Terms & Conditions

Every business has terms and conditions – and we home-working beauty therapists are no different. These are here so we’re both clear on how things work from the start. No small print, no jargon, no hidden wording.

Over the years, I’ve had to turn away lots of booking requests because my diary was full, only to receive last-minute cancellations that left gaps I couldn’t refill. That’s been incredibly frustrating and financially damaging.

In the year ending March 2024 alone, late cancellations cost my business £5,500. That’s time set aside especially for someone who didn’t attend or cancelled too late for me to offer the slot to someone else. Unfortunately, a small number of clients have also refused to pay cancellation fees, which makes things even harder.

I completely understand that nobody likes paying for something they didn’t receive. But just like you wouldn’t expect a refund for a concert ticket if you couldn’t attend, appointment times are reserved especially for you.

The only alternative would be to significantly increase my prices to cover these losses across all clients – and that doesn’t feel fair either. So instead, I ask that everyone agrees to the same clear and fair system. If you can’t attend, you cover the loss for the time that was reserved for you. Like you, I have bills to pay.

To protect the business, payment is required at the time of booking. That said, I will always try to be as fair and flexible as possible. If I can refill your appointment and there’s no loss, I’ll work with you. But if there is a loss, there will be a charge.

A printed copy of these terms can be given to you at your first appointment if required, but a digital copy is acknowledged and adhered to when you confirm your appointment.

A Quick Note About Cancellations

I completely understand that life happens. Appointments sometimes need to change because of illness, family commitments, work, or unexpected situations — and I truly do get that.

My cancellation policy is not there to punish, pressure, or disadvantage anyone. It exists simply to protect my small business from financial loss when appointment times can’t be refilled at short notice. When you book, that time is reserved especially for you — and once it’s in the diary, other clients are turned away.

If you ever need to cancel or rearrange, please give as much notice as possible. When enough notice is given, I am 100% committed to doing everything I can to refill the space. I actively contact my waiting list, advertise availability, and make every effort to ensure there’s no loss to the business. If I can refill the appointment without loss, only an administration fee applies.

My policy is about fairness — not profit. I don’t benefit from cancellations, and I will always try to find a solution wherever possible. The more notice you give, the more flexibility I’m able to offer.

Thank you for understanding and for supporting a small, independent business. It genuinely means the world.

New Clients

All new clients must book their first appointment by telephone. Once we’ve built a working relationship, online booking will be enabled for you. A consultation will take place over the phone to assess your suitability for the treatment you’ve chosen In some cases you may need to seek either verbal or written medical consent. Please be honest about your medical history and any medical conditions.

Booking & Payment

Online Bookings

If you have online booking access, payment is required at the time of booking. This secures your appointment and is subject to these terms. If you are redeeming a Gift Voucher or have money on account to use towards your treatment cost, please search for your chosen time online and then contact me to book it in on your behalf. My online system cannot link to your account. No need to pay twice 😊

Telephone or In-Person Bookings

If you book by phone or in person, you can pay in person or via a payment link sent by text/email. Your appointment is not confirmed until payment is received. Until then, the slot may be taken by an online booking or otherwise be over-ridden.

Children & Minors

New clients must be over 18 unless they are the child of an existing client.

Please don’t bring children or companions to your appointment unless they are booked in for treatment themselves. I adore children, but this environment isn’t suitable for little ones who are naturally curious.

Newborns can attend short appointments with prior notice and whilst they are confined to a secure car seat. Your appointment time remains the same and babies cannot be on the couch with you while a treatment is being carried out for Health & Safety reasons.

Minors under 16 (who are children of existing clients) may be treated with parental consent, at my discretion and subject to insurance terms. They must be accompanied by a parent or legal guardian until age 16. Proof of age may be required.

Specialist waxing is not available to under 18s. All minors must have a patch test before waxing. There are no discounted rates for children.

Booking Fees

A 100% booking fee is required to secure your appointment.

Can it be transferred?

Yes – if:

  • You cancel within the cancellation period, and
  • I am able to refill your appointment with no financial loss.

If I cannot refill the slot, the booking fee is retained.

If I refill the space with a lower-value treatment, the difference will be retained and an administration fee (see below) to cover the cost of refilling your appointment.

If I refill it with an appointment of equal value, your booking fee can either:

  • Be refunded (minus a £25 admin fee), or
  • Held on your account for your next booking (minus a £25 admin fee).

No-Shows & Same-Day Cancellations

If you cancel outside the cancellation period or do not attend, you will be charged 100%.

Same-day cancellations are treated as no-shows, regardless of notice given or circumstance.

Why Charges Still Apply

When your appointment is prepared, costs are already incurred — heated wax, hot towels, stones, decanted products, laundry, heating, lighting, and time allocated exclusively to you.

If products haven’t been prepared, I may deduct those specific costs. But if preparation has already taken place, the full fee applies.

Any allowances made will either be deducted from your next appointment or refunded.

£25 Administration Fee

This covers the time and cost involved in attempting to refill your appointment — including contacting waiting lists, marketing, processing payments and refunds, and advertising costs. In some instances the administration fee will not be charged. It is purely discretionary. If your appointment is very easily filled with someone already on a waiting list for example, the admin fee will not be charged.

Changing Your Mind

If you realise you’ve made a mistake when booking, let me know the same day and there will be no charge.

For online bookings, you have 14 days from booking to cancel without charge — unless the appointment falls within that 14-day window, in which case the cancellation policy applies.

Cancellation Policy

If you book online within 14 days of the appointment date and then cancel, the same policy applies.

Rearranging your appointment (unless bringing it forward to an earlier date) counts as cancelling and rebooking.

If you need to cancel, please call me. If you text or email and haven’t had a reply, assume I’m with a client and unaware.

Arriving Late

I run strictly to time. If you arrive late:

  • Your treatment will be shortened if necessary.
  • You will still be charged in full.

If there isn’t enough time left to safely carry out the treatment to a good outcome, it will be treated as a no-show and charged in full.

If you change your mind about the treatment booked, you will still be charged for the original booking unless 72 hours’ notice is given.

Sickness

If you are unwell, please call to rearrange as soon as possible.

Anyone with respiratory symptoms, heavy cold, Covid symptoms, sickness or diarrhoea must not attend. If you arrive unwell, I cannot treat you and the appointment will be charged in full.

If I can refill your appointment with no loss, only the £25 admin fee will apply.

If I am unwell, I will contact you as soon as possible to rearrange. Your booking fee will be refunded or held for a future appointment — your choice. Please bear with me while I recover.

These terms exist purely to protect the business from financial loss — not to profit from life’s mishaps. I will always do my best to refill cancelled appointments wherever possible.

Gift Vouchers

Gift vouchers are treated the same as booking fees. If you cancel late or do not attend, the voucher will be forfeited in line with the cancellation policy. Expired vouchers cannot be used in payment for any service, product or cancellation charge.

Client status may be suspended until outstanding balances are cleared.

I reserve the right to amend these terms at any time. Updates will be shared on my website, social media and via email.

I reserve the right to refuse treatment without prejudice if I deem you not to be suitable or if I don’t feel comfortable. Please be sure to follow all the pre-treatment guidance associated with your booked treatment.