Frequently Asked Questions

We understand that there may be times when you won’t be able to make your appointment; however, we do require a 24-hour notice for rescheduling or cancelling to avoid a $100 fee.

We require a credit card on file to book an appointment. This includes appointments for services that you intend to pay for with a gift card as well as those that have been previously “banked” for future use. This card is only on file to hold your appointment and is standard in the service industry. You may change the form of payment to another card, cash, check, or Care Credit at the time of your appointment if you wish. Should you no-show or same-day cancel (a cancellation that occurs within 24 hours of your appt time), we will charge the card a $100 fee.

While we do understand things come up, we will reserve the right to request a deposit of $150 to book an appt for repeat offenders. This deposit will be applied to any services or products purchased at your appt. Should you no-show or same-day cancel for this appointment, the $150 deposit becomes non-refundable.

When you schedule an appt with us, you are agreeing to these policies, but do not worry, you will not be charged unless you no-show or same-day cancel. Please have your credit card available when booking.

Thank you for your understanding and cooperation as we strive to best serve the needs of all our patients.

Well Labs+ MedSpa Charleston requires payment for services immediately following treatment. For promotional pricing, monies paid up front are non-refundable. They may be shifted to another treatment option offered at Well Labs+ MedSpa Charleston; however, the discount only applies to the treatment option associated with the promotion offered. Therefore, only the amount paid can be used for the full price of the substituted treatment option. In the event that multiple treatments are required over multiple visits, Well Labs+ MedSpa Charleston requires 100% payment in advance of the first treatment. In some cases, by request, Well Labs+ MedSpa Charleston will allow for a 50% deposit in advance of the first treatment (for service packages involving multiple visits). The balance will be due before the final treatment is performed.

When services are pre-purchased, they must be used within 9 months of the purchase date, unless otherwise stated. Laser Hair Removal sessions are good for 1 year from the date of purchase.

Well Labs+ MedSpa Charleston guarantees your satisfaction on all product sales. If you are dissatisfied with any product purchase, we ask that you please notify us and return the unused portion of the product within 7 days and we will issue a full refund on that individual product. We do not offer price adjustments. However, if we offer a sale on a product within 7 days of your purchase, you may return and repurchase any unopened product at the sale price.

Defective Products:

If you are outside of our return period, and your product is defective we want to help. Contact us by phone or email, and a team member will swiftly assist you. The replacement terms vary from brand to brand, but we want to make sure you are satisfied completely.

All gift card purchases are final. Gift cards cannot be returned or exchanged. We are not responsible for lost or stolen gift cards.

Please allow up to two weeks for the return to be processed, at which time a refund, credit or exchange will be made. If you wish to inquire about your return please call or email us! We reserve the right to refuse or deny any return requests or refunds at any time based on policy or program abuse.

When you purchase filler with us, we want to ensure that you receive safe and effective treatment. As a result, when we open a syringe of dermal filler to treat you, we will advise that you use the full syringe during your appointment. Should you not need or want the full syringe to treat the desired area, we can always inject the product elsewhere. Example: If you come in to treat your cheeks and have a tiny bit of product left, we can easily add it to your nasolabial folds, lips, etc.

Since most syringes only hold 20-30% of a teaspoon of product, it is our experience that anyone who is a qualified candidate for filler can always save whatever small amount may be remaining in an open syringe for another area. Additionally, the majority of products we use are Hyaluronic Acid based and can be used in multiple areas of the face.

Due to safety, we will not keep any open filler for later use. We are happy to add to any other area but cannot store unused filler. There are unfortunately no exceptions to this rule.

We are pleased to allow you to reserve or “bank” services at our practice for future use. This policy of allowing you to purchase services now and use them in the future is just one way we remain committed to customer service and strive to offer you flexibility to meet your skin needs and budget.

An example of service banking would be that we offer a special sale or promotion and you really want to take advantage of it but do not need or want the service at this time. Let’s say you want to take advantage of an offer for a deep discount on neurotoxin if you purchase 60 units or more, yet you just had a recent neurotoxin treatment and are not due for another yet. By permitting you to bank this treatment for future use, we are enabling you to take advantage of special savings now without requiring that you use them immediately. Most of our patients really appreciate this benefit.

Our ground rules around banking of services are as follows:
1.) All banked services expire nine months from the date of purchase (no exceptions). Laser Hair Removal is the only exception and may be used for 12 months from the date of purchase.

2.) Banked services are non-refundable. Should you decide against your banked treatment, you have a couple of options as long as you are still within your 270-day purchase window:

-You may transfer the banked service to a friend, spouse, or family member.
-You may receive an in-office credit for the purchase amount to use towards another service of your choice.

3.) Should you desire to spread your banked injectable services out amongst multiple appointments, we do charge an injector fee at each subsequent appt. The injector fee is $30 for a neurotoxin appointment and $50 for a dermal filler appointment. For example, you may purchase 100 units of toxin at a discounted rate but only want to do 20 units at a time. This is permitted, but after your first treatment session, you will have to pay the injector fee moving forward.

Similarly, when you purchase a bundled laser treatment to get special savings (e.g. you purchase a Face, Neck, and Chest laser session as opposed to buying the areas a la carte), you must use them in the same bundled way you purchased them or you are required to pay a $100 additional appointment fee.

Please note: We offer such a variety of specials and promotions during the year to include our super popular Black Friday Sale. Unfortunately, we are not always able to remind you that your expiration date is coming up. We do our very best, but ultimately, this is your responsibility.

Should you become pregnant, have to undergo medical treatment that prevents treatment, or any other multitude of valid reasons for not being able to use your banked services during the 9 months, we ask that you kindly notify us as soon as possible so that we can do our very best to work with you.

New patients are not required to pay a fee to book their first appointment! However, a credit card on file is required at the time you book your appointment. We will only charge a $100 fee if you fail to show up for your appointment or cancel with less than 24 hours’ notice.