Terms & policies

1. Booking, rescheduling and cancellation

Claire works by appointment. Book through the website, Zalo, Facebook or each location's hotline; Claire confirms within 2–4 working hours.
If you need to reschedule or cancel, please let us know at least 4 hours before your appointment. Later notice may affect booking priority in future.
If you arrive less than 15 minutes late, Claire will try to complete the full treatment. Beyond 15 minutes, the session may be shortened or moved to another time.
Please tell us about any medication, skin conditions, allergies, pregnancy or breastfeeding when booking, so we can adjust your treatment safely.

2. Prices and payment

List and Member prices are published on the website and confirmed before every treatment. There are no extra charges after the treatment.
Your first consultation and skin assessment are free. You pay only when you have a treatment.
Payment methods: cash, bank transfer, and domestic and international bank cards at the counter. Claire issues invoices as required by law on request.

3. Membership, wallet, Pass and gift cards

Points in The Atelier Pass do not expire while you are an active member. Detailed terms are explained clearly when you sign up.
The Reserve Wallet balance never expires and can be used for every service and product at both locations.
Gift cards are valid for 5 years from the date of purchase, and are non-refundable and non-transferable.

4. Refunds

Unused points can be moved to another service on the menu or, in special cases, given to a family member. Claire does not give cash refunds for treatments already carried out, except where an issue is Claire's fault.

5. Our quality commitment

Every treatment begins with a consultation and skin assessment. Claire explains the process, benefits, limits and precautions before we begin.
Skin care results vary with each person's constitution and condition. Claire does not promise a fixed result for every client.
If your skin reacts unexpectedly after a treatment, please contact us straight away. Claire will arrange a check-up and advise on the right next step.
For good, safe results, please give accurate health information and follow the aftercare instructions.

6. Products and delivery

Treatments are carried out at Claire's two locations. Homecare products are sold in clinic or sent by courier; in that case Claire shares only your name, phone number and delivery address with the courier.

7. Feedback and complaints

Claire welcomes all feedback and complaints about our services, in person at either location, by hotline, Zalo, email at cskh@claire.vn or in writing. You may authorise a legal representative to act for you.

Step 1: Claire records your complaint and replies within 3 working days.
Step 2: We look into what happened, speaking with you and the team involved.
Step 3: We propose a resolution within 10 days of receiving your complaint.
Step 4: If you do not agree, Claire reviews the matter again and replies within 7 working days.

Every complaint is handled in good faith, with respect and in line with the law. If we cannot reach agreement, the matter will be referred to the competent authority.

8. Price list

The full price list, with list and Member prices, is kept up to date on the Treatments & prices page.

See treatments & prices