Effective Date: 09/09/2025
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Location: Primula Laser and Skin Care — Natick, Massachusetts At Primula Laser & Skin Care (“Primula”), we are committed to providing exceptional care and service to every client. Because your appointments are very important to us, we not only reserve time specifically for you but we put time and resources to prepare for your appointment.  Late arrivals, last-minute cancellations, and no-shows affect our staff and other clients. For these reasons, we expect our clients to arrive on time and provide advanced notice of cancellation as provided in this policy.

‍Please arrive on time and preferably 15 minutes in advance of your appointment to fill out any required paperwork so that your appointment can start on time.

1. Appointment Confirmation & Contact Information
● At the time of booking, clients are required to provide a valid phone number and/or email. Clients will receive an appointment confirmation and a reminder 24–48 hours before the scheduled service.

‍2. Credit Card on File Requirement
‍● To book an appointment, clients must keep a valid credit card securely on file.
● This card will only be charged in accordance with this Cancellation & No-Show Policy (i.e., for late cancellations, no-shows, or forfeited package sessions) and will not be used for other purposes.
● Card information is stored securely through our payment processor and in compliance with PCI security standards to protect client data.

‍3. Appointment Arrival
● Please arrive on time and ideally 15 minutes in advance of your appointment to fill out any required paperwork so that your appointment can start on time.  If you are running late, please call 781-778-1873 to let us know.  If you arrive more than 15 minutes past your appointment start time, we may shorten or cancel your appointment, and a No-Show fee may apply as provided under No-Show provision below.

4. Cancellation & Rescheduling Policy
‍● Clients must notify us at least 24 hours in advance if they wish to cancel or reschedule an appointment.● Cancellations or reschedules made within less than 24 hours of the appointment are considered late and are subject to a fee.

‍5. Fees for Late Cancellations & No-Shows
‍● Late Cancellation (under 24 hours’ notice): A non-refundable fee of $20 will be charged.● No-Show (failure to appear without cancellation): A non-refundable fee of $40 will be charged.
‍● These fees will be applied automatically to the credit card on file (if applicable) or billed directly to the client.

‍6. Exceptions & Emergencies
‍● We understand that emergencies happen. Clients may request a fee waiver for cancellations due to genuine emergencies (e.g., medical issues, accidents).
● Such requests must be submitted in writing within 48 hours of the missed appointment for consideration.

‍7. DepositsSome services may require a non-refundable deposit at the time of booking. Deposits are applied to your service but are forfeited for cancellations made less than 24 hours in advance or for no-shows.

8. Massachusetts Consumer Protection Guidance
‍● Although Massachusetts does not mandate special cancellation rights for medical spas, our policy aligns with best practices by providing advance notice requirements and fair exceptions, ensuring both client respect and operational fairness.

‍9. Policy Acknowledgment
‍● Clients agree to this cancellation/no-show policy by booking an appointment with us, whether online, by phone, or in person.
● Primula reserves the right to deny future bookings should there be repeated violations of this policy.For policy questions, appeals, or requests for accommodation, please contact our office staff prior to your appointment.