our policies

Booking and intake forms

• Clients must be 10 years or older. Clients under 18 must have a parent or guardian present for the entire appointment.
• Clients under 18 must have a parent or guardian sign their intake forms.
• After you book, we send intake forms by text or email. Please complete them before you arrive.
• Tell us about all actives you use (retinol, tretinoin, acids, benzoyl peroxide) and any medication changes, pregnancy or new diagnoses at every visit. Some treatments must be adjusted or paused.
• Please wait two weeks after Botox, injectables or laser treatments before booking a facial.

Late arrivals

We hold your time just for you, and the next client is right behind you. If you arrive more than 20 minutes late, we have to cancel your appointment and charge the full price of the service.

Memberships

• Signature and Advanced memberships are month to month with no sign-up fee.
• We require one month's notice to cancel a membership. Billing stops after the notice month.
• The Acne Bootcamp requires a 3-month commitment.

Cancellations and no-shows

• Same-day cancellations are charged 50% of the scheduled service.
• No-call, no-shows are charged 100% of the scheduled service.

Programs, products and payments

• Memberships are month to month with no sign-up fee. Give one month's notice to stop billing.
• Acne Bootcamp is a 3-month program with a signed agreement. Your first acne facial is included free with your $199 Face Reality regimen, then $149 a month for 2 treatments, billed monthly for 3 months. If the program is not completed, that $149 facial is repaid.
• Opened skincare products cannot be returned. Unopened products may be exchanged within 14 days with a receipt.
• Disputed charges. If a charge for a service you received or products you took home is disputed with your bank, we respond with your signed agreement, receipts and treatment records, and future bookings are paused until it is resolved. If something is wrong with a charge, please contact us first and we will make it right.

Your agreement

By booking with Facial Theory, you confirm that you have read and agree to these policies, and you authorize Facial Theory to charge the card on file for any fees that apply under them.

If something is not right

Your experience matters to us. If you are not happy with your service or visit, please call or email us so we have the opportunity to make it right. We would much rather hear from you directly.