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Terms and Conditions

We want you to get the maximum benefit from your experience with us. The general information and guidelines below will help you to achieve this.

Booking Confirmations

Bespoke you confirms all client bookings via email and text. We require an up to date and correct email and phone number from you at the time of booking in order for us to confirm your treatment.

Your Arrival

Arriving early is a great idea as you can take your time and relax before your appointment. We offer refreshments upon your arrival.

Late Arrivals

Depending on your arrival time we will determine how much of the treatment we are able to offer. We will do everything we can to accommodate late arrivals, but in some circumstances appointments may have to be shortened or rescheduled.

Personal Belongings

Please note that we cannot take responsibility for any items lost or damaged. Please make sure you take your valuables with you when leaving the salon.

Health Concerns

Please let us know before your treatment if you have any concerns regarding your health or well being. Please notify us upon booking if you are pregnant so that we can advise on treatments and customize techniques that are safe for pregnancy. For your comfort we have a no smoking policy throughout the salon.

Patch Tests

Patch Tests are required on certain services including LVL, Henna Brows, eyelash tinting, brow tinting, HD brows, eyelash extensions. In most cases these are 24 or 48 hours in advance, but please ask our team for more information. In the rare instance that you may experience a reaction, we ask that you inform us within 24 hours.

Quiet

To make the most out of your time with us and in respect for other guests, please ensure your mobile phone is switched off during your visit.

Children

Children under the age of 14 are not permitted in the salon unaccompanied by an adult. We may have to refuse service if the child will be unaccompanied. Children are not permitted in a treatment room, and children are not permitted to accompany their parents into a treatment room.

Feedback

We endeavor to make sure all of our clients receive the very best service and experience possible, and your feedback is extremely important to us. If you would like to share your positive experiences, offer thoughts and suggestions or let us know when something has not reached your expectations, we would love to hear from you.

Deposits

A 50% deposit is required for all treatments over 60 minutes , group bookings (+2 clients) and spa days.Deposits are fully refundable where a cancellation takes place more than 24 hours prior to the appointment time. If an appointment is cancelled or rescheduled without the required 24 hours minimum notice, the deposit is lost and becomes non”‘refundable. Deposits can be paid by phone with a card when making your booking.

Cancellations

If you need to cancel or reschedule your appointment you must let us know before 5 pm the day prior to your appointment. Where notice is not given, 50% of your appointment fee will be charged and missed appointments will a full treatment charge. The account must be settled before any further bookings can be made. Frequent cancellations will result in full advance payments being taken for new bookings.

Online bookings

Small reservation Fee is charged with every online booking. This fee is non refundable and is charged by the Phorest salon software and a third party payment gateway company to cover the costs of payment process.

A cancellation of an appointment will result in loss of the reservation fee. The amount lost depends on the total cost of your booking but will be no more than £1.50. If a booking is partially cancelled (one or more, but not all treatments that are part of the booking) the reservation fee/deposit will not change.
Users may cancel bookings made online up to 24 hours in advance of the time of the appointment online by going to their Phorest account. If an appointment has not been cancelled with 24 hours notice the salon has the right to charge users the balance of the appointment cost (i.e. the payment due in the salon which equals the total cost of the appointment minus the reservation fee/deposit paid online). Users who cancel appointments with more than 24 hours notice will only lose their reservation fee.
By making a reservation with your credit card or bank card, you agree that if you cancel your reservation with less than 24 hours notice or if you fail to arrive by your agreed appointment time, you authorise the services provider to charge to your credit card or debit card without further reference to you an amount lower or equal to your booking or an amount that might be set out in the service provider’s terms and conditions. For this purpose your credit or debit card will be securely stored.

Promotions & Events

We regularly hold exclusive events, launch new and innovative products and treatments and offer exciting special promotions. To keep up to date and ensure you don’t miss out, sign up to our online newsletter via our website. Bespoke you reserve the right to change prices, promotions or age restrictions where necessary at any time. All prices are correct at time of going to print. All prices are listed in UK sterling, inclusive of VAT.

Gift vouchers

Gift vouchers are available from reception, via telephone or through our website. Please note vouchers are valid for 6 months from issue date and are non-transferable and non-refundable.

Complaints procedure

We at Bespoke You are committed to providing a high quality service to all our clients. We are very keen to hear of any situations where we have fallen short of both your expectations and the expectations set by the Beauty salon, so that we can continue to improve our standards and service to all our clients.

Below is the process our Staff has to follow to deal with any such issues. In the first instance of any complaint, no matter how small, must be raised to the Salon Manager (either directly, or via the relevant staff member) within 1 week of the client’s original appointment.

The Beauty Salon Manager will endeavor to rectify your complaint and come to a mutual agreement. Unfortuantley treatments and services are non refundable. Products must be returned unused, unopened with their seal intact and in the same condition as they were originally purchased. We will not accept products for exchange or refund which have been used or are not in the exact condition in which it was purchased from us. This does not affect your statutory rights.

While we rarely receive complaints about our service we believe that is important for any quality focused business to have a published Complaints Procedure which is clear for not only our clients, but for our team as well.