Dispute Resolution Policy

Terms and Conditions

All parties engaging with IVONNE—including clients, partners, suppliers, regulators, and any other individuals or entities—must be accurate and complete in their dealings with us at all times.

The provisions in this Policy are in addition to your rights under applicable consumer protection, contract, and common law.

IMPORTANT NOTICE - READ CAREFULLY BEFORE YOU BEGIN A DISPUTE OR DISPUTE RESOLUTION

You are beginning a dispute for a treatment or product received through IVONNE, Inc. "(IVONNE)" - what's next? We want you to understand (and it is in your best interest to know) what the terms are, the limitations, your obligations and responsibilities. Please take the time to read through this Dispute Resolution Policy before you make an appointment or begin any dispute process. Bolded and italicized terms are defined in this agreement.

Overview

This Policy sets forth the terms under which you may dispute charges, penalties, performance, or purchases, of services and/or products from or through IVONNE, Inc. ("IVONNE"), all as defined below. This Agreement applies if you schedule any appointment, obtain products or receive services directly from IVONNE or through a IVONNE supplier, employee, or contractor. All Services and Products will be identified in the original appointment confirmation or invoice. If you receive services or products from IVONNE in a model call, educational setting, influencer or partner arrangement, or a complimentary service or product, this agreement governs that use.

IVONNE Terms and Conditions are outlined below.

Information Collection

All information is collected by IVONNE pursuant to O. Reg. 136/18: PERSONAL SERVICE SETTINGS and The Personal Information Protection and Electronic Documents Act (“PIPEDA“).

Definitions

Client means any individual, natural person, who receives, schedules, or plans to receive or purchases any service or product from IVONNE.

Dispute Resolution (DR) is the term used to describe a variety of ways of dealing with disputes, including the option of going to court.

Alternative Dispute Resolution (ADR) refers to resolving disputes in ways other than going to court.

Service means any service available and listed in the scheduling system at IVONNE.

Product means any skincare, self-care, or cosmetic product available for purchase on the IVONNE website or in clinic, or through any of its suppliers or their websites.

You, and your refer to you the client - the person registered in the appointment scheduling system, or the person listed in the purchase receipt or invoice.

We, Us, or Our refer to IVONNE, Inc. ("IVONNE") and any services provided by us, partners, agents, or suppliers.

Estimate means a time-limited, official communication sent by us with an outline of anticipated costs to perform any requested service or work that relates to a specific client.

Quote means an official communication sent by us with an outline of anticipated costs to perform any requested service or work that relates to a specific client.

Virtual Consult/Consultation means an appointment that has been conducted not in person, and through a video or telephone call.

Appointment means a scheduled service and time logged in our scheduling system.

Follow-Up/Touch-Up means a future appointment that comes after any initial service received in connection with the nature of the original service.

Off-Label Use means the use of any product, including natural health product or (non) prescription drug for an unapproved indication, or an unapproved age group, dosage, or route of administration.

Permanent Makeup means any form of cosmetic tattoo treatments, namely Microblading, Nano Brows, Eyeliner Tattoo, Lip Tattoo, Freckle Tattoo, Beauty Mark Tattoo.

Waivers means any consent form in which the client is waiving and/or consenting to receive products or services.

What Is and Is Not a Dispute

Only formal disputes submitted through the designated channels trigger the resolution process described in this Policy. Complaints, chargebacks, and reviews are handled through their respective processes.

Process

Should you have a dispute about any service or product received through IVONNE, you may submit it through the Dispute Resolution form in the client portal at clinic.ivonne.ca, or by emailing the details of your request, including any supporting evidence, to 30482650126ac37d41ce2d3.

Response Timelines

• Acknowledgement: Within 3 business days of receiving a dispute submission.
• Initial Review: Within 10 business days of acknowledgement. IVONNE will communicate whether the dispute is eligible and, if so, a proposed resolution or next steps.
• Resolution or Escalation: Within 20 business days of acknowledgement. If unresolved, see Escalation below.

All disputes submitted will first be reviewed for eligibility under this Policy. Requests that do not meet the criteria described in the Eligibility section may be declined without proceeding to dispute resolution.

Escalation

1. Direct Resolution: Submit a dispute through the client portal at clinic.ivonne.ca or by emailing 30482650126ac37d41ce2d3. IVONNE will review and respond within the timelines above.
2. Internal Review: If you disagree with the initial resolution, you may request an internal review by a manager or owner not involved in the original decision.
3. External Mediation: If the dispute remains unresolved, either party may engage a neutral third-party mediator. Costs are shared equally unless otherwise agreed.
4. Legal Remedies: Nothing in this Policy limits your right to pursue remedies through the Ontario Small Claims Court, the Superior Court of Justice, or any applicable regulatory body.

For more information on Dispute Resolution and options available to you, please refer to the following resources:

Government of Canada "Resolving Disputes - Think About Your Options"

Eligibility

Only those persons or entities who have a direct relationship with IVONNE (have received a treatment, purchased a product directly through our clinic) are eligible for dispute resolution processes. IVONNE cannot negotiate with anyone other than a client or appointed agent.

Valid Disputes

• The dispute alleges IVONNE misapplied or failed to follow applicable law or regulation; or
• The dispute alleges IVONNE failed to follow or correctly apply its own published policies, terms, or commitments in effect at the time of scheduling, purchasing, or receiving a service or product; and
• Evidence is provided supporting the claim of non-compliance by IVONNE.

Ineligible Disputes

• Disagreements with IVONNE policies themselves, including their content, fairness, or applicability.
• Disagreements due to failure to read, understand, or later dissatisfaction with policies or terms agreed to when booking or purchasing.
• Outcomes or results of treatments, procedures, or products, where IVONNE has provided the service as agreed and disclosed risks have been accepted.
• Disputes involving third-party suppliers unless explicitly stated otherwise in writing.
• Claims outside the scope of services or products directly provided by IVONNE.

Important Note: IVONNE does not guarantee specific outcomes of treatments or products, and clients acknowledge and indemnify IVONNE against known and disclosed risks when consenting to services. Dispute resolution is therefore not available on the basis of treatment dissatisfaction, except where IVONNE failed to apply its policies or legal obligations correctly.

Contact Information About This Policy

For any questions or complaints in relation to this agreement or any product or treatment you purchase, you may contact IVONNE at the following:

By Regular Mail:
IVONNE, Inc.
0116-320 Queen Street, Ottawa ON K1R 5A3

By Social Media:
@ivonneclinic

Updates

• April 30 2026: Added dispute term definitions, response timelines, escalation path, rights preservation clause, dispute form reference