Policies & Procedures

Customer Policies & Procedures.

BOOKING PROCESS

Booking Options:

– Online via Timely (Studio Only) , over the phone, email, Facebook, WhatsApp or text

Payment Policy:

– Payments must be made at appointment, deposits may be required upon booking. Online bookings will require deposits.

– Payment can be made via card, iZettle, PayPal, BACS, Cash and via the booking system (Timely) manually.

Confirmation Process:

РAppointments to be confirmed via the booking app with a 25% booking fee. 

Appointment Reminders:

– Reminders are sent via text at 8am the day before and email 2 DAYS before your appointment.

BOOKING FEE

A booking fee is required for ALL appointments, this is to secure your booking and minimise no shows.

A 25% booking fee is required for all appointments upon booking, whether done in person on via the booking app. This fee is non-refundable. The fee can be transferred to another appointment if more than 48 hours notice is given, if less than 48 hours notice is given to cancel or move your appointment your fee is non-transferable.

The fee is then taken off your appointment total on completion.

LATE ARRIVALS

Please arrive on time.

Lateness may not be accommodated – full charge will still apply.

If you are less than 10 minutes late – I may not be able to do your full appointment, I will try to accommodate but this will depend on my diary.

If you are over 20 Minutes late – you will be turned away, as I won’t be able to fulfil your treatments to my standards, full charge will apply.

NO SHOWS

No shows will not be tolerated.

I work on a 3 strike system – 3 no shows on my booking system will result in you being restricted from making any future appointments without making full payment beforehand.

If you ‘no show’ my booking system will issue an automatic 50% charge – you will not be able to book any new appointments until this charge has been paid.

CANCELLATION POLICY

I require 48 hours notice to cancel or change your appointment.

If you need to amend, change or cancel an appointment please give me at least 48 hours notice, this enables me to fill your slot. Failure to do this will result in you loosing your booking fee transfer.

CONSULTATION 

You will be sent a COVID-19 Health Agreement form prior to your appointment. You will also be sent any relevant consultation forms to ensure your treatment and experience runs smoothly & you get the most from your time with me. Please fill these out before arrival, if you need assistance please let me know, I’m more than happy to help.

Your privacy is important, I maintain confidentiality with the latest GDPR rules.

RIGHT TO REFUSE SERVICE

I have the right to refuse service to anyone unfit for treatment – i.e. under the influence of alcohol or drugs.

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

If you are unable to have particular treatments due to health reasons, I will do my best to recommend an alternative if possible. Doctors note may be required for certain aliments and conditions.

CHILDREN ON SITE

Children are allowed on site, with a parent or guardian, but it is preferable to leave children at home as your treatments may be disturbed. I cannot take responsibility for any children on the premises. They must be supervised at all times.

AGE RESTRCTIONS

My insurance doesn’t cover me to treat anyone under the age of 16 unsupervised. Anyone under the age of 18 will need signed parent or guardian consent to treatment. There are restrictions on certain treatments being performed on children. Please enquire.

REVIEWS

Reviews are greatly appreciated and make a massive impact on small businesses. I have a google my business account, Yell.com account & Facebook business account which all allow you to leave reviews. Please give me your feedback.

COMPLAINTS PROCEDURE

I ensure my work is done to the highest standard, however things do happen. Complaints can be made directly to me, please email me and I will do my upmost to work with you to resolve your complaint. Depending on the complaint depends on the resolution. I do not refund, but I will work with you to ensure you’re happy & will make wrongs right

Unit 27 Menta Business Centre, 21-27 Hollands Road, Haverhill, SUFFOLK, CB9 8PU

M; 07726 318127

E; agirlsbestfriendbeauty@outlook.com