Frequently Asked Questions
How do I book an appointment?
All appointments can be made by calling the salon on (01323) 301660.
At this time, we don’t currently have a receptionist so we can only answer calls when we are not in treatment. We recommend you leave us a voicemail or send a text on 07805936074.
We also have a salon app Ovatu You which can be downloaded through the App Store on an iPhone. This is our online booking system where you can make, move and check your appointments 24/7.
When booking online a deposit will be taken to complete the booking. The deposit will be taken off your final payment on the day.
We recommend making block bookings online or rebook when leaving the salon to avoid any disappointment, especially if there are only certain days or times you are available.
When should I arrive to my appointment/what if I’m running late?
If you are new to the salon we recommend you arrive 10 minutes prior to your treatment as you will be asked to fill out a client consultation form if not completed online. We also offer luxury light refreshments which you can help yourself to before your treatment takes place.
If you are late for your appointment your treatment may need to be cut short and you will still be charged for the full treatment, we recommend arriving early to avoid disappointment.
Please try to contact us and let us know if you are running late.
What is our cancellation policy? Booking Terms & Conditions
Booking Terms & Conditions
We uphold a strict cancellation policy and we politely ask that you respect our policy.
Our time is valuable and when a booking is made it is held especially for you.
All bookings require a non refundable £10 deposit for each treatment to secure the space, it is then deducted from your final payment on the day. The deposit is taken automatically upon making your booking.
24 HOURS NOTICE
We require a minimum of 24 hours notice for all cancellations/rescheduling of appointments, if cancelled/rescheduled with LESS than 24 hours notice, we reserve the right to charge 50% of the treatment cost (pre paid deposits will be included in this cost) and full payment in advance will be required to secure any further bookings.
BOOKINGS WITH NO DEPOSIT
If no deposit is taken (eg. appointment booked in salon) and you cancel within 24 hours, we reserve the right to ask for a late cancellation charge of 50% of the total appointment cost, then payment in full in advance, to book any future appointments.
FAIL TO ATTEND
If you do not show for your appointment and haven’t contacted the salon, you may be removed from the online booking system. Please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.
If necessary, we reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non refundable deposit and will be retained in proportion to the above late cancellation charges.
No charge will be applied if cancelling/rescheduling due to having to isolate relating to Covid. (Proof will be required e.g track & trace text/positive test results.)
DEPOSITS REGARDING AESTHETIC TREATMENTS
Deposits are taken for all complimentary consultations regarding any aesthetic treatments but will be deducted from the cost of the treatment if you wish to go ahead. If you choose NOT to go ahead, the deposit will be refunded. If you do not attend the consultation following our policy rules we reserve the right to retain the deposit.
Thankyou for your co-operation.
Do I have to pay a deposit?
We require a £10 non-refundable deposit for every booking. This can be paid over the phone or online through our booking system.
Why do I need to fill in a consultation form?
It is very important our clients fill out a confidential consultation form prior to your appointment as it can determine allergies & sensitivities. Some treatments and products may not be suitable for certain medical problems. All information is kept confidential and in line with GDPR and is not used for marketing without permission.
Can I have treatments if I’m pregnant?
It is really important to let us know in confidence if you are pregnant as there are certain treatments and products not suitable throughout pregnancy. Don’t worry though, we can offer lots of treatments and adapt treatments to suit you and your baby.
Why do I need a patch test?
This is to make sure you don’t have a reaction to certain products used. It is required by most insurers that every salon carries out a patch test for all new clients.
The main treatments that require patch testing are lash lifts, lash extensions, brow and lash tinting, brow lamination and microdermabrasion facials.
You can pop in any time for a patch test as it only takes a minute, or if you prefer to make an appointment for this you are able to do so through our online booking system.
Please allow 24 hours after the patch test has been carried out before having one of these treatments.
What types of facials do you offer?
We offer two different types – Beauty Lab facials and Microdermabrasion facials. All our facials are results driven and you will see results after just one treatment.
Beauty Lab Glycolic Peel Facials are unique resurfacing treatments which combine glycolic acid and pomegranate enzyme for optimum affect, leading to softer, smoother and brighter complexion. Although this is visible within the first treatment a progressive 6 week course is recommended.
SkinBase Microdermabrasion is a chemical free, non-invasive treatment that uses ultrafine crystals to exfoliate the skin and remove all impurities. Microdermabrasion achieves amazing results revealing younger, healthier skin from the very first treatment. With each subsequent treatment, the intensity of the microdermabrasion can be increased, reaching deeper layers and successfully removing acne scarring, lifting pigmentation, and smoothing fine lines and wrinkles.
What payment methods do you accept?
You can pay for bookings using Visa, MasterCard or cash. You can also pre-pay for treatments over the phone. To do this, please call (01323) 301660.
Do I need to wear a face covering?
In line with government guidelines, clients visiting the salon are required to wear a face covering, in addition to following our social distancing measures.
Clients are permitted to remove their face covering for their treatment (if treating the face) as their therapist will be wearing a visor and face covering during this time. Clients will be asked to wear their face covering when walking to & from the reception area.
What are you doing to keep us safe during the pandemic?
All staff have completed a COVID-19 Infection and Prevention Control course accredited by the Beauty Guild. We have a specific Covid policy in place which you can view by scrolling to the bottom of the homepage.
Are children or friends allowed to accompany me during my treatment?
Whilst we are still following government guidelines regarding COVID-19, unfortunately children and visitors are not permitted to accompany clients or use our waiting areas.
What are your client age restrictions?
We do not allow any treatments to be performed on any client under the age of 16.
My nail has chipped, what should I do?
After receiving a manicure or pedicure treatment, we will happily repair any nails that have chipped within the first three days free of charge. Any damage to nail polish/gel after this period will be charged £3 per nail.
My lashes have fallen out quickly, what should I do?
There are many reasons as to why lashes could fall out prematurely and this will be explained to you during the appointment. Clients need to follow the correct aftercare and wash their lashes daily, brush through with the lash wand, and be gentle around their eyes. Do not be worried about getting them wet it is absolutely okay! If you are cleaning your lashes every day, then they will last longer!
If a significant amount of lashes fall out within 3 days of application, we are happy to replace and fill any gaps free of charge. Anything past this period will be charged accordingly.