Please be aware that by making an appointment, you acknowledge that you understand and agree to these terms and conditions. Ovieya London reserves the right to cancel, delay, shorten, or modify treatments where reasonably necessary due to the circumstances outlined below.

Terms and Conditions - Ovieya London

1. Booking and Deposit: A non-refundable 50% deposit is required to secure all bookings. This deposit will be deducted from the remaining balance.
   

2. Appointment Slots: Clients must ensure they book their appointment slots correctly, as appointments are time-based. Booking the incorrect slot may result in the appointment being unfulfilled.
   

3. Appointment Duration: Clients should refrain from booking longer appointments for "more time," as this negatively impacts our appointment calendar. Continual and intentional booking of incorrect durations may result in the client being charged the full amount of their booking slot, regardless of the service provided.
   

4. Booking Appointments: To ensure availability, we encourage you to book your treatments promptly at Ovieya London. Re-booking at each appointment is advisable, particularly during busy periods. Appointments can be scheduled via our booking site, by phone, email, or through Instagram messenger. Upon booking, you will receive a confirmation email. Please review your appointment details and notify us promptly if any information is incorrect. Appointment reminders will be sent via text message and/or email 48 and 24 hours before your appointment, allowing you to confirm, reschedule, or cancel by contacting us immediately. If you are unable to attend your appointment for any reason, please inform us promptly, enabling us to allocate the time to another client.

5. Appointment Cancellation and Rescheduling: To ensure the retention of your deposit, please avoid cancelling appointments to rebook them. If you need to reschedule or amend your appointment and cannot do so on your own, kindly contact us for assistance. Note that cancellations made within the 48-hour cancellation window (refer to point 19) for the purpose of rescheduling will necessitate a new deposit.

6. Age Limit: Clients must be at least 16 years old to book appointments through the website. Clients below this age will require in-person parental consent and/or supervision.

7. Arrival Time: Please arrive punctually for your appointment. If you arrive early, kindly be prepared to wait until your scheduled appointment time.

8. Late Arrivals: If you anticipate running late, please notify us as soon as possible, as it may affect the schedule for the entire day.  We will endeavour to accommodate late arrivals within 15 minutes of the appointment time by performing the most comprehensive treatment possible within the remaining time, charged at the full price. However, some treatments may be impacted by late arrival, leading to the inability to honour the booking. Unfortunately, arriving 15 minutes after the scheduled appointment time may result in cancellation of the treatment, with full charges applied. No further appointments will be scheduled until payment is settled.
   

   We advise planning ahead for your visit to Ovieya London. We are available to address any inquiries regarding directions.

   Ample off-street parking is available outside the salon, with pay-and-display facilities. 

9. Lateness Policy: A grace period of 15 minutes is allowed for lateness. After this, a late fee of £15 will be charged until 30 minutes, at which time the appointment may be cancelled at the technician's discretion.

10. Cancellations and "No Shows": If you need to cancel your appointment, we kindly ask that you contact us at least 48 hours in advance. As we reserve your booking slot and may turn away other clients, any cancellations with less than 48 hours' notice may result in treatment fee charges up to and including 100%, and no further bookings will be made until the outstanding amount is settled. For comprehensive details, please refer to our separate cancellation and "no show" policy.
    

11. Children Policy: While we love children, the salon may not be the safest place for them due to chemicals and hot instruments. We advise against bringing young children and toddlers to appointments, except when they are the client. In such cases, they must be supervised by an adult. If unavoidable, children must remain seated and entertained to avoid disturbing other clients or staff. We reserve the right to reschedule or cancel appointments if these conditions cannot be observed. Any child under the age of 16 must be accompanied by an adult, and we will require a parental consent form to be signed covering any child who is receiving a treatment.
    

12. Client Questionnaire & Health Conditions: Prior to receiving any treatments, all new clients will be required to fill out a Client Record Card. Our technicians cannot proceed with any treatments until this form has been completed.
    

    When completing the Client Record Card, please inform us of any medications, health conditions, allergies, or injuries that may impact your treatment. It is your responsibility to notify us of any changes in your circumstances before proceeding with your treatment. 

    
    We reserve the right to ask relevant questions pertaining to each treatment at each visit. Additionally, we may request you to update your Client Record Card every 6 months to ensure our records are current and accurate.
    

13. Allergies and Special Requirements: Clients must inform us of any allergies or special requirements at the time of booking to enable us to adequately prepare. 
    

    Accordingly, you accept that we shall not be liable if any such matters or other relevant information are not disclosed prior to treatment. If such relevant information is not disclosed in advance and is either subsequently disclosed or suspected by Ovieya London employees at their sole discretion, you acknowledge that Ovieya London may not be able to provide a treatment and, should service be refused due to non-disclosure, Ovieya London reserves the right to charge in full for treatments booked.
    

    Examples of matters which must be disclosed to us prior to treatments:

    • If you suffer from any allergies or medical conditions (e.g. heart condition, high/low blood pressure, diabetes, viral, bacterial or any other type of infection) or have or have recently had any injury. This may mean that some treatments are contraindicated in part or in full.

    • If you have recently undergone an operation or received or are undergoing treatment for cancer or any other major medical condition within the last 5 years.

    • If you have bruising, rashes, swelling, skin tags, open sores or wounds, sunburn or have had sun exposure in the 48 hours prior, raised varicose veins, phlebitis, psoriasis, raised moles, undiagnosed bumps, athletes foot, verruca, fungal nail infection, ringworm, recent scar tissue, onychoptosis, pseudomonas, onychia, whitlow, fever, haemophilia, neuralgia, scabies, chilblains, recent broken bones or fractures.

    • If you are pregnant or trying to become pregnant.
      

14. Noise Disturbance: Clients or their children that make excessive noise or who otherwise, at our sole discretion and in our sole judgment, disturb other clients, will be kindly asked to leave.
    

15. No Smoking and Intoxication Policy: No smoking is allowed in the Salon. Clients must not be intoxicated on-site. Should clients become intoxicated, Ovieya London reserves the right to require them to leave.
    

16. Consideration for Neighbours: When leaving or smoking outside, clients must be mindful of residential neighbours and keep noise to a minimum. Clients should refrain from smoking directly in front of the salon door as the aroma travels back into the salon.
    

17. Refund Policy: Should a client be asked to leave due to breach of these terms, no refund will be given.
    

18. Refund Policy - Services: Our treatments are conducted by experienced technicians. If you are unsatisfied with a treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure outlined below. We do not offer refunds on any treatments; however, we will promptly investigate your concerns and strive to resolve the matter expediently.
    

19. Rescheduling and Cancellation: 48-hour notice is required to reschedule or cancel an appointment. Failure to provide this notice will void the deposit, and a new deposit will be required. Same-day rescheduling is considered a cancellation, and the old deposit will be voided, requiring a new deposit. Cancellations due to lateness will require a new deposit to rebook.
    

20. Communication: We are here to help, so feel free to contact us with any inquiries.
    

21. Loss or Damage of Personal Items: Please ensure that you keep your personal belongings with you at all times and consider leaving any valuables at home.
    

22. Salon Etiquette: At Ovieya London, we uphold the principle that our clients have the right to be heard, understood, and respected. Similarly, we believe that our staff deserve to work in a safe environment, free from any form of abuse or harm inflicted by others. We expect all clients to treat our staff with courtesy and respect at all times.

    
    Aggressive or abusive behaviour encompasses any language (verbal or written), threats, derogatory remarks, or rudeness that may cause our staff to feel afraid, threatened, or abused. Additionally, we consider inflammatory statements, discriminatory remarks, and unsubstantiated allegations as forms of abusive behaviour. Should a client be asked to leave due to breach of these terms, no refund will be given.

    In instances where a client displays aggressive or abusive behaviour, we reserve the right to discontinue the service and/or refuse future treatments to the client. We also reserve the right to report any instances of aggressive or abusive behaviour to the police if deemed necessary.
    

23. Complaints Procedure: At Ovieya London, our aim is to ensure that every client is delighted with the services they receive. However, we understand that, on occasion, things may not meet your expectations. In such instances, we are committed to addressing and rectifying any issues promptly. 

    This procedure outlines how to bring matters to our attention if you are dissatisfied with the service provided. We will ensure that all complaints are documented, followed up, and appropriate action is taken to prevent future occurrences. 
    

    The most efficient way to resolve any concerns is to raise them immediately with the technician. They will attentively listen to your concerns and take necessary steps to address any issues. 
    

    To formally register a complaint, please document it in writing via email to contact@ovieyalondon.co.uk. When submitting your complaint, please provide as much detail as possible, including information about your treatment, the date and time of your appointment, and the specific nature of your concerns. 
    

    Your complaint will be evaluated by our management team, and we aim to respond within 2 salon working days upon receipt of your written complaint.
    

24. Client Illness/Health Advisory: Clients are required to contact Ovieya London before their scheduled appointment if they are feeling unwell or experiencing any symptoms of illness. This includes, but is not limited to, symptoms such as fever, cough, sore throat, body aches, or shortness of breath. Failure to notify Ovieya London of any illness or symptoms before the appointment may result in the appointment being rescheduled or cancelled. This measure is in place to safeguard the health and well-being of both clients and staff. Additionally, arriving for an appointment while unwell poses a risk of spreading illness to others within the salon environment.
    

    Depending on the severity of the illness or symptoms, it may be necessary to reschedule the appointment to a later date when the client is feeling better and no longer contagious.
    

    If the client fails to notify us of their illness and shows up for their appointment, we reserve the right to cancel the appointment on the grounds of safeguarding the health and safety of other clients and staff members.

    In the event of a last-minute cancellation due to illness, we will waive any cancellation fees as a gesture of understanding and goodwill. Outside of the original deposit. 

    
    Clients who have been unwell are encouraged to reassess their health before booking a new appointment to ensure they are fully recovered and no longer at risk of transmitting illness to others.

25. Therapist/Staff Illness: Regrettably, there may arise occasions when we must cancel your appointment due to therapist/staff illness or unforeseen emergencies. In such circumstances, if we are unable to reschedule your appointment for another time or with an alternative therapist on the same day, we will need to cancel your appointment and rebook you for the next available slot. Rest assured; we will notify you as promptly as possible should we need to cancel your appointment.

26. Unscheduled Shop Closures/Acts of God: In the event of unscheduled shop closures or acts of God beyond our control, including but not limited to natural disasters, severe weather conditions, government-mandated lockdowns, or any other unforeseen circumstances, Ovieya London reserves the right to:

• Cancellation or Rescheduling: Cancel or reschedule appointments as necessary to ensure the safety and well-being of clients and staff.

• Notification: Notify affected clients as soon as possible via email, text message, or phone call to inform them of the closure or disruption and to make alternative arrangements.

• Refunds: Provide credit for any prepaid appointments affected by the closure or disruption, at our discretion.

• Force Majeure: Acknowledge that such events fall under the category of force majeure, relieving Ovieya London of any liability for damages or losses incurred as a result of the closure or disruption.