Policies
Contact information
In the event that incorrect information is provided, Eloise Spa & Beauty Therapy may not be held responsible for loss of correspondence.
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If there is an error, or you need to update your details, please email louise@eloisespabeautytherapy.uk to have them rectified.
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Guests
Due to the size of the salon, guests cannot be accommodated at Eloise Spa & Beauty Therapy, unless a carer is required.
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Lateness
If you are running late, please contact me ASAP to us know your expected arrival time. Depending on the service booked, I will either offer a shorter service or your appointment will be cancelled.
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If you are more than 15 minutes late, your appointment will be cancelled and treated as a no-show and charged 100%.
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​Booking Terms
A 25% deposit is required to secure your appointment. This can be paid by card at the point of booking, or I can send an invoice ahead of your appointment.
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Appointments aren’t confirmed until the deposit is paid and will be cancelled and opened up to other clients if it is not paid within 48 hours of booking.
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Reminders
You will be sent a confirmation email as soon as your appointment is booked, then you will also be sent a text reminder to the mobile number on my system, 48 hours before your appointment start time.
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You have 24 hours to amend or cancel your appointment without charge, your deposit can be rolled over to your next appointment.
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Cancellations over 48 hours
In the event of cancellation with over 48 hours notice given, you will be refunded your deposit, less any costs incurred (admin etc). If you need to cancel, please contact us as soon as possible by email, text or online message.
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Cancellations between 24-48 hours
If you cancel or re-schedule your appointment between 24-48 hours before your appointment start time, you will be charged 50% of the full appointment cost.
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If you have paid a deposit, which is more than the amount, you will be refunded the difference or this amount can be applied to a future appointment. If you deposit is less than 50%, you will be invoiced for the remainder.
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Cancellations within 24 hours
If you cancel or re-schedule your appointment less 24 hours before your appointment start time, or do not show up to your appointment, you will be charged 100% of the full appointment cost. You will be invoiced for the amount owed. No further appointments will be offered until all cancellation/no show charges are paid.
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Refusal of service
I reserve the right to refuse a booking or appointment for any reason such as, frequent cancellations, lateness, failure to follow aftercare procedures, failure to comply with the policies listed in these documents.
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Change of Mind
Eloise Spa & Beauty Therapy will not issue price adjustments/refunds for change of mind (in line with the cancellation/no-show timescales). If you attend your appointment and decide you don’t want the full service agreed, you will be charged the full cost of the initially booked service.
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If you do change your mind, you must let me know with at least 48 hours notice and I can amend your appointment without charge.
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Complaints Policy
If you have issue with your treatment or aftercare, please get in touch ASAP so we can put it right for you. You may be offered advice, a free check up appointment to assess the issue and work together on a resolution. If you go to another salon, or make any other amendments without me able to see you, you will void any offer of resolution.
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Consultation Forms
Prior to your appointment, you will be sent a consultation form via email. This must be filled out prior to your appointment to assess suitability for the treatment booked. Failure to complete this form may lead to your appointment being cancelled.
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A Covid-19 pre-appointment questionnaire will be sent via email 24 hours prior to every appointment. This must be filled in prior to your appointment – failure to do so may result in the cancellation of your appointment.
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Card Capture Policy
Card details are held securely by the payment processing service, Stripe. Card details are not visible or accessible to the salon. Payments will only be taken from the card on file in the event of a late cancellation or ‘no-show’ as outlined in the cancellation policy.
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Treatment Suitability & Patch Test
Some treatments are only available to those over a certain age. We may require proof of age for this reason.
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If you have a medical condition, some treatments may be unsuitable for you. You are to advise of any medical condition or ongoing medical treatment.
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We are entitled to refuse treatment based on medical conditions.
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All aftercare will be given. To maintain the effects of your treatment and avoid adverse reactions post treatment please follow aftercare advice given.
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Patch tests must be undertaken a minimum of 48 hours prior to any treatment that requires it. This includes LVL Lash Lift, Brow Tint & Lash Tint.
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Gift Vouchers
Gift vouchers are available in any monetary amount or for a specific treatment. Payment can be made with cash, bank transfer or paypal.
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The following terms and conditions apply:
Vouchers can be used for full or part payment at either home salon or mobile appointments (unless specified on voucher).
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Gift vouchers are valid for 12months from purchase date (unless otherwise specified). Expiry dates are non-extendable.
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Vouchers are non-refundable and a cash refund will be given. Vouchers cannot be replaced if lost, stolen or destroyed.
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If a voucher is for a specific treatment, it cannot be transferred for another treatment. Vouchers cannot be used on products.
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Appointments are subject to availability.
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Vouchers may not used in conjunction with any special promotions or to purchase a discounted treatment.
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If the appointment is cancelled within 24 hours, the amount of the treatment will be deducted from the voucher.
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Eloise Spa & Beauty Therapy reserve the right to add or send these terms and conditions from time to time, where it is considerable for necessary purposes. Reasonable notice will be given where possible.
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Product Sales
All products sold are brand new and for personal use only.
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Refunds cannot be given due to health and safety guidelines. If there are any faults with a product, please inform us and we can report to the manufacturer.
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Personalised products will require a deposit that will be advised at the time of ordering.
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Products can be posted via Royal Mail or collected from the salon.
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Products must be paid for in full at time of order.
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Payment & Prices
Payment must be made in full either in advance of, or at the end of your treatment. Payment can be made by card, cash, bank transfer, paypal or gift voucher.
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We may alter prices without notice but if the price of any service occurs inbetween the booking of your appointment and the date of the appointment, the previous price will be charged. Please see www.eloisespabeautytherapy.uk for the most up to date price list.
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All prices are inclusive of VAT.
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Mobile Appointments
Mobile appointments are available for Spa at Home parties, please contact me for more information. I cover 10 miles from SK1 (central Stockport). If you outside of this area, please message me to discuss possible additional travel charges.
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Please let me know in advance regarding parking at your house, any steep steps, tight corners or anything else that may prevent me from accessing your property with my equipment.
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Home Salon
My home salon is in Offerton, Stockport and is for pre-booked appointments only. Full details of my address, parking and directions will be sent by text/email with your confirmation message.
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Please be aware there is no waiting area, so please don’t arrive too early. Please park considerately.
​My home salon is for ladies only.
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Data Protection
GDPR -How I use your information
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How I collect your data
· Consultation form
· Social media messages
· Text messaging
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Why your data is collected
· Full name and Date of Birth – to distinguish between clients who have the same/similar names
· Address – so I can attend to carry out a mobile treatment
· Phone number/email – to confirm your appointment, to contact you regarding a change in appointment and (with your consent) send you news and special information
· Medical history – to ensure there are no contraindication to the treatment & it is safe to carry out.
· Allergies – to ensure the products I use will not cause you a reaction
· Medication – some medications can be a contraindication to treatment or products used
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How your information is stored
· Your data in digital form is stored in my booking system – Ovatu. Their privacy policy can be found here https://ovatu.com/uk/privacy
· The Ovatu system is password protected with only myself knowing the password
· Any device I use to log onto Ovatu is password protected known only by myself
· Any pictures taken with your permission will not show your full face or have any personal details attached
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How long your information is stored
As per GDPR and my insurance company guideline your information will be kept up till 7 years after your last appointment with me.
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Third Parties
Your information will not be passed onto any other party. I use convertikit to send out emails who are fully GDPR compliant.
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NHS Test & Trace
Following the global pandemic of Covid-19 the UK Government require us to keep client’s details to be able to trace covid-19 transmission in the event of an infected person attending the salon. Should a client test positive for covid-19 your details will be passed on accordingly.
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Your rights
· You have the right to see the information stored
· You have the right to request transfer of information (i.e to another therapist)
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Last updated: 10/22
L. Rycroft Oldham
