Salon Etiquette & T&C's

BOOKINGS AND CANCELLATIONS

• A booking fee will be requested to secure an appointment. Appointments can be booked in person at the salon, over the phone but the quickest and easiest way to book is here on our website.
• All appointment bookings will be confirmed by email and an appointment reminder will be sent out by text message and email 48 hours before an appointment.
• We appreciate that unexpected events happen in life and sometimes you cannot avoid cancelling a scheduled appointment. Please understand that as a salon we run on an appointment basis, when a client cancels late or misses appointments this costs the salon financially, and since we turn away other clients to hold your appointment booking for you these clients miss out on the opportunity to have a treatment.
• If you need to cancel your appointment, please contact us at least 48 hours in advance otherwise a 50% cancellation fee will be charged.
• Cancelling an appointment with less than 24 hours’ notice or failure to attend an appointment will result in the full cost of the treatment(s) booked remaining payable.
• It is essential that you advise us of any medical conditions and allergies prior to arrival so that we can ensure treatments are suitable for you. If you have any medical or special requirements, then please inform us at the time of booking and we can advise you and be prepared for your visit. We ensure the height of discretion on delicate personal issues.

APPOINTMENTS & ARRIVAL

• All treatment timings include arrival, consultation, dressing time, treatment time and aftercare advice.
• For your first appointment please arrive 5 minutes early for your first treatment to carry out the necessary paperwork and arrive a few minutes early for any subsequent appointments.
• We understand that sometimes being late is outside of your control. If you are running late, please contact the salon as soon as possible by phone to allow your therapist to advise on the best course of action.
• We will always do our best to accommodate late arrivals (within 10 minutes of your appointment time) by performing the most complete treatment possible in the time remaining and it will be finished exactly on time as a courtesy to our next client. (Please note this does not include brow appointments or treatments less than 20 minutes long). The full cost of the appointment will remain payable.
• Unfortunately, arriving 10 minutes after the scheduled time of your appointment will result in the cancellation of your appointment. The full cost of the appointment will remain payable.
• Clients who attend appointments showing signs of a transmittable illness will be rescheduled and the full cost of the appointment will remain payable.

CLIENT CONSULTATION & MEDICAL CONDITIONS

• We are legally bound to carry out a medical consultation for each client. We kindly ask for your full communication and honesty. This consultation will also help us ensure that the treatment and products used are suitable.
• Please inform your therapist of any medical conditions including pregnancy prior to booking as some treatments may not be appropriate for you.
• Certain medications may also prevent you from being suitable to certain treatments.
• For clients with serious illnesses, before we can proceed with any treatment, we ask you to provide a letter from your doctor to say that you are able to receive the specific treatment you want to have in our salon.
• Professional Holistic and Complementary therapies are not meant to replace medical treatments or regular check up’s with your GP.
• We are committed to safeguarding the privacy of our customers. Personal details taken from clients during a consultation will be kept safe and in the strictest confidence and are never passed or shared with any other parties. We are fully compliant with the Data Protection Act 2018 (DPA) United Kingdom General Data Protection Regulation (UK GDPR) legislation, please see our privacy statement for further details.

SENSITIVITY PATCH TESTING

• For your own safety we are legally bound to carry out either / or consultations and patch tests 48 hours before the following treatments: eyelash / brow tinting, lash extensions, henna brows, lash lift, brow lamination, advanced cosmetic procedures, ACP (blemish, skintag and mole removal), SMPU (semi-permanent make up) and laser hair removal.
• If you are an existing client and have any of the above treatments regularly with us you must let us know if your medical circumstances have changed, or, if you have not had a treatment within 6 months so we can arrange another sensitivity test prior to an appointment.
• If you do not attend a sensitivity test appointment and you have already booked your treatment, we will attempt to contact you, if we are unable to contact you, that appointment will be cancelled by the salon, and payment will still be required in line with the salon’s terms and conditions.
• COVID-19 and vaccinations. If you have had COVID-19 or your COVID-19 vaccination then we will not be able to do any of the above treatments at least 2 weeks after, this is due to heightened sensitivity levels. If you are called up for your vaccination and have an appointment with us during these 2-weeks post vaccine, please rearrange your appointment.

CLIENT COMFORT

• Don’t worry if you’re feeling nervous and not sure what to expect. Our therapists are always happy to help and here to make your experience enjoyable. If you have any questions, please just ask.
• We strive to provide the highest standard of treatments. Please let your therapist know if there is any way that they can improve your treatment or comfort, for example, deeper or lighter massage pressure, an extra towel, different music, or lighting, so your therapist can make any necessary changes.
• During treatments, therapists are well trained in the art of draping to always respect modesty. Clients are requested to always wear suitable attire.
• Please drink plenty of water as this assists all beauty and holistic treatments. Local Glastonbury water is available in the reception area.

CLIENT CONDUCT

• Olive & Gracie is a place of respect for its clients, visitors, and therapists.
• We are here to look after you throughout your salon experience and assist with any queries or concerns. In line with this we ask that you treat us with courtesy and respect. Whilst these situations are rare, abusive, and inappropriate behaviour will not be tolerated under any circumstances and we will take any appropriate action in such an event.
• Our therapist’s reserve the right to stop a treatment at any time if the client’s behaviour is considered inappropriate.

GIFT VOUCHERS

• Gift vouchers expire 6 months after the date of purchase and are only valid for treatments Monday to Thursday. They cannot be used in conjunction with any special offers or treatment promotions.
• Vouchers must be presented at the time of the treatment, failure to present the voucher will result in the full payment for the treatment being due.
• If you have a gift voucher and do not show up for your treatment or cancel less than 24 hours before your treatment time, you will forfeit your voucher.
• Vouchers are non-refundable or transferable and have no cash value.
• Olive & Gracie accepts no responsibility for lost vouchers.

SERVICE LEVEL COMMITMENT

• We aim to ensure that you will experience an unparalleled level of service and we are so confident of this, that in the unlikely event you are unhappy about any aspect of treatment received, we will work with you to resolve the issue to your satisfaction.
• Please raise your concern with the therapist during the treatment. They will listen carefully and do what they can to rectify your concerns.
• Any problems must be reported and seen at the salon by a senior member of staff within 48 hours of the initial treatment so that we can talk to you in person and to see the issue ourselves. We will not make commitments simply over the phone, email or Facebook message.
• If appropriate we will re-do or provide an alternative treatment (within 1 week of initial treatment) of equal value completely free of charge. The original service will not be refunded.
• Olive & Gracie will not give cash, cheque or credit card refunds for any reason for any services.

CHILDREN AT THE SALON

• For insurance, health, and safety purposes we are only able to carry out certain treatments on under 18s please contact us for further information. Anyone aged under 18 will require parental / guardian permission and a parent / guardian must also be in attendance throughout the treatment.
• We are a child free salon and do not offer childcare facilities whilst you are having a treatment, this is not only for health and safety reasons, but it also ensures we create a peaceful area that is restful for all, especially parents and guardians so that they get their time to relax.

LOSS OR DAMAGE OF PERSONAL ITEMS

• We regret that we cannot be responsible for any loss or damage of personal items at the salon so please only bring essential personal items to your appointment.

MOBILE TELEPHONES

• We strive to create a calming, tranquil ambiance and as a mark of courtesy to other clients and your therapist we kindly ask you not to use your phone whilst in any areas of the salon and to turn your mobile off or to silent.

CLEANLINESS

• In keeping with our commitment to cleanliness, safety and hygiene, our equipment is sterilised and sanitised after every service and treatment.

PAYMENTS

• We accept cash, online payments, and all major credit cards; we do not accept cheques.

PRICES

• Our prices may be subject to change without prior notice.

Thank you for your cooperation and understanding.