FAQS AND POLICIES

You may cancel your appointment up to 24 hours before free of charge, either via your Fresha account or by contacting the studio via phone, email or message.

Late cancellations less than 24 hours before your appointment will incur a charge of 50% of your treatment price. If you fail to show up to our appointment with no notice, you will be charged 100% of the treatment price.

If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing your treatment on our Instagram stories. If your appointment fills, the late cancellation fee will be waived.

By booking a treatment with us, clients agree that they accept our policies. As a small business, it is crucial that we adhere strictly to our policies in order to pay our team a fair wage and we greatly appreciate your understanding and cooperation.

If you cancel your treatment less than 24 hours before, but offer to reschedule, the late cancellation fee for your missed treatment still applies, as our therapists need to be paid for their time.

If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing it on our Instagram stories.

If your appointment is filled by another client, the late cancellation fee will be waived.

We’re sorry to hear that you’e feeling unwell. Unfortunately, if you inform us less than 24 hours before your treatment, our late cancellation policy still applies, as our therapists need to be paid for their time.

If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing it on our Instagram stories. If your appointment fills, the late cancellation fee will be waived.

All restrictions for Covid-19 have been lifted in the UK, therefore the late cancellation fee will not be waived if you are unwell with Covid.

If you arrive at your treatment very unwell, our team reserves the right to turn you away from your treatment and reschedule your appointment and you will not be charged.

We recommend arriving around five minutes ahead of your treatment time, so you can relax in our waitspace, have a drink and use the bathroom if you need to.

If you are running late, your treatment will finish at its originally scheduled time and your therapist will be unable to run over. The price of your treatment will also remain the same.

Your therapist will do their utmost to do what they can in the time, but some elements from the treatment may need to be omitted.

If you are more than ten minutes late for a 30 minute treatment, we reserve the right to cancel your treatment and you will be charged in full for the appointment.

If you have a contagious skin infection, our team reserves the right to turn you away from your treatment and reschedule your appointment.
You will not be charged for this.

If you have a diagnosed contagious skin infection, please inform
us as soon as possible. You can cancel your treatment up to 24 hours before your appointment free of charge. We will follow NHS guidance and reschedule your treatment accordingly.

If you cancel your treatment less than 24 hours before due to a contagious skin infection, we will ask to see proof of diagnosis from a doctor or images of the infection in order to waive the cancellation fee. If proof cannot be provided, you will be charged a 50% late cancellation fee for your treatment.

Unused gift vouchers and packages are non refundable.

Our treatment gift vouchers and packages are valid for one year from the date of purchase.

If your gift voucher expires, you are welcome to pay a £20 admin fee to extend the voucher by three months.

We may occasionally ask if you would be happy to move your appointment 15 minutes earlier or later. This could be to accommodate another client, or to avoid empty time in our therapists’ day.

Our team will always ask for your permission before moving your treatment time and you reserve the right to say no if the proposed treatment time is inconvenient.

Occasionally your treatment may be cancelled at short notice due to staff illness. We will always endeavour to do our best to cover your treatment where possible, however we are afraid that this isn’t always possible.

We may offer you a treatment with another therapist at the same studio or at our other studio.

If we have a treatment available with another therapist, but you would prefer to wait to see your regular therapist, we would be delighted to help you to reschedule your treatment or leave this with you to reschedule online at your convenience.

Yes please.

We ask that you please complete your consultation form before every treatment with us, as skin and the body changes.

You may have a new allergy that we aren’t aware of or your skin may be more sensitive to certain treatments since the last time we saw you.

Completing your consultation form ensures that your therapist can get a full picture of your skin and your goals, so that you can get the most out of your treatment.

Unfortunately we are unable to accept re:lax skin store vouchers as payment for our treatments and vice versa, as re:lax skin store is a separate business to our studios.