Booking terms
What happens if you cancel or move your appointment, and when we charge a surcharge.
1. Your appointment
When you book, we hold that time and that machine for you. We cannot see anybody else during it, so please tell us in good time if you cannot come.
You can cancel or move your appointment at any time: call us, or send the salon a message. Our contact details are at the foot of this page and in the legal notice.
2. Cancelling and moving
If you tell us at least 24 hours before the treatment starts, cancelling and moving are free and have no consequence at all.
3. Surcharge
There are two cases in which we charge a surcharge. It always applies to your next booking, and is added to the price of the treatment at that time:
- Late cancellation
- If you cancel or move within 24 hours of the start time, a 20% surcharge is added to the price of your next booking.
- Not turning up
- If you do not arrive and do not tell us, a 30% surcharge is added to the price of your next booking. Arriving more than 10 minutes after the start time also counts as not turning up.
The surcharge is applied at the salon: it is added to the price of your next treatment, and you pay it in cash at the desk together with the treatment. The website and the booking system handle no money: they only record which appointment the surcharge is for.
If you think a surcharge was recorded by mistake, tell us: talk to us at the salon or on the phone and we will look into it. Whether the surcharge is applied is the salon's decision, and in case of a dispute we reserve the right to refuse service.
4. If we cancel
Sometimes we have to cancel an appointment, for instance if the practitioner falls ill or a machine breaks. We will tell you as soon as we can and offer you a new time. You are never charged a surcharge for that.
5. What we record, and for how long
If we record a surcharge as described above, we attach it to your booking and tell you by email. The salon removes the note by hand when it is no longer needed, and at the latest it disappears when the rest of the booking does: 24 months after your appointment. There is more about this in our privacy notice.
6. This text
These terms apply to the booking for which you accepted them. If we change them later, your existing bookings keep the earlier text.