IVONNE Service Agreement

Terms and Conditions

The provisions in our Terms and Conditions and Polices are in addition to your rights as a consumer.

IMPORTANT NOTICE - READ CAREFULLY BEFORE YOU SCHEDULE AN APPOINTMENT

You are scheduling a consultation or an appointment for one of the available treatments - what's next? We want you to understand (and it is in your best interest to know) what the terms of service are, the limitations, your obligations, and responsibilities. Please take the time to read through this Service Agreement before you make an appointment. Bolded and italicized terms are defined in this agreement.

Overview

This Agreement sets forth the terms under which you may subscribe, purchase, or receive services and/or products from or through IVONNE, INC. (“IVONNE^®”), all as defined below. This Agreement applies if you schedule any consultation, or appointment, obtain products, or receive services or treatments directly from IVONNE^® or through an 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, 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

(a) “Client” means any individual, natural person, who receives, schedules, or plans to receive or purchases any service or product from IVONNE^®.

(b) “Service” means any service available and listed in the scheduling system at IVONNE^®.

(c) “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.

(d) “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.

(e) “We”, “Us”, or "Our" refer to IVONNE, INC. ("IVONNE^®")and any services provided by us, partners, agents, or suppliers.

(f) “Estimate” 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.

(g) “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.

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

(i) “Appointment” means a scheduled service and time logged in our scheduling system.

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

(k) “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.

(l) “Permanent Makeup”, or "semi-permanent Makeup" means any form of cosmetic tattoo treatments, namely "Microblading", "Nano Brows", "Eyeliner Tattoo", "Lip Tattoo", "Freckle Tattoo", "Beauty Mark Tattoo". The word "permanent" is not a guarantee of retention but rather a caution that pigment could last longer than expected.

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

Eligibility

Those who have received an official cost estimate (quote) or have received a (virtual) consultation and have been recommended to schedule a specific appointment type are eligible for services at IVONNE^®. Those who have received a consultation are eligible to purchase and use products available through IVONNE^®, its website shop.ivonne.ca, or alumiermd.ca.  Clients who meet the qualifications for permanent makeup or clinical skincare services and who do not have any contraindications are eligible to schedule services, or purchase products from IVONNE^®.

Clients agree to only use those products for which they have received a consultation or recommendation, and in accordance with the instructions provided by IVONNE^®, or in accordance with the manufacturer's instructions. This includes any samples provided.  Clients agree not to use any product either by itself or in combination for any other purpose including off-label uses.

Clients with no-shows, recurring late arrivals, or repeated canceling and rescheduling constituting an abuse of schedule will be restricted from appointments.

Contacts with online reviews of any business that are seen as abusive made without any intention of resolution, or contacts with a history of primarily poor reviews only may be prevented from using services and products at IVONNE^®.

Contacts where IVONNE^® deems that a conflict of interest exists, or is likely to exist, may not be eligible to receive services.

IVONNE^® reserves the right to refuse service at any time, and for any reason.

Mandatory Health Insurance

Although the treatments and products provided by IVONNE are not covered under any provincial health plan, it is imperative for the safety and well-being of our clients to possess and maintain valid health insurance coverage in Canada.

Mandatory Health Insurance: All potential and existing clients ("Clients") of IVONNE are required to possess and maintain valid and sufficient health insurance coverage under a Canadian health insurance plan, which provides coverage for medical needs, treatments, and emergencies that may arise directly or indirectly from the services and treatments provided by IVONNE.

Proof of Insurance: Clients may be asked at any time to provide proof of their current health insurance coverage. Failure to provide such proof upon request may result in a delay or denial of services until such proof is furnished. Our cancellation and rescheduling policies and penalties are applicable to this provision.

Client Responsibility: It is the sole responsibility of the Client to ensure that their health insurance provides adequate coverage for any medical needs, treatments, or emergencies that may arise in connection to the services received from IVONNE. IVONNE will not be held responsible for any medical expenses incurred due to insufficient insurance coverage.

Scheduling Appointments

We aim to give all our of our clients our fullest attention and the best quality service. Please schedule your appointment in advance so that we may secure a preferred time for your treatment.

A credit card is required at the time of scheduling in order to make an appointment. This measure protects against SPAM and fraudulent appointments.

All appointments are the responsibility of you the client and must be made or changed online in our Acuity Scheduling system. If any technical difficulties please contact us on Instagram, or Facebook Messenger. Alternatively, you may reach us by email at hello@ivonne.ca. For any appointment made on your behalf by IVONNE^® the Terms and Conditions as well as our policies still apply.

Online Scheduling

The online scheduling system (“Acuity Scheduling”) allows convenient online scheduling. By proceeding to make a scheduling you agree to read both the pre and after care instructions AND read and complete the waiver (client consent form). You agree to allow SMS and/or e-mail reminder alerts to minimize the possibility of late or missed appointments. You also agree to log the appointment date and time in your own personal calendar.

By creating an appointment in the scheduling system you agree, and are making a declaration and statement to us that you are in fact eligible for the appointment.

Patch / Sensitivity Test

A patch sensitivity is available to all clients for permanent make-up, tinting, and treatments. This patch sensitivity test is available upon request prior to scheduling your initial treatment and no later than 72 hours prior to the appointment and is subject to availability.  Sensitivity requests are the sole responsibility of the client. You acknowledge that you have been offered the opportunity to undergo a patch test to ensure compatibility with the product or service prior to scheduling any treatment. You further understand that a patch test is designed to minimize the risk of any adverse reactions. Patch tests are a method used to identify potential adverse reactions, but they do not definitively ensure that such reactions will or will not occur. You confirm that you have either:

a) Already completed a patch test appointment and been informed of the results; or
b) Chosen to forego the patch test opportunity.

In any event, you fully assume all liabilities and associated risks, both known and unknown, that may arise as a result of participating or forgoing this precautionary measure and any subsequent and related treatments.

You further acknowledge that you will have to recertify your Patch/Sensitivity Test options;
a) should the equipment at IVONNE undergo replacement, maintenance, or service, or where the manufacturer or supplier’s training undertaken by the laser technician performing the treatment specifically instructs that a skin patch test is required; or
b) should a new area of the body is scheduled to be treated.

More information about our Patch / Sensitivity test can be found in our Patch Test Policy here.

Appointment Confirmation Fees

A non-refundable Appointment Confirmation Fee will be charged at the time of scheduling (may appear as “Deposit” at the bottom of scheduling forms).  The Appointment Confirmation Fee may be transferred to another available date when you reschedule at least 72 hours before the scheduled appointment. The Appointment Confirmation Fee is applied towards your service price at the completion of your service upon check-out. Appointment Confirmation Fees are non-refundable and non-transferrable without any exception, but may be applied to other products or services subject to the cancellation policy. 

All model spots scheduled as “models” or services received as part of our training program require 100% payment at the time of scheduling and are non-refundable.

Assignment

You shall not assign any appointment or treatment or any interest therein (including any monies on file) without the advanced written consent of us and any such actual or attempted assignment shall entitle us to cancel such assignment without any advance notice to you.

Animals in Personal Service Settings

In accordance with O. Reg 136/18 Personal Service Settings IVONNE^® is unable to accept any animals on site at 0116-320 Queen Street. All clients and visitors are asked not to bring their animals with them to their service appointment.

Appointment Times and Durations

The appointment times listed next to the service name in the calendar are to be used as a guideline only. There is no guarantee that an appointment will require all of the allotted time, and appointments that do not use up all of the time do not result in bankable time. Time required outside of the allotted time will be billable at the published rate.

Prepaid Service Purchases from IVONNE^®

All services purchased through our website are non-refundable, however they may be used towards the purchase of any other product or service, including skincare and cosmetics as shop.ivonne.ca, or training on academy.ivonne.ca, subject to our policies.

Follow-Up Appointments

A member of the IVONNE team may contact you by phone, email, or SMS leading up to your next eligible treatment appointment, however, it is the sole responsibility of you the client to schedule and time your own treatments according to advice received by IVONNE, and in accordance with your eligibility as it may change from time to time.

Permanent Makeup (Eyebrow, Eyeliner or Lip Tattoo) and Camouflage Tattoo

It is the responsibility of all clients to schedule any touch-up between 30 and 90 days after the initial treatment. The availability of touch-ups and their prices are reserved for existing clients and subject to the touch-up schedule and price structure as noted in the service pages, and aftercare guide(s). Clients who choose not to pre-schedule their follow-ups, including annual colour boosts, acknowledge and agree that these important appointments may not be available to them later. By not following the recommended timelines below clients may be ineligible for select treatments and may be required to start their initial treatments over again.

Do you have a follow-up/touch-up appointment that doesn't quite fit with the timelines above? Send us an official cost estimate request, uploading a photo of the area to be treated, and we'll provide you with a quote.

Annual Touch-Ups and Elective Corrections

Any Permanent Makeup appointment made 3 months after the initial treatment is payable as a colour boost. If a third session is required for any permanent makeup additional charges will apply; please refer to the price list. Touch-up appointments are for one appointment only.

Corrections and Fixes

Cost estimates to correct work performed by other providers or clinics will be will be provided at the consultation only after an assessment of existing shape and colour. There is no guarantee that correcting any work performed by other providers will be possible. Correction work may require removal, and/or multiple treatments.

Ongoing Maintenance (Permanent Makeup)

Permanent make-up fades over time. You should expect to come back for a maintenance colour boost visit approximately every 12 – 18 months for eyebrows. It is the client’s responsibility to ensure that they have scheduled their annual appointment before leaving the clinic, or well in advance.  Some factors will cause premature fading of your permanent make-up more quickly. These factors (as outlined in the waivers) include:

Sunbathing or Sun beds;

Using Retin A cosmetics or containing AHA’s, Glycolic or Vitamin A;

Any skincare products that are not approved for use and sale in Canada

Excessively oily skin

Microdermabrasion, chemical peels or any exfoliating treatments available on our website and the instructions provided to you by your provider.

By scheduling any of our services you agreed to read and follow the precare and aftercare instructions found in the “pre/aftercare guides" found in the links of your appointment confirmation email. A copy of these same instructions are available upon request by emailing reception@ivonne.ca. Clients who schedule a service appointment before receiving a consultation may not receive the precare and aftercare instructions in a timely fashion. It is the responsibility of clients alone to ensure that they obtain a copy of precare and aftercare instructions before scheduling any service appointment.

Microneedling

Laser Treatments

Chemical Peels

 

Testers, Samples, and Dramming Policy

By using any samples, or testers available through our clinic you agree to only use products at the reception and experience desk through the consultation and advice of a provider. When applying a sample or test product you agree to apply the product using a single-use, disposable applicator, and not directly from the original container. Using sample or tester product from the original container carries the risk of contracting a bacterial infection or other communicable disease. If receiving a sample of product made available through dramming, then you agree to use the product in accordance with the instructions provided to you by IVONNE. You agree that no guarantee can be made as to the efficacy of the product when transplanted into another sample container or package, and that IVONNE or its suppliers cannot be responsible for the performance or reaction in connection with this sample.

Health, Safety and Regulatory Obligations

IVONNE^® is a Professional Aesthetic Clinic offering Permanent Makeup, Laser, and Skincare treatments ("Personal Service Setting") under the Health Protection and Promotion Act, R.S.O. 1990, c. H.7. and complies with O.Reg 136/18 and the Regulated Health Professions Act, 1991, S.O., c.18.  As a Personal Service Setting we are obligated to collect the personal information of our clients, including any medically relevant information, in order to identify and inform our clients of any risks associated with their procedure. We keep all client data safe and strictly confidential. It is necessary for you to complete and sign the consent BEFORE proceeding with any service. Failure to do so will result in your forfeiting any right to monies, complaint, or remedy. The consent serves as an important checkpoint that qualifies you for our services.

When scheduling, please notify us if you are pregnant, breastfeeding or of any serious health concerns that could affect treatment, so we can advise on the best and safest experience for you. Pregnancy, breastfeeding, and serious illness are contraindications from all permanent makeup treatments. We may refuse requests for permanent make-up, or camouflage tattoo, which we consider to be inappropriate or if there may be a risk that violates health and safety best practices or standards.

It is the client’s responsibility to ensure that they are a suitable candidate for any service BEFORE requesting an appointment.  All clients are responsible for conducting their own due diligence and not rely on social media posts or single photos alone to make cosmetic service decisions.  We reserve the right to withhold any monies already paid in the event that we are unable to perform a treatment.

All Permanent Makeup, Camouflage Tattoo, Semi-Invasive Procedures or Professional Skincare Treatments require that the client is:

• At least 18 years of age
• Not pregnant or breastfeeding
• Without any acute skin conditions such as psoriasis, eczema, undiagnosed rashes or blisters on the area to be treated
• Without any blood disorders
• Without healing disorders or uncontrolled high blood pressure
• Does not have any open sores, wounds, infection, signs of infection, or trauma in the areas to be treated.

For the protection of its workers and other clients IVONNE^® reserves the right to deny service to any client who has received service from another Personal Service Setting that:

a) Has been found to be non-compliant with Public Health office within 12 months of their visit, or

b) Where the other Personal Service Setting has not been inspected (e.g. home spa)

Reporting Health and Safety Infractions

If you see something that may be a safety risk to a member of the public or to our team then you agree to notify the management directly by emailing health-safety@ivonne.ca.  Public safety is our number one priority. Please be sure to include the date and time and any specifics that relate to the safety issue.  It is very important that you report any matter to us immediately so that we can first contain the issue and resolve any broken processes.  We should never hear of a safety concern for the first time from a public health or labour officer complaint – by then it is already too late.

When you schedule a treatment, you agree to receive only those treatments that are listed in our online scheduling system and for which you have been pre-qualified and have provided prior consent. You also agree to notify our office if you are offered any treatment that is not listed in our scheduling system. If you choose to proceed with any treatment that is not officially offered and do so without first notifying our office, you agree to accept all associated risks, known and unknown.

Non-Solicitation

By scheduling an appointment in our scheduling system you agree that during the term of this Agreement and for twelve months after the termination or completion of this Agreement, you shall not solicit, induce, or attempt to solicit or induce, any employees, agents or representatives of, or contractors of IVONNE^® to provide any service trades in exchange for any products or services. IVONNE^® has an ongoing marketing program that is dedicated to offering service and product trades only with pre-qualified candidates ("influencers") for which IVONNE^® has an agreement with.  Please don't offer trades with our employees, especially without the knowledge of the management.

You shall not solicit, induce, or attempt to solicit or induce, any employees, agents or representatives of, or contractors of IVONNE^® to terminate their employment, contract, or business relationship with IVONNE^®.

Confidentiality

By scheduling an appointment or visiting our physical clinic site, you may be exposed to client consultations, or conversations, including appointment services, client purchases at our reception desk. You may be on site and observe another client receiving services or products who would ordinarily not be seen in public e.g. a public figure, member of parliament, or other "high profile" person. During your appointment with us you may also be exposed to, or learn directly or indirectly confidential or proprietary information about the nature of our business ("trade secrets"). You agree to hold any and all information about any client or trade secret in highest confidence. This provision survives this agreement indefinitely.

Force Majeure

IVONNE^® shall not be liable or responsible to any person, nor be deemed to have defaulted under or breached this Agreement, for any failure or delay in fulfilling or performing any term of this Agreement (except for any obligations to make previously owed payments to the other Party hereunder) when and to the extent such failure or delay is caused by or results from acts beyond the impacted Party’s (“Impacted Party”) reasonable control, including, without limitation, the following force majeure events (“Force Majeure Event(s)”) that frustrates the purpose of this Agreement: (a) acts of God; (b) flood, fire, earthquake or explosion; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order or law; (e) actions, embargoes or blockades in effect on or after the date of this Agreement; (f) action by any governmental authority; (g) national or regional emergency; (h) strikes, labor stoppages or slowdowns or other industrial disturbances; (i) epidemic, pandemic or similar influenza or bacterial infection (which is defined by Health Canada and/or the municipal or provincial Public Health Office as virulent human influenza or infection that may cause global outbreak, or pandemic, or serious illness); (j) emergency state; (k) shortage of adequate medical supplies and equipment; (l) shortage of power or transportation facilities; and (m) other similar events beyond the reasonable control of the Impacted Party.

Interpretation: IVONNE^® may, at its sole discretion under the circumstances above choose to cancel, postpone, or reschedule any performance including but not limited to service, appointment, or product delivery without any penalty or further obligation.

Cancellation

Unless indicated otherwise, all appointments must be scheduled, changed, or canceled online through the Acuity Scheduling Application at ivonne.acuityscheduling.com. Appointment requests should not be made by telephone, voicemail, email, or direct message. Having clients manage their own appointments directly avoids any confusion about the date, time, and other important details. It is the client's responsibility to ensure that cancellations or changes are effected in the calendar.

If you are unable to come in for a scheduled appointment you must change your appointment online no later than 72 hours before your scheduled time to avoid a charge and/or loss of any Appointment Confirmation Fees.

For select appointments, either a non-refundable Appointment Confirmation Fee or full prepayment will be applied at the bottom of the scheduling form.

For appointments rescheduled or canceled with less than 72 hours’ notice or for no-shows, a fee equal to 100% of the service and applicable taxes and merchant fees will apply to the credit card on file. It is not possible for IVONNE^® to fill appointments on such short notice.

Appointments made under clearly labeled "Advanced Pay" conditions are not eligible for cancellation or rescheduling.

Cancellations Due to Weather

Clients are responsible for staying in touch with their local weather forecasts. IVONNE cannot accept responsibility for cancellations, rescheduling, or no-shows owing to weather events with forecasts that have been predicted longer than 72 hours.

Late Arrivals

Clients who arrive later than 15 minutes for their scheduled appointment may have their appointments cancelled at the discretion of IVONNE^® and IVONNE^® reserves the right to charge up to 100% of the cost of service to your credit card on file. Your late arrival delays client appointments that come after you that day.

IVONNE^® reserves the right to refuse service or require 100% payment in full to clients with perpetual cancellation and rescheduling activity. (e.g. 3 consecutive rescheduling events).

It is the responsibility of the client to schedule any touch-up, follow-up, or recurring service appointment in advance, and in accordance with the recommended timelines.

* Rescheduling due to government mandated closure of IVONNE^® will not impact Appointment Confirmation Fees and they will be maintained on file for use at a later date. Clients will not incur fees should IVONNE^® be forced to close due to government law. Clients are responsible for rescheduling their own appointments.

Environment and Client Conduct

As our setting is a place of relaxation we kindly ask that you refrain from using your mobile phone, keeping it on “silent” during your time at IVONNE^®, and that you respect the calm environment. The use of profanity, aggressive, and rude behaviour will not be tolerated. 

Appointments

Please arrive no later than 10 minutes of your appointment start time. Late arrivals cause us to reduce treatment time or cancel the treatment altogether, with Appointment Confirmation Fee loss and/or cancellation charge being incurred.

Multi-Party Appointments (Scheduling With Friends & Colleagues)

When making an appointment with or for friends, colleagues, or family members IVONNE^® cannot guarantee that you will be able to experience your appointment together, or that your services will start and end in the same time frame.  This is outside of our control, though we will do our very best to accommodate. Please do let us know at the time of scheduling if you are reserving for a party of 2 or more. Please keep in mind that we must receive the name and contact information for anyone who is receiving service. Those listed in scheduling system are responsible for any cancellation fees and are subject to all of the policies and Terms and Conditions.

Photography and Video Surveillance

IVONNE^®’s location uses video surveillance technology for the safety and protection of our clients, team members, and property.  All video information is securely stored and managed in accordance with the prevailing privacy legislation. Our security system is restricted and inaccessible to anyone outside of IVONNE^®.

Photos and videos of clients are occasionally taken before and after the procedure for the purposes of building the client profile, to monitor product retention, and to meet our record-keeping obligations.  Where clients consent, any images may be used for advertising and marketing purposes on social media sites and on our related websites.  Clients may indicate their consent in the waiver (client consent).  Any consent does not entitle the client to any royalties or revenues associated with the use of their likeness.  Similarly, IVONNE^® is not responsible for any damages arising from the use or publication of client likenesses.

Virtual consultations are recorded to meet our record-keeping obligations.

Clients are permitted to take photos of themselves in the designated "selfie" area in front of the mirror but are prohibited from taking photos or video of any other areas, persons, objects, equipment or technology.

 

Consent to Be Photographed

Where the client has agreed and consents to be photographed;

Consent to be photographed for public use is optional. If you prefer not to be photographed or recorded for public purposes please choose “no" when scheduling an appointment.

Some photography is otherwise necessary in order to build a proper and effective service record, or to track the progress or change of treatments received over time.

By participating as a client, I permit, authorize, and license the provider(s) and IVONNE^® and their employees, officers, directors, contractors, and agents of each and all of them ("Authorized Persons"), to display, publicly perform, exhibit, transmit, broadcast, reproduce, record, photograph, digitize, modify, alter, edit, adapt, create derivative works, exploit, sell, rent, license, otherwise use, and permit others to use my image, likeness, and appearance, and all materials created by or on behalf of my participation that incorporates any of the foregoing ("Materials") on a perpetual basis throughout the world and in any medium or format whatsoever now existing or hereafter created for publicity, advertising, and marketing purposes, and for any purpose they deem reasonably appropriate, without further consent from or royalty, payment, or other compensation to me. I agree that all right, title and interest in and to all such Materials is the exclusive property of the Authorized Persons. I understand that the Authorized Persons may keep or use the Materials now and in the future. I understand that although the Authorized Persons will endeavour to use my image, likeness, and appearance in accordance with standards of good judgment, they cannot warrant or guarantee that any further dissemination of my image, likeness, and appearance will be subject to their supervision or control. Accordingly, I release the Authorized Persons from all liability or responsibility that may arise from the acts that I have authorized or consented to in this Section.

Consent for Photography including video is indicated in the client intake form at the time of scheduling in the Acuity Scheduling system. By leaving the checkbox “blank” no consent exists. When selecting the checkbox this indicates that express consent has been provided.

Revocation of Consent For Photography

In order to revoke consent in connection with any photo, please send an email to reception@ivonne.ca. Please be sure to include a screenshot of the photo and the webpage, ad, or social media post or any other asset that inspired the revocation.

IVONNE^® will take all such reasonable steps to remove any photo, video, or likeness, however once anything is published on the internet IVONNE^® cannot accept any loss of control for where images or likenesses may end up.

Payments

IVONNE accepts most major credit cards, Interac Money Transfers, and PayPal. Payment is accepted by debit, credit cards or cash (Canadian Dollars) only, and personal cheques are not accepted.  The prices listed for all services or products will indicate whether they exclude or include HST and are subject to change at any time and without notice. *NOTE: IVONNE^® does not take payment or credit card information by phone.

All forms and methods of payment must be made in the same name of the person receiving the services. IVONNE^® does not accept credit card payments where the credit card name does not match the name of the client.

Credit Card Authorization

You authorize IVONNE, Inc. to charge your credit card for the balance owing at the scheduled appointment time listed at the time of scheduling. You understand that your information will be saved to our file for future transactions on your account. You understand that if the credit card expiry date is due to expire before your appointment time then you may be required to: provide updated credit card details, or pay the anticipated treatment balance in full. Without a valid credit card on file IVONNE reserves the right, but not the obligation to cancel this appointment until a new credit card is secured. Any appointment cancellation by IVONNE due to expired credit card data does not release you from your obligations under this agreement.

This authorization will remain in effect until cancelled. This information will be processed by Square, Inc., Stripe, Inc, and First Data Canada, Ltd and may be stored in Canada, the United States of America, and other countries.

Disputes and Card Chargebacks

By scheduling an appointment or purchasing products through our website you agree not to open a dispute or credit card chargeback without first notifying IVONNE^®. Surprise chargebacks where we have not first received notice of concern, request, or complaint will be subject to a $200 administration fee.

Refund Policy

All services and products are non-refundable and may not be exchanged. In the circumstances where a refund may be paid by IVONNE^® due to an administrative or technical error the amount shall be refunded directly to the original form of payment only. Refunds can only be issued to the original client and to the original method of payment.

Refer to the Consumer Protection Act to learn more about your rights and responsibilities as a consumer.

More details on our refund policy can be read on our website at www.ivonne.ca/policies.

Gift Certificates

Gift certificates are available for any of our services. Please see the file menu of www.ivonne.ca website for additional information and ordering.

Promotion and Discount Policy

In order to schedule an eligible promotion price clients must mention the offer upon scheduling, and have a screenshot of the offer or a copy of the relevant email or flyer and present it upon check-out/payment.  Any rescheduled appointments are not eligible for promotional or discounted pricing, subject to the discretion of IVONNE^® and its stakeholders. IVONNE^® reserves the right to cancel or refuse any promotion or offer without obligation.

Clients are responsible for proactively scheduling their touch-ups and annual follow-ups for Permanent Makeup and are discouraged from holding out for an offer or promos e.g. Black Friday events. There are no guarantees that promotional offers will occur at predictable intervals, or at all.

Offers, promotions and discounts (including packages) are non-transferrable, and are applicable towards new purchase or appointment scheduling only.

Model Services

You agree that any service received under model pricing, or as a model in our trainee program is subject to different terms as outlined below.

Model services may require additional time and multiple appointments in order to complete the service. These appointments may use different tools, products, and protocols that are outside our usual service offering. As such youradditional, and ongoing cooperation and patience is required in order for everyone to benefit from the purpose of modelling or training. The availability of model appointments are limited and offered based on the learning and techniques are being trained.  Model spots are not guaranteed and signing up as a model does not protect the price of any service. Model spots are not automatically included in the waitlist. All model services are to be paid in full in advance and are non-refundable. Models are subject to the same policies and terms in this Agreement.

Client Satisfaction Policy

If you are unhappy with the results, service, or any other aspect of an experience with IVONNE^®, or its employees, officers, directors, contractors, and agents of each and all of them ("Authorized Persons”) you agree not take to the internet to air your grievances, or make comments which may be understood to be disparaging about IVONNE^®, either in any online forum including but not limited to: Better Business Bureau (“BBB”), Google Reviews, Facebook Reviews, Instagram, Facebook, or Twitter.

You will instead first contact Ivonne Sanchez privately in order to allow IVONNE^® (or their Authorized Persons) to work with you to find a solution. You agree that the aforementioned review platforms are not a place to resolve ongoing matters. You agree that if you have a history of leaving unresolved reviews on the internet that you are not a qualified candidate to receive services at IVONNE^®. Should IVONNE^® discover that such a history exists IVONNE^® reserves the right to cancel any treatments and access to any products without any further obligation.

By completing your payment at the conclusion of your appointment you agree that all treatments have been performed as agreed, according to our practices and your specifications and that there are no outstanding requests or issues.

Reviews

Online review platforms, including the comment sections of any organic or promoted post, while useful, have proven to be an unmanaged administrative burden for both businesses and clients alike.  The quality of reviews and comments impact client decision making.  You agree that by scheduling any service or using any product with IVONNE^® that you will take all reasonable efforts to settle any service or product issues offline as a first course of action.  You agree to refrain from posting your review or comments of IVONNE^® until AFTER you have had an opportunity to resolve any outstanding questions, concerns, product, or application performance. You also agree to only post a review after having completed your full service to ensure authenticity. It is highly recommended that you write a review, and refrain from leaving star-only reviews, as this defeats the purpose of online review platforms.

Memberships

You agree that by signing up for a membership either in-clinic or through our online scheduling system that you will have first read and agreed to any related agreements, policies, and Terms and Conditions of this Agreement and our website at ivonne.ca.  Memberships may be discontinued at any time, and without advanced notice.

Rewards Program

The IVONNE^® Rewards program has been discontinued effective February 1, 2021. You agree that any appointments purchased up to this point have been subject to the terms and conditions of the reward program.

Marketing

By creating an appointment you agree to receive, in addition to appointment reminders, such other marketing communication from IVONNE^® (e.g. emails, telephone calls, and SMS) at the phone number and email provided. Consent is not a condition to purchase. Msg & data rates may apply. Msg frequency varies. Reply HELP for help and STOP to cancel. View our Terms of Service and Privacy Policy.

Contests

Contests (giveaways, incentives, and promotions) may be held from time-to-time in social media, by email, or through our website. IVONNE^® reserves the right to cancel, delay or postpone any contest including but not limited to the following circumstances:

1) Social movements blocking or encouraging the blocking of social engagement 

2) Pandemics, civil unrest e.g. riots, protests

3) Unforseen natural events or disasters e.g. flood, earthquake, or inclement weather.

Obligation To Perform

IVONNE^®, its employees, contractors, and directors reserve the right to refuse service to any client.

Location of Services

By subscribing to services at IVONNE^® you agree to only receive services from any of our employees or contractors onsite at 0116-320 Queen Street (or the primary address of our operations), only. We do not guarantee the work, safety, or insurability of any contractors who may be working offsite.  You agree to report any solicitation or effort by IVONNE^®’s employees or contractors that could or do cause you to cancel your appointment with IVONNE^®, or to divert your service or product sales through any other channel.

Other Policies

By creating an appointment in our scheduling system and paying the Confirmation Fee you have read and agree to our polices found on our website at: https://ivonne.ca/policies, namely:

Application of HST to Indians Policy

AlumierMD Product Use Policy

Cancellation/(Re)scheduling Policy

Client Satisfaction Policy

Communication Policy

Conflict of Interest Policy

Contest Policy

Corrections Policy

Fact Checking Policy

Informed Consent Policy

Instagram Close Friends Policy

Payment Methods Policy

Privacy Policy

Refund Policy

Scheduling Policy

Shipping Policy

Social Media Policy

Website Terms and Conditions

Cancellation and Scheduling

Walk-in consultations or appointments are not available.  All appointments must be scheduled, changed, or cancelled online through this Acuity Scheduling Application at https://www.ivonne.ca/app/welcome. Appointment requests should not be made by telephone, voicemail, email, or direct message. Having clients manage their own appointments directly avoids any confusion about the date, time, and other important details.

If you are unable to come in for a scheduled appointment you must change your appointment online no later than 72 hours before your scheduled time to avoid a charge and/or loss of any Appointment Confirmation Fee.

For select appointments, a non-refundable Appointment Confirmation Fee will be applied at the bottom of the scheduling form.

For appointments rescheduled or cancelled with less than 72 hours' notice or for no-shows, a fee equal to 100% of the service and applicable taxes will apply to the credit card on file.  It is not possible for us to fill appointments on such short notice.

Clients who arrive later than 15 minutes for their scheduled appointment may have their appointments cancelled at the discretion of IVONNE^®, and we reserve the right to charge up to 100% of the cost of service to your credit card on file. Your late arrival delays client appointments that come after you that day.

IVONNE^® reserves the right to refuse service or require 100% payment in full to clients with perpetual cancellation and rescheduling activity. (e.g. 3 consecutive rescheduling events).

It is the responsibility of the client to schedule any touch-up, follow-up, or recurring service appointment in advance.

You the client accept full responsibility to monitor for email and text reminders leading up to your appointment. You are also responsible to ensure that you receive the initial confirmation email from scheduling@acuityscheduling.com, and that if you do not receive the message(s) that you will call or email us to confirm your email address so that we can re-send. We are not responsible for missed, late, last-minute scheduling changes due to reminders not received/not opened.

All clients are responsible for adding their appointments into their personal calendars.

Amounts Owing

Interest will be charged on all outstanding monies at a rate of 2% per month on balances over 60 days.

Holiday Cancellations/Rescheduling Policy

Appointments scheduled on holidays require 7 days of advance rescheduling or cancellation, failing which a fee equal to 100% of the service will be charged to the credit card on file.

Holiday appointments are defined as those scheduled for any of the following days:

– January 1 (New Years Day)

– Easter including Good Friday, Saturday, Easter Sunday, and Easter Monday

– Victoria Day Weekend, including Saturday, Sunday, or Monday

– August Civic Holiday including Saturday, Sunday, or Monday

– Labour Day Weekend, including Saturday, Sunday, or Monday

– Thanksgiving Weekend, including Saturday, Sunday, or Monday)

– Remembrance Day

– December 24 (Christmas Eve)

– December 25 (Christmas Day)

– December 26 (Boxing Day)

– December 31 (New Years Eve)

The above holiday dates are not always open for scheduling, but may be available and are subject to change without notice.

Disclaimer

Informed Consent, such as the form presented in the scheduling workflow, is used to communicate information about the proposed service to a cosmetic outcome along with disclosure of risk and alternative service(s). The informed consent process attempts to define principles of risk disclosure that should generally meet the needs of most clients in most circumstances.

What an IVONNE^® provider has discussed with you and has been included in this form are the material risks both common and uncommon that IVONNE^® feels a reasonable person would want to know, understand and consider in trying to decide if the proposed service for a cosmetic problem is something they would like to proceed with.

However, Informed Consent Forms should not be considered all-inclusive in defining other methods of resolution and risk encountered. IVONNE^® may provide you with additional or different information that is based on all the facts in your particular case and the state of public health knowledge.

Before proceeding with any service or product purchase at IVONNE^® you should be satisfied that you understand the service/product, are aware of the risks, and understand the alternatives.

Informed-consent documents are not intended to define or serve as the standard of medical care. IVONNE^® does not employ, contract, or hire regulated health professionals unless otherwise stated.  IVONNE^® is not a medical clinic and our cosmetic services should never be used in place of medical advice. Clients are strongly encouraged to validate their cosmetic concerns, and choices first with their primary physician. Standards of public health are determined on the basis of all of the facts involved in an individual case and are subject to change as scientific knowledge and technology advance and as practice patterns evolve.

Should IVONNE^® believe that a client is attempting to use a cosmetic service to mask or avoid what could otherwise be a (serious) medical condition, we reserve the right to refuse service and apply any relevant cancellation or scheduling fees.

It is important that you read the above information contained on this and all preceding pages carefully and have all of your questions answered by the IVONNE^® provider before signing the consent at the bottom of the scheduling page, or before scheduling an appointment in our online scheduling portal.

Client Compliance

You agree to follow all pre-and post-instructions carefully; this is essential for the success of your outcome. Post-treatment instructions concerning appropriate restriction of activity, use of post-treatment care and use of sun protection must be followed to avoid potential complications, increased pain, and unsatisfactory results. Your treatment provider may recommend that you utilize a long-term skin care program to enhance healing and results following a permanent makeup, skincare, or laser treatment.

Only use those products and in the order and frequency as recommended by the manufacturer and/or in accordance with the written instructions provided to you by IVONNE^®. Using products outside of their recommended protocols, or in the wrong or premature sequence is at the risk of the client alone.

Misrepresentations

This agreement is entered upon the accuracy of information in your appointment scheduling or purchase in connection with your scheduling (including answers to the health questionnaire, if required). When completing the appointment booking and answering the form questions, your answers must be complete and accurate. In the event of a dispute, issue, or claim, we will review your history. If any of your answers are found to be incomplete or inaccurate:

This agreement shall become null and void, with no further effect or obligations on IVONNE, Inc.

This means your future appointments will be cancelled/ not be allowed and any monies already paid will be forfeited, and your appointment cancellation will be subject to 100% of the value of the service cancelled plus HST and any merchant fees.

You must be accurate and complete in your dealings with us at all times.

We will not service you, or anyone acting on your behalf who attempts to deceive us or makes a fraudulent, false, or exaggerated statement or claim.

Unsolicited Legal or Financial Advice

We are unable to accept any legal or financial advice from any person or entity for which IVONNE, INC. does not already have an agreement or retainer. 

General Release and Waiver

I recognize that during the course of the procedure or service that unforeseen conditions may necessitate different procedures than those above. I, therefore, authorize the above provider and/or assistants or designees to perform such other procedures that are in the exercise of their professional judgment necessary and desirable. The authority granted under this paragraph shall include all conditions that require treatment and are not known to my provider at the time the procedure is begun.

I recognize and acknowledge that there are certain risks, and unknown risks that may yet be discovered, and a potential of personal injury or property damage related to my participation as a client, and I voluntarily agree to fully assume all of these risks, regardless of severity, that I may sustain as a result of participating in any and all activities connected with or associated with the service listed above including, but not limited to, injuries, damages and losses arising out of negligent supervision, tort, contract, products, or any other theory of recovery. I, for myself and my heirs, assigns, personal representatives, and next of kin, expressly hold harmless, and waive and release any and all claims, now known or hereafter known, against the Business, and their employees, officers, directors, contractors, landlords, insurers, and agents of each and all of them (collectively, "Releasees"), on account of personal injury or property damage arising out of or attributable to my participation as a client, whether arising out of the negligence of any Releasees or otherwise. I covenant not to make or bring any such claim against any Releasee and forever release and discharge all Releasees from liability under such claims. All matters arising out of or relating to this waiver and release shall be governed by and construed in accordance with the internal laws of Ontario without giving effect to any choice or conflict of law provision or rule (whether of Ontario or any other jurisdiction). Any claim or cause of action arising under this waiver and release may be brought only in the federal and Provincial courts located in Ontario, Canada and I consent to the exclusive jurisdiction of such courts. I understand that this waiver and release is intended to be as broad and inclusive as permitted by law and that if any portion hereof is held invalid, I agree that the balance shall continue in full legal force and effect. I further agree that if this waiver and release are not valid in Ontario, Canada, it shall be construed as a covenant not to litigate anytime, anywhere and for any reason.

Limitation Of Liability

Any liability for indirect, special, exemplary, punitive, consequential or incidental damages is expressly disclaimed by IVONNE. IVONNE's liability in all events for all damages, losses and causes of action (whether in contract, tort, or otherwise) shall be limited in the aggregate to, and shall not exceed, the purchase price paid by you the client for the treatment in question.

Claims

When making a claim under this agreement or any of our policies you must provide the applicable documents we require. Failure to provide the applicable documentation will invalidate your (right to) claim.

You must repay us any amount paid or owed by us to you if we determine that the amount is not payable under this agreement or in any judgment or any other conciliatory process including dispute resolution, or mediation.

During the processing of any claim made under this agreement, any of our policies, mediation, conciliatory process, or litigation and subsequent judgment, we may require you to undergo a medical examination by one or more physicians selected by us and at our expense.

During the processing of a claim under this agreement, policies, mediation, conciliatory process, or litigation, we may require you to produce all evidence in support of your claim, including but not limited to any reports, physician notes, employer notes etc.

Survivability

This agreement shall survive the expiration or completion or termination of the scheduled service appointment, and the purchase or use of any product for any reason.

Severability

Should any provision of this Agreement be or become invalid, void, illegal or not enforceable, such provision shall be considered separate and severable from this Agreement and the remaining provisions shall remain in force and be binding upon the parties hereto as though such provision had not been included.

Guarantees

By scheduling an appointment or using any of the products or services through IVONNE^® you acknowledge that no guarantee has been given by anyone as to the results that may be obtained and that multiple services/treatments, at yoursole expense, may be required in order to work towards better results. You acknowledge and agree that all photos, videos, or media showing before and after results are for entertainment purposes only, and do not guarantee certain outcomes.

Successors

This agreement and everything herein contained shall extend to and bind the successors and assigns of IVONNE^® and the legal representatives, heirs, executors, administrators, successors and permitted assigns of the Client (as the case may be).

Entire Agreement, Amendments, Waiver

This form contains the entire agreement between the parties with respect to the subject matter of this service/treatment and there are no other agreements, promises or understandings, oral or written, between the parties in respect of this subject matter. This agreement may be amended only by written and signed agreement between the client and IVONNE^®. No electronic communications between the parties will have the effect of amending this agreement. No provisions of this form shall be deemed to have been waived by IVONNE^® or the client unless such waiver is in writing signed by such party. If either IVONNE^® or the client excuses or condones any default by the other of any obligation under this agreement, no waiver of such obligation shall be implied in respect of any continuing or subsequent default. IVONNE^®'s continuation to provide services with knowledge of a breach shall not be deemed a waiver of any breach. IVONNE^® is not obligated to provided notice of default or breach, in order for a breach to exist.

Legality of Contract

This Agreement forms a legally binding contract between you the client and IVONNE^®. It contains all of the necessary provisions to be binding. This contract is available in line with the appointment scheduling workflow, such that any client is required to read it before effecting an appointment. Clicking on the “I agree” box, or "Complete Appointment" or "Make Payment", or "Pay Now" in the scheduling workflow is effectively one and the same as a digital signature, and this memorializes your intentions to be bound to the terms of this agreement.

Independent Legal Advice

The client acknowledges that it has been afforded the opportunity to obtain independent legal advice and confirms by scheduling any appointment, or purchasing any products or services from IVONNE^® that they have either done so, or waived their right to do so in connection with the entering into this Agreement.

Independent Medical Advice

The client acknowledges that it has been afforded the opportunity to obtain independent medical advice and confirms by scheduling any appointment, or purchasing any products or services from IVONNE^® that they have either done so, or waived their opportunity to do so in connection with the entering into this Agreement.

Copyright Notice

All material appearing on the IVONNE^® website, and in this agreement (“content”) is protected by copyright under Canadian Intellectual Property Laws and is the property of IVONNE^® or the party credited as the provider of the content. You may not copy, reproduce, distribute, publish, display, perform, modify, create derivative works, transmit, or in any way exploit any such content, nor may you distribute any part of this content over any network, including a local area network, sell or offer it for sale, or use such content to construct any kind of database. You may not alter or remove any copyright or other notice form copies of the content on the IVONNE website. Copying or storing any content except as provided above is expressly prohibited without prior permission of IVONNE or the copyright holder identified in the individual content’s copyright notice. For permission to use the content on the IVONNE website, please contact legal@ivonne.ca.

Copyright Registration No. 1194813 "IVONNE SERVICE AGREEMENT".

Contact Information About This Agreement

For any questions or complaints in relation to this agreement or any product or service purchase, you may contact IVONNE^® in writing at the following address:

0116-320 Queen Street, Ottawa ON K1R 5A3

or by email at:
reception@ivonne.ca

Or by phone at:
(613) 695-6662

Created: September 2017
Updated: April 12, 2024

 

Revisions:
May 8, 2023 - Added Advance Pay language to Cancellation/Rescheduling terms.
May 19, 2023 - Added Credit Card Authorization clause.
August 19, 2023 - Revised Photography terms and restrictions.
September 25, 2023 - Added provisions related to mandatory health insurance.
November 6, 2023 - Updated Patch Sensitivity Test provisions.
November 14, 2023 - Updated and added follow-up Appointment Tables. Added Table of Contents.
December 30, 2023 - Updated cancellation policy from 48 hours to 72 hours.
April 12, 2024 - Updated Health and Safety Reporting provisions.

 

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