20:49, Saturday 20th April 2024
Cancellations, Non-Refundable Booking Fees and No-Shows
In order to secure your appointment, we require a deposit at the time of booking.
Card details are securely held by our booking system (Book In Beautiful) and are not viewable by the salon.
Appointment reminders will be sent 48 hours before your appointment so please contact us as early as possible to avoid paying a cancellation charge.
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 (50% for cancellations between 72 - 48 hours and 100% for cancellations within 48 hours of your appointment start time).
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’ll be sent an email confirmation as soon as your appointment is booked, you will 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.
This gives you 24 hours to cancel or amend your appointment without a 100% charge (ahead of our 48 hour cancellation window).
Cancellations within 72 hours will incur a 50% charge of the treatment total.
If amending your appointment, we can roll your deposit over as long as you have given more than 72 hours’ notice.
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.
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. Children are welcome to accompany you to your appointment in the downstairs salon when booking a 'kid's polish' treatment alongside your treatment with us.
Please do not turn up ill to your appointment. If you are unwell you will need to rearrange your appointment.
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 gel/acrylic 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.
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.
​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.
Change Of Mind Policy
Mauka 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 agreed, 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 we can amend your appointment without charge.
Safe Space
Mauka endeavours to be as safe a space as possible.
We are an anxiety-friendly space, and will do our best to make you feel as comfortable as possible.
If you’d like to clarify anything ahead of visiting, please do reach out so we can chat and make any necessary arrangements.
Inclusivity Policy
Mauka Beauty Studio warmly welcomes everyone, regardless of gender, race, sexual orientation, or disability. Our doors are open to all!
The studio is accessible and we have a gender-neutral bathroom.
Please reach out if you need accessible, cultural or religious considerations made ahead of your visit.
Mauka Beauty Studio will not tolerate hateful behaviour. Compassion, kindness and respect are exercised in the studio.
‘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.
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.
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.
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.
Please see our ‘Customer Complaints Policy’ in the salon, for the full policy.
