Chloe’s understands that sometimes schedules change and therefore requests at least 24 hours’ notice when cancelling or rescheduling your appointment. Appointments cancelled within 24 hours or for which clients are a “No-show” for will incur a charge of 50% of the service amount. Please note that appointments made within 24 hours may instead be cancelled or modified at least 4 hours prior to the appointment time in order to avoid a charge of 50% of the service amount. Group bookings of four or more people require a notice period of 48 hours (2 days) 

If this is not paid then 100% of the service amount from any future bookings will be charged upon booking.  

Please note that if you are late for your appointment, we may have to reschedule your service if it cannot be completed in the remaining time frame. All attempts to reschedule in a timely manner will be made. If we do not hear from you 10 or more minutes into your scheduled appointment time it is considered a “No-Show” and you will be charged for 50% of the service scheduled. 


Small reservation Fee is charged with every online booking. This fee is non-refundable and is charged by the Phorest salon software and a third party payment gateway company to cover the costs of payment process. A cancellation of an appointment will result in loss of the reservation fee. Online bookings require a 25% booking fee, booking fees are non-refundable however they are transferrable if we are given 48 hours’ notice before your appointments. Any no shows on the day off the appointment will not be able to transfer their deposits and will be taken off our online booking system until the salon has contacted the client to pay the 50% cancellation fee.  


Skin testing must be carried out at least 48 hours prior to any treatment that requires a skin test. This excludes semi-permanent makeup which is 10 days before any semi-permanent make up procedure. If these are not carried out our staff have the right to refuse treatment due to insurance policies.  

It is the client’s responsibility to inform us of any change that could result in needing to be re-tested. If you have not visited us within 6 months of your last appointment you will be asked to come in for another skin test for our therapist to proceed with your appointment. During your patch test our therapist will apply any products that are relevant behind the ear or crease of elbow.  


Promotions are only valid until the date that is given on the promotion sent by text or email or posted on social media and our website. These promotions cannot be extended and are for a limited time only. Our promotions cannot be used in conjunction with any other offers and when booking this promotion must be notified to a member of staff, failing to do this could result in being fully charged or promotion being refused.  


Our gift vouchers are valid for 6 months from date of purchase excluding clients that have purchased Christmas vouchers these will expire 6 months from Christmas day. Gift vouchers and gift cards can be used against any service or retail product however they cannot be used for online booking deposit. Gift cards / vouchers are non-refundable and transferable and any remaining balance which hasn’t been deemed by the expiry date will automatically be removed.  


Our salon staff has the right to refuse service to anyone behaving improperly, intoxicated or if their state of health may influence the effects of the service. 


Please note that we cannot take responsibility for any items lost or damaged. Please make sure you take your valuables with you when leaving the salon. 


Please let us know before your treatment if you have any concerns regarding your health or wellbeing. Please notify us upon booking if you are pregnant so that we can advise on treatments and customize techniques that are safe for pregnancy. For your comfort we have a no smoking policy throughout the salon. 


Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do. Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback. 


Tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within eight weeks. If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different beauty therapist if you prefer, although this may not be possible if the individual is self-employed.  If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.  


 If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties.  It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action. Please note there is a charge of £12 including VAT for the client. 

 Hair & Beauty Mediation can be contacted by: Phone: 01234 831965 Email: Website: www. /complaints 


If you have any questions regarding our policies, please give us a call at 01903 890152. 

Chloe’s Beauty and Skin Clinic are not obliged to read you our terms and conditions at time of booking.