CANCELLATION, RESCHEDULE AND SALON POLICY
Everyone’s time is valuable, including ours.
When you make an appointment with us, that time is allocated to you – and you alone. This means that we cannot book another client in.
We know things can change, but please make note of our revised cancellation and reschedule policy in place to protect our small business from financial loss.
Revised Salon Policy from 1st January 2023
All services now require a 50% non-refundable booking fee to secure the appointment, which will be deducted from the final bill. This applies to online bookings as well as face to face or over the phone. If you do not want to provide a credit card, you can pay the deposit in cash.
If you need to cancel, adjust, or move your appointment, we require 48 hours’ notice to do so, otherwise a charge of 50% will be incurred to cover costs. This will result in the loss of your 50% booking fee.
100% will be charged for appointment cancelled, adjusted, or rescheduled on the same day or missed entirely without notice.
These charges apply per treatment and so include cancelling, amending or rescheduling part of a booking (for example, booking a full leg & bikini wax but only wanting to go ahead with the bikini wax on the day).
If we can fill the appointment, no charges will be made.
For appointments cancelled, adjusted, or rescheduled with more than 48 hours’ notice, your booking fee will be transferred to your next appointment.
If appointments are repeatedly missed or cancelled/rescheduled at late notice, we may ask for full payment upfront at the time of booking to secure any future appointments.
If you have booked a course of treatments which you have already paid for, you do not need to pay a further 50% deposit, as the course payment will suffice. If you cannot attend one of your appointments, you must give 48 hours’ notice, or you will lose 50% of the value of one of your treatments.
This policy also applies to gift vouchers. The voucher will be taken as a form of a deposit. As long as the voucher covers 50% of the treatment cost. If this falls short of the 50% you will be required to pay the difference. Any charges incurred through cancelling/rescheduling will be deducted from the total voucher amount.
Arriving late for your appointment
We will always try our best to accommodate if you are running late for your appointment, however this is not always possible without impacting on other appointments. If you arrive late for your scheduled appointment, we may need to cut your treatment short. Where this is not possible, we may need to reschedule all or part of your booking and in this instance our late cancellation charges of 100% per treatment will apply.
Non-Arrivals
If you fail to arrive for your appointment and we have not been notified, your 50% booking fee will be retained, and you will be invoiced for the remaining 50% of the total cost of services missed.
Please note that this charge will need to be settled before any further appointments can be booked with us.
If appointments are repeatedly missed with no notice, we may ask for full payment upfront at the time of booking to secure any future appointments.
Refund Policy
As we are a service industry we do not offer a refund, however on the rare occasion you are not 100% satisfied with your nail or beauty service we will happily rectify this for free. If notified within 48 hours. You must provide pictures, make contact and not attempt to alter or fix the problem yourself within this time.
Consultation Process
If you are new to us we will email you a record card (or a few different record cards, depending how many treatments you have booked) please fill this in when you receive it, again with as much information as possible so we have time to read the record card before your appointment. If we need to do a face to face consultation that can be arranged at the salon.
Age Restrictions for Treatments
We can not do treatments on anyone under the age of 16. (this is due to insurance purposes). 16-18 year olds will require parental consent before any treatment can be carried out.
Children on the Premises
Unfortunately due to insurance children are not able to attend appointments with their parents or guardians, or to be left in reception area unattended while other clients are having treatments.
Right to Refuse Service
We reserve the right to refuse service if I do not feel that it is suitable or appropriate to treat you. I will refuse treatment under the following circumstances (included, but not limited to):
* If you are under the influence of alcohol or drugs.
* If you are under 18 years of age, or you are unable to produce ID to prove your age.
* Any aggressive behaviour or rudeness will not be accepted.
* If you have a contraindication or health condition that means you are unsuitable for treatments.
* If there have been multiple cancellations or any payment issues previously.
* If I believe or discover any dishonest practice is or has taken place, such as someone who has attempted to obtain professional services without paying or has used social media in an abusive and damaging way.
Patch test
Any treatment that requires a patch test will not take place until it has been done. If you have had the same treatment at another salon before then we still need to the patch test for our records (and insurance) Patch tests need to be done at least 48hrs before the treatment. If a reaction occurs please inform us straight away as the appointment will need to be cancelled.
Mobile Phones
We politely ask you to turn off your mobile phones when you arrive for your appointment.
Gift Vouchers
You need to present the gift certificate or discount voucher at the time of booking and Tranquil has the right to reject any booking if the voucher is not presented. Vouchers cannot be redeemed for cash, sold or transferred. Please check expiry date on prepaid treatments or vouchers
Complaints procedure
As we go through a full consultation process both before and during your treatment, I am confident that you will love your results. However, if you are not happy with your treatment then please notify me in the following way:
Please telephone me in the first instance to discuss your concerns on 0161 626 8122. If we are not able to resolve your concerns over the telephone, then please put your concerns in writing to Carol at info@tranquilbeautylounge.co.uk.
Please allow 2 working days for a response (Tuesday to Saturday working days, excluding bank holidays and annual leave).
Personal information
You agree to keep your personal record held by the salon updated with your full contact details – which will enable us to contact you in the event of any change relating to your appointments. Where possible, please provide both land line and mobile telephone numbers and email address.
If you are unsure about anything or have any questions please call me on 0161 626 8122.
Thank you for reading our Salon Policies and for your understanding, we look forward to seeing you.
Carol x
