POLICIES

Because each appointment is reserved specifically for you, we respectfully request advance notice if your schedule changes.

Rescheduling & Cancellations

Appointments must be cancelled or rescheduled at least 72 hours before the scheduled appointment time.

Appointments cancelled with less than 72 hours' notice will incur a $250 late cancellation fee per reserved appointment.

Late cancellation fees are retained as compensation for reserved provider time and are not applied toward future services.

Same-Day Cancellations & No-Shows

Patients who fail to arrive for their appointment or cancel on the day of their appointment will be charged 100% of the scheduled service fee associated with the reserved appointment.

This policy applies regardless of whether a deposit was collected.

Appointment Confirmations

Patients are responsible for confirming scheduled appointments through our appointment system.

Appointment reminders are provided as a courtesy and are not guaranteed. Failure to receive an email, text message, or app notification does not waive cancellation or no-show fees.

Patients are responsible for maintaining accurate contact information and monitoring appointment notifications within Vagaro.

Appointments that remain unconfirmed may be subject to cancellation at the practice's discretion.

How to Contact Us

Appointment changes must be made by:

• Calling or texting our office

• Emailing info@aiyanaatelier.com

Social media messages, direct messages, or comments are not accepted for appointment changes.

Certain appointments, consultations, devices, and procedures require a reservation deposit.

Unless otherwise stated, deposits are applied toward the scheduled service.

Deposits may be forfeited when appointments are cancelled outside the cancellation policy.

Financial Responsibility

Patients are responsible for all balances due at the time of service unless other arrangements have been made. A valid payment method may be required to reserve appointments and for membership participation.

Balances remaining after services are rendered may be charged to the payment method on file in accordance with the signed financial agreement.

Returned checks, chargebacks, or declined payments may result in suspension of future appointments until the account is brought current.

Membership benefits are governed by each membership's individual Membership Agreement.

Members are responsible for maintaining an active payment method and complying with the minimum membership commitment.

VIP Membership

Promotional gift cards may not be used toward monthly membership dues.

Annual skincare treatment credits must be used during the applicable membership year and do not roll over into future years unless otherwise stated in the Membership Agreement.

Unused credits expire at the end of the applicable benefit period.

Patients participating in Aiyana Atelier Wellness are responsible for the proper handling and storage of all prescribed medications after they have been dispensed.

Wellness Membership & Medication Fulfillment

Our wellness programs are structured as ongoing membership-based care, similar to a concierge medical practice or fitness membership. Your monthly membership supports continuous provider oversight, medical management, care coordination, prescription review, and access to your personalized treatment plan—not solely the medication itself.

Monthly Membership & Medication Refills

Members are responsible for requesting medication refills with adequate notice.

To help prevent interruptions in therapy, refill requests should be submitted at least 7–10 days before medication is needed.

Because medications are prescribed and ordered specifically for each patient, unused monthly benefits do not roll over to future months. If a refill is not requested during the applicable billing cycle, medications are not automatically accumulated, banked, or owed at a later date.

Membership fees continue according to the Membership Agreement regardless of whether medications are requested during a particular month.

Should a patient pause treatment or require a clinical reassessment, the prescribing provider will determine the appropriate next steps based on medical judgment.

Prescription Timing

Medication fulfillment depends upon provider approval, prescription processing, pharmacy turnaround times, inventory availability, and shipping. While we strive to avoid interruptions, Aiyana Atelier cannot guarantee same-day or expedited prescription fulfillment. Patients are encouraged to request refills early to allow sufficient processing time.

Medication Responsibility

Once medications leave our office or pharmacy, patients assume responsibility for their safekeeping.

Lost, stolen, damaged, improperly stored, frozen, overheated, or otherwise compromised medications are the responsibility of the patient.

Replacement medications require a new prescription, when appropriate, and additional payment.

Replacement prescriptions are issued solely at the discretion of the prescribing provider and in accordance with applicable medical standards and Virginia law.

Medication Storage

Patients agree to store medications according to all provided instructions, including:

• Refrigeration when indicated

• Protection from freezing

• Protection from excessive heat and direct sunlight

• Secure storage away from children and unauthorized individuals

Failure to store medications appropriately may reduce effectiveness and may require replacement at the patient's expense.

Refunds

Due to federal and state regulations governing prescription medications, compounded medications, and biologics, these items cannot be returned, exchanged, or refunded once dispensed.

Limitation of Responsibility

To the fullest extent permitted by applicable law, Aiyana Atelier is not responsible for medications that are lost, stolen, damaged, improperly stored, or rendered unusable after dispensing.

Nothing in this policy limits any rights or remedies that cannot legally be waived under Virginia law.

Product Returns

We proudly stand behind the quality of the products we carry.

If you are dissatisfied with an eligible retail product or experience an unexpected reaction, unopened or gently used products from the following brands may be returned within 30 days of purchase for store credit or exchange equal to the original purchase price:

• Aiyana Atelier Private Label

• PCA Skin

• RevitaLash

• Nutrafol

• Skinade

Products must be returned within 30 days of the original purchase date.

Customers are responsible for any return shipping costs, including insurance. Aiyana Atelier is not responsible for items lost or damaged during return shipment.

Prescription products, compounded medications, and any products prohibited by law are not eligible for return.

Gift cards are non-refundable and cannot be redeemed for cash except where required by Virginia law.

Gift cards may be transferred or gifted to another individual.

Gift cards may not be used toward membership dues or other exclusions as outlined in the applicable membership agreement.

Promotional offers, event pricing, and limited-time packages are subject to the specific terms disclosed at the time of purchase.

Unless otherwise stated:

• Promotional purchases expire on the stated expiration date.

• Promotional pricing cannot be combined with additional discounts.

• Promotions have no cash value.

• Promotions are non-transferable unless expressly stated otherwise.

• Services included in promotional packages must be redeemed by the purchaser.

• Promotions may have limited quantities and are available while supplies last.

12 Days of Aiyana

Unless otherwise specified, 12 Days of Aiyana purchases expire on November 15 of the following calendar year. Services must be booked and completed before the expiration date.

Promotional offers cannot be exchanged, substituted, or redeemed for cash.

To maintain a safe, relaxing clinical environment, we kindly ask that children and additional guests not accompany patients to appointments unless they are receiving treatment or require a caregiver for medical assistance.

Children may never be left unattended within the practice.

Clinical photographs are an important part of your medical record and may be taken before and after treatment to document progress and assist with treatment planning.

Photographs used for marketing or educational purposes are always subject to separate written authorization and are never required for treatment.

Information provided on this website is intended for educational purposes only and should not be interpreted as medical advice. Individual treatment recommendations require consultation with a qualified medical provider.

Aiyana Atelier is committed to making our website and patient experience accessible to all individuals. If you require assistance accessing information or scheduling care, please contact our team.