In the News:

Policies

Refunds, Returns & Exchanges
Cancellation Policy
Children and Guests
Gift Certificates, Vouchers & Expiration Dates
Privacy & Security
Disclaimer
Miscellaneous
Shipping

Refunds, Returns and Exchanges

Guarantees: Individual results may vary. We cannot give promises, time limits or guarantees of any kind. Corrective skin care incorporates product usage compliance, consistent sun protection, follow-up evaluations, professional treatments performed regularly, genetics (skin conditions often run in families), and a variety of lifestyle changes that must be adhered to on a longterm basis. These include stress, sleep, hormones, diet, water intake, medical conditions, medications, shaving/haircut habits, skin tampering, sun exposure, weight issues and more. There is no cure for acne, but it can be successfully treated and controlled.

Since we can’t “go home with you” to monitor your lifestyle and product use or misuse, we’re unable to offer a “Money Back Guarantee” on any regimen, product, treatment or series of treatments. No cash refunds. No missing product replacement after 24 hours of pick-up or receipt of shipment. No product returns or exchanges after ten days.

Prepaid appointments: Consultation appointments must be prepaid. For Saturday services, holiday weekends, out-of-town clients, and some prime time weekday slots, a $50 deposit is required. Appointments for clients flying in from another city always require a deposit. Prepaid appointments are non-refundable and subject to our weekday and Saturday Cancellation Policy if they must be rescheduled. No cash refunds on prepaid appointments. No exceptions.

Returns & exchanges: Cosmetic and active ingredients occasionally cause sensitivity or an allergic reaction, which usually occurs within the first three days. In the event of a true allergic reaction, stop using that product and contact the office immediately. We will schedule an office visit or phone call to discuss the problem and if needed, arrange to swap out the problem product within the first ten days. Returns will not be accepted if more than 10% of the product has been used. No product returns after ten days.

If the original product has a manufacturer defect or is damaged, an item is missing from your order, or you receive the wrong product, contact the office at once. Save all packing materials if a product arrives damaged. Any missing item must be reported with 24 hours of office pick-up or receipt of shipment. No exceptions. With prior written authorization within ten days of purchase only, a problem product can be returned and exchanged.

Returns sent to us without prior written return authorization cannot be accepted. Returned items are subject to inspection by our staff. All parts, pieces, printed materials, inserts and original product packaging must be returned in original condition. Returned products may not be altered or used and be in the original container, including the box.

We reserve the right to deny returns or exchanges on the same product purchased and returned more than once. Returns that do not meet our Refund, Return & Exchange Policy criteria will not qualify for return/exchange and may be returned at the client’s expense or destroyed upon request. We are not responsible for return packages that may be lost or damaged in transit. It is recommended that you choose a method of shipping with tracking and insurance.

Cancellation Policy

Scheduling: Please make every effort to schedule your appointment for a day and time that will work for you. If you are over 18, you are responsible for booking, securing and keeping your appointment. If you feel there’s a chance you’ll be unable to keep your appointment for any reason, please don’t schedule one until you’re certain about your plans and childcare situation.

WARNING: Due to a life-threatening shellfish allergy, you may not eat, prepare or be around shrimp, crab or lobster for 48 hours before  your appointment.

Prepaid appointments: Consultation appointments must be prepaid. A deposit is required for all Saturday services, holiday weekends, appointments for clients arriving from out of town, and certain prime time weekday time slots. Prepaid appointments are non-refundable and subject to our weekday and Saturday Cancellation Policy if they missed without notice or canceled late and must be rescheduled. No cash refunds on prepaid appointments. No exceptions.

Confirming your appointment: Once an appointment is booked, unless we hear otherwise in advance, we expect you to be there. We require a working phone number with an answering device or voicemail in the event we need to reach you for any reason. When possible, we attempt to call to confirm your appointment. When we call you, it’s important that you get back to us at 510-370-3333 to confirm your appointment. Our phone lines are answered 24 hours a day and voicemail messages are time-stamped. If we don’t hear back from you, we reserve the right to give your time slot to another client who needs that appointment. Please do not ask us to schedule, reschedule, confirm, change, or cancel appointments via our text-only number.

Cancellation and no-shows: Please don’t rely on us to “remind you” about your upcoming appointment. Whether or not we’re able to call or reach you to confirm your appointment, we expect you to either show up or to call 510-370.3333 and cancel with adequate notice. If you’re unable to keep your appointment, we require a full 24-hour notice by phone for weekday appointments and a full 48-hour notice for Saturdays. Again, we cannot schedule, reschedule, confirm, change, or cancel appointments via our text-only number.

Call the office at 510-370.3333 if you must cancel, reschedule, or will be late for your appointment. Please do NOT email or text us to cancel and/or reschedule. If you are a no-show or fail to cancel BY PHONE with the required notice, you’ll be assessed a $25 service charge for weekdays and $50 for Saturdays, unless your appointment was prepaid. Prepaid appointments are non-refundable and will become void if canceled at the last minute (less than 24 hours for weekdays or 48 hours for Saturday), you arrive too late to be “worked in” to the schedule (even if you do wait), you choose not to wait to be seen when you are late, you arrive having eaten shellfish, you arrive with infants or children under 12, or you fail to show up at all.

In the event of a true emergency, please call the office or text us immediately. Lack of childcare or eating shellfish are NOT valid reasons to cancel your appointment at the last minute.

Our Cancellation Policy allows us to keep our prices reasonable and gives us sufficient time to contact another client who may be waiting for a time slot. Without adequate notice, we’re unable to contact the clients on our waiting list who really need an appointment. If your treatment or consultation was prepaid or part of a package, prepaid treatment series, gift certificate or voucher, failure to cancel with adequate notice will void that appointment. No cash refunds.

If you arrive late, you may have to wait to be “worked in” (if possible) because on-time clients will be taken first. Late arrivals who choose not to wait, will be assessed a service charge, or have their prepaid treatment or consultation voided. Chronic late cancellation and no show clients will be assessed a service charge for each missed appointment ($25 for weekdays and $50 for Saturdays) and their future appointments must be prepaid in advance. We reserve the right to refuse to do business with anyone.

We welcome walk-ins and last-minute appointments if our schedule permits. On Saturdays, walk-ins may come in between 1:30 and 2:45 pm only and you may be required to wait. Saturday walk-ins not guaranteed. 

Children & Guests

To maintain a peaceful environment and be fair to everyone, please do not bring infants and children under 12 to your appointments. Please make childcare and back-up childcare arrangements in advance. Keep in mind, lack of childcare is not a valid reason for a last-minute cancellation. Unattended children under 12 may not wait in the reception area, parking lot or building lobby. Due to insurance guidelines, guests may not accompany clients into the treatment rooms. This includes infants, children, parents, relatives, friends and others.

Gift Certificates, Vouchers & Expiration Dates

Gift certificates for goods and/or services can be purchased in any amount and given or sent to anyone of your choice. Gift certificates are valid until redeemed or replaced. They have no cash value and are not redeemable for cash by any party, unless remaining value after use is less than $10. Use of a gift certificate is subject to our Cancellation Policy, Refund, Return & Exchange Policy, other company policies, client intake process, consistent sunscreen use, and any additional restrictions listed on the certificate.

We are not responsible for replacing lost or stolen gift certificates. Duplicate codes or photocopies will not be honored. Void where prohibited by law.

Reward vouchers distributed to our current clients for loyalty, product refill purchases over $100, client referrals, or as part of a promotional program are not gift certificates, are not purchased for cash or items of value, and are valid for 90 days from the date of issue only. These vouchers may be used to offset the cost of basic peel services only, may not be used with any other discount, deal or promotion, are not transferable to others, and are subject to our Cancellation Policy, consistent sunscreen use, and all other company policies.

Services included in treatment packages, prepaid consultations and treatments, appointment deposits, and rewards vouchers are subject to specific expiration terms, are non-transferable to others, and subject to our Cancellation Policy, consistent sunscreen use, and all other company policies. No exceptions.

Privacy and Security

Our clients are at the heart of everything we do and your privacy is important to us. Part of our commitment to you is to respect and protect the privacy of the personal information you provide to us. We make every effort possible to assure the privacy of any information submitted to us. We have systems in place to protect this website and our office from anyone attempting to obtain personal information. We do not use personal information in any way that would allow it to be obtained by others. For this reason, we do not keep credit card information on file for future purchases.

We will never provide your personal information to any company or individual not directly involved in your transactions with us, unless you specifically request us to do so. Parents and others may not ask team members to discuss, share information, or book appointments for adult clients over 18. All clients over 18 must schedule and confirm their own appointments.

We do not share our mailing list with third parties under any circumstances.

Disclaimer

The information provided by this website is intended for education purposes only and not to be used in the place of medical advice, diagnosis or treatment.

Policies, protocols and prices are subject to change at any time without notification. We reserve the right to refuse to do business with anyone.

Miscellaneous

Please keep your belongings with you at all times. Remove earrings, rings, other jewelry, eyewear, hats, and accessories before your treatment and place them in your handbag, backpack, briefcase or pocket. We cannot be responsible for lost or stolen items.

We reserve the right to modify, discontinue or raise prices for treatments, add-on services and products without prior notification to ensure that our quality standards are met. If you have any questions, please ask when you book your appointment. We reserve the right to refuse to do business with anyone.

Payment is due at time of purchase and/or service, unless prepaid. We currently accept debit cards, Visa, MasterCard, American Express, Discover, PayPal (info@clinicallyclear.com) and cash. Sorry, but we do not accept business checks, third party checks or money orders, travelers checks, FSA cards or health insurance.

If a product has a manufacturer defect or is damaged, an item is missing from your order or you receive the wrong product, contact the office at once. With prior written authorization within ten days of purchase only, a defective, damaged or incorrect product can be returned and exchanged. Please see our Refunds, Returns & Exchange Policy for details.

Gratuities are appreciated. The recommended range is 15% to 20% of the total price of the service provided, but the tip amount is left up to your discretion.

Missing products: A missing item must be reported with 24 hours of purchase.

Product use: Use home care products exactly as directed. To avoid dryness and irritation, do not apply too generously or too often. The only exception is sunscreen. Apply and reapply a generous amount of sunscreen as directed, even on overcast days. Contact us immediately if you have any problems, questions or concerns.

Sunscreen: When requesting product refills and upgrades, a quick follow-up evaluation may be required. Consistent sunscreen use is mandatory and necessary to obtain the desired and expected results. You may be asked to provide visual proof that you have the appropriate approved sunscreen and are purchasing it on a regular basis. Visual proof means a photo or screenshot of the sunscreen packaging showing active and inactive ingredients, product expiration date, and the receipt showing the date and item description. You may be required to purchase an approved sunscreen if you are buying our ‘active’ skin care products and getting professional treatments, especially peels.

Shipping Policy

We ship via United Parcel Service to credit card billing addresses only. For out-of-town sales, we accept debit cards, Visa, MasterCard, American Express, Discover, and PayPal (info@clinicallyclear.com). An adult over 18 must be available to receive and sign for packages.

We ship USPS to Hawaii, Alaska, international, and US military addresses only. We do not ship to P.O. boxes in the US. Note: We no longer ship to Canada.

Shipping/handling and applicable sales tax (California residents) is additional. Rush service and express shipping is available upon request on Tuesday, Wednesday and Thursday (only if time permits and we have the manpower to do so) and will be subject to increased shipping and handling fees. Not available on Friday, Saturday, Sunday or Monday.

Minimum for US orders is $50, excluding sales tax (California residents), shipping and handling. If a US order totals less than $50, an additional $5 handling fee will be added. Minimum for international orders is $100 USD. Shipping and handling is additional and is based on weight, final destination, shipping method and distance. Note: We no longer ship to Canada.

We make every attempt to ship US orders within two business days, but this cannot be guaranteed, especially if we’re short-handed or busy. Orders received after 2 pm California time will not be shipped the same day. Orders received after 12 noon on Friday will be shipped the following Tuesday or Wednesday.

We do not ship on Friday afternoon, Saturday, Sunday or Monday.

We make every attempt to ship eligible international orders within one week. We are not responsible for international customs delays, import duty, or brokerage fees once the package leaves the US. Note: We no longer ship to Canada.

To order our products, you must use an appropriate approved zinc oxide-based sunscreen on a daily basis, exactly as directed. In most cases, you will be required to purchase an approved sunscreen when you order ‘active’ products.

Please see our Refunds, Returns & Exchange Policy above.

We reserve the right to refuse to do business with anyone for any reason.