Frequently asked questions

How do I make an appointment?


Appointments can be booked on our website, through the Ovatu You App, by email to katie@thebeautitioner.co.uk or by call/whats app on 01920 355065. Please note that new clients cannot use the 'Book Online' function or Ovatu You App for their first appointment. I like to chat with new clients to ensure you have all the information needed prior to your first appointment with me so ask that you text, call or email to arrange your first appointment. Once your appointment has been made, you will receive an automatically generated email confirmation. You will also receive a system generated reminder by email, 48 hours prior to your appointment. I would be grateful if you could use the link within this email to confirm you will be attending your appointment. On your first visit to the salon, an additional 10mins will be added to your treatment time for completion of all necessary documentation. Please refer to my privacy policy for how this information is collected and stored.




What time shall I arrive for my appointment?


Please arrive at your appointment time as I may be with another client prior to your appointment. If you arrive early, please feel free to text to see if I am free but if you do not receive a response, I would ask that you wait in your car until your appointment time as it is most likely that I am with another client.




What happens if I'm running late for my appointment?


As soon as you know you're going to be late for your appointment, please call or message to let me know. All appointments have been allocated the appropriate amount of time for your full enjoyment of the treatment. Whilst every effort will be made to accommodate unforeseen circumstances, late arrival may limit my ability to offer the fullest experience possible. I will endeavour to complete the treatment in the remaining time. The full treatment cost will remain chargeable. Should you arrive more than 15mins late for your treatment, I reserve the right to cancel your treatment in line with my cancellation policy.




What if I need to cancel my appointment or do not show?


Whilst I understand that sometimes things happen, as a courtesy, I kindly request that you give 48 hours notice of cancellation or appointment changes. This will allow me the opportunity to offer the appointment time to someone else. I regret that a 50% treatment charge will be incurred for all cancellations within 48 hours. I appreciate your understanding and respect of this policy. During the busier months of July/August/December I reserve the right to increase this to 100% of the treatment charge. No further appointments will be booked until this payment has been made. If you fail to show for an appointment, a 100% treatment charge will be incurred. 'No-Shows' are recorded on our booking system and repeated no-shows may result in request of a deposit at the time of booking any future appointments. This also applies to repeated last minute cancellations. If you are know in advance that you will be unable to make your appointment, please get in touch and I will do my best to reschedule your appointment to a convenient time. I request 96 hours notice of cancellation on all block bookings. I regret that a 100% treatment charge will be incurred for all cancellations within 96 hours. Cancellations should be made via the Ovatu You app or by call/what’s app on 01920 355065. I reserve the right to cancel your appointment or transfer to a mutually suitable date/time if, as a result of circumstances beyond my control, I am unable to complete your treatment.




Can I still book an appointment if I am undergoing medical treatment or I am on medication?


A client consultation form must be completed on your first visit. It is your responsibility to disclose to me, prior to your first treatment and any subsequent treatment you receive, full details of any medical condition that you suffer from and/or any medication that you are taking that may effect/prevent the completion of your treatment(s). I do not accept any responsibility or liability resulting from any treatments that you receive where you have failed to fully disclose any such medical condition and/or medication. I reserve the right to refuse treatment if health issues or allergies are disclosed during the consultation that are listed as a contra-indication (where treatment is prevented or an amendment to the service required). A list of contra-indications and/or product ingredients can be provided upon request. Clients with health issues including high/low blood pressure, circulation problems, skin conditions, diabetes, have recently undergone an operation, are on medication, are pregnant, are undergoing treatment for cancer, are advised to check with their GP before booking a treatment. Those clients with serious illnesses may be asked to provide a letter from their GP prior to treatment. I reserve the right to consult with and to request prior authorisation from your GP, consultant, or other medical practitioner before carrying out any treatment. Client authorisation will be obtained prior to doing so.




Can I use my mobile phone during my treatment?


Whilst I appreciate that we all need to take that important call from time to time, using your phone during your appointment can slow me down and/or affect the quality of my work. Ringing phones can also affect the relaxing environment I try to create for you. Please take the time to relax and switch off during your treatment. To ensure you get the most from your experience I recommend switching your phone off or to silent.




Can I bring my children to my appointment?


To ensure a relaxing environment for your treatment, I request that children under the age of 16 do not attend appointments unless they are the recipient of the treatment. This is exceptionally important during closed eye treatments and spray tans. All those under 16 must be accompanied by an adult whilst receiving treatments.




Will my treatment be as described on the website?


Whilst every effort is made to accurately describe each treatment, I reserve the right to change the nature of any treatments, course or package. Changes to treatments may be required in the event that the client suffers from a contra-indication and therefore elements of the treatment are not suitable.




What are the terms and conditions for gift vouchers?


Gift vouchers are non-refundable and cannot be exchanged for cash or other gift vouchers. Multiple gift vouchers may be redeemed in the same transaction. Gift vouchers must be produced at your appointment to be redeemed successfully. Gift vouchers will not be accepted after the expiry date. Vouchers can only be redeemed in salon and cannot be redeemed online. Gift vouchers have no cash value. Gift vouchers will expire on the date marked on the voucher and can be purchased for any value or any treatment available. Gift vouchers presented after their expiry date will be treated as void and the full treatment price will be charged. Late cancellation and ‘failure to show’ terms as laid out above also apply to gift vouchers which will be voided at the salon should you fail to give the required notice for your appointment. Please check required notice periods based on the gift voucher value/treatment purchased. Please note that I do not extend any vouchers so be sure to use them before the expiry date. The responsibility to use the vouchers prior to expiry lies with the recipient and no reminders will be issued by me In the case of vouchers with a monetary value, the amount of your purchase will be deducted from the balance of the voucher. No change will be given. The unspent value with remain on the voucher for the remainder of the validation period or until redeemed. I reserve the right to refuse to accept a gift voucher which I deem to have been tampered with, duplicated, damaged or which otherwise is suspected to be fraudulent. I reserve the right to take appropriate action including cancellation of the voucher if, at my discretion, I deem such action necessary.




How often do you increase your prices?


At The Beautitioner, I make every effort to ensure our prices are competitive and reflect value for money for my clients. I do however have to occasionally increase my prices to reflect increases in costs. Whilst I will make every effort to provide advance notice, I reserve the right to alter my prices without prior notification.




Are there any terms and conditions to your offers and promotions?


From time to time, I offer discounted treatments and/or retail through the salon, online or through social media. These are subject to terms and conditions, which are usually, but not limited to, time, date and availability. Any terms and conditions outside of our standard terms will be highlighted in the promotion. I reserve the right to withdraw such offers at any time.




Are there any terms and conditions to your treatment packages/courses?


Packages and treatment courses cannot be amended/substituted for alternative treatments. Treatment courses are valid for 6 months from the date of purchase unless otherwise stated. All courses must be paid in full at the time of booking/purchase and are non-refundable. Missed appointments will result in treatments being deducted from your course as per Late Cancellation and Failure to Show terms as laid out above.




How do I purchase products?


All of our products that are available to purchase are listed in our online shop as well as being available to purchase in the salon. All retail products must be paid for in full at the time of purchasing/ordering. if you do not see the product you are looking for on our online shop or in salon, please do let me know as I may be able to order the item in for you.




How can I pay for my appointment/products?


We request that where possible, payments for treatments and products are made by card. We accept any credit or debit card that displays a Visa, V PAY, Mastercard, Maestro, American Express, Discover, Diners Club, or Union Pay logo as well as NFC payments via Google and Apple Pay. We also accept cash payments.




Do you offer refunds or exchanges?


Products must be returned unused, unopened, with their seal intact and in the same condition as they were originally purchased. I will not accept, for exchange or refund, any item which has been used or is not in the exact condition in which it was purchased from us unless it is deemed to be faulty. This does not affect your statutory rights. I do not offer refunds for any completed services. However if you are in any way dissatisfied with any aspect of your experience, please contact me within 24 hours of your treatment to discuss your concerns. I will try my utmost to resolve any problems.




My CND Shellac has chipped, will you repair it?


CND Shellac is designed to last 14 days and the aftercare advice should be adhered to, to achieve optimum results. Chips and breakages can occasionally happen. I am happy to offer a free nail repair within the first 3 days after your appointment and repairs after this time will be charged per nail (costs will vary depending on damage/work required to repair). Remember, your nails are jewels not tools!




Are the products you use vegan friendly?


I make every effort to use vegan friendly products where possible. I will only state when treatments are vegan friendly if I have received a confident 100% confirmation that this is the case. Therefore, there may be other treatments that do fall into this category but I will not state this is the case until I receive that clarity. I have noted against each treatment where vegan freindly products are used.




Can I move or cancel my appointment online?


You certainly can! Click here and login and you can move or cancel your appointment. Whilst logged in, you can also update your information and marketing preferences.




What are the guidelines for my appointment during the COVID-19 pandemic?


As you can imagine, now we're open in this very strange time we find ourselves in, our appointments are looking a little different. To make things easier we've put together some guidelines. Full guidelines can be found by clicking the PDF link at the bottom of this page. We hope this gives our clients some reassurance that we are doing all we can to keep them safe.




It is my first visit to The Beautitioner. Is there anything I need to know?


The Beautitioner is a home based salon. The treatment room is on the first floor of my home (up a single flight of stairs) with no lift available. Please bear this in mind if you are looking to make an appointment and suffer with any mobility difficulties. As a home based salon, we are based in a quiet residential cul-de-sac with ample free parking. You can park on the street and are also welcome to park on the driveway for the duration of your appointment.




I'd like to leave a review about my experience. How do I do that?


I love to hear feedback from client's. Reviews are really valuable in helping prospective clients understand more about the experience at The Beautitioner. If you'd like to leave a review, just click here. Thank you for taking the time to leave a review, I really appreciate it. If you are in any way dissatisfied with any aspect of your experience, please contact me to discuss your concerns. I will try my utmost to resolve any problems.





For our full COVID-19 appointment guidelines, just click the PDF link.

Disclaimer

The Beautitioner reserves the right to change any of these terms and conditions from time to time where we consider it reasonable and necessary to do so.