We love our clients at Silk Nails and Beauty - you're part of our family now!
We aim to make sure everyone feels at home here and enjoy an experience which makes you want to return again and again.
We've created a guide to how we do business to ensure our small and special salon meets your needs now and in the future.
Please read over our terms and conditions and, if you have any questions, please get in touch.
TERMS AND CONDITIONS
CANCELLATIONS AND NO-SHOWS
These are the biggest loss for a small salon - the cost from this threatens business survival. Our charging structure is below :
All appointments are subject to our card capture feature. This is part of our booking system - if you cancel within the 48 hour window or do not turn up for your appointment, the system will take a card payment from the stored card.
CANCELLATION LESS THAN 24 HOURS BEFORE APPOINTMENT / NO SHOW / MORE THAN 15 MINS LATE:
The full treatment value (100%) will be charged.
Cancel/re-schedule less than 48 hrs before appointment, 50% of treatment value will be charged.
Please ensure card details are kept up to date. Failure to pay the booking fee will result in all future appointments being cancelled. You will not be able to rebook until the balance is paid.
If you know you are unable to attend your appointment, please let us know as early as possible so we can re-schedule your appointment and avoid any charges. Please call the salon or email to do so.
We reserve the right to ask for payment in full at time of booking. This amount will be treated as a non refundable booking fee and will be retained in full upon late cancellation or no-show.
If you do not show for your appointment and haven't contacted the salon, you may be removed from the online booking system. Repeat lost appointment costs are too much cost for the salon to sustain. Please contact us to book a new appointment, we will require payment in full in advance to secure a new appointment.
LATENESS
Please let us know if you are going to be late for your appointment. We can usually allow for a few minutes, however we can’t guarantee this. If you are more than 15 minutes late, we may have to cancel your appointment or be unable to carry out your treatments and the no show / 24 hour cancellation terms will apply.
CHANGE OF TREATMENTS BOOKED
If you change your mind on the treatments you would like carried out and wish to reduce them/switch to something of lesser value the following rules and charges apply. If you change your mind within 48 hours of the appointment you will be charged 50% of the cancelled treatment. If it is within 24 hours or in person at your appointment you will be charged the full original cost.
PATCH TESTING
For all new eye treatment clients, we must carry out a patch/sensitivity test at least 48 hours before appointment. Any returning clients will have had a patch test or treatment within the last six months otherwise a new patch test will be required. This is non-negotiable and is for your safety. No eye treatments will be performed without a patch test. If you have had a change in medical circumstances since last eye treatment a patch test is recommended even < 6 months.
COMPLAINTS AND FEEDBACK
Our priority is for you to be completely satisfied with our service. As a professional business we aim to deliver the highest standards in everything we do. Complaints are rare and we take them very seriously. We have a complaints process which we follow to make sure that things are put right where needed and we learn from your feedback. Please share with us your feedback and give us the opportunity to improve and grow. Our professional standards mean we respect confidentiality. Customer relationships are at the heart of everything we do.
If you are unhappy with the service you receive, please tell a member of staff either before you leave the salon or as soon as practically possible. We will listen to your concern and actively engage to understand your complaint. We aim to resolve any complaints within one week.
If you have already left the salon and had another salon/therapist work on an area you are unhappy with, we can no longer offer comments as the concern has been handled by an third party. In this instance we would be unable to rectify or offer any sort of resolution.
LOSS OR DAMAGE OF PROPERTY
It is your responsibility as the owner to take care of any property brought into the salon. We take no responsibility for any property which is lost or damaged unless it is damaged accidentally by a member of staff . Anything left in the salon will be held for eight weeks. We will do our best to contact you to retrieve your property. After this, a local charity shop will be offered the item or the item will be disposed of appropriately.
OTHER TERMS AND CONDITIONS
Some services/treatments have their own specific terms and aftercare. These will be highlighted either upon booking, consultation or at your appointment. Failure to follow aftercare is at client’s own risk. We are not responsible for any damage resulting from failing to follow the aftercare given.
Gift vouchers purchased in the salon will not be able to be processed as a deposit on our booking system. Credit/debit card details will have to be entered to secure your appointment (you will not be charged) unless late cancellation or no show.
COVID-19
As a close contact sector we are careful to work within government health guidelines and legislation. These are subject to change and our policies will always meet or exceed what is required. We ask that you observe the guidelines and ensure we take care of each other by taking responsibility for your health when attending appointments and in salon. Helping to keeping our staff healthy means we can keep offering your lovely treatments.
Please if you have concerns and wish to ask for additional PPE to be used by a staff member feel confident to contact us in advance and we will take ever measure possible to make your experience as comfortable as possible.
We continue to upgrade our salon environment with air filtering, ventilation upgrades, low touch processes, this is part of our professional commitment to service and safety.