These are the questions your reception team will hear most often. Use this page as a reference script for your staff or share the relevant answers directly with patients. All answers are written in plain language patients will understand.
Print this page or save it on the front desk computer for quick reference. The answers are worded so you can read them out directly or paraphrase as needed.
How do I download the app?
Scan the QR code or open the link we give you. It will take you to a page where you can download Clinic App from the App Store or Google Play. Once you have downloaded and opened it, scan the same QR code (or open the same link) again from inside the app to join our clinic. If you have not received the link yet, let us know and we will send it to you.
I cannot find it in the App Store
Search for "Clinic App", not our clinic's name. Once you have downloaded it, use our QR code or link to join our clinic specifically, that is what unlocks our branding, treatments and rewards inside the app. If you are still having trouble, use the link we sent you and it will take you there directly.
How do I earn points?
You earn points two ways:
- At checkout after your appointment. Our reception team logs your visit in the system and your points are added automatically. You will see them in the app within a few minutes.
- When you book through the app. If you tap a treatment in the app and complete a booking, points can be added when that visit is confirmed.
You earn points on every eligible visit, regardless of which treatment you have.
What can I use my points for?
You can redeem your points for skincare products, retail items and eligible treatments at the clinic. Points cannot be used on prescription services such as consultations for injectables. Your current rewards options are listed in the Rewards tab in the app.
How do I cancel my membership?
You can cancel directly in the app. Tap Membership at the bottom of the screen, then Manage, then Cancel membership. Your membership stays active until the end of the current billing period. You will not be charged again after that.
You can also ask us at reception and we can process the cancellation for you.
My card was charged and I want a refund
Contact us directly and we will look into it. Bring or send us the transaction details (date and amount) and we will sort it out as quickly as possible.
Can I have more than one membership tier?
No. Each patient has one active membership at a time. You can upgrade to a higher tier at any time through the app if we offer multiple levels. The upgrade takes effect at your next billing date.
My points have not shown up
Points can take up to 24 hours after a logged visit to appear in the app. If it has been longer than that and your points are still not showing, ask reception to check that the visit was logged correctly in the system. If there is a discrepancy, we can add the missing points manually.
Can I gift a membership to someone else?
Not yet. Memberships are individual and tied to a single patient profile. We hope to add gifting in the future. In the meantime, you are welcome to mention the app to a friend and they can sign up directly.
Is my data safe?
Yes. Your personal information is stored securely and handled in line with Australian privacy law. Your data is never sold or shared with third parties. We only store the information needed to manage your membership and loyalty account.