Terms & Conditions
Cancellations, Non-Refundable Booking Fees and No-Shows
In order to secure your appointment, I require a non-refundable booking fee at the time of booking.
When booking online, the booking system may securely capture and store your card details for the purpose of enforcing my cancellation and no-show policy. Your full card details are not viewable by me.
Your booking fee will be requested separately via a Spot payment link sent to you after booking. Your appointment is not confirmed until this booking fee has been paid.
The booking fee must be paid within 24 hours of the Spot payment link being sent. If payment is not received within this timeframe, your appointment may be released and made available to another client.
When paying through Spot:
- If paying by debit card, please select “Direct from Bank”.
- Please only select “Pay by Card” if you are paying using a credit card.
To ensure a smooth experience for all clients, please make sure to accurately record the date and time of your appointment in your personal diary or calendar. This helps avoid any scheduling conflicts and ensures you receive the best possible service.
I may need to move your appointment time in order to minimise gaps in my diary. Please double check your appointment time on your reminder email/text.
Please contact me as early as possible if you need to rearrange your appointment to avoid paying a cancellation charge.
If it is more than 72 hours before your appointment, you may rearrange it once and your non-refundable booking fee will be transferred to a new appointment. If you need to rearrange again, you will be required to pay a new booking fee.
Cancellations within 72 hours will incur a charge of 50% of the total appointment cost.
Cancellations within 48 hours will incur a charge of 100% of the total appointment cost.
Any booking fee already paid will be deducted from the cancellation charge owed.
I reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated in accordance with the above late cancellation terms.
If you do not show for your appointment and you have not contacted me, you may be removed from the online booking system, and I may refuse to offer any future appointments.
Where offered, please contact me to book a new appointment. I may require payment in full, in advance of any new appointment.
In the event of a late cancellation or no-show, the card securely held by the booking system may be charged in accordance with my cancellation policy.
If this payment is declined, you will be sent a payment request or invoice for the outstanding balance. Future appointments may be refused until any outstanding balance has been paid.
Appointment Reminders
You will be sent an email confirmation as soon as your appointment is booked. You will also be sent an email/text reminder the day before your appointment.
If amending your appointment for the first time, I can roll your booking fee over to your new appointment as long as you have given more than 72 hours’ notice. If you need to rearrange this appointment again, a new booking fee will be required.
Arrival & Parking
Please allow sufficient time before your appointment to find a suitable parking space and make your way to the studio. Parking in the immediate area is limited, with many spaces reserved for resident permit holders. On-street parking is available on the surrounding streets, although you may need to drive around to find a suitable space and allow a short walk to the studio.
Parking bays are also available on Fairoak Road, a short walk from the studio. These bays are managed through the MiPermit app, which I strongly recommend downloading and setting up before travelling to your appointment. Failure to register your parking correctly may result in a parking charge or penalty.
Parking restrictions on Fairoak Road apply 8am–6pm, with a maximum stay of 5 hours and no return within 2 hours. The first hour is free, with charges applying thereafter. You must still register your vehicle through MiPermit to use the free parking period.
For evening appointments, clients arriving from 5pm onwards can use the free one-hour period until parking restrictions end at 6pm.
Please ensure you allow and pay for sufficient parking time to comfortably cover your appointment. Parking arrangements, restrictions and any associated charges remain the responsibility of the client. I cannot accept responsibility for parking fines, insufficient parking time, difficulty finding a space, or additional parking charges if an appointment runs later than anticipated.
Arriving at the Studio
Please enter through the Abloc Physiotherapy entrance.
If you arrive early, or I am not downstairs to meet you when you arrive, please take a seat in the waiting area immediately to the right of the entrance. I will come downstairs to collect you when I am ready for your appointment.
As my treatment room is upstairs and does not have a separate waiting area, please do not make your way upstairs unattended. This allows me to finish preparing the room and ensures privacy for the previous client.
Lateness
Please let me know if you are going to be late for your appointment. I can usually allow for a few minutes, however I may have clients after your appointment.
If you are more than 10 minutes late, we may have to adjust your treatment or cancel your appointment and apply the above terms as a no-show.
Appointment Etiquette
Please fill out your online consultation form prior to your appointment. Please make me aware of any allergies or medical conditions that I may need to know about before we start your treatment.
Please attend your studio appointment alone. If you arrive for your studio appointment with company or children, your appointment may be refused and you may be charged in full.
If you are booked for a mobile appointment, please arrange alternative childcare during your appointment if your children are under 16, due to the tools and chemical solutions that will be present during your appointment. If young children are present and disrupt the service, your treatment may be refused and you may be charged in full.
If you are unwell you will need to rearrange your appointment. Please do not turn up to your appointment if you are ill. If you do, I may refuse your treatment and you may still be charged according to the above cancellation terms.
Please refrain from using your phone during your appointment. Exception for pedicure appointments.
Please ensure that your nails are bare if you are a new client. If you require a removal of product that was not applied by me, please add this option to your booking.
Change of Mind Policy
I will not issue price adjustments or refunds for change of mind, in line with my cancellation and no-show timescales.
If you attend your appointment and decide that you don’t want the full service, you will still be charged the full cost of the service you originally booked.
If you do change your mind, please let me know with at least 72 hours’ notice, so that we can amend your appointment without charge.
Other Terms & Conditions
Some of my services and treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.
Refusal Of Service
I reserve the right to refuse or cancel a booking for reasons such as frequent lateness or cancellations, failure to follow aftercare procedures, unpaid balances, or failure to comply with the policies listed in these documents.
Safe Space
My appointments endeavour to be as safe a space as possible. I will do my best to make you feel comfortable throughout your appointment.
If you’d like to clarify anything ahead of your appointment, please do reach out so we can chat and make any necessary arrangements.
Inclusivity Policy
Please note that appointments are currently available to women only.
I welcome all women and I am committed to providing a comfortable, respectful and inclusive environment.
I will not tolerate hateful behaviour. Compassion, kindness and respect are expected during our appointment.
Complaints and Feedback
My priority is for you to be completely satisfied with the service you receive from me. I run a professional business and aim to deliver the highest standards in everything I do.
Complaints are rare but I take them very seriously, so I have a complaints policy and process which I follow to make sure that things are put right where needed and I can learn from your feedback.
If you are not happy with the service you receive, please tell me before you leave the appointment, or as soon as possible once I have left if you are a mobile client.
I will listen to your feedback and ask any necessary questions to understand your complaint. I aim to resolve complaints as promptly as possible.
If you have already left the appointment, please contact me before going to another salon, as I need a reasonable opportunity to see and assess the service or treatment you received from me.
If you alter, remove or have the service corrected elsewhere before giving me the opportunity to assess it, I may be unable to rectify the issue or offer an appropriate resolution.