Whiteology Terms of Service & Client Policy

Operated by: Whiteology Pty Ltd as Trustee for the Koukla Family Trust
Registered Address: Unit 60/378 Beaufort Street, Perth WA 6000

1. Agreement to Terms

1.1 By booking, paying a deposit for, or attending an appointment with Whiteology Pty Ltd as Trustee for the Koukla Family Trust (“Whiteology”), you agree to these Terms of Service and Client Policy.

1.2 These terms are governed by the laws of Western Australia and the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth).

1.3 By proceeding with a booking or treatment, you acknowledge that you have had the opportunity to read and understand these terms prior to receiving any service.

2. Bookings & Deposits

2.1 Online bookings are a request only. When booking online, you are requesting your preferred day and time. Availability displayed online is indicative only and may not reflect real-time openings.

2.2 Whiteology will confirm your appointment time once availability has been verified. If your requested time is unavailable, a team member will contact you to offer alternative availability.

2.3 A $100 booking deposit per person is required to secure an appointment.

2.4 Appointments will not be confirmed or held without a deposit.

2.5 The booking deposit is generally non-refundable and is managed in accordance with this policy, subject to any rights you may have under the Australian Consumer Law.

2.6 Where permitted under this policy, a deposit may be transferred to a future appointment, including eligible 4–6 week or maintenance top-up bookings.

2.7 Deposits held as general account credit expire 12 months from the original payment date unless otherwise required by law.

2.8 Deposits attached to a specific appointment time are governed by the cancellation and rescheduling terms in this policy.

2.9 Deposits cannot be redeemed for cash and cannot be withdrawn as cash from your account balance.

3. Cancellations, Rescheduling & No-Shows

3.1 A minimum of 48 hours’ notice is required to cancel or reschedule any appointment.

3.2 Notice must be provided during business hours via:

• answered phone call
• SMS
• email

3.3 Messages sent via social media or voicemail are not accepted as valid notice.

3.4 If sufficient notice is not provided, the $100 booking deposit may be forfeited and applied toward the missed appointment.

3.5 If you fail to attend an appointment without appropriate notice, Whiteology may charge an amount up to the full treatment cost, inclusive of the deposit, to reflect the missed appointment, lost booking opportunity and resources allocated to your booking.

3.6 Any outstanding balance relating to a missed appointment must be paid before future appointments may be accepted.

3.7 If no contact is made within one (1) hour of the appointment start time, the booking may be treated as a no-show. Whiteology allows a 15-minute grace period before applying missed-appointment consequences.

3.8 If a client becomes ineligible for treatment after booking, Whiteology may, acting reasonably and having regard to the circumstances, hold the deposit as credit for future use.

3.9 Illness-related cancellations may be accommodated by Whiteology acting reasonably and having regard to the circumstances, including the timing of notice, symptoms disclosed and booking availability. Whiteology may require a minimum of seven (7) days before rebooking where appropriate.

Ultra Treatment Bookings

3.10 The deposit paid for Ultra Session 1 will transfer to secure Ultra Session 2.

3.11 Late cancellation of Ultra Session 2 may result in forfeiture of the $100 deposit.

3.12 A second late cancellation of Ultra Session 2 may result in forfeiture of that session.

3.13 A no-show to Ultra Session 2 may result in forfeiture of that session. Any deposit already paid remains subject to this policy.

3.14 Ultra Session 2 is intended to be completed within 4–7 days of Session 1. In exceptional circumstances, Whiteology may permit an extension to a maximum of 14 days where reasonable.

3.15 If Ultra Session 2 is forfeited, the client may still be eligible for a 4–6 week top-up where booked and completed within the relevant timeframe and where Whiteology’s booking requirements are met.

4. Late Arrivals & Schedule Delays

4.1 Clients running late must notify Whiteology as soon as possible.

4.2 If a client arrives late, Whiteology may shorten the treatment time, reduce the number of rounds, or amend the treatment format where reasonably necessary to minimise disruption to the schedule.

4.3 If lateness prevents the appointment from proceeding, the deposit may be forfeited and applied toward the missed appointment.

4.4 Whiteology will attempt to accommodate late arrivals where reasonably possible, however this cannot be guaranteed.

4.5 Appointment timings may occasionally run behind schedule due to the personalised nature of treatments. Minor operational delays do not constitute grounds for cancellation outside policy, refund, or compensation.

5. Two-Person & Group Bookings

5.1 Discounted two-person bookings require both clients to attend at the same appointment time.

5.2 Two-person or group promotional bookings cannot be split into separate sessions or dates unless Whiteology agrees otherwise in writing.

5.3 If one client cancels, reschedules outside policy, or fails to attend, the attending client’s treatment may revert to standard single pricing.

5.4 Deposits are allocated per person and are not transferable between clients unless authorised by Whiteology.

6. Refunds, Treatment Changes & Product Use

6.1 Whiteology does not provide refunds or credits for change of mind.

6.2 Tooth sensitivity, dehydration marks, temporary streakiness, patchiness, colour variation, or other disclosed and ordinary treatment responses do not, of themselves, entitle a client to a refund or credit where the service has otherwise been supplied with due care and skill.

6.3 Treatment costs reflect single-use consumables, treatment setup, technician time, booking allocation and business overheads.

6.4 If a treatment is modified, shortened or discontinued for safety, sensitivity, suitability or operational reasons, any fee adjustment will be assessed reasonably by Whiteology having regard to the circumstances, including product already used, time allocated and applicable law.

Ultra Treatment Commitment

6.5 Full payment for Ultra Treatment may be required at the first session in accordance with Whiteology’s booking process.

6.6 If a client chooses not to proceed with Ultra Session 2 after Session 1 has been completed, no partial refund will be provided merely because the client has changed their mind. This does not affect any rights the client may have under the Australian Consumer Law.

6.7 Ultra Treatment sessions are not transferable to other clients or other treatment types unless Whiteology expressly agrees otherwise.

6.8 Both Ultra sessions must be completed within the required timeframe or the second session may be forfeited in accordance with this policy.

7. Rebookings & Maintenance

7.1 4–6 week top-ups must be booked in accordance with Whiteology’s requirements to secure any discounted top-up rate.

7.2 Top-ups booked or completed outside the relevant timeframe may revert to standard pricing due to natural colour regression.

7.3 Maintenance pricing applies only where the booking qualifies under Whiteology’s current maintenance criteria.

7.4 Deposits transferred to rebooked appointments remain subject to this policy and are generally non-refundable, subject to applicable law.

8. Mobile Appointments

8.1 Mobile appointments may incur a travel fee and may require identity verification before the booking is confirmed.

8.2 Access to electricity, nearby parking, a suitable setup area and a safe environment is the organiser’s responsibility.

8.3 Whiteology may refuse or discontinue a mobile service where safety, access or environmental concerns arise.

8.4 If Whiteology is unable to proceed with a mobile service due to safety concerns, nondisclosure, lack of access requirements or unsuitable conditions at the property, the deposit or booking fee may be applied in accordance with this policy.

9. Attending Appointments

9.1 Clients must attend appointments without children or pets unless Whiteology has expressly agreed otherwise in writing.

9.2 Whiteology is not licensed or equipped to supervise children or care for animals during treatment.

9.3 If a client arrives with a child or pet and treatment cannot proceed, Whiteology may reschedule the appointment and apply the existing deposit toward the missed appointment.

9.4 Clients must disclose illness or symptoms that may affect attendance or treatment suitability before arriving.

9.5 If a client attends while unwell or otherwise unsuitable for treatment, Whiteology may reschedule or decline the appointment acting reasonably and having regard to safety and operational considerations.

10. Client Responsibilities & Eligibility

10.1 Clients must complete all consultation and consent forms honestly and in full before treatment.

10.2 Clients must disclose all relevant medical and dental information that may affect suitability, safety, comfort or treatment outcome.

10.3 This includes, without limitation:

• tooth sensitivity or zingers
• gum inflammation, bleeding or tenderness
• enamel wear, cracks, recession or erosion
• fillings, bonding, crowns, veneers, implants or other restorations
• Invisalign, braces or retainers
• dermal filler or anti-wrinkle injections in the lower face
• pregnancy or breastfeeding
• relevant medical conditions, medications or devices
• previous whitening
• anything else relevant to treatment suitability

10.4 Whiteology provides cosmetic services only and does not provide medical or dental advice.

10.5 Clients with concerns about their oral health, restorations, sensitivity or whitening suitability should seek advice from a qualified dentist before treatment.

10.6 Failure to disclose relevant information may affect treatment suitability, comfort, safety and results, and may impact Whiteology’s ability to assess risk appropriately.

11. Professional Disclaimer & Limitation of Liability

11.1 Whiteology provides cosmetic teeth whitening services only.

11.2 Whiteology technicians are not dentists, dental hygienists or medical practitioners.

11.3 Results vary between clients and are influenced by factors including natural tooth colour, staining, oral health, age, lifestyle, dental history, existing restorations and aftercare compliance.

11.4 Teeth whitening works on natural tooth structure only. Crowns, veneers, fillings, implants, composite bonding and other restorations will not whiten in the same way as natural teeth and may remain darker or appear mismatched.

11.5 To the extent permitted by law, Whiteology is not liable for outcomes arising from:

• disclosed treatment risks or ordinary treatment responses
• pre-existing dental or medical issues
• inaccurate, incomplete or misleading client disclosures
• a client’s failure to follow aftercare instructions
• factors outside Whiteology’s control, including lifestyle and oral habits after treatment

11.6 Nothing in these terms is intended to exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.

12. Aftercare

12.1 Clients must follow all aftercare instructions provided by Whiteology.

12.2 Whiteology is not responsible for reduced longevity, colour relapse, additional staining or avoidable discomfort where aftercare instructions are not followed.

12.3 Clients acknowledge that smoking, vaping, coloured foods and drinks, poor aftercare compliance, and certain lifestyle habits may negatively affect whitening results and longevity.

13. Privacy

13.1 Whiteology handles personal information in accordance with applicable Australian privacy laws.

13.2 Client information is collected and used for booking management, treatment planning, treatment records, client care, and related business operations.

13.3 Treatment photographs may be taken for record-keeping and clinical comparison purposes. Marketing use will be subject to separate consent where required.

14. Governing Law

14.1 These terms are governed by the laws of Western Australia.

14.2 Any dispute arising in connection with these terms is to be dealt with in accordance with the laws and courts of Western Australia, subject to any rights a consumer may have under applicable law.

15. Client Conduct & Review Policy

15.1 Clients are expected to communicate respectfully with Whiteology staff.

15.2 Whiteology may refuse future service where a client engages in abusive, threatening, harassing or extortionate conduct toward staff or the business.

15.3 This includes conduct intended to improperly pressure Whiteology into providing refunds, credits, compensation or policy exceptions.

15.4 Nothing in this clause limits a client’s right to make a genuine complaint, leave an honest review, request a chargeback through lawful channels, or pursue any lawful remedy.

16. Client Acknowledgement

16.1 By booking, paying a deposit, attending an appointment, completing a consultation form, or signing any Whiteology consent form, you acknowledge and agree that:

• you have read and understood these Terms of Service and Client Policy
• you understand that Whiteology is a cosmetic service provider and not a dental clinic
• you understand that results vary and cannot be guaranteed
• you understand that treatment suitability depends in part on your disclosures and compliance with aftercare
• you agree to comply with Whiteology’s booking, attendance and aftercare requirements

16.2 Nothing in these terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.