Terms of Service

1. About these terms

These terms apply to your use of our website and to the services we provide. By using our website, submitting an enquiry or assessment, or receiving services from us, you agree to these terms. Please read them alongside our Privacy Policy and, if you are booking a procedure, our Booking, Rescheduling, Cancellation and Refund Policy.

2. Our clinical model

Care at The Maison Hair Clinic is delivered by a doctor-led multidisciplinary clinical team. Your treating medical practitioner is responsible for your medical assessment, informed consent, any prescriptions, and clinical oversight of your care. Amy Burns, our Hair Transplant Specialist, performs the technical components of procedures within her role, under the treatment plan and supervision of your treating medical practitioner.

Our consulting rooms and clinical facilities are located within Bespoke Longevity and Aesthetic Medicine. Where compounded medication forms part of your treatment plan, it is prepared by our compounding provider, Artisan Chemist, on the prescription of your treating medical practitioner.

3. Information on this website is general only

The information on our website, in our guides and in our other materials is general in nature. It is not medical advice, and it does not take account of your individual circumstances. It is not a substitute for a consultation with a qualified health practitioner. You should not rely on it to make decisions about your health, and you should always seek advice from your treating practitioner or GP.

No content on our website is intended to guarantee, promise or predict any particular result. Outcomes of hair restoration vary between individuals, and results depend on factors including your own biology, the nature of your hair loss, and how your body heals.

4. Enquiries, assessments and photographs

Where you submit photographs and information for a preliminary assessment, you acknowledge that:

• A photo-based assessment is a preliminary review only and is not a diagnosis;
• A full clinical assessment takes place in person with your treating medical practitioner;
• The information you provide must be accurate and complete, as your safety depends on it; and
• Submitting an enquiry or assessment does not create a treatment relationship, and does not guarantee that treatment will be offered.

We may decline to offer treatment where it is not clinically appropriate. This is a clinical judgement made in your interests.

5. Appointments, bookings and payments

Bookings, deposits, balances, rescheduling, cancellations and refunds are governed by our Booking, Rescheduling, Cancellation and Refund Policy, which forms part of these terms and is provided to you with your financial consent documents. In summary: a deposit secures your procedure date and counts toward your total fee; your balance is due seven days before your procedure; and a cooling-off period applies between signing your surgical consent and your procedure.

All prices are in Australian dollars and include GST where applicable. A tax invoice is provided for payments.

6. Consent

For procedures, informed consent is obtained by your treating medical practitioner before treatment proceeds. You are entitled to take your consent documents away, to ask questions, to seek other opinions, and to withdraw your consent at any time before your procedure. A minimum cooling-off period applies between signing your surgical consent and your procedure.

7. Your responsibilities

So that we can care for you safely, you agree to:

• Provide accurate and complete information about your health, medications and history, and to tell us promptly if anything changes;
• Follow the pre-operative and aftercare instructions given to you by your clinical team;
• Attend your scheduled appointments, or let us know as early as you can if you cannot; and
• Contact us if you have any concern about your recovery, and to seek emergency care where the situation requires it.

Results can be affected where instructions are not followed, and we may be unable to accept responsibility for outcomes in those circumstances.

8. Intellectual property

All content on our website and in our patient materials — including text, guides, images, logos and design — is owned by or licensed to us and is protected by copyright. You may use our patient materials for your own personal reference. You may not reproduce, distribute or commercially use our content without our written permission.

9. Third-party links

Our website may link to third-party sites or services. We do not control them and are not responsible for their content, practices or privacy policies.

10. Liability

Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term implied by law, including under the Australian Consumer Law, which cannot lawfully be excluded. In particular, our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill.

To the extent permitted by law, and except for liability that cannot lawfully be excluded or limited, our liability to you for any claim arising in connection with our website or the general information we provide is limited, at our option, to re-supplying the relevant service or information, or to paying the cost of having it re-supplied. Nothing in these terms limits or excludes any liability that cannot be limited or excluded under the Australian Consumer Law or other applicable law, including any liability for death or personal injury caused by negligence.

11. Privacy

Our collection and handling of your personal and health information is described in our Privacy Policy, which forms part of these terms.

12. Communications

By providing your contact details, you consent to us contacting you about your enquiry, appointments, treatment and care by phone, SMS, email or messaging services. Marketing communications are sent only where you have separately consented, and you may unsubscribe at any time.

13. Complaints and concerns

If something has not met your expectations, please tell us — we would always rather hear from you directly. Contact us on 1300 767 716 or at hello@maisonhairclinic.com.au and we will respond promptly. You may also raise concerns about health services with the Office of the Health Ombudsman (Queensland) or, in relation to a registered practitioner, with the Australian Health Practitioner Regulation Agency (Ahpra).

14. Governing law

These terms are governed by the laws of Queensland, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State.

15. Changes to these terms

We may update these terms from time to time. The current version is always available on our website, and the date at the top shows when it was last updated.

16. Contact us

The Maison Hair Clinic · Maison Hair Clinic Pty Ltd (ABN 63 698 563 165)
2nd Level, 63 Ferry Road, Southport QLD 4215 · 1300 767 716 · hello@maisonhairclinic.com.au