Please be aware by making an appointment, you acknowledge that you understand and agree to these terms and conditions. Zen aesthetics reserves the right to cancel, delay, shorten or change treatments where reasonably necessary as a result of the details below.
BOOKING APPOINTMENTS
Appointments can be booked by text message, email, or telephone. You may also contact Zen Aesthetics via Facebook or Instagram Messenger.
To avoid disappointment, we recommend booking your treatments as early as possible.
If you are unable to attend your appointment for any reason, please inform us as soon as possible. This allows us to offer your appointment time to another client.
CANCELLATIONS and “NO SHOWS”
If you need to cancel your appointment, we require a minimum of 24 hours’ notice. Cancellations can be made by email, text message, or telephone.
If cancelling by text or email, please include your name, the date and time of your appointment, and a contact number. Failure to provide sufficient information may result in your cancellation request not being received or actioned, and charges being applied in accordance with this policy.
Cancellations made with less than 24 hours’ notice will be charged at 50% of the total appointment value.
Clients who do not attend their appointment without providing prior notice will be charged 100% of the total appointment value.
If the appointment has already been prepaid, the payment will be retained in full and is non-refundable. If payment has not yet been made, an invoice will be issued for the full cost of the appointment, along with a payment link.
We respectfully request that any invoices issued in accordance with these policies be settled within 7 days of receipt.
Failure to adhere to these payment terms may result in further action being taken to recover outstanding debts, including referral to a third-party debt recovery agency and, where necessary, legal proceedings.
Please note that no further appointments can be booked until all outstanding balances have been fully settled.
As a small business, these policies are essential in helping us manage costs effectively and continue to provide high-quality services at competitive prices.
ARRIVAL TIME / LATE ARRIVALS
We kindly ask that you arrive on time for your appointment. If you arrive early, please be prepared to wait until your scheduled appointment time; however, we may be able to accommodate you sooner if availability allows.
If you are running late, please contact us as soon as possible. We will always do our best to accommodate late arrivals within a reasonable timeframe. Where possible, your therapist will carry out the most complete treatment possible within the remaining time, and the full treatment price will still apply.
Please note that for certain treatments, late arrival may result in us being unable to proceed with your appointment.
Arriving late may result in your appointment being cancelled, with the full treatment fee charged. No further appointments will be booked until any outstanding charges have been settled.
We recommend planning your journey when visiting Zen Aesthetics. We are happy to assist with directions if needed. Ample free off-street parking is available outside the premises.
GIFT VOUCHERS
Gift vouchers are available for all treatments and products. You may choose either a specific treatment or a monetary value of your choice.
Gift vouchers are valid for 6 months from the date of purchase.
All treatments must be booked in advance and will be treated the same as standard bookings in terms of availability, timing, and quality of service.
Each voucher has a unique code and can only be used once. Please provide your voucher code at the time of booking. You may also be required to present your voucher upon arrival for your appointment.
Gift vouchers are non-refundable and cannot be exchanged for cash. Zen Aesthetics cannot accept liability for lost, stolen, or damaged vouchers.
COURSES OF TREATMENTS
All treatment courses must be paid in full prior to the first treatment. A payment plan option (split into two payments) may be available upon request.
All treatments within a package must be completed within 12 months of purchase. We will make every reasonable effort to accommodate appointments within this timeframe; however, if suitable appointments cannot be agreed, any remaining treatments will be forfeited.
Cancellations made with less than 24 hours’ notice, or failure to attend an appointment, will result in the relevant treatment being deducted from the package.
All package sales are final and non-refundable. However, a full refund may be issued if requested within 48 hours of purchase, provided that no treatments have been used or commenced.
Once a course of treatment has begun, no refunds will be given under any circumstances, except in cases of serious or long-term medical conditions that contraindicate treatment, supported by a medical certificate from a GP.
Any adverse reactions must be reported to Zen Aesthetics as soon as possible by email or telephone.
REFUND POLICY
Services
All treatments are carried out by a qualified therapist to a professional standard. If you are dissatisfied with any treatment you have received, please bring your concerns to the attention of your therapist as soon as possible and follow our complaints procedure. We do not offer refunds for treatments that have been provided. However, we will investigate your concerns promptly and make every reasonable effort to resolve the matter fairly and as quickly as possible.
Products
Products must be returned unused, unopened, with seals intact, and in the same condition as they were originally purchased from Zen Aesthetics.We are unable to accept any items for exchange or refund if they have been used, opened, or are not in their original condition.
This policy does not affect your statutory rights.
COMPLAINTS PROCEDURE
At Zen Aesthetics, we aim to ensure every client is delighted with the services they receive. However, we recognise that occasionally things may not go as expected. If this occurs, we will always strive to resolve any issues as quickly and fairly as possible.
All complaints will be recorded, reviewed, and followed up on where appropriate. We will also take reasonable steps to address any issues identified to help prevent recurrence.
The most effective way to resolve any concern is to bring it to the attention of your therapist at the time of your appointment. They will listen carefully and do their best to address and resolve the issue immediately.
If the matter cannot be resolved in person, or if you prefer to raise it later, complaints must be submitted in writing via email. Please include full details of your treatment, the date and time of your appointment, and a clear description of your concerns.
CLIENT QUESTIONNAIRE & HEALTH CONDITIONS
All new clients are required to complete a Client Record Card before any treatment can be carried out. Unfortunately, we are unable to provide treatment until this form has been completed.
When completing your Client Record Card, please disclose any relevant medical conditions, medications, allergies, injuries, or other health information that may affect your treatment. It is your responsibility to inform us of any changes to your health or personal circumstances prior to each appointment.
To ensure your treatment remains safe and appropriate, we may ask you questions relevant to your treatment at each visit. We may also request that you complete a new Client Record Card from time to time to keep your records accurate and up to date.
CLEANLINESS
We are committed to maintaining the highest standards of cleanliness, safety, and hygiene. All equipment, tools, and treatment areas are thoroughly cleaned and sanitised, with appropriate items disinfected or sterilised after every treatment and service, in accordance with industry best practices.
SALON ETIQUETTE
Zen Aesthetics reserves the right to refuse treatment or service where it is deemed inappropriate or unsuitable to proceed.
Treatments may be refused under the following circumstances (including but not limited to):
If you are under the influence of alcohol or drugs.
If you are under 18 years of age and unable to provide valid proof of age.
If any aggressive, abusive, or inappropriate behaviour is displayed towards staff.
If you present with a contraindication, medical condition, or other health concern that makes treatment unsuitable or unsafe.
If there is a history of repeated cancellations, non-attendance, or outstanding payment issues.
If there is reason to believe dishonest, abusive, or fraudulent behaviour has taken place, including attempts to obtain services without payment or the use of social media in a malicious or defamatory manner.
Where treatments are refused, Zen Aesthetics will always act reasonably and in the interests of client and staff safety.
AGE RESTRICTIONS
Certain treatments are subject to minimum age requirements. Please contact Zen Aesthetics for information regarding the age restrictions that apply to specific treatments.
Clients under the age of 18 may only receive treatment with the written consent of a parent or legal guardian, who must also be present throughout the treatment.
Zen Aesthetics reserves the right to refuse treatment to any client who does not meet the minimum age requirement or where appropriate consent has not been provided.
SPECIAL CIRCUMSTANCES
Certain treatments may be safely performed during pregnancy; however, some treatments are not suitable for clients who are pregnant or breastfeeding. Please contact Zen Aesthetics for advice on the suitability of specific treatments before booking your appointment.
For your safety and wellbeing, we will not carry out treatment if you are experiencing morning sickness, vaginal bleeding, reduced foetal movement within the previous 24 hours, or if you have been advised to remain on bed rest.
Some treatments may also be unsuitable due to certain medical conditions, allergies, medications, or other health-related factors. Please inform us of any relevant medical information when booking and before your appointment. We reserve the right to decline or modify a treatment where it is considered unsafe or unsuitable.
THERAPIST ILLNESS
Whilst we make every effort to honour all scheduled appointments, there may be occasions where we need to cancel or reschedule your appointment due to therapist’s illness, unforeseen circumstances, or other emergencies.
Where possible, we will offer you an alternative appointment on the next available appointment at a time that is convenient for you.
Zen Aesthetics cannot be held responsible for any costs, losses, or inconvenience incurred as a result of appointments that need to be cancelled or rescheduled due to circumstances beyond our reasonable control.
PRICING
Whilst every effort is made to ensure our website, treatment menu, and price lists are accurate and up to date, treatments, services, and prices are subject to change without prior notice.
