the future. However, you must not rely on these courtesy reminders as we cannot guarantee delivery of notifications to customers’ mobile phones or emails by this third party will always occur in a timely manner. Please note that any failure to receive a courtesy reminder message is not a valid reason for late cancellation or failure to attend any scheduled appointment on time.

   8. Packages Terms and Conditions

• All Pinsia Packages are prepaid and appointments are pre-booked prior to the commencement.
• Packages may be purchased in person.
• Pinsia Packages can only be redeemed at Pinsia.
• Packages are valid for 18 months from the date of purchase.

    9. Regarding changes, additions, and termination of services

Our salon may change, add, or terminate all or part of the service content without prior notice.