Cancellation and No-show Policy
100% of the appointment cost will be charged when not arriving for your appointment.
Online bookings require full payment within thirty minutes (30 minutes) of the booking to confirm the appointment. The appointment cancels automatically if unpaid after 30 minutes. The booking confirmation email per se is provisional and do not guarantee an appointment, it’s merely an acknowledgement of the booking made. Your appointment is only confirmed once full payment has been made!
Online bookings carry a 100% cancellation/no-show fee when you do not arrive for the scheduled appointment and the appointment will be considered cancelled! Payments of such appointment is forfeited and no refund will be considered.
In the event of a missed appointment/no-show the full amount paid will be forfeited and the client is kindly required to re-book.
Customers must call at least 24-hours prior to the scheduled time to cancel an appointment. Cancellations or rescheduling of appointments after 24-hours of the appointment (same day as the appointment) will be considered a late cancellation and 50% late cancellation fee applies.
We do understand that emergencies arise and that it may not always be possible to give such notice. Unfortunately, due to the increased number of late cancellations and no shows, it is not sustainable for the salon to bear such costs. No exceptions to the Late Cancellation / No Show Policy will therefore be allowed.
Cancellations that do result in a refund to the client attracts a 5% processing fee due to the management, administrative costs and 3rd party fees associated with secured online payments. Refunds will be processed net of processing fee within 2-3 business days.
Fees charged for late cancellations / no shows must be settled in-salon or EFT before your next appointment. If unsettled, such charges will be added to your next appointment for payment. You will be informed in-salon or via email of such charges.
If you are over 15 minutes late to your appointment, you will need to reschedule, and you will forfeit your deposit when applicable or 50% of the service fee may be charged. We work very hard to schedule the right amount of time for each service and to provide each customer the quality time and service they deserve.
Each appointment is scheduled to provide each client precise work and desired treatment outcomes. As a result, we will not rush your appointment or those of other clients.
We value our clients and therefore customer satisfaction is important to us.
If we do not hear from you 15minutes or more into your scheduled appointment time it is considered a no-show and you may be charged 50% of the scheduled service.
All attempts to reschedule in a timely manner will be made. Rescheduled appointments must be made within 30 workdays. If not, deposits will be forfeited/cancellation fee applies. Unfortunately, we cannot accommodate an appointment to be rescheduled more than once.
Although the Salon assumes no responsibility for reminding customers of their appointments; an automated email confirmation of your booking on the day you book as well as a sms reminder the day before your appointment will be sent to you. If you do not receive this then your information may need to be updated on our system, kindly talk to our Booking Coordinators.
We thank you in advance for your understanding and continued support.
With love and appreciation
– Caroline & UBL Team