Booking Deposit/Consultation Fee

A booking deposit of $50 is non-negotiable to secure your appointment at the Eleventh Heaven. This policy is strictly implemented so that we can dedicate our time and resources exclusively to the patient on the time slot and also to allow other patients on waiting list to be booked in.

The deposit is redeemable if you are suitable and wish to proceed with treatment on the day of your appointment, or, schedule a treatment appointment within seven business days of your initial consult.

Cancellation/Failure to Attend/Late Arrival

An automated confirmation text is typically sent to your mobile number provided 72 hours prior to your scheduled appointment. A confirmation email will also be sent to you after you have made your appointment to confirm your appointment details. Please bear in mind that it is still your responsibility to adhere to your appointment time even if you do not receive a reminder text, call or email from us.

We respectfully request that you contact us at least 48 hours before your scheduled appointment if you are unable to attend your appointment or should the appointment time become inconvenient for you.

Any failure to attend, cancellation or rescheduling within 48 hours of your appointment will result in your deposit being forfeited and we also reserve the right to charge you 50% of your treatment cost. Any failure to attend or late cancellations (within 48 hours) of an scheduled appointment for a prepaid series will result in the treatment being forfeited.

We also kindly ask that you make arrangements to arrive on time or 10 minutes before your appointment. Arriving late will impact on our clinic schedule and cause delays to other clients receiving treatments. Therefore, if you are not able to arrive within 30 minutes of your scheduled appointment, this will be regarded as a late cancellation and your booking deposit being forfeited.

We thank you for understanding that our policies are implemented to ensure our patient care remains impeccable and so that we can continue to provide a fair and timely service to all of our patients.

Payment at Time of Service

You are responsible for ensuring that full payment is made before or on the day of treatment. If for any reason your chosen method of payment is declined, we may enter into an agreed payment method and any overdue invoice shall, and will accrue daily interest from the date of your treatment until full settlement of the invoice. Eleventh Heaven will be indemnified against any cost incurred as a result of late or failed payments, such as legal costs, which include Eleventh Heaven’s and your own solicitor's, and any Debt Collection Agency costs.

Prepaid Series/Clinic Credits

Any prepaid treatments or series will expire in 12 months (excluding specials or informed otherwise) and are non-refundable & non-transferable. Failure to attend or late cancellations (within 48 hours) of an scheduled appointment will result in the treatment being forfeited.

Prepaid or purchased clinic credits are also non-refundable and non-transferrable with an 12-month expiry (above $500) or with an 6-month expiry (below $500).

You agree to enter into these terms with purchasing these prepaid treatments and/or clinic credits.

Refund Policy

Every educated and reasonable effort is made to deliver the best possible aesthetic outcome but every human body react differently and therefore individual results will vary. It is impossible to refund any fees associated with any treatments or services as there is no absolute guarantee with medical procedures. This will also be re-iterated on your treatment consent forms.


All humans are asymmetrical. These asymmetries will be discussed during your consultation at the Eleventh Heaven. Our doctors/therapists will do our best to improve on this. All corrections of asymmetry post treatment (albeit rare) are at the cost of the patient. Eleventh Heaven does not offer any complimentary treatments in the case of asymmetry. Satisfaction rates of all medical procedures performed at Eleventh Heaven are high.

Clinical Photography

Please note that prior to all medical treatments, clinical photographs will be taken. These are our clinical/medical records. Your photographs will not be published unless consented otherwise. Eleventh Heaven will not be able to provide any treatments unless all required clinical photographs have been taken.

Termination of the Clinic-Patient Relationship

Eleventh Heaven reserves the right to terminate the clinic-patient relationship at any time, especially if in the clinical opinion of the medical practitioner, that the patient is not suitable for further care. In this case, the clinic may offer patient alternative doctors/therapists/clinic to continue their treatments.


As Eleventh Heaven is an adult procedural clinic and that we do not have any facilities to supervise children/minors, we recommend our patients to not bring their children/minor to their scheduled appointment.

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