Clinic Etiquette

At Nuovo Skin and Health we have some procedures and policies in place. Please read carefully and feel free to ask us if you have any questions. 

Bookings and Deposits

Appointments can be made in a number of ways:

  • Online – Book any of our services via our bookings button
  • By Telephone – We’re always happy to take your call. Simply phone 03 8457 1977
  • The Nuovo App – This is Coming Soon

All bookings require a $50 deposit to be paid. Deposits are held on file as either a rolling credit for future appointments or can be used towards the cost of your treatments **A new deposit will need to be made for future deposits of the original deposit is used towards the treatment cost.

Deposits can be paid in person, over the phone or via a secure payment link which can be emailed to you.

**Please note that deposits are non refundable; however can be used towards the cost of services or products or transferred to a friend or family member. Any potential refund is at the discretion of management. 

If you are unable to pay a deposit, unfortunately, we are unable to book you in. 

Notice periods and Cancellations

Nuovo Skin and Health has a strict 48 hours cancellation policy to allow us time to reallocate your appointment. If you fail to give 48 hours notice or No Show to your appointment, we reserve the right to charge a cancellation fee of $50.

72hrs before your appointment, you will receive an SMS reminder asking you to confirm. This allows you a whole 24 hours to either confirm, reschedule or cancel your appointment.

We recognise that due to unforeseen circumstances you may have to give short notice; in this case, we may waive the cancellation fee. This is at our discretion and only includes severe circumstances.

The day before your appointment, you will have received a link from us asking you to fill out our Consultation Card. You must complete these forms prior to coming into your appointment, and failure to do so may result in your appointment being cancelled and loss of your deposit.

If you need to make any changes or cancel your appointment, please call the clinic on 03 8457 1977 or email [email protected].

Arriving late to your appointment

We understand that sometimes things happen, and you might be running late. If you are more than 10mins late, we may not be able to provide you with a full service. We believe that every client is unique and deserves our full attention; because of this, we don’t like to rush our appointments. If we are not able to accommodate you, we will need to rebook your appointment, and you may incur a fee of $50.


We accept Cash, EFTPOS, Visa, Mastercard, Amex, Stripe, Afterpay and Nuovo Gift Cards.
All treatment must be paid for in full on the day of service. 

Please note that we use Smartpay as our Eftpos facility and as such, all payments will incur a surcharge.

Fees are as follows: 

  • 1.65% for Visa, Mastercard and Paywave.
  • 0.30c for Eftpos.

$3 Green Fee

We have joined forces with Sustainable Salons. Every time you visit our clinic for a treatment, your final bill will include a small Green Service fee of $3. Your small contribution helps us keep our commitment to sustainability and our goal of zero salon waste. Your $3 contribution not only helps us minimise waste ending up in landfill; it helps provide meals for those in need through OzHarvest also. Thank you for your support and for creating a brighter future for our community.


We do not accept refunds on services or products for change of mind.
We will, however, offer a credit in the advent an adverse reaction occurs, and the treatment or product is no longer suitable.

Gift Cards

Gift cards can be purchased online or in the clinic and can be used for yourself or given as a gift. They are only redeemable on treatments and cannot be used for products. Gift Cards can not be transfer to another person or redeemed for cash.  
All gift cards are valid for three (3) years from the date of purchase.


We like to reward our clients for helping us grow our business. Every time a new client mentions your name as the person referring them, we will reward you with 50 TreatCard points.
(Refer to our TreatCard Policy for more information about TreatCards)

The Nuovo Skin and Health Gift Voucher is a fabulous gift idea for any occasion and is so easy to order…..simply select the value of your choice, and we will present them to you beautifully boxed.

You have the option to pick them up in-store, have them posted out or emailed straight to your inbox, making it the perfect “last minute” gift.

All Nuovo Skin and Health Gift Vouchers are subject to specific terms and conditions, including the following:

Standard Gift Voucher:

Gift Vouchers are valid for 3 years from the date of purchase and shall only be used towards treatments only. All appointments must be made within this period.

Promotional Gift Voucher:

Terms and Conditions for Promotional Gift Vouchers are set per the specific promotional campaign running at the time of purchase.

Promotional Vouchers are only valid for the term of the promotion campaign and can be used up to 3 months after the campaign finishes. At the completion of this time the voucher will revert to the dollar amount and will expire a maximum of 3 years from the date of purchase. 

For e.g: A Voucher is purchased for a Treatment Package valued at $200 for a campaign that is running for 3 months. If the voucher is not redeemed within the 3 month period the voucher will no longer be able to be used for that Treatment Package – rather it will revert to a standard voucher for $200 and will have a further 2 years and 9 months validity. 

All other promotional gift cards are subject to the terms and conditions associated with that campaign. 

For all Gift Vouchers:

Gift Vouchers must be presented upon arrival at your appointment. If the voucher cannot be presented, then payment must be made for the treatment booked. In this instance, the voucher can be used at a future date (before the expiry date)

Gift Vouchers are non-transferable and cannot be redeemed for cash or used for retail products.

Gift Vouchers are not replaceable if lost, stolen, or destroyed, and we will not accept any altered vouchers.

Terms are void where prohibited by law. Australian Consumer Law governs the terms and Conditions of the voucher.

Welcome to TreatCard, our loyalty program where you earn each time you spend.

How does it work?

The TreatCard program allows you to earn points every time you spend money on services or products. You also earn bonus points when you refer a new client, on some of our promotions and as our birthday gift to you.

But how does it really work…..

For every dollar you spend with Nuovo Skin and Health you will receive 1 TreatCard point. As you accumulate points, you can redeem them on selected services; Each service will have a TreatCard value attached.

Points accumulate reasonably quickly, which means you get rewarded quicker too – and don’t forget those bonus points.

To give you an example:

Jenny comes in for a treatment. Her total amount for her appointment is $600; Jenny has just earnt 600 TreatCard Points just like that. Its that simple.

How to redeem your points.

Once you have earned enough points, a prompt will pop up when you book your next appointment online. If you see a service, you would like to try simply call the clinic on 03 8457 1977 or email us on [email protected] and let us know what service you would like to redeem your points on and when you would like to book it in for.

Shipping Costs

  • For all orders under $150: A flat rate of $10 for standard post and $15 for express post applies for all deliveries Australia wide.
  • For all orders over $150: Free shipping for all deliveries Australia wide.

Dispatch Timeframes

We process all orders within  24 hours of receipt of payment. Once an order is processed, we’ll do our best to dispatch orders on the same business day or the next business day.

We ask for your patience as this handling period may vary, for example, if we have a high volume of orders.

You acknowledge that we’re not liable for any delay in the dispatch of your order.

Delivery Estimates

  • Metro Melbourne
    Standard Post – Approx. 2-3 business days
    Express – Approx. 1-2 business days.
  • Regional Victoria
    Standard Post – Approx. 3-6 business days
    Express Post – Approx. 1-2 business days
  • Interstate
    Standard Post – Approx. 5-6 business days
    Express Post – Approx 1-2 business days
    **Except for Darwin and Regional Western Australia
  • International Shipping
    At this stage, orders are shipped within Australia only.

Please contact the clinic directly on 03 8457 1977 to discuss international shipping options.

Who will deliver my parcel 

Your parcel will be delivered by Australia Post.

How do I track my parcel?

  • You will receive an email with your Australia Post tracking number shortly after your order has been processed

  • Enter this tracking number on the Australia Post website

For parcel enquiries, you can contact Australia Post directly on 137678. If you have been through this process and still cannot locate your parcel, please email us at [email protected]

Our Sustainable Salons Buy Back Initiative is designed to make a positive impact on both the environment and local communities. Here’s how it works:

What we Recycle:

We accept skincare from any brand. We accept materials such as Glass, Foil, and Hard and Soft Plastic containers. We do not accept aerosols or mixed materials that can’t be separated.  

Recycling and Repurposing:

Simply wash and dry your empty skincare products and bring them into the clinic. We then send your empties to be processed by Sustainable Salons. 


By participating in our Buy Back Initiative, you’re contributing to real, measurable change. The profit generated from recycling these materials goes back into local communities and charitable programs. It’s a win-win situation: less waste in landfills and support for important causes.

The Fine Print:

  • To say thank you for helping us reduce waste, you will receive a $2 credit towards your next retail purchase. This applies to each product returned.
  • All credits must be used in one transaction and on the same day as the empty products have been returned.
  • Unused credits will be forfeited. 


So, the next time you’ve used every last drop of your skincare, remember that you can recycle your empty skincare bottles with us. Together, we’re cutting down on waste and creating a more sustainable future!” 


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