Welcome to Cosmenon.

These Terms and Conditions explain the arrangements that apply when using our website, booking medical consultations, receiving services at our clinic, communicating with our AI receptionist, or purchasing products through the Cosmenon Skincare Store.

Please read these terms carefully. They are intended to provide clear information about the responsibilities of both Cosmenon and our patients and customers.
Nothing in these Terms and Conditions excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or any other law that cannot legally be excluded.

1. About Cosmenon

Cosmenon is a doctor-only medical aesthetics clinic operated by Cosmenon Pty Ltd in Melbourne, Victoria, Australia. Clinical consultations, assessment, non-surgical cosmetic medical treatments and follow-up care are provided by Dr Raj Menon, a medical practitioner registered with the Medical Board of Australia. Cosmenon also operates an online skincare store offering selected skincare products.

Clinic address:

Level 7, West Side  

250 Victoria Parade  

East Melbourne VIC 3002  

Australia

Contact details:

Website: https://www.cosmenon.com  

Email: admin@cosmenon.com  

Telephone: 03 7018 9766

2. Scope and Acceptance of These Terms

These Terms and Conditions apply to:

- Use of the Cosmenon website and its educational resources.

- Medical consultations and appointment bookings.

- Non-surgical cosmetic and skin-related medical services.

- Online purchases through the Cosmenon Skincare Store.

- General enquiries and administrative communication.

- Interactions with Grace, the Cosmenon AI receptionist.

Additional terms may apply to specific products, bookings or treatments where these are clearly disclosed before purchase or booking. By completing a booking or purchase, you agree to the applicable terms that were made available to you before the transaction. Use of the website is subject to its website-use conditions. These terms do not replace individual clinical consent documentation, professional medical obligations or statutory consumer rights.

3. Website Information and Medical Advice

Information published by Cosmenon, including articles, educational resources, treatment descriptions, images and general skincare information, is provided for general educational purposes. Although reasonable care is taken to provide accurate, evidence-informed information, website content:

- Does not constitute personalised medical advice, diagnosis or treatment.

- Does not establish a doctor–patient relationship merely through website access or an enquiry.

- May not be appropriate for an individual's medical circumstances.

- May require updating as clinical evidence, regulatory guidance and treatment practices develop.

A medical consultation is required before individual treatment recommendations can be made. Visitors should not delay seeking appropriate medical attention because of information published on this website.

For a medical emergency, call 000.

The website and general administrative communication channels are not emergency medical services.

4. Medical Consultations and Treatment Suitability

Cosmenon provides individual medical consultations to assess skin health, facial concerns, relevant medical history and the suitability of available treatment options. Booking a consultation does not guarantee that a particular procedure, prescription or treatment will be recommended or provided. Treatment decisions remain subject to Dr Menon's independent clinical judgement and professional obligations.

Following assessment, Dr Menon may recommend treatment, propose an alternative, defer a procedure, arrange further investigation, recommend specialist referral or advise against treatment. Dr Raj Menon may decline or postpone elective treatment where clinically appropriate, including where relevant medical information is incomplete or a procedure may pose an unacceptable risk.

Patients are not required to proceed with treatment simply because they have attended or paid for a consultation.

5. Informed Consent and Treatment Risks

All non-surgical cosmetic procedures are medical interventions and may involve risks, adverse effects, limitations and recovery requirements. Before an agreed procedure, patients will receive information appropriate to the proposed treatment, including relevant:

- Expected benefits and realistic outcomes.

- Common and significant risks or complications.

- Contraindications and precautions.

- Available alternatives, including no treatment.

- Recovery considerations and aftercare.

- Fees and foreseeable additional costs.

- Follow-up arrangements.

Patients will have an opportunity to ask questions before providing informed consent. Consent for a procedure will be obtained and documented separately from acceptance of these website Terms and Conditions. A patient may decline a proposed treatment or withdraw consent in accordance with applicable law and clinical requirements. No particular cosmetic result, duration of benefit or absence of complications can be guaranteed. Nothing in these terms diminishes Cosmenon's duty to provide care with appropriate professional skill and diligence.

6. Patient Responsibilities and Medical Information

Patients are asked to provide accurate, complete and current information relevant to their consultation and treatment. This may include medical conditions, medications, allergies, previous procedures, relevant skin conditions, pregnancy or breastfeeding status, and other information necessary for clinical safety. Patients should notify Dr Menon of relevant changes before subsequent procedures.

Patients are also encouraged to:

- Follow individually provided preparation and aftercare instructions.

- Attend recommended follow-up appointments.

- Report unexpected symptoms or complications promptly.

- Seek emergency medical assistance when required.

Incomplete information or failure to follow recommended precautions may affect treatment suitability or outcomes. These responsibilities do not remove any legal or professional obligations owed by Cosmenon.

7. Appointments, Booking Fees and Payments

Appointments may be arranged through the Cosmenon website, an authorised booking platform, telephone or email, subject to availability
A Consultation $250 fee and $50 Booking payment may apply. Where applicable, the amount and conditions will be communicated before the booking is completed. Cosmenon's current new-patient booking arrangements include a $50 booking payment in addition to the applicable consultation fee. The Consultation Fee is only payable once.

Any arrangement concerning the crediting or refunding of consultation or booking payments will be governed by the specific terms clearly disclosed at the time of booking, subject to applicable law. Where a clinical service is proposed following assessment, its cost and any relevant additional charges will be explained before the patient agrees to proceed.

All payments are in Australian dollars unless otherwise stated. Any applicable GST, transaction charges or other fees will be identified as required by law. Cosmenon may use authorised third-party payment providers to process transactions. Payment for a consultation does not oblige a patient to undergo a cosmetic procedure.

8. Appointment Cancellations, Rescheduling and Non-Attendance

Cosmenon reserves dedicated clinical time for each appointment. Patients are asked to provide as much notice as reasonably possible if they need to cancel or reschedule, preferably at least 24 hours before their appointment. Cancellation or rescheduling requests may be made using the clinic's published contact details or an available booking-management facility. Any cancellation fee, booking-payment retention or non-attendance charge will apply only where the relevant conditions were clearly disclosed before booking and are lawful, fair and proportionate to the circumstances.

Cosmenon will consider genuine illness, emergencies and other exceptional circumstances when assessing cancellation arrangements. A patient will not be charged twice for the same cancellation loss through both a retained booking payment and a separate cancellation fee.

Where Cosmenon must cancel an appointment, the patient will be offered a reasonable opportunity to reschedule or receive an appropriate refund of payment for services not supplied, subject to applicable consumer rights.

If a procedure cannot proceed for clinical safety reasons, the treatment of any unused prepayment will be determined fairly, taking account of services already provided and applicable legal obligations.

No cancellation provision overrides a patient's rights under the Australian Consumer Law.

9. Late Arrivals and Appointment Changes

Patients should contact Cosmenon if they expect to arrive late. Where late arrival prevents safe or appropriate completion of the consultation or treatment within the allocated time, the appointment may need to be shortened, modified or rescheduled. Any applicable fee arrangements must be consistent with the booking conditions disclosed in advance and relevant consumer law.

Cosmenon will take reasonable steps to advise patients of significant clinic-initiated delays or changes.

10. Patients Under 18 Years of Age

Cosmenon's elective cosmetic procedures are generally intended for adults aged 18 years and over. Requests involving patients under 18 will be considered individually and only where appropriate under applicable law and professional standards. Additional assessment, consent, guardian involvement and cooling-off requirements may apply. Certain cosmetic procedures may be declined for patients under 18 in accordance with Medical Board guidance. The clinic reserves the right to decline an elective procedure where it is not clinically appropriate.

11. Post-Treatment Care, Reviews and Complications

Patients receiving a procedure will be provided with appropriate aftercare information and instructions for seeking assistance if concerns arise. Follow-up arrangements depend on the procedure performed and the patient's clinical needs. Cosmenon offers complimentary post-procedure review consultations in circumstances described through its booking information. Such appointments are intended for appropriate clinical review and are not an emergency response service.

Patients experiencing concerning symptoms after treatment should follow the specific urgent-contact instructions supplied with their aftercare information. Where necessary, patients may be directed to their general practitioner, an emergency department or another appropriate health service.

For an immediate medical emergency, call 000.

Patients should not rely on website forms, general emails, social media messages or Grace AI to obtain urgent clinical assistance.

12. Treatment Outcomes, Concerns and Refunds

Individual responses to medical and cosmetic procedures vary. Factors including anatomy, skin characteristics, age, medical conditions, previous treatments and individual healing responses may affect outcomes. An outcome differing from a patient's expectations does not, by itself, establish that a medical service was provided without due care and skill. However, Cosmenon acknowledges its obligations under applicable consumer law, professional standards and the general law.

Where a patient raises concerns regarding a treatment, Cosmenon will consider the circumstances, relevant medical findings and any applicable legal rights. Appropriate responses may include clinical review, advice, further management, referral, or a financial remedy where required by law. Nothing in these terms excludes liability for a failure to meet obligations that cannot lawfully be excluded.

13. Cosmenon Skincare Store

The Cosmenon Skincare Store offers selected skincare products for purchase through the website. Product descriptions, ingredients, instructions, availability and pricing are provided to help customers make informed decisions. Product recommendations and general skincare information are not a substitute for individual medical assessment where this is required. Customers should review product information and relevant ingredient lists before use, particularly where allergies, sensitivities or existing skin conditions are present. Products should be used in accordance with their instructions and any individual advice provided by a treating clinician.

Cosmenon may correct website errors and update product listings, prices or availability for future purchases.

Where an order cannot be fulfilled as agreed, Cosmenon will contact the customer and offer an appropriate resolution, including a refund where required. A product will not be substituted without the customer's agreement.

14. Product Orders, Delivery, Returns and Refunds

Product prices, applicable delivery charges and available shipping arrangements will be displayed or communicated during the purchasing process. Order fulfilment and delivery depend on stock availability, payment confirmation, destination and relevant shipping arrangements. Cosmenon will take reasonable steps to dispatch and deliver orders within the timeframes communicated to customers. Where an order is delayed, damaged, incorrect, lost or not supplied as agreed, Cosmenon will assess the circumstances and provide the remedies required under applicable law. The detailed arrangements for skincare returns and refunds are set out in our Refunds and Returns Policy: https://www.cosmenon.com/refundreturn-policy-1.

Change-of-mind returns may be restricted for skincare products, including for hygiene and product-integrity reasons. However, any change-of-mind policy is separate from statutory consumer rights. Customers may have rights to refunds, replacements or other remedies where goods fail to meet applicable consumer guarantees, including where a product is faulty, unsafe, not as described or otherwise fails to comply with the Australian Consumer Law. These statutory rights are not restricted to seven days and are not automatically lost because a product has been opened or used. Customers are encouraged to contact Cosmenon promptly if they experience a problem with a purchase.

15. Grace AI Receptionist and Electronic Communication

Cosmenon may use Grace, an artificial intelligence receptionist, to assist with telephone enquiries and general clinic administration. Grace is an automated system. It is not a human receptionist or registered health practitioner. Grace may assist with administrative information and appointment-related enquiries according to the functions currently enabled by Cosmenon. Grace does not provide medical diagnoses, prescribe medication, assess clinical suitability, give individual treatment advice or provide emergency assistance. Information provided through Grace does not replace a medical consultation. Appointment requests or availability information should not be regarded as a confirmed booking unless confirmation is provided through an authorised clinic process. Where a caller is offered an alternative to Grace through the telephone menu, the caller may use that option. Call handling, transcription, information processing, privacy safeguards and applicable retention arrangements are explained in Cosmenon's published AI receptionist and privacy information.

General administrative messages and alerts are monitored during designated clinic hours, currently Monday to Friday, 8:00 am to 5:00 pm Melbourne time, excluding Victorian public holidays. Messages received outside these hours may not be reviewed until the next monitoring period.

Grace is not an emergency service.

For privacy-related information, see our Privacy Policy:https://www.cosmenon.com/privacy-policy, including the information about Grace AI.

16. Privacy and Medical Records

Cosmenon respects patient privacy and recognises the sensitive nature of personal and health information. Personal information is handled in accordance with applicable Australian and Victorian privacy legislation, including the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic).

The purposes of information collection, relevant service providers, information disclosure, security arrangements, access and correction rights, and record-retention practices are explained in our Privacy Policy: https://www.cosmenon.com/privacy-policy.

Clinical photographs and related records may form part of a patient's medical record. Consent for clinical photography and any proposed use of images will be managed in accordance with applicable professional and privacy requirements. Acceptance of these Terms and Conditions does not constitute consent for the use of identifiable patient images in advertising. Patients retain their statutory rights concerning access to, and correction of, their health information.

17. Intellectual Property and Website Use

Unless otherwise stated, original website material, including text, photographs, illustrations, graphics, branding, logos and educational resources, is owned by or licensed to Cosmenon. These materials are protected by applicable intellectual property laws. Website visitors may access and use content for lawful personal and non-commercial purposes, subject to relevant copyright exceptions. Unauthorised commercial reproduction, distribution, modification or publication of protected material is not permitted without appropriate permission. Users must not knowingly interfere with website security, attempt unauthorised access to connected systems, distribute malicious software or use the website for fraudulent or unlawful purposes. These provisions do not limit patients' lawful rights to obtain and use copies of their own health records.

18. Third-Party Websites and Services

The Cosmenon website may link to external websites or use third-party systems for appointment booking, payment processing, ecommerce, communications and other operational functions. These providers may have their own terms and privacy policies. Cosmenon takes reasonable steps when selecting and using service providers but does not control all independent third-party content, services or technical operations. Nothing in this section limits responsibilities Cosmenon may have under applicable privacy, consumer, contractual or other laws.

19. Consumer Rights and Limitation of Liability

Cosmenon is committed to providing services with appropriate care, skill, diligence and professional responsibility. Goods and services supplied by Cosmenon may be subject to guarantees and other protections under the Australian Consumer Law. These include applicable rights concerning product quality, safety, service delivery and remedies for failures to meet statutory guarantees. To the extent permitted by law, Cosmenon does not guarantee uninterrupted website availability or that general website information will always be complete or current. Nothing in these Terms and Conditions is intended to exclude, restrict or modify:

- Non-excludable statutory consumer guarantees.

- Liability that cannot lawfully be excluded.

- A medical practitioner's professional duty of care.

- Patients' rights concerning health information.

- Patients' lawful rights to raise concerns or make complaints.

If any provision is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

20. Complaints and Dispute Resolution

Cosmenon encourages patients and customers to raise concerns directly so they can be reviewed and addressed appropriately. Complaints concerning consultations, treatment, products, payments, privacy or clinic administration may be submitted to:

Cosmenon Pty Ltd  

Email: admin@cosmenon.com  

Telephone: 03 7018 9766

Cosmenon will take reasonable steps to acknowledge, investigate and respond to concerns according to their nature and urgency. Where a matter cannot be resolved directly, patients and consumers may seek assistance from relevant external bodies, including:

- Health Complaints Commissioner Victoria, for concerns within its jurisdiction about health services.

- Australian Health Practitioner Regulation Agency (AHPRA), for concerns about registered health practitioners and professional conduct.

- Consumer Affairs Victoria, for relevant consumer and fair-trading matters.

- Office of the Australian Information Commissioner, for relevant Commonwealth privacy concerns.

Patients and customers are not required to waive any lawful complaint, regulatory or legal rights.

21. Changes to These Terms

Cosmenon may update these Terms and Conditions to reflect changes in law, regulation, clinical practice, business arrangements or website functionality. The latest version will be published on the Cosmenon website with its effective date. Changes will apply prospectively and will not retrospectively remove rights, change an agreed purchase price or impose new charges on an existing booking unless lawfully agreed or otherwise permitted by law. Where appropriate, material changes affecting existing bookings or arrangements will be communicated directly to affected patients or customers.

22. Governing Law

These Terms and Conditions are governed by the applicable laws of Victoria and the Commonwealth of Australia. Nothing in this clause limits any mandatory rights or remedies available under Australian law.

23. Contact Information

For enquiries about these Terms and Conditions, please contact:

Cosmenon Pty Ltd

Level 7, West Side  

250 Victoria Parade  

East Melbourne VIC 3002  

Australia

Email: admin@cosmenon.com  

Phone: 03 7018 9766  

Website: https://www.cosmenon.com

Related policies

- [Privacy Policy](https://www.cosmenon.com/privacy-policy)

- [Refunds and Returns Policy](https://www.cosmenon.com/refundreturn-policy-1)

- Grace AI Receptionist information, as published within Cosmenon's privacy documentation.

These Terms and Conditions are intended to promote transparency, patient safety and fair dealing while preserving all rights and obligations established under applicable law.