Clinic Terms and Conditions

Cancellations

Please note 24 Hours’ notice is required for all cancellations, otherwise 50% of the total treatment price will be charged. Cancellations should be made by calling us on 0208 616 9130.

Punctuality and Courtesy

Arriving late may interfere with your treatment, all appointments will end at their scheduled time so that the next client will not be delayed, and a full charge will be applied. All times stated include preparation of room and client: i.e. 5 minutes at the beginning and end of treatment.

Please arrive around 10 minutes prior to treatment if it is your first appointment with us. We require this time for you to complete a consultation form.

Prepaid Courses of Treatments

Have a validity of 12 months from date of purchase, unless otherwise stated.

Gift Vouchers

Gift Vouchers are non-refundable and are valid for 12 months from the purchase date unless otherwise stated for promotional vouchers and will not be accepted after the expiry date. Vouchers cannot be redeemed for cash, sold or transferred. Your gift voucher number must be quoted at the time of booking and the voucher handed to the therapist at the start of your treatment. You are not under obligation to use the full value of your vouchers during one session. Late cancellation and “failure to show” terms as laid out above also apply to gift vouchers.

Price Alteration

We reserve the right to alter prices without prior notice.

Data Security

Personal details taken from clients during consultation procedures will be kept safe and in the strictest confidence according to GDPR policies.

Medical Conditions

Please inform your therapist of any medical condition including pregnancy prior to booking as some treatments may not be appropriate for you.

Mobile Phones

In the interest of comfort of all our clients, please refrain from using a mobile phone and ensure it is switched off, or on silent, for the full duration of your treatment at the salon.

Children

Please understand that we can cannot accommodate children under 12 unless supervised by an adult during your treatment.

Payment

All cash, credit and debit Cards are accepted except American Express. All prices include VAT  at the  current rate. For a new appointment a deposit of £50 will be charged at the time of booking, in order to secure the appointment. For regular appointments, we reserve the right to charge a deposit if you cancel/reschedule more than once.

Personal Items

Please ensure you retrieve all your personal items before leaving the premises as we cannot be held responsible for lost items.

Refund Policy

We offer a full refund policy on any unopened products returned in a saleable condition with an original receipt within 14 days of purchase.

Opened products cannot be refunded. However, if a product has caused any adverse reaction, please come back to the clinic with the product so that we can carry out an analysis, and if appropriate we can substitute the product which is causing an adverse reaction.

Any adverse reaction must be reported within 48 hours of your appointment.
We offer a full refund policy on any uncommenced treatment courses within 7 days of purchase.

We cannot refund any treatment course that has already commenced unless there are adverse effects directly related to the treatment. We are happy to reallocate this to another service.

If you would like to change your treatment programme, we are happy to transfer any outstanding balance from untaken treatments to other services only.

No refunds are offered for any treatments that form part of a promotional offer. Value packs are only refundable for medical reasons. Any refund agreed is calculated by deducting the full list price of all treatments already taken, plus any charged for non-attendance, from the total price of the course of treatment, with the difference returned to you.

Complaint Policy

We always try to give the best service possible, but there may be times when you feel that this has not happened. you are entitled to lodge a complaint, either verbally, by telephone or in writing. If you require assistance with making your complaint, we will be pleased to help.

The member of staff who initially receives the complaint will convey the details to their designated Manager, and you will receive a reply within two days of lodging the complaint that an investigation into the matter is under way.

During the course of the investigation, we may require you to attend an additional consultation meeting with the practitioner involved in your treatment. If you are not satisfied with this initial attempt at resolution, or have any objection to being seen by this practitioner, the clinic’s manager will review your case.