Our policy is to protect your right and guarantee your satisfaction with the service(s) that we provided. It is not affected by your rights under the Consumer Right Act 2015.
To allow us to provide a quality service as efficiently as possible, you agree to:
- Ask for the treatment which you would like to have
- Inform our beauty therapists if you are allergic to any chemicals or substances before receiving any treatment
- Provide feedback and or comments to our beauty therapists during treatment so that our staff can satisfy your requirements straight away
- Inform the beauty therapist/salon manager immediately if you have any concern relating to the salon, the staff, or any service
- Inform the beauty therapist/salon manager immediately if you have any concern that you have an infection or any other abnormal reaction or condition concerning your nails or your skin
Various promotional offers are run throughout the year, date and time restrictions may apply. Offers may not be used in conjunction with each other. Beautyfini reserves the right to cancel any promotions running at any time.
If paying with a gift voucher you must provide the details of the voucher at the time of booking. Gift vouchers must be presented at reception upon arrival for the booked treatment. Failure to attend an appointment will result in full or partial payment for your visit to be deducted from your gift voucher value. We will, however, honour the remaining balance on the gift voucher for future use. Gift vouchers are valid for three months. Beautyfini will not accept responsibility for lost, stolen or damaged gift vouchers. Gift vouchers may not be exchanged for cash or other vouchers. Monetary change will not be given on the value of treatments but the balance will remain on the voucher until its expiry date.
Groups of three or more will require a £10 advance deposit for each guess. We are happy to cancel or reschedule group bookings, provided we have at least 48 hours notice. Failure to notify us within 48 hours will result in the loss of group booking appointments and 100% cancellation fee. Group bookings arriving more than ten minutes late risk losing their appointment and being charged in full. Please note in the event of late arrival, we may not be able to carry out the complete treatment, we reserve the right to charge for the full value of the treatment that was made at the time of booking.
Anyone under the age of 16 receiving a service must have a parent or guardian present at the initial appointment to give written consent. We apologize for any inconvenience this may cause, but appreciate your understanding in this matter.
The right to refuse treatment
Please note we reserve the right to refuse treatments to anyone: with a nail condition we suspect may be contagious; with an open or infected wound in the treatment area; in ill health that we suspect may be contagious, or anyone we fear could be further harmed by our services. Those who show disrespect, aggression or rudeness towards Beautyfini staff will not be tolerated. Anyone more than 15 minutes late for an appointment may be refused treatment.
Please do not bring valuables with you to your beauty treatment. Please look after your property while at Beautyfini, as we are not responsible for loss or damage to your personal belongings.
Tinting services require a patch test 24 hours before your first treatment for your safety. If no adverse reactions take place, we will be happy to safely continue with your treatment. We will not be held responsible if you do not disclose any medications or conditions that may affect your treatment. Please inform your beauty therapist of any changes in your health on subsequent visits.
Read our list of nail aftercare top tips to keep your nails looking their best well after you have left the salon. In the event, you chip your nails within three days after lacquering (seven days for gel polish), please report this with a photo to firstname.lastname@example.org and we will offer you a free touch-up on the effected nails within seven days. Outside this period there will be a small fee, please refer to the price list.
Waxing and threading treatments
Follow our guidelines on the aftercare page immediately after your treatment to ensure that you maintain the best results from your treatment. Slight soreness and redness on the skin after treatment are completely normal. If symptoms persist or worsen after 24 to 48 hours post-treatment, especially if it’s your first treatment, please contact us.
To ensure you have the best experience, we suggest arriving 10 minutes before a treatment to allow time to check-in. Customers who are late to appointments may not be honoured. If treatments are offered later than the booking time they may be shorter to allow time for the next booking.
No show and cancellations policy
We are happy to cancel or reschedule appointments, provided we have at least 24 hours notice via email or online. If you do not show up for your appointment or cancel at less than 24 hours notice you will be charged a fee and your details will be on our no-show list. Customers who repeatedly miss or cancel their appointments may be prohibited from making future bookings.
Late to appointments
If you are more than 10 minutes late to your booked treatment we cannot guarantee that we can honour your appointment. Please call us as soon as you know you will be late so we can do our very best to accommodate you. We reserve the right to adapt your treatment and/on charge a fee for late appointments. Customer cancellation fees:
24+ hours notice………………………No Fee
Less than 24 hours notice….50% of booked treatment charged
No Show …………………………….….…….100% of booked treatment charged
If you miss THREE booked treatments without prior notice or cancelling within a good time you will be charged 100% of the pre-booked treatment cost, asked to pre-pay all future bookings and will be banned from booking online for three months.
If for any reason you need to return to make payment after your treatment, we kindly ask you to leave one form of ID. If you leave the salon without paying, unless agreed by us, we will contact the police and prosecute theft of service to the fullest extent of the law.
We always hope to satisfy our customers 100%. In the unfortunate circumstance that you are unhappy with the service that you have received, please contact us and we will endeavour to take the necessary actions to satisfy your needs within three days of receiving your complaint. Please send us your comments and photos in regards to your concerns to email@example.com or call us on 0207 5388855.
No cash refunds will be given after you have left the salon. As soon as you have left the salon that means you have accepted and are happy with the service provided.
- If you are not happy with any of your treatments, please make us aware before you pay. We will make any adjustments necessary to ensure you’re satisfied.
- If you are still not happy with your treatment after we have made appropriate adjustments, you can follow the customer complaint procedure by writing to us stating the reason for your dissatisfaction. Please include photo evidence where relevant.
- We do not give refunds on the grounds of you changing your mind. If, for example, you would like to change the colour of your nail polish after treatment, we can do so at extra cost to you and in the next available treatment slot.
Customer complaint procedure
We recognise the importance of good customer service and high-quality treatments and we set our standards high. Should there be an occasion when we do not meet your expectations we are equally committed to dealing with any complaint in a professional manner.
What we consider a complaint
We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.
Who can make a complaint?
A complaint can be made by any client, or potential client, to whom we have provided a service, or by a representative acting lawfully on their behalf.
How can you make a complaint?
You can make a complaint by contacting us by any of the following means:
In writing addressed to Beautyfini, 2 Scott House, Admirals Way, London, E14 9UG
By email addressed to firstname.lastname@example.org
By telephone on 0207 5388855
By coming into the salon by appointment. Please phone us to advise when is the most convenient for you to attend.
Acknowledging a complaint:
We will acknowledge a complaint within five working days from the date we receive it. If you have made a verbal complaint we will ask you to fill the complaint form with the full details of the complaint. We cannot deal with any complaints that we have not received in writing.
Investigating a complaint
A complaint will be investigated by a manager or the salon owner who is not directly the subject matter of the complaint. To reach a fair result we will review the relevant information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates. We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. We try our best to resolve all complaints within eight weeks of receiving the initial complaint.
Providing a final response
Once we have completed an investigation we will set out the results of our investigation in writing. Once you receive our final response, if you are dissatisfied do not agree with some or all of our findings then you can contact us further to ask us to review our investigation in light of further comments. You can contact us via any of the means listed above.