WELCOME TO OUR CLINIC, WE HOPE YOUR EXPERIENCE WITH US MEETS ALL YOUR EXPECTATIONS AND WE LOOK FORWARD TO YOUR REGULAR CUSTOM IN THE FUTURE.
TERMS AND CONDITIONS
Dear Valued Client, the following terms and conditions have been developed for your convenience, care and overall client satisfaction on our services to you, we have run a number of promotions now, and whilst reaching a 98% satisfaction rate on our treatments and client care, we have had problems in handling a vast number of appointments request over a very short space of time, some client were not able to get through for a number of days. We feel the terms and conditions below are the best way forward; however we welcome any positive, workable comments that you may have.
INITIAL APPOINTMENTS REQUEST
INITIAL APPOINTMENTS CAN ONLY BE MADE VIA THE EMAIL ADDRESS AS ADVERTISED ON YOUR VOUCHER.
DEAR CLIENT IF YOU HAVE NOT ALREADY DONE SO, PLEASE EMAIL US, ON THE EMAIL ON YOUR VOUCHER THE FOLLOWING INFORMATION:
1. FULL NAME AND ADDRESS
2. EMAIL ADDRESS
3. TWO TELEPHONE NUMBERS MOBILE AND LANDLINE
4. PREFERRED APPOINTMENT TIMES WITH 3 OPTIONS
5. THE VOUCHER CODE (IF APPLICABLE)
6. PLEASE ADD ME TO THE 12 HOUR NOTICE LIST
(To qualify for this list you would need to be available to take an appointment the next day anytime between the hours of 10am to 7pm)
When we have received the above data, you will know we have your email by the auto-responder sent to you. Be assured your name and contact details will be put on a spreadsheet and you will be in the queuing system, it may take a few days depending on the amount of emails we have to reply too (so please be patient you are on our reply sheet) our receptionists will email you with one of your of appointment options, this appointment will be held for you till the end of the next day, awaiting your confirmation, or we will call you between 10am and 12pm or between 6pm and 8pm, they will make a minimum of 3 attempts to reach you at the contact numbers you have supplied, If we do not have available your appointment options we will email or call you again asking you for further options. Please note that premium time appointments (all day Saturday and weekdays between 5pm and 7pm can sometimes be booked by up to, 2 months in advance . if you are not available by phone or do not reply by email, we will email you informing you that we could not reach you. Your name will come off the list and you will regretfully have to repeat the same process again.
ON YOUR FIRST APPOINTMENT please bring A PRINTED COPY OF YOUR VOUCHER. Without your voucher we may refuse to treat you.
FOLLOW ON APPOINTMENTS can be made when your are at the salon or via email only, one future appointment can be made at a time (this gives everyone equal opportunity to get premium time appointments)
YOUR APPOINTMENT IS VALUABLE TO YOU, please reconfirm your appointment day and time when speaking with the receptionist, as it is generally not possible to fit you in on the day if your appointment is not on the calendar.
PLEASE BE PUNCTUAL FOR YOUR APPOINTMENT
We are generally booked “back to back” with appropriate breaks for our therapist and rarely can we accommodate late clients, even 5 minutes lateness on a 15 minute appointment represents 1/3 of the treatment time.
Three options are open to clients that arrive late for their appointment.
We will endeavour to do your treatment with the time left on your appointment, however if your therapist feels that she can not give a safe professional treatment in the time left she will not do so, her decision is final and based upon what’s best for you.
We may offer you an alternative therapist this option is subject to the appropriate equipment for your treatment being available.
We will re-schedule your appointment, to your convenience and availability, the fees for re-scheduling are:
£10 for every 15 minutes of time booked.
Remember it’s not us that made you late!
Take it out on the on the persons or company that made you late, not on our receptionist, as much as we can emphasis with you we did not make you late, we are happy to provide you with a letter as to cost incurred for you to take it up with the persons that caused your lateness.
Finding us is clearly indicated on our web-site.
To avoid disappointment we strongly urge that you leave in plenty of time to arrive in time for your appointment; if you arrive early you are welcome to refreshments or take a stroll around Knightsbridge.
PLEASE MAKE SURE YOU ARE CLEAR AS TO WHERE WE ARE LOCATED
1st Floor, 5 Sloane Street, London SW1X 9LA
(Entrance in Basil Street)
Opposite Dolce & Gabbana on Basil Street
From Knightsbridge Underground Station, Exit Sloane St, Exit 3, turn right into Sloane Street, walk towards Sloane Square for 25 metres then turn right into Basil Street, walk 5 metres look for a BLACK Door come up to the 1st floor, where our reception is located.
TO CANCEL AN APPOINTMENT
(PLEASE ALLOW FOR THE FACT THAT WE ARE CLOSED SUNDAY
48 hours notice is required to cancel an appointment this can only be done via email firstname.lastname@example.org or SMS this is your proof you have cancelled your appointment.
TO CHANGE AN APPOINTMENT
To change an appointment please email your request, the same procedure will apply as an INITIAL APPOINTMENTS REQUEST.
PLEASE USE OUR DEDICATED EMAIL email@example.com
All treatment times specified include time for a short consultation/analysis (5 mins) dressing/undressing (5 mins) preparation of room for next client (5 mins) for example a I hour massage/facial would typically be: consultation/analysis (5 mins) 45 mins hands on, then dressing/undressing (5 mins) preparation of room for next client (5 mins), these are typical industry timings for treatments. In some circumstances treatments may end a few minutes early this could be due to a number of reasons, such as faster drying times, faster products absorption by the skin, faster therapist etc, this does not reflect in the quality of treatment we normally add in time to accommodate for things that slow down a treatment. So if your therapist finishes a few minutes early this does not mean that you have not had the best possible treatment, it only shows that we have allowed more then enough time to execute that particular treatment.
OFFERS OF ALTERNATIVE TREATMENT
If an alternative treatment is offered to you by our therapist due to any number of conditions i.e. skin type, allergies, you must before accepting the treatment, sign our "treatment acceptance form" stating that you are happy to change to an alternative treatment from the one you booked and paid for.
ALL IPL CLIENTS MUST SHAVE HAIR IN THE AREAS TO BE TREATED 1-2 DAYS PRIOR TO IPL TREATMENT FAILURE TO DO SO WILL MAKE YOU SUBJECT TO A SURCHARGE.
VOUCHERS OR DISCOUNTS CAN NOT BE USED IN CONJUNCTION WITH ANY OTHER DEAL.
ONLY ONE VOUCHER PER CLIENT ON THE SAME DEAL CAN BE USED.
MORE THEN ONE VOUCHER CAN BE PURCHASED AS GIFTS FOR OTHER PEOPLE.
(Please note if you have purchased a voucher for a friend and they can't use it, they will have to claim it back, you will not be able you use it yourself)
NAILS colours on chart when applied to a clients nails may vary from client to client or from chart to client.
We are open for appointments
Monday to Friday 10am to 7pm
Saturday 10am to 6pm
(SUBJECT TO AVAILABILITY)
We are closed all day SUNDAY
Reception hours for bookings, enquiries etc. our phone will be answered between: 10am to 6pm Monday to Saturday
RUDENESS OR AGGRESSIVE BEHAVIOUR
We have a ZERO tolerance policy to rudeness, aggressive behaviour or raised voices, this applies to clients and staff alike, in the event of a disagreement, late arrival, mistaken appointment time etc. our management are instructed to offer the best possible alternatives i.e. re-booking, upgrade of service, re-fund or alternative treatments etc, this will be at the discretion of the manager and is final, clients that persist, become abusive/loud after an offer to rectify a problem has been given, will be asked to leave the premises, any delay in that request will result in decisive measures by management to remove an offending client, that client will not be treated again at our clinic and any remaining treatments will be lost, if necessary CCTV footage will be made public to demonstrate the behaviour of that client . (please note in law, the owner or their management have the right to not offer there services and ask anyone to vacate there premises with out reason as to why they wish to do so).
CCTV in operation at our reception at all times to protect our clients and our staff from abuse.
WE HAVE NEVER HAD TO RESORT TO THE ABOVE MEASURES AND 98% OF ALL PROBLEMS HAVE BEEN RESOLVED WITH COMPLETE SATISFACTION TO ALL CONCERNED, ESPECIALLY WHEN AN APPROACH OF CALMNESS TOLERANCE AND PLEASANTNESS HAS BEEN USED.