Policies & Procedures

Booking Options

 You can secure your appointment via any of the following methods:

• Online via Ovatu

• Over the phone, email, Facebook, WhatsApp, or text message.

 

Payment Policy 

• Payment is due in full at the time of your appointment.

• Deposits may be required to secure bookings for larger or high-priced appointments.

• All bookings require card capture to secure the appointment slot (see CARD CAPTURE policy below).

• We accept payment via card, BACS, and cash, or manually through our booking system. We cannot accept American Express—we apologize for any inconvenience!

Confirmation Process & Reminders

• Confirmation: Appointments are confirmed through the booking app via card capture. You will receive a booking confirmation via email once the process is complete.

• Reminders: Courtesy reminders are sent via text and email 50 hours before your appointment.

• Client Responsibility: Please note these reminders are a courtesy. Your appointment is confirmed at the time of booking via email, and it is your responsibility to manage and amend your appointments as needed.

Card Capture

Your card details are required when booking ALL appointments to secure your reservation and minimise no-shows. These details are stored safely in compliance with all legal practices.

Your card will only be charged if you:

• Cancel with less than the required notice period.

• No-show for your appointment.

• Incur a fee as defined in the RESCHEDULING POLICY below.

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CANCELLATION & RESCHEDULING POLICIES

 

Cancellation Policy

• We require a minimum of 48 hours notice to cancel or reschedule your appointment.

• Failure to provide 48 hours notice will incur a charge of 70% of your booked appointment total. This charge will be processed via your secured card details.

Rescheduling Policy

We are happy to accommodate changes, but frequent rescheduling impacts our availability for other clients.

Rescheduling Limit: You are allowed a maximum of three (3) reschedules per single booking without penalty.

Subsequent Reschedules: A request to reschedule the same booking a fourth (4th) time or more will immediately require a non-refundable Rescheduling Deposit equal to 50% of the total service cost to secure the new date.

Deposit Forfeiture: This Rescheduling Deposit is applied toward the final cost of your service. However, it will be immediately forfeited and non-refundable if the appointment is rescheduled a fifth (5th) time or is subsequently cancelled.

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Site Rules & Client Conduct

 

Late Arrivals

• Please arrive on time. Lateness may not be accommodated, and the full charge will still apply.

• Less than 10 Minutes Late: We will try our best to accommodate you, but this may mean we cannot complete your full booked appointment, depending on the day’s schedule.

• Over 20 Minutes Late: You will be turned away, as we will not be able to fulfill your treatments to our standards. The full charge will still apply as a no-show.

 

Children on Site

• Children are allowed on site with a parent or guardian. However, it is preferable to leave children at home as your treatments may be disturbed, and the treatment area may not be suitable for young children.

• Children must be supervised by their parent or guardian at all times. I cannot take responsibility for any children on the premises.

Consultation

• You will be sent any relevant consultation forms to ensure your treatment and experience run smoothly and you get the most from your time with me.

• Please fill these out before your arrival. If you need assistance, please let me know—I’m more than happy to help.

• Your privacy is important, and I maintain confidentiality in compliance with the latest GDPR rules.

Right to Refuse Service

• I have the right to refuse service to anyone deemed unfit for treatment (e.g., under the influence of alcohol or drugs).

• I have the right to work in an environment that is safe and respectful. You will be blacklisted if you leave without paying for service, or if you are inappropriate, rude, or aggressive toward myself or my staff.

• If you are unable to have particular treatments due to health reasons, I will do my best to recommend an alternative if possible. A Doctor’s note may be required for certain ailments and conditions.

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Feedback and Complaints

Reviews

Reviews are greatly appreciated and make a massive impact on small businesses. Please give me your feedback on any of the following platforms:

• Google My Business

Complaints

I ensure my work is done to the highest standard, however, things can occasionally go wrong.

• Procedure: Complaints can be made directly to me. Please email me and I will do my utmost to work with you to resolve your complaint.

• Resolution: Depending on the complaint, resolutions may vary. I do not refund, but I will work with you to ensure you are happy and will make wrongs right through alternative solutions.