booking terms & conditions

Cancellations, Non-Refundable Booking Fees and No-Shows

In order to book your appointment, we require a 25% booking fee to be taken at the time of booking.

Online booking fees are processed securely via PayPal as part of our booking system (Ovatu), and payment card details are not viewable by the clinic.


Cancellations within 24 hours of your appointment start time will be charged at 25% of the total appointment cost. No-shows will be charged at 100% of the total appointment cost.

Appointment reminders will be sent 48 hours before your appointment so please contact us as early as possible to avoid losing your booking fee or being charged.


We reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non-refundable booking fee and will be retained in proportion to the above late cancellation charges (25% for cancellations within 24 hours of your appointment start time and 100% for no-shows).

If no booking fee is taken and you cancel within 24 hours, we reserve the right to ask for a late cancellation charge of 25% (or 100% if you do not show) of the total appointment cost, then payment in full in advance, to book any future appointments.


If you do not show for your appointment and haven’t contacted the clinic, you may be removed from the online booking system. Please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.

Lateness

Please let us know if you are going to be late for your appointment. We can usually allow for a few minutes, however we may have clients after your appointment. If you are more than 15 minutes late, we may cancel your appointment and apply the above terms as a no-show.

Complaints and Feedback

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business and aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we want to make sure that things are put right where needed and we can learn from your feedback.

 

If you are not happy with the service you receive, please tell us either before you leave the clinic, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks at most.

 

If you alter your service/treatment elsewhere, we will be unable to rectify any problems and therefore will be unable to offer any sort of resolution.

Property Loss or Damage

It is your responsibility as the owner, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged, unless it is damaged by a member of staff.

 

Anything left in the salon will be held for 8 weeks and we will do our best to contact you to retrieve your property.

Other Terms & Conditions

Some of our services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.

Massage

All massage clients are required to wear underwear during their treatment.

Any inappropriate behaviour will result in cessation of your treatment and you will be required to pay for your treatment in full. At our discretion, your details may be passed to the police and charges brought. Our policy is ZERO TOLERANCE.

Waxing

Clients for body waxing are requested to arrive freshly showered wherever possible. Hygiene wipes are available for your use. We reserve the right to refuse service and charge for your appointment if basic personal hygiene has not been observed.

 

Any inappropriate behaviour will result in cessation of your treatment and you will be required to pay for your treatment in full. At our discretion, your details may be passed to the police and charges brought. Our policy is ZERO TOLERANCE.

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