Lateness, Cancellations and No-Shows have a huge impact on the running of our salon. Our diary is tight and an appointment running over by 15 minutes or someone not turning up creates a knock-on effect to our productivity, morale and client experience. We have a strict policy in place to protect our business, team and customers and communication is key so we also adhere to our terms.
We require a minimum of 24hrs notice to cancel or move your appointment. Failure to cancel out with 24hrs or not turn up, will result in a 50% charge of your original appointment cost. We have dedicated that time and space for you to enjoy and may have turned other clients away, so please be curious and contact us as soon as you are aware that you are no longer able to attend.
We cannot guarantee the service that has been booked to anyone who is over 10 minutes late and, in some instances, may not be able to honour the appointment at all, although we will try our best to fit you in. Please call us as soon as you know you will be late so we can do our very best to accommodate you.
Under 10 Minutes
Service may be subject to change
Over 10 Minutes
Service will be subject to change; if you forfeit your appointment then you'll be charged 50% fee
24+ hours notice No Fee
Less than 24hrs Notice 50% of appointment charged
Client No Show
No Contact/Notice 50% of Pre-Booked Appointment Cost
If you have no-showed more than twice then you will be charged 50% of pre-booked appointment cost, pre-pay all future appointments and receive a 3 month online booking ban.
Please note that although we offer a 7 day free fix policy (see fix policy) you must still pre-book this appointment. Lateness & Cancellation Policy still applies to Fix Appointments.
Patch test policy
All tinting, henna and lash lift treatment MUST be patch tested at least 24hrs prior to appointment. If you haven’t had a test/treatment done by us within the last 6 months, then you will need to be tested. Failure to do so will result in your appointment being cancelled and you may still be charged if adequate notice isn’t given. Please see our cancellation policy for details.
Ovatu Loyalty Scheme T’s & C’s
For every £1 spent – you earn 1 point. To redeem £1, you need 10 points.
· Loyalty points can be used on any treatment or towards a payment.
· They must be used with a full paying service or as a part payment and cannot be used solely for full purchases.
· Loyalty points cannot be redeemed in December and cannot be used with offers or promotions.
· Points cannot be exchanged for cash, shared between clients or used then refunded for cash.
· We may amend or terminate the Scheme or amend any of these terms and conditions (including the value of points), at any time.
· Points cannot be used towards the purchase of gift vouchers.
· Points can only be used towards your own treatments and cannot be shared
· Points valid on treatments only
You can view your loyalty points through the OVATU YOU app. Please ask in salon if you are unable to find it, we will be happy to help.
We cater for most ages within the salon. Under 16s MUST have an accompanying adult present. No tinting, lash treatments or nail extensions can be performed on anyone under the age of 16. We do ask that if you need to bring your children with you to appointments (we understand that sometimes it can’t be helped) that they are able to sit and stay relatively quiet for the full duration of your appointment. Other clients may be in the salon to relax.
Gift vouchers are valid for a period of 6 months from the date of purchase. Vouchers are not extendable and once passed their expiry date they will no longer be valid. If unforeseen circumstances have arisen, please feel free to contact email@example.com more information.
When booking through our online system, you will be asked to enter card details to secure the booking. This DOES NOT charge you or take any payment. Your details are held securely with square and we DO NOT have access to your card details. If you cancel within our 24hr cancellation period or fail to turn up to your appointment, we will apply a charge to your stored card, as per our cancellation policy.
We take our clients happiness and experience very seriously and always endeavour to give you the best experience possible. If you feel we have not met your expectations, we would like the opportunity to resolve this.
The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.
All complaints need to be documented in writing via email at firstname.lastname@example.org
Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact complaint.
Your complaint will be assessed and we aim to reply to you within 48 hours of receiving your complaint in writing.
We try our best to resolve any complaints within 4 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.
Products - We cannot give refunds on any products sold to due to personal hygiene and health and safety reasons. If there is a fault with the product we can send back to the manufacturer for review.
Treatments - Our treatments are carried out by a qualified therapist. If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist and follow the complaints procedure (detailed below) We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible.
Unfortunately we may have to cancel your appointments due to therapist/staff illness and emergency. In the case that we cannot reschedule your appointment in the same day we will have to cancel your appointment and rebook you for another day. We will notify you as soon as we can if we need to cancel your appointment.
While we endeavour to keep our website and price lists updated, treatments and prices are subject to change without warning. All prices are inclusive of VAT at 20%. Thank you for your understanding.
Inappropriate or aggressive behaviour towards staff will not be tolerated at any time. Doing so will result in a ban from the salon and no further appointments will be made. In certain circumstances, if we deem reasonable, we will contact the police.