Terms & conditions
Booking with Zoe’s Retreat.
By booking an appointment with Zoe’s Retreat, you acknowledge and agree to our terms, appointment and cancellation policy.
Appointments & booking
Appointments are reserved specifically for each client. Please provide accurate contact information when booking and let us know of any relevant changes to your circumstances before your appointment.
Consultations & suitability
Certain treatments require a consultation and suitability assessment before treatment can take place. We reserve the right to decline or postpone treatment where we believe it is not appropriate or safe to proceed. For aesthetic treatments, appropriate consultation, informed consent and suitability assessment will be completed before treatment. Prescription-only treatments are subject to the appropriate prescribing and clinical requirements.
Cancellations & rescheduling
We require at least 48 hours’ notice for cancellations or rescheduling. Cancellations or changes made with less than 48 hours’ notice are subject to a 50% cancellation fee. Missed appointments and no-shows are subject to a charge of up to the full treatment cost. Where possible, we will make reasonable efforts to refill appointments cancelled at short notice. Cancellation charges are applied in accordance with our cancellation policy and reflect the loss arising from the cancelled appointment.
Deposits
A deposit may be required for selected treatments, larger appointments or during particularly busy periods, including Christmas and other peak times. Where a deposit is required, the amount and applicable terms will be explained clearly at the time of booking.
Late arrivals
If you arrive late, your treatment may need to be shortened to avoid delaying the next client. The full treatment price will still apply.
Treatment results & aftercare
Treatment results can vary between individuals. We will provide appropriate aftercare advice and clients are expected to follow the advice provided. For certain treatments, particularly aesthetic procedures, follow-up or review appointments may be recommended.
Respectful behaviour
We are committed to providing a safe, welcoming and respectful environment for our clients and team. We understand that clients may sometimes be disappointed or unhappy and we will always aim to listen to concerns and address them professionally. Abusive, threatening, intimidating, discriminatory, aggressive or otherwise inappropriate behaviour towards our team will not be tolerated. Where such behaviour occurs, we reserve the right to end an appointment or decline future bookings where appropriate. This does not affect a client’s right to raise a genuine complaint or concern.
Prices & treatment information
Prices and treatment information are subject to change. The price applicable at the time of booking will be confirmed where appropriate.
Our responsibilities
We will provide our services with reasonable care and skill and in accordance with applicable legal and professional requirements. Nothing in these terms affects your statutory rights.
Changes to appointments by Zoe’s Retreat
On rare occasions, we may need to change or cancel an appointment due to circumstances affecting the salon or the availability or suitability of a treatment. Where this happens, we will provide as much notice as reasonably possible and work with you to rearrange your appointment where appropriate.
Complaints & concerns
If you are unhappy with any aspect of your treatment or experience, please contact us as soon as possible so that we can investigate and address your concerns. Please see our Complaints & Feedback procedure for full details.
Your statutory rights
Nothing in these Terms & Conditions is intended to limit or exclude any rights or protections you have under applicable law, including your statutory rights.