Client Policies

(Last updated 10/29/22)

We are here to provide you with the very best care and attention. In our commitment to provide an outstanding experience to all our clients, and out of consideration for our acne specialists, we have instituted the following policies.

Consultations and Health Information are required for all new clients to Face 5

Acne is not something one facial will clear up. It takes commitment to diet, lifestyle, skincare, etc. We want to start all our clients off right with a consultation. Our consultation includes education in acne-safe-diet, acne-safe-lifestyle, non-pore-clogging skincare & haircare, what to expect with our program, and the cost of our services. Nothing will be a surprise. However, you will be surprised at all the information we share with you during this consultation. To provide you with the best acne care plan, which is customized just for YOU, your Health Information is necessary. Your allergy list, medications, health history, etc. are all needed to help us determine the best approach to the care we can provide.

Booking Policy

All clients will be required to input credit card information to book appointments. Your card will NOT be charged unless you no show your appointment or cancel after the 24-hour notice window.

Late Arrival

Please let us know if you are going to be late before your appointment time. We will try to accommodate this as much as possible. However, if you are more than 10 minutes late to your appointment with no prior notice by phone or email, we will cancel your scheduled appointment, and a No-Show Fee will apply.

Cancellation Policy


You may cancel your appointment at no charge with at least 24-hours’ notice. However, please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. Our automated scheduling system will send out email and text reminders three days before the scheduled appointment. Since the services are reserved for you personally, and last-minute cancellations affect our ability to fill the time slot you booked, a cancellation fee will apply to all cancellations without 24-hour notice.

Less Than 24-Hour Notice: Less than 24-hour notice will result in a charge equal to 50% of the reserved service amount. The fee will be charged to the credit card used to reserve your appointment.

No-Show: “NO SHOWS” will be charged 100% of the reserved service amount. No-Show means not showing up to the scheduled appointment without any prior notice to the appointment time. “No-Show” includes canceling your scheduled appointment in less than 2-hours before the scheduled appointment time.

Multiple Treatment and Microneedling Appointment: Combo (scheduling more than one service) and Microneedling Service (Acne Scar Reduction Therapy and Collagen Induction Therapy) must be reserved with a credit card, and a $100 deposit is required at the time of scheduling. This deposit is not refundable if a client cancels without 24-hour notice.

Free 15-minutes Consolation: The fee for Late cancellation is $15 and $25 for a no-show. An email invoice will be sent out and must be paid to schedule any future appointment.

The cancellation policy allows us to inform our standby guests of any availability and keep our Face 5 team members scheduled filled, thus better serving everyone. Face 5 policies are presented and provided in the best quality and tradition of excellent servicing for our established and future clientele. Thank you for your understanding and supporting our policy.

Payment & Pricing

We accept cash, check, and major credit cards. If a teen client attends the appointment without a parent/guardian, please make payment arrangements before the appointment time. All pricing for services and products is subject to change at any time.


We try our best to respond within 48-hours to your questions and concerns that come in by email and by phone calls during our business hours. We do not accept text messaging. Any inquiries that came on weekends or before/after business hours will be answered on the following business day.

Product Returns/Refund

Products purchased from Face 5 may be returned within 30 days for a full refund, provided they have not been opened and/or used. We do not offer refunds on any treatment; however, we will discuss other options with you if you are unhappy with the services provided by Face 5.

Product Pickup

You may purchase products online and pick them up at Face 5 Acne Solution Center in Colorado Springs during business hours. If you need any assistance from your acne specialist, please give us notice ahead of time.

Small Children and Family Members

We love small children. However, to get the full benefit of your treatment time, please come in without small children or please have them wait in our waiting room with a responsible party. We employ specialized equipment that can be damaged, and our acne specialists need to focus on the client without distractions. Please limit the number of people to the client and his/her parents during the appointment. Please do not bring small children with food. Food is not permitted in the treatment room.

Food and drinks in the clinic

Food is not permitted in the treatment rooms. If you need, you may eat in the waiting area. All drinks must be sealed or covered in the treatment rooms.

Personal Phone Calls

Please take personal calls outside of our treatment room.

Advanced Treatment (Acne Scar Reduction Therapy & Collagen Induction Therapy)

You must be an existing client and/or a client whom our acne specialist approves to receive these services to book our advanced treatments.

Concurrent Skincare Treatment

Please let our acne specialists know if you intend to receive any other skincare treatments, including waxing, laser treatment, etc. Depending on your chosen procedure, we might need to stop our treatment for a short period.


While we make recommendations of supplements that are beneficial for treating acne, we are not medical doctors. All supplement recommendations are for acne treatment purposes only and are not meant to substitute any advice of medical doctors.

Health Issues

  • If you are prone to cold sores, please take an antiviral medication before your appointment. If you have a cold sore, please wait until it has healed before coming in for an appointment. We cannot perform a treatment if you have a cold sore.
  • For the Face 5 Team’s health and wellness and that of other clients, it is our policy that we will not treat anyone who is exhibiting cold or flu symptoms or currently has an infection of any kind. We ask that if you have a cold, fever, the flu, infection, virus, or feel as though one is coming on, please cancel and reschedule your appointment. If you have a cold, infection, virus, or a similar illness when you arrive for your appointment, you will be asked to reschedule your appointment.


Since we are not offering spa-style “boutique” facials, we do not accept gratuities for acne treatment services. Please spend your tip money on your products or services instead. But Thank-You!


All information provided on our website, email, text, social media, consultation, etc. are all for educational purposes only and are not to be used for medical advice, diagnosis, or treatment.

If we are unable to improve your skin condition due to factors beyond our control but within yours, we reserve the right to decline treatments. You must comply with all instructions given by your acne specialist, including home care, lifestyle issues, etc.