Face 5 Client Policies 2019

We are here to provide you with the very best care and attention. In our commitment to provide an outstanding experience to all of 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 just one facial will clear up. It takes commitment to diet, lifestyle, skincare, etc. We would like 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. For us 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.

Arrival at the Office

Please arrive for your appointment on time to ensure a complete session. This allows you the time to talk and ask questions to your acne specialist. For the Virtual appointment, please be ready to start at the time of appointment. With Virtual appointments, technical difficulties happen, but most can be avoided by being prepared ahead of time.

Cancellation Policy

You may cancel your appointment at no charge with at least 24 hours’ notice. However, we understand that life happens and emergencies arise. Therefore, when less than 24-hour cancellation occurs, we give one free-pass per client and will send a reminder email about our cancellation policy. However, after the free pass has been used and a late cancellation occurs again, this client is responsible for 50% of the scheduled appointment service amount. The fee must be paid in full prior to scheduling your next appointment. There is a $25 flat fee for the no-show for Free 15 min. Consultation appointment. Thank you for understanding the importance of this policy.

Late Policy

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 without any notice, your appointment will be considered as a no-show and will be canceled, and a No-Show fee will apply. Again, thank you for understanding the importance of this policy.

No-Show Policy

Out of consideration and respect of our acne specialist’s time, if a client does not show up for a scheduled appointment and does not provide any advanced notice, the client will be charged the full price of the scheduled visit. This client will receive an invoice by email and this invoice must be paid in full prior to scheduling a future appointment or purchasing any products from Face 5. No exceptions. Please Note: Not receiving an automated reminder is NOT an acceptable excuse for missing an appointment. These automated reminders are a courtesy to keep you on track with your schedule and should not be relied upon as your sole method of keeping track of your appointment. Again, thank you for understanding the importance of this policy.

Payment & Pricing

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


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!

Small Children and Family Members

We love small children, however, in order 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 who stay in the clinic during the treatment to the client and his/her parents.

Product Returns/Refund

Products that are 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 up at Face 5 Acne Solution Center in Colorado Springs. Online order will be available to be picked up by noon next business day. In order to do so, the products must be purchased on our website before you pick up. No exceptions.

Concurrent Skincare Treatment Policy

Please let our acne specialists know if you intend to receive any other skincare treatments, which include 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 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 our own 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.


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


All information provided on our website, email, text, social media, consultation, etc. are all for educational purposes only and is not to be used for medical advice, diagnosis or treatment.
If we are unable to improve the condition of your skin 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.

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