Luxury Beauty & Spa
All treatment is provided on the terms that all fees paid are in respect of the provision of professional service and not in respect of obtaining any specific result. The practitioner will undertake to use his or her skill, knowledge and experience to the best of his/her ability, on my behalf, to endeavour to achieve a satisfactory result. However, variation in response to any treatment does occur from person to person and that no specific result can, therefore, be guaranteed. In particular, no treatment fees can be refunded in the case of a sub-optimal or unsuccessful result as all fees paid are entirely in respect of the service provided, i.e. professional time, expertise, product costs and other costs incurred by the clinic in providing the treatment and such costs are incurred independently of results achieved. Therefore you must agree to pay the fees in full. Once your appointment is booked, you cannot request a refund. We are obviously happy to provide the treatments that have been paid for on a mutually agreed timetable or to change the treatment, should you change your mind
Missed Appointments & Cancellation Charges
As a result of some last-minute cancellations and a smaller number of occasions where clients have simply not turned-up for their appointment, we have had to introduce a cancellation charge for missed appointments.
We are sure you will understand and appreciate that a missed appointment not only wastes our therapists’ time but it also means that we have potentially disappointed another client who may have had the appointment time instead.
If you are unable to make your appointment, we respectfully ask that you let us know by telephoning us no later than 48 hours before your appointment. This will enable us to offer your appointment to another client or reschedule our team member so they are not left waiting for a non-arrival. If notice is not given, then you agree to forfeit your deposit. We will, of course, take all the circumstances surrounding a cancellation into account but in the majority of situations, it should always be possible to let us know in good time if you are not coming. If you reschedule rather than cancel your appointment with a good reason with less than 48 hours’ notice, we may not lose your deposit.
Deposits for Treatment
When booking a treatment we may ask you to pay a deposit. It will secure your appointment and will be deducted from the cost of your treatment when you settle your account. If you decide not to proceed with the treatment, the deposit will be refunded to you. If you do not attend for your treatment and have not given us the required notice (as above) we retain the right to retain part or all of your deposit to cover the cancellation fee.
Problems and Complaints
We strive to provide a high level of service for all our clients. This includes our availability for any problems that may arise. Should you experience a problem of any kind, we would like to be given the opportunity to resolve it for you. Please contact our reception if you have any problems or concerns and we will do our very best to help you. In addition, we do have a client comments/complaints handling procedure and this is available to view upon request.