07:39, Monday 29th July 2024
Cancellations, Non-Refundable Booking Fees and No-Shows
In order to secure your appointment, we require a non-refundable booking fee at the time of booking.
Card details are securely held by our booking system and are not viewable by the salon.
To ensure a smooth experience for all clients, please make sure to accurately record the date and time of your appointment in your personal diary or calendar. This helps avoid any scheduling conflicts and ensures you receive the best possible service.
We may need to move your appointment time in order to minimise gaps in our diary. Please double check your appointment time on your reminder email/text.
Please contact us as early as possible if you need to rearrange your appointment to avoid paying a cancellation charge.
If it is more than 72 hours before your appointment, you may rearrange it once and your non-refundable booking fee will be transferred to a new appointment. If you need to rearrange again, you will be required to pay a new deposit.
Cancellations within 72 hours will incur a charge of 50% of the total.
Cancellations within 48 hours will incur a charge of 100% of the total.
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 booking fee and will be retained in proportion to the above late cancellation charges.
If you do not show for your appointment and haven’t contacted the salon, you may be removed from the online booking system, and we may refuse to offer any future appointments.
Where offered, please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.
In the event of a no-show, your card will be charged in accordance with our cancellation policy. If this payment is declined you will be invoiced for the remainder of your appointment cost, and failure to pay may result in legal action being taken against you to recover any monies owed.
Appointment Reminders
You will be sent an email confirmation as soon as your appointment is booked, you will also be sent an email reminder 72 hours before your appointment start time and you will be sent a text reminder to the mobile number you provide (if applicable), 48 hours before your appointment start time.
If amending your appointment, we can roll your booking fee over to your new appointment as long as you have given more than 72 hours’ notice. If you need to rearrange this appointment.
Lateness
Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however we may have clients after your appointment. So if you are more than 10 minutes late, we may have to adjust your treatment or cancel your appointment and apply the above terms as a no-show.
Appointment Etiquette
Please fill out your online consultation form prior to your appointment. Please make us aware of any allergies or medical conditions that we may need to know about before we start your treatment.
Please attend your appointment alone.
Please arrange alternative childcare when attending your appointment. No Children under 16 are permitted in the salon. If you do not attend your appointment alone, you treatment will be refused and you will be charged in accordance with the cancellation policy,
If you are unwell you will need to rearrange your appointment. Please do not turn up to your appointment if you are ill, if you do, we may refuse your treatment and you will still be charged according to the above cancellation terms.
Please refrain from using your phone during your appointment. Exception for pedicure appointments.
If you are visiting us for a nail treatment, please ensure that your nails are bare. We only remove products applied by ourselves, if you require a soak off please book this in addition to your treatment. If you arrive at your appointment with a product applied elsewhere there will be an additional charge added to your treatment total.
Change of Mind Policy
We will not issue price adjustments/refunds for change of mind (in line with our cancellation/no-show timescales).
If you attend your appointment and decide that you don’t want the full service, you will still be charged the full cost of the service you originally booked.
If you do change your mind, please let us know with at least 72 hours’ notice, so that we can amend your appointment without charge.
‘Free Roam’ Policy
At Mauka, we consider ourselves to be a "free roam salon". We do understand that you may wish to move to a different therapist, whether that be that they have better availability or they work a day that suits you better. We promise not to be offended if you do. We regard you as a client of our salon. We offer you the option to select the therapist of your choice or change each time you visit.
Patch Test Policy
Mauka Beauty Studio has a duty of care to make sure that you are protected in the salon. For this reason, we require you to come to the salon at least 24 - 48 hours before your Tint/Lash Lift/Brow Lamination appointment. This is the best way of ensuring that you are allergy free when it comes to your treatment.
If you do not attend your patch test appointment, your service appointment will be cancelled, and treated as a late-cancellation.
Property Loss or Damage
It is your responsibility as the owner, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged.
Anything left in the salon will be held for 4 weeks, we will do our best to contact you to retrieve your property.
If we don’t hear back within 4 weeks, the property will be destroyed or donated.
Other Terms & Conditions
Some of our services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.
Refusal Of Service
We reserve the right to refuse or cancel a booking for any reason such as: frequent lateness/cancellations, failure to follow aftercare procedures, failure to comply with the policies listed in these documents.
Safe Space
Mauka Beauty Studio endeavours to be as safe a space as possible. We will do our best to make you feel comfortable throughout your appointment.
If you’d like to clarify anything ahead of your appointment, please do reach out so we can chat and make any necessary arrangements.
Inclusivity Policy
We warmly welcome everyone to book in, regardless of gender, race, sexual orientation, or disability. Mauka is open to all!
We will not tolerate hateful behaviour. Compassion, kindness and respect are expected during our appointment.
Complaints and Feedback
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process, which we follow to make sure that things are put right where needed and we can learn from your feedback.
If you are not happy with the service you receive, please tell your therapist either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks at most.
If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us looks like.
If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.
