Clinic Policies and Etiquette Guide

Our goal is to provide a relaxing environment where our talented, trained professionals can provide the highest levels of service in promoting the health and well-being of our patients. As every patient is an individual and skin conditions can change frequently, we tailor every treatment to our patients’ needs at their visit. Please acquaint yourself with our Policies & Etiquette Guide as an introduction to our practice, as they allow us to provide the highest standard of service to you. Scheduling an appointment signifies your acceptance of the following policies.

Reservations

To ensure availability for your desired appointment time, we recommend scheduling appointments as far in advance as possible. As a courtesy to our patients, we attempt to remind patients of appointments by phone/email/text 48 hours in advance. If you choose not to provide your contact information, you will not receive a reminder.  Should the appointment reminder system fail for any reason, and you do not receive an appointment reminder, it is still your responsibility to manage your appointment and adhere to the cancellation policy.

Please notify the patient concierge of any allergies or sensitivities to aromas or ingredients when you schedule your appointment.

When you schedule an appointment with us, you are agreeing to the policies outlined in our Policy & Etiquette Guide, including our cancellation policy. All services require a valid credit card or gift certificate to guarantee the reservation, so please have your credit card and/or gift certificate ready when booking. You will be billed for your consult at the time of booking.  Upon checkout, patients may choose their method of payment as outlined below.

For future appointments, we recommend scheduling your next service prior to leaving, as we are often booked out 3-4 months at a time.

Appointment Scheduling

A $100 deposit is required at the time of booking. This deposit amount will be counted as a credit off the cost of your treatment if used within 30 days of your initial consultation. You may book using any accepted payment method, including card, cash, or a gift card, but please note that appointments cannot be held without a deposit and a valid credit card on file. Payments are required in full at the time of each treatment. We accept most major credit cards, debit cards, cash, and gift certificates. All appointments require a credit card number to be kept on file. Your acceptance of the appointment time confirms your agreement to this policy and gives us permission to store and charge your card in the event of a late cancellation or no show.

Consultations

Consultations are required for all new patients and existing patients coming in for a new treatment. Consultation cost is $100 and will be applied to your treatment choice within 30 days.

Cancellation Policies and Fees

Your treatment time is reserved for you; however, we understand that you may have to occasionally cancel an appointment with us. We value your business and request that you respect the scheduling policies as outlined here. 

As a courtesy to our patients and staff, it is company policy for all patients to give at least 48 hours’ notice of cancellation by phone or email. Notice can be given by calling the office at 603.783.1087 during business hours of Monday – Friday from 9:00 am to 5:00 pm or by sending an email to info@thedccm.com. Outside of business hours, you may leave a voicemail or send us an email. Our email and phone system does track the date and time; therefore, if you leave a message, please rest assured that we can see that your message complied with the 48-hour policy. Failure to cancel within 48 hours of your scheduled appointment will be considered a late cancellation or an appointment no-show and will result in the loss of your $100 appointment deposit. Patients who miss their appointments without giving any prior notification will be charged an additional $400 fee.

We recognize that the time of our clients and staff is valuable and have implemented this policy for this reason.  This courtesy enables us to compensate our employees for their time and maintains a higher availability of our time for you as well as others.  When you miss an appointment with us, we not only lose your business, but also the potential business of other patients who could have scheduled an appointment for the same time. Additionally, at times our staff functions on an “on call” status and may have travelled to the spa specifically for your treatment.  For these reasons, we are obligated to compensate our staff for their time as well as make up for lost revenue.

If unforeseen circumstances require us to cancel or reschedule your appointment with less than 48 hours’ notice, any cancellation fees will be waived.

Repeat Last Minute Cancellations or No Shows

Should you no-show or cancel within the 48-hour period for a second time, you may only book an appointment on the day of treatment and will be responsible for the full cost of your treatment at the time of booking. You will lose the full amount of the charge should you no-show or cancel your appointment.

Cancellation Fees FAQ

What if the cost of your appointment is less than $100? A $100 late cancellation or no-show fee will be charged for all appointments, regardless of the value of the service for which you are scheduled.

Returned Checks & Insufficient Funds

A $100 fee will be charged for returned checks, and the balance of that day’s services will be charged to your credit card on file. An additional 20% charge will be applied to any unpaid balances for every 30 days past due. We reserve the right to apply this charge to any credit card that you have on file with Surface Medical Esthetics, PLLC, d.b.a.: DCCM™, without notice. All patients are required to keep a valid credit card number on file. Balances due to insufficient funds, as well as due to late cancellation and no-show fees, will remain on your account, and a 20% charge will be applied to any unpaid balances for every 30 days past due. No further appointments may be scheduled until the balance is paid in full.

First Visit

To allow ample time to check in and complete the initial paperwork, please arrive at least 15 minutes prior to your scheduled appointment if you have not completed the forms online. The required forms will be sent in your appointment booking and text reminders to fill out at your leisure prior to your appointment.

Check In

To achieve a peaceful state of mind prior to your treatment, we request that you arrive at least 5 minutes prior to your scheduled appointment time if you are a repeat patient. Upon arrival, you can expect to be offered a fresh glass of spring water, tea, or coffee.

Late Arrival

Your punctuality is greatly appreciated so that we are able to dedicate the appropriate amount of time to your care. If you are late for a scheduled appointment, we will make every effort to accommodate your full appointment while avoiding delays of the scheduled appointments of other patients.  Our company policy offers two options:  1) You may opt to shorten your treatment to within the remainder of your appointment time.  We regret that late arrivals will not receive an extension of scheduled service times.  Abbreviated treatments are charged at full value, so please plan accordingly.  2) You may prefer to reschedule your appointment at a more convenient time; however, a cancellation charge will be incurred.  If possible, a missed appointment may be rescheduled within the same day to avoid a charge, if an opening is available.

Safety:

Your comfort and well-being are of paramount importance to us. Prior to your service, please inform us of any medical conditions, including pregnancy or possibility of pregnancy, nursing, injuries, allergies, high blood pressure, sun/tanning bed exposure, ailments, disabilities, or illness.  Our professionals will review these as well with you to help customize your treatment for your maximum benefit. 

Personal Belongings

Please leave all jewelry and valuable items at home.  Personal belongings are the full responsibility of the patient and should be kept within their possession at all times.  We are not responsible for lost, misplaced, or damaged items.

Spa Environment

To provide a tranquil environment for relaxation, we kindly ask you to turn off/silence your mobile phones and other electronic devices during each visit to the spa.  We also request that all guests consider the volume level of their conversations to maintain a serene atmosphere.

For safety reasons, the maximum occupancy for each treatment room is 2 people. Anyone accompanying you to your medical spa services is welcome to wait in the reception area or by the front desk.

For the health and safety of our clients and staff, smoking is not permitted in our facility.

Due to the nature of our treatments and the medical nature of our facility, pets are not allowed in the treatment rooms or relaxation area.  Only service animals are welcome to accompany patients to the treatment rooms.

While we love children, our environment is not conducive to babies and children under the age of 12, so please make appropriate arrangements prior to your visit. For safety reasons, all those under 18 years of age are not permitted in the treatment rooms unless undergoing a treatment with written parental permission, and must be supervised by an accompanying adult at all times. Patients arriving with children or pets will be rescheduled and charged the late rescheduling fee.

Prices and Services

Although we make every effort to keep our website and service menu updated with our most current information, please note that prices, services, and products are subject to change at any time without notice.  We encourage all patients to inquire about pricing and available services when booking their appointment.

Payments

Our medical clinic is limited to elective aesthetic medicine, and thus we do not bill insurance, nor will we provide super bills for HSA. Payment for all individual treatments is due on the day of treatment. All packages must be paid in full prior to the time of the first treatment.  All prices are subject to change without notice. We conveniently accept cash, Gift Certificates, Visa, Mastercard, Discover, and American Express.

Gift Certificates

Gift Certificates are available in any amount and may be used toward any service or product offered at DCCM™ (some restrictions may apply). Unfortunately, we are unable to process any returns or reimburse any payment transactions on gift certificates, even if lost, misplaced, or stolen.  Gift Certificates are not redeemable for cash. A gift card must be present in order to be applied. Please mention your gift certificate when making your appointment. DCCM™ gift certificates may not be used on model calls, as DCCM™ Academy is a separate registered business.

Gratuity

Gratuity is not customary for medical services performed by physicians, nurse practitioners, or nurses.  Gratuities for spa services are optional with estheticians and massage therapists.  Gratuities may be given to the aesthetician directly in the form of cash or check.  Credit cards are not accepted for gratuities.

Spa Promotions

Spa promotions and specials cannot be used in combination with any other offer, promotions, or third-party gift certificates. When presented with more than one discount opportunity, we will automatically give patients the discount of greater value at the time of purchase.

Promotions and Referrals

You may not combine any promotions, sales, package pricing, and/or referrals. You may not roll over any promotions, sales, or package pricing and or referrals. Essentially, what we are saying is you may not “extreme coupon” us.

Refunds/Returns

All sales are final, non-refundable, non-returnable, and non-transferable. This is non-negotiable. All services are final sale. All product purchases are final sale. We do not offer refunds on services rendered, even if you are disappointed with the result or outcome.  We do not offer refunds on purchased products. In accordance with federal law, we do not offer refunds or exchanges on prescription products for any reason.

Series of Treatments

All series or service package purchases are non-refundable and non-transferable. This is non-negotiable. All service packages and pre-paid treatments (except laser hair removal) must be used within 1 year of purchase, or they will expire. Laser hair removal packages must be used within 18 months of the date of purchase, or they will expire.

Revisional Treatment or Treatment of Complications

The practice of medicine and medical aesthetics is not an exact science. Although good results are anticipated, there can be no guarantee, expressed or implied, by anyone as to the actual results you may achieve.  We will always strive to achieve the absolute best result that we can for our patients. Occasionally, additional treatments and/or treatment for problems or complications may be required.  These could result in additional charges for which you may be responsible.  Your insurance, if you have it, may or may not cover the expenses related to actual complications or other medically-related problems arising out of your treatment. The practice does not provide superbills or bills to insurance.

Practice-Patient Relationship

Patients under 18 years old must present written permission from their parents or guardian prior to their first spa service. 

We love having you as a patient, but we do reserve the right to refuse service to anyone at any time, for any reason. Your provider may terminate the service, without refund, if inappropriate language, actions, or non-compliance occur or if the provider suspects you have body dysmorphia or are under the influence of any kind.

Full Informed Disclosure

Our policy is for you to love the results you achieve.  At every consultation and prior to each treatment, we always endeavor to ensure that you understand the full risks, benefits, and alternatives associated with each treatment.  Please be assured that our team will only recommend treatments and products that will benefit you specifically and that are medically appropriate for you. If you have any questions at any time, please ask, as we are here to help you!

Privacy Policy

We respect your privacy and are committed to protecting and securely managing all of the personal information you choose to share with us.  During your online visit, you may be required to share personally identifiable information, such as your first and last name, physical address, telephone number, and/or email address. We collect this information in order to facilitate the delivery of services and/or completion of an order.  We will never sell, share, or rent your personally identifiable information to third parties in ways different from what is disclosed in the privacy policies.