Our booking policy
Booking fees
A booking fee of 50% of the total treatments booked will be payable to accept your booking. The booking fee is non refundable in the event of a late cancellation or late rescheduling regardless of the reasons.
Notice to Reschedule or Cancel an Appointment.
We require a minimum of 24 business hours notice to move or cancel an appointment. This is to enable us to try and fill the space vacated. If insufficient notice is given, a 50% charge will be payable to cover our costs. If you give us less than 12 hours notice, or you forget to attend your appointment altogether, the full cost of the missed service will be payable before we can accept any future bookings. It is likely we have turned other clients away as we appeared fully booked and they will likely have booked elsewhere in the meantime. This is unfair on the other clients and on us as we still have our overheads and staff still need to be paid. We send a confirmation and would respectfully ask that you also put the appointment into your own calendar to minimise the chance of forgetting an arranged appointment.
We send out a courtesy reminder texts to remind clients of their appointments that they chose and booked in. The reminder text is not intended as a reminder to cancel the appointment. Please respect our time as we respect yours and let us know as soon as you know you are unable to attend.
We would respectfully ask that you avoid booking appointments during your work time as we find this often means late cancellations due to sudden online meetings. If you need to pop in during your working day, perhaps call us on the day and see if we can accommodate you, rather than booking an appointment that you then have to cancel on short notice and face a fee.
If we find we have staff issues or illness, we will do our best to cover your booked appointments, but we may need to contact you to adjust your appointments slightly. We will always do our best to minimise inconvenience to you.
Where the appointment time is chosen is in the middle of a larger space, we may contact you to ask if you can adjust your booking up or down so that we can accommodate as many clients as we can. We are always grateful for your flexibility with this. After all, it may be you one day that needs to be accommodated.
Arrival For Appointments
Please arrive at the allocated appointment time. If you arrive early, you may not be able to get in if we are in closed treatments. We will not break another client's treatment to answer the door or the phone, so we would be grateful if you refrain from banging on the door or ringing the phone should you arrive early, as this will disturb the client we are with and spoil their enjoyment. A team member will be there to greet you at your appointment time.
Please note that if you arrive late for your appointment, we may have to adapt the treatment to the time available, or reschedule altogether if there is insufficient time. This will incur a late cancellation fee.
Mobile phones, etc
Please respect other clients in salon and turn your phone onto silent when you come in for your treatments, and please avoid answering calls, playing videos, etc while in the salon. If you’re having a nail treatment, we respectfully ask that you keep your phone in your bag and avoid picking it up as once sanitised, any dust, grease or other debris that gets on the hands and nails could affect the final result.
Children
We totally understand that sometimes it can be hard to find childcare and we welcome well behaved children to the salon. Please remember that there are lots of dangers in the salon environment – hot waxes, chemicals, sharp implements, sharp corners, etc, and as such children must not be allowed to run around the salon. If you’re having a treatment where you can’t watch your child, for example lash treatments, we regret that you’ll need to find someone to care for your child for the duration of your appointment.
We offer treatments for younger guests. If the person you book in is under the age of 16, they will need a parent or guardian present throughout the whole treatment. If a parent or guardian does not attend, we will have to reschedule and a late cancellation fee will be payable.
We do not offer gel polish, nail extensions, eyelash extensions or intimate wax services for under 16s.
Personal Possessions
We ask that you leave your valuables at home wherever possible. Please note that Serendipity will not accept liability for any damage or loss of belongings or personal possessions in the salon or on the premises.
Customer Satisfaction
We strive to ensure perfection with all of our treatments and want our clients to be delighted. If you feel you are in any way unhappy with your treatment, please could you let us know as soon as possible, ideally within 24 hours, so that we can rectify or improve your treatment outcome to your satisfaction.