Clinic policies

At DermNurse, we reserve your appointment time exclusively for you. When appointments are missed or cancelled without sufficient notice, it disrupts our schedule and impacts other clients who are eager to receive our services.

Booking an appointment

Book online through Jane, our booking system, or call us at (403) 475-9296. Prices can change, and are confirmed with you at the clinic.

Consultations

Cosmetic consultations are free for the first 15 minutes. A longer cosmetic consultation, usually 30 minutes to an hour, is $50 in total, which can go toward a treatment or product. We explain the charge before you agree to continue. You don’t need to use it the same day, and it never expires.

If you paid a $50 deposit when you booked, it counts toward that $50; it is not an extra charge. If you come to a free 15-minute cosmetic consultation and buy nothing, we refund the deposit to your original payment method, or you can keep it as credit. No purchase is required.

Virtual consultations take a $50 deposit, which can go toward a treatment or product when you attend. Medical consultations, such as medical Botox, the hormone program or a visit with Dr. Lotze, take a $50 deposit when you book. It goes toward your treatment; for a visit with Dr. Lotze, toward a treatment with her. If you come and decide not to have treatment, it is kept as credit. If you cancel within 24 hours or don’t come, it is not refunded.

If you cancel a consultation within 24 hours or don’t come, $50 is charged. If you paid a $50 deposit, we keep it instead of charging another $50.

Preparing for your appointment

Please arrive 10 minutes before your appointment, with clean, makeup-free skin. Please don’t take phone calls in the waiting area, and turn off your phone’s ringer, to keep the clinic peaceful.

For your safety, a consultation is required before your first laser, IPL, Opus or Fractora treatment. We may also do a patch test to see how your skin responds.

Late arrival

If you arrive more than 5 minutes after your scheduled start time, your treatment duration will be shortened accordingly. Alternatively, if your appointment must be rescheduled due to a late arrival or late cancellation, a $50 cancellation fee per scheduled treatment will apply.

Late cancellations and no-shows

If you cancel within 24 hours of your appointment or do not show up, a non-refundable fee of $50 per scheduled treatment will be charged (for example, Botox and filler booked together count as two). No rebooking will be permitted until this fee is paid.

Member appointments follow the membership’s own rule: see memberships.

Skincare returns

Skincare bought from us, in the clinic or online, can be returned within 40 days of purchase with proof of purchase. It must be unopened, or have at least 75% left. Please ask us before returning a product. There is no restocking fee. Our online store’s Return & Refund Policy has the full details.

How to avoid a fee

We understand that sometimes plans change unexpectedly. To avoid any fees, please contact us as soon as possible if you need to cancel or reschedule your appointment. This allows us to offer your slot to another client.

Phone: (403) 475-9296
Email: info@dermnurse.ca

Thank you for respecting our time and supporting our locally owned business. We look forward to providing you with exceptional service.