POLICIES AND ETIQUETTE

FRONT DESK POLICY

We kindly ask you to keep your voice at a respectful volume while on the premises. We request that all cell phones and electronic devices be turned off or set to silent mode before entering the premisis. We recognize the importance of family time; however, to maintain the environment, we kindly request that all children under the age of 17 be accompanied and supervised by an adult at all times.

NEW PATIENTS

Prior to your first appointment, we request all new patients to complete the MyPatientNOW registration portal. This secure platform allows you to provide us with your essential information, medical history, and other relevant details. This step is crucial in helping us tailor your care to your individual needs.

ELECTRONIC TREATMENT CONSENTS

All expired or new treatment consents pertaining to your treatment must be completed electronically prior to arriving for their appointment. All consents assigned can be accessed by downloading the myTouchMD app or accessing https://patient.touchmd.com.

SCHEDULING FEE

To ensure your desired appointment, a credit card will be required at the time of booking. For surgical, a non-refundable fee of $100 will be charged at the time of booking. This fee may be applied towards the cost of the surgery should you choose to proceed with the procedure. For weight loss or Biote consultations, a non-refundable fee of $150 will be charged at the time of booking. If you proceed with the treatment, $75 will be applied towards the cost of the treatment. If you need to cancel or reschedule your appointment, we kindly request a minimum of 24-hour notice. If you miss your appointment or fail to provide the required notice, the scheduling fee will become non-refundable and will be applied to the cancellation fee.

PAYMENT

Payment for all individual treatments is due at the time of the treatment. We accept multiple forms of payment, including cash, Visa, MasterCard, Discover, and American Express. Unfortunately, we do not accept checks. For package deals, the full payment is required at the time of the first treatment. This policy helps streamline your experience and ensures you receive the full benefits of the package without interruption.

FINANCING OPTIONS

We are pleased to offer financing options through Cherry and CareCredit Financing.

These options provide flexibility for full-priced services. If you're interested in exploring financing opportunities, please visit our website at https://www.silmedspa.com or contact us at 925-579-2510.

RESCHEDULING/ CANCELLATION NOTICE

If you need to reschedule or cancel your appointment, kindly notify us by phone or email at least 24 hours in advance of your scheduled time. This allows us to adjust our schedule accordingly and accommodate other patients. Rescheduling or canceling appointments with less than 24 hours' notice are subject to a $50 fee. This fee will be charged before your next treatment and helps cover administrative and operational costs. Please be aware that no further appointments will be scheduled until any outstanding balance is paid in full. This ensures that we can continue providing our services efficiently to all our patients.

LATE ARRIVALS

Patients who arrive more than 10 minutes late for their scheduled appointment may experience a shortened treatment session. In some cases, if there isn't sufficient time to complete the procedure adequately, we may need to reschedule your appointment. Our commitment is to provide you with the best possible care and attention during your visit.

Rescheduling an appointment due to a late arrival ensures that you receive the full benefits of the treatment and allows us to deliver the quality service you deserve. By adhering to our Late Arrivals Policy, we maintain fairness and consideration for all our valued patients.

PREPAID PACKAGE DEALS

For patients who have prepaid for package deals and subsequently become no-shows or have late cancellations (with less than the required notice), the following steps will be taken:

The cancellation fee will be automatically deducted from the package balance.To continue your treatment, you will need to pay the remaining balance of the package.

REFUND AND CREDITS

We have designed a Refund and Credit Policy that ensures your investment continues to benefit you, even in situations where a refund might not be feasible.

  1. Products: If you experience a documented allergic reaction to a product you purchased from us, you may return the product within 7 days from the date of purchase. We understand that allergic reactions can be unexpected. You will be provided with in-store credit, which you can use for future purchases. In the rare event that you receive a defective product, you may exchange it within 7 days from the date of purchase for the same product only.

  1. Prescription Products: As per federal law and industry regulations, we are unable to offer refunds or exchanges on prescription products for any reason. Please ensure that you discuss any concerns or potential side effects with your healthcare provider before purchasing prescription products.

  1. Services Rendered: Once services have been rendered by Silhouette, we do not offer refunds for completed work. We stand behind the quality of our services and are confident in delivering value to our clients.

  1. Credits for Unutilized Services: Instead of providing refunds, we offer clients the option to receive credits equivalent to the value of the remaining services withinthe purchased package. These credits can be utilized for future services provided by Silhouette Aesthetics.

  1. Credit Redemption: Clients who opt for credits will have the opportunity to apply those credits towards any future services offered by Silhouette. This allows youto maximize the value of your investment and continue to benefit from our expertise.

  1. Credit Expiry: Credits provided in lieu of refunds do not have an expiration date.We want to ensure that you have ample time to utilize these credits effectively, giving you the flexibility to choose services that align with your evolving needs.

  1. Credit Transfer: Should you wish to transfer your credits to another individual orentity, please reach out to management. We'll be happy to assist you with the necessary arrangements.

  1. Exceptions: In cases of exceptional circumstances, such as technical issues orservice disruptions on our end that prevent the delivery of the remaining services, we will review and address the situation on a case-by-case basis.

  1. Provider Departure: We do not offer refunds solely due to a provider's departure. This policy is in place to ensure that you receive uninterrupted care from ourteam of capable professionals. If you have any concerns or specific requests regarding the transition to a new provider, we will accommodate your needs to the best of our ability.

  1. Refund Exception: Refunds will only be considered if we are unable to provide theservices due to reasons beyond our control. This will be assessed on a case-by-case basis.

  1. Policy Changes: Our refund and credit policy may be updated from time to time.Any changes will be communicated to clients in advance.

TREATMENT EXPIRATION

Weight loss injection packages are valid for use within 3 months from the date of purchase. We encourage you to utilize these packages within the specified timeframe to maximize the benefits they offer. For all other service packages and pre-paid treatments (excluding Laser Hair Removal), we require them to be used within 6 months from the date of purchase. This policy ensures that you have ample time to experience the treatments and services you've selected. Laser Hair Removal packages have an extended validity period. These packages must be used within 18 months from the date of purchase. This duration allows you flexibility in scheduling and ensuring that you benefit from the full course of treatments.

TREATMENT OUTCOMES

Treatment, especially in the realm of aesthetics and wellness, is a complex and multifaceted process. It's important to recognize that while we employ evidence-based practices, treatments are not always predictable or guaranteed to yield specific outcomes due to the uniqueness of each individual's circumstances.

REALISTIC EXPECTATIONS

While we strive for the best possible outcomes, we want to set realistic expectations. The human body's response to treatments can vary widely, and factors beyond our control can influence results. Our team of experts is dedicated to providing you with accurate information about potential outcomes and any associated risks.

BEYOND GUARANTEED OUTCOMES

While we cannot guarantee specific outcomes due to the nature of treatments, we do guarantee our commitment to providing you with exceptional care, professionalism, and dedication. Our team is here to support you throughout your treatment journey, and we will work to help you achieve your goals.

Silhouette Aesthetics

101 E. Vineyard Ave, Suite 103

Livermore, CA 94550

Phone: (925) 579-2510