cancellation, reschedule and late policy

Everyone’s time is valuable, including ours.

When you make an appointment with us, that time is reserved for you - and you alone. This means that we cannot book another client in, and do have a long waiting list.

We know things can change, but please make note of our cancellation and reschedule policy in place to protect our small business from financial loss:

Booking Fees:

All services require a 50% non-refundable booking fee to secure the appointment, which will be deducted from the final bill.

Booking fees can be paid over the phone, in-person or via bank transfer. If you have a gift card or e-voucher you wish you redeem against your booking, please call 01235 521 555 or email reception@utopiabeautysalon.com with your voucher number to be used for/towards your booking fee.

Please note that if a booking fee is not paid within 24hrs of your booking being made, the appointment will be cancelled and remain available for others to book. Appointments made for the same day will require a booking fee to be paid at the point of booking.

Cancellations, adjustments and amendments:

If you need to cancel, adjust or move your appointment, we require 48 hours notice to do so, otherwise a charge of 50% will be incurred to cover costs. This will result in the loss of your 50% booking fee.

100% will be charged for appointments cancelled, adjusted or rescheduled on the same day, or missed entirely without notice.

These charges apply per treatment, and so include cancelling, amending or rescheduling part of a booking (for example, booking a full leg and bikini wax but only wanting to go ahead with the leg wax on the day).

If we are able to fill the appointment, no charges will be made.

For appointments cancelled, adjusted or rescheduled with more than 48 notice, your booking fee will be transferred to your account or next appointment (if this is less than 50% of the next treatment, the balance will be required).

If appointments are repeatedly missed or cancelled/rescheduled at late notice, we may ask for full payment upfront at the time of booking to secure any future appointments. 

This policy also applies to vouchers, and any charges incurred will be deducted from your total voucher amount.

Large bookings and Group Bookings:

Large bookings over 2.5hrs or any group bookings will require payment in full at the time of booking to secure the appointments. Cancellations or amendments within 48hrs of the bookings and non-arrivals will result in the loss of your payment and no credit or refund will be given. This applies to large or group bookings paying with vouchers also.

Arriving late for your appointment:

We will always try our best to accommodate if you are running late for your appointment, however this is not always possible without impacting on other appointments. If you arrive late for your scheduled appointment, we may need to cut your treatment short. Where this is not possible, we may need to reschedule all or part of your booking, and in this instance our late cancellation charges of 100% per treatment will apply.

Non-Arrivals:

If you fail to arrive for your appointment and we have not been notified, your 50% booking fee will be retained and you will be invoiced for the remaining 50% of the total cost of services missed. If your booking was part of a course, one service will be deducted from the full course.

Please note that this charge will need to be settled before any further appointments can be booked with us.

If appointments are repeatedly missed with no notice, we may ask for full payment upfront at the time of booking to secure any future appointments. 

Illness:

Please do not attend your appointment if you are testing positive for Covid-19 or suffering from any other contagious illness. To protect our staff and other clients from becoming ill, please call us on 01235 52155 to reschedule at your earliest convenience, or reschedule online.