Policies
Our policies outline the standards and procedures governing the operation of our cosmetic clinic. These policies complement your consumer rights and ensure a professional experience.
Last updated: August 13, 2026
Find out more about our Refund Policy here.
In accordance with its policies, IVONNE, Inc. ("IVONNE") does not issue refunds, namely refunds related to matters of client satisfaction, personal job loss, illness or (allergic) reaction or due to change of mind. Since IVONNE does not offer any guarantees on the results of its treatments any monies paid towards the purchase of treatments received or future treatments are non-refundable. All Appointment Confirmation Fees (deposits) are also non-refundable.
Where a client has paid for treatments or packages and is unable to continue, any unused monetary value remains available on the client's account with no expiry date, in accordance with the Consumer Protection Act, 2002, S.O. 2002, c. 30, Sched. A, and Ontario Regulation 17/05, which prohibit expiry dates or fees that reduce the value of prepaid consumer funds.
Where permitted by law, unused treatment values may be transferred to another person by way of a IVONNE gift card, subject to the recipient meeting IVONNE's eligibility requirements for services. This provides flexibility in circumstances where a client no longer wishes to continue with treatment personally.
We may refund where required in accordance with Canadian consumer protection laws.
To request a refund in connection with monies paid on an appointment that has not happened yet, please click here.
The following table summarizes expiry rules for all forms of value held at IVONNE. These rules reflect our obligations under Ontario and federal consumer protection law.
| Type of Value | Expires? | Notes |
|---|---|---|
| Client wallet credits (client-funded) | No expiry | Funds loaded by the client via e-Transfer, card, or cash do not expire. Protected under O. Reg. 17/05. |
| Prepaid treatment packages (unused sessions) | No expiry | Monetary consideration was paid. Value remains on account indefinitely. Protected under O. Reg. 17/05. |
| Credits held on file from cancelled appointments | No expiry | Where a cancellation fee is charged and held as a credit, that credit does not expire. Protected under O. Reg. 17/05. |
| Gift cards (purchased) | No expiry | No expiry date or dormancy fee may be applied. Protected under O. Reg. 17/05 and the federal Payment Card Networks Act, S.C. 2010, c. 12. |
| Appointment Confirmation Fees | Non-refundable; not subject to expiry while an active appointment exists | Applied to treatment balance at checkout. Lost upon late cancellation or no-show per Cancellation Policy. |
| Promotional credits (issued by IVONNE) | May expire | Credits issued as goodwill, rewards, referral bonuses, or promotions — not purchased by the client — may carry an expiry date or conditions. Terms disclosed at issuance. |
| Reward points | Activity-based only | Points do not expire due to time alone. See Rewards Program Policy for inactivity rules. |
The following examples clarify common misunderstandings. These are illustrative, not exhaustive.
| Scenario | Client Expectation | Policy Outcome |
|---|---|---|
| Client develops a non-urgent medical condition and cannot continue (with or without a doctor's note) | Refund of unused sessions | No refund. Unused value remains on account with no expiry and may be applied to alternative treatments or transferred to another person via gift card, subject to the recipient meeting IVONNE's eligibility requirements for services. |
| Dissatisfaction with expected results | Refund due to "lack of results" | No refund. Results vary and are not guaranteed. Corrective or alternative treatment options may be offered. |
| Relocation to another city | Refund due to distance | No refund. Remaining value stays on account with no expiry and may be transferred to another person via gift card, subject to the recipient meeting IVONNE's eligibility requirements for services. |
| Loss of employment or financial hardship | Refund of prepaid packages | No refund. Unused value remains on account with no expiry. Appointments may be paused or rescheduled; value may be transferred via gift card, subject to the recipient meeting IVONNE's eligibility requirements for services. |
| Change of mind about treatment plan | Refund based on preference change | No refund. Unused amounts remain available for alternate treatments or products with no expiry. |
| Missed or late-cancelled appointment | Refund of cancellation/no-show fees | No refund. Fees are forfeited per Cancellation Policy. At IVONNE's discretion, funds may be held as a credit on file — if so, that credit does not expire under O. Reg. 17/05. |
These examples illustrate that refunds are not provided for personal circumstances, dissatisfaction, or preference changes. Flexibility is available through treatment swaps, scheduling changes, or transfer of value to another individual.
Our policy lasts 30 days. If 30 days have gone by since your product purchase, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer unless you have purchased from them directly.
Once your return is approved, received, and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. It usually takes between 5 and 10 business days once a refund has been effected to appear on a customer's financial statement.
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at 30482650126aa5b1d138502.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged, or if you have developed a reaction to them. If you need to exchange it for the same item, send us an email at 30482650126aa5b1d138502 and send or bring your item to: 0116-320 Queen Street, Ottawa ON K1R 5A3.
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: 0116-320 Queen Street, Ottawa ON K1R 5A3.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
In the unlikely event of a technical or accounting error (namely an incorrect charge, an overcharge, duplicate charge, or similar) the client shall have a period of 180 days to raise the dispute with IVONNE. The client shall have an additional 45 days to resolve the dispute charge and allow IVONNE a period of 45 additional days to effect any corrections or refunds.
For corrections or disputes over $100 CAD clients may be required to sign an official release confirming that their dispute has been remedied.
Any refund provided by IVONNE to a customer, whether partial or in full, does not constitute an admission of error, liability, or wrongdoing on the part of IVONNE.
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 Email:
17085726816aa5b1d13853e
By Phone:
(613) 695-6662
By Social Media:
@ivonneclinic
Notice an error, inconsistency, or legal concern with this policy? Active clients can report it via their client portal.
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