I’m a new client, what do I need to know?

We will always try to answer any questions you may have over the phone or by email but in order for us to be able to recommend the right treatments for you, we highly recommend a consultation before booking any treatments. This will help us get a better understanding of your concerns and devise a bespoke treatment plan for you. We offer free online consultations via our website and more in-depth advanced consultations in the clinic. Discover more about our online consultations here or book a consultation in the clinic here. 

Why do you need my contact details?

It’s important we hold your up to date contact details to ensure we can contact you regarding your appointment. Occasionally we will also send you a salon newsletter or details of offers, of which you can opt-out if you wish. Covid update: We cannot accommodate any bookings unless we have your up to date contact details including name, phone number and email address.

This is my first treatment with you, what do you need to know about me?

As some treatments are not suitable for certain conditions, please ensure you notify us at the time of your booking (and in your consultation) of any medical issues, surgeries or pregnancy. If we are not made aware prior to your booking but when you arrive, it may result in your treatment being cancelled. The original charge will still be applied so please ensure you notify us as soon as possible. 

This is my first treatment with you, what do I need to know?

We will send you a consultation 48 hours prior to your appointment to complete and submit back to us before your arrival. This will allow your therapist time to review it and plan ahead for your treatment. When you arrive, your therapist will talk through your concerns with you and answer any questions you may have. After your treatment, your therapist will go over any specific aftercare and may recommend other services or skincare they believe will help you achieve the best possible results. 

Do I need to notify you of any medical conditions?

As some treatments are not suitable for certain conditions and for your comfort and safety, please ensure you notify us at the time of your booking (and in your consultation) if you have any medical issues, allergies, physical issues, disabilities, or if you are pregnant. If we are not made aware prior to your booking but when you arrive, we will endeavour to offer a suitable alternative if possible but it may result in your treatment being cancelled and the original charge will still be applied.

My medical history has changed, what should I do?

If your medical circumstances have changed, this includes but not limited to pregnancy, surgeries, medical and/or skin issues, then you must let the clinic or therapist know as soon as possible to ensure we can carry out your treatments. If your therapist feels that a treatment is unsuitable for you due to your circumstances, we will endeavour to offer a suitable alternative if possible. If we are notified before your arrival, charges may apply. Please contact us about the suitability of a treatment before booking if you are unsure.

I’m trying to conceive / pregnant / breastfeeding, can I have treatments?

Absolutely, we have a large range of treatments that are tailored or can be adapted for pregnancy or breastfeeding. It is vital that you make us aware prior to your booking if you are pregnant or are breastfeeding, even if it’s early on as there are some treatments and products in the salon that aren’t suitable for you and your safety is of utmost importance to us. Please note, you must be at least 13+ weeks into your pregnancy before you can have any treatments. 

Phone bookings

A non-refundable 50% deposit or full payment will be required at the time of booking to secure your appointment(s), which can be paid over the phone or we can send you a payment link to your email address. Any deposit paid at the time of booking will be deducted from treatment total at checkout but in the result of a late cancellation under 48-hour notice or no shows will be charged in full in line with our cancellation policy. 

Online bookings

When booking online or through our app, a small deposit will be taken to complete the booking by taking your card details. This deposit will be deducted from your treatment total at checkout but late cancellation under 48-hour notice or no shows will be charged through this card automatically in line with our cancellation policy. 

What if I’ve paid a deposit but decide to cancel?

All treatments and services at CYB Skin Clinic are non-refundable including deposits. If you decide to cancel and rebook, at a later date, which falls inside our cancellation policy, we will add your deposit to your account which can be used towards a future appointment within a specified time frame. 

We understand clients occasionally need to change or cancel their appointments so if you cannot make your appointment, need to reschedule, or cancel, we kindly ask that you provide us with notice, allowing us to offer your booking time to another guest. 

How long do I have to cancel my appointment?

You are entitled to cancel or amend your booking without charge up to:

3-hour notice for bookings made on the same day         
48-hour notice for bookings up to 2 hours
72-hour notice for bookings up to 3 hours or more

Will I be charged if I fail to show or forget to cancel? 

If you cancel less than the notice required (see above) or do not show to your appointment a 100% cancellation fee will be applied. Please note, this will apply to all bookings including course and membership treatments.

How do I cancel my appointment?

You can cancel and amend your booking online or by contacting us directly 01923 804445 or email info@creatyourbeauty.co.uk. We do not accept cancellations through our Instagram and/or Facebook channels to avoid delay in messages being received. To ensure you notify us in the correct time, we request that we are notified during our working hours, any cancellations or requests to reschedule outside of our working hours won’t be picked up until we return which may result in a late cancellation. Our online booking system will not allow you to cancel or re-schedule your appointment within 48 hours of your appointment.

Please note, all treatments and services at CYB Skin Clinic are non-refundable.

I would like to exchange/return my item, what should I do?

If you’re not entirely satisfied with your purchase, or you’ve changed your mind, we’re here to help. Email us at info@createyourbeauty.co.ukproviding us with your Order Number, item/items you would like to exchange/return and the reason for the exchange/return. You will have 14 calendar to return an item from the day you received it. 

We will only accept returned items provided the items are unused and in the original packaging. We cannot refund any postal charges you incur to both deliver the item to you or to return the item to us, unless we have sent you the wrong items, or your order is faulty, damaged or not as described on arrival. If that’s the case, then the return shipping cost is on us and will be included in your refund.

Once we have received your parcel, we will examine it and a member of our team we will be in contact to confirm the receipt of the returned goods and that your refund/exchange has been issued accordingly. Please allow 10-14 working days for your return to be processed and for our customer care team to contact you.

How do I return my item(s) to you?

You can return your items by post or in store. If you would like to return your item in store, please call us on 01923 804445 to ensure a member of our team is available at reception to deal with your exchange/refund. If you would like to return by post, simply follow these next steps:

1. Package up your unwanted purchase ensuring it’s in it’s original packaging and securely packaged
2. Include a note inside your package providing us with your Order Number and the reason for the exchange/return.
3. Post it to CYB Skin Clinic, 172 Bushey Mill Lane, Watford Hertfordshire, WD24 7PB

Do you offer refunds on treatments?

All treatments booked at CYB Skin Clinic are non-refundable, unless the client is unsuitable based on medical grounds. In this scenario, a doctors note must be provided and a full credit note will be applied to your account to use towards other suitable services.

Do you offer refunds on Courses and Memberships?

All courses and memberships are non-refundable (this includes courses and memberships that have been purchased but not used). If a client is no longer able to have their treatments due to medical reasons, please provide us with a doctors note and we will apply a full credit note (for services not used) to your account which you can use towards other treatments. Credit expiry will be set based on individual circumstances. All courses & memberships (unless stated otherwise) have a 12-month expiry from date of purchase. Once a voucher has expired they will no longer be valid or accepted in store. Expiry dates on promotional courses and memberships may differ, please contact us if you are unsure.

Please note, all courses and memberships purchased between March 2020 – March 2021 have had extended expiry dates applied (expiry dates will differ based on type of course/membership purchased and date of purchase) Please contact us to confirm if your course/membership has been extended and what your new expiry date is. 

Do you offer refunds on Gift Vouchers?

Gift Vouchers are non-refundable or transferable. All vouchers (unless stated otherwise) have a 12 month expiry from date of purchase. Once a voucher has expired they will no longer be valid or accepted in store. Expiry dates on promotional vouchers may differ, please check before using if you are unsure. 

Please note, gift vouchers purchased between March 2020 – March 2021 have had extended expiry dates applied (expiry dates will differ based on date of purchase) Please contact us to confirm if your voucher has been extended and what the new expiry date is. 

When are refunds offered?

Refunds on treatments/courses and memberships are only offered if we have to cancel your appointment for any unforeseen circumstances, such as, staff sickness. However, we cannot be held liable for any government forced closures due to, but not limited to, disease, epidemics and/or global pandemics. The 2020 COVID-19 pandemic has caused CYB Skin Clinic significant financial loss, however, we will of course honour and extend any courses and/or gift vouchers that were purchased or expired during March, 23rd 2020 – 12th March 2021 due to the forced closure.

Do I need to have a patch test?

Some treatments require a patch test to be carried out 24/48 hours prior to your first treatment. This will still apply even if you’ve had the treatment done previously elsewhere, this is because products used in treatments vary between each clinic and brand. If you choose not to undergo a patch test, you will be required to sign a disclaimer form before your treatment is carried out. 

What if I book a treatment without taking a patch test?

If you have booked online for a service that requires a patch test, the system will notify you that you need to book a patch test prior to your appointment, in which case you will need to call us as soon as possible to ensure there is time before your treatment. If you arrive for your appointment without notifying us you will have the option to sign a disclaimer or we will rebook you but please note, the charge for the original booking will still apply as per our policy.

How do I book a patch test?

You can book a patch test by calling us on 01923 804445 or emailing info@createyourbeauty.co.uk and a member of our team will be able to book you in. Patch tests are free and are valid for 12 months, at which point another patch test will need to be carried out. Although we have the option for you to opt not to have a patch test, we highly recommend them especially if you’ve not had that specific treatment before and/or have sensitive skin. Please note, there are some services (such as laser hair removal) where patch tests are required and we will not carry out any treatment until a patch test is done. 

Can I use my phone during my visit?

To ensure that you and all our clients have the best experience, we have a no phone policy through-out the clinic and politely ask that once you enter the clinic your mobile phone is placed on silent or turned off and refrain from taking phone calls in the clinic, this includes treatment rooms as you can still be heard in other treatment areas. Movies, music and all other forms of audio may only be listened to through headphones to avoid disrupting our other clients.

Can I bring friends or family with me?

We understand that you may wish to bring friends and family with you when you attend your appointment but to ensure minimal disruption to other guests attending the clinic we kindly request that you don’t bring anyone in with you unless they are receiving treatments. Due to health and safety regulations, unsupervised children are not permitted in the clinic and/or treatment rooms. If we have to reschedule on the day due to childcare arrangements, you may incur a cancellation fee.

Covid update: To reduce the number of people in the salon at any one time, we are asking all clients to attend their appointment alone.  Our aim is to keep the reception area clear for clients who are waiting to be seen and we will not be permitting anyone who does not have a treatment to wait in the reception area at this time. Please call us on 01923 804445 if you have any questions. 

Where can I purchase a gift voucher?

Vouchers are available to purchase over the phone and in-store at reception for any amount or service. Vouchers are also available to purchase through our website and/or app which we can send as an E-voucher directly to you or the recipients email address. If you require a voucher to be sent by post, a small P&P fee will be added to the total amount. 

Please note, if you purchase your voucher in store or over the phone you will receive a physical gift card. If you purchase your voucher online through our website or app you will receive a virtual E-voucher sent directly to your chosen email address. 

How long do I have to use my gift voucher?

All vouchers (unless stated otherwise) have a 12 month expiry from date of purchase. Once a voucher has expired they will no longer be valid or accepted in store. Expiry dates on promotional vouchers may differ, please check before using if you are unsure. Gift Vouchers are non-refundable or transferable.

My gift voucher expired during lockdown, what should I do?

Please contact us with your voucher number and a member of our team will be able to confirm if you voucher has been extended and what your new expiry date is. 

Where can I buy products?

Products are available to purchase in store and online. 

What brands do you sell?

We sell a wide range of award winning brands including: Advanced Nutrition Programme, Brows by Mii, CACI, Decleor, Dermalogica, Elemis, Environ, Epiderma 5, Genosys, Guinot, Jessica, Kissed by Mii, Mii Cosmetics, Skinbreeze and Spongelle.

Can you ship my items to me?

Yes, you can place orders over the phone or you can purchase your products online here.

What are your delivery options?

We aim to despatch all items ordered within 2 working days of receipt of cleared funds. If you have selected Special Delivery Guaranteed by 1pm please ensure you order is placed before 2pm, otherwise your order may not be despatched until the following working day.

• Royal Mail 2nd Class (delivery aim 2-3 days) – Orders placed after 4pm will be shipped the following working day.
• Royal Mail 1st Class (delivery aim 1-3 days) – Orders placed after 4pm will be shipped the following working day. 
• Royal Mail Special Delivery Guaranteed by 1pm (1-day delivery aim) – Any orders placed after 2pm will be shipped the following day due to the deadline Royal Mail have in place to ensure all deliveries are delivered on time.

Please note, delivery times are estimated (not guaranteed unless stated ‘guaranteed’) and are calculated from the date the order is placed. All items are subject to availability and in the unlikely event that we cannot supply you, we will advise you immediately and you will be given a full refund or credit if preferred.

Need to exchange or return an item?

If you’re not entirely satisfied with your purchase, or you’ve changed your mind, we’re here to help. Email us at info@createyourbeauty.co.uk with your Order Number, item/items you would like to exchange/return and the reason for the exchange/return. You will have 14 calendar to return an item from the day you received it. Please refer to our returns and refunds for details on how to return your item to us.

What is an off peak course package?

We’re always looking at ways we can make treatments more affordable for our clients which is why we have introduced our off peak course packages. Purchase any one of our packages and receive up to 2 treatments free. Once purchased you can then book in your treatments between Monday-Thursday 10am-5pm.

Do you offer course packages on all your treatments?

Yes. We offer course packages on all our treatments but please note the discount applied varies for each treatment so please refer to each package for details. 

Where can I purchase a course package?

You can buy them in store, over the phone or online here

Can I spread my payments over monthly instalments?

Course packages will need to be paid for upfront or at your first appointment session. However, if you are looking to spread the cost, we also offer monthly membership subscriptions for facials, massages, laser hair removal and float therapy. Please get in touch to find out more. 

What are the t&cs for course packages?

Packages must be purchased upfront. Discounts cannot be used in conjunction with any other promotion. Treatments must be booked between Monday-Thursday 10am-5pm. All course packages are non-refundable (this includes courses that have been purchased but not used). If a client is no longer able to have their treatments due to medical reasons, please provide us with a doctors note and we will apply a full credit note (for services not used) to your account which you can use towards other treatments. Credit expiry will be set based on individual circumstances. All courses (unless stated otherwise) are valid for up to 12 months from date of purchase – please refer to each treatment for individual course expiry dates. 

What is a Facial Skin Club Membership?

We are pleased to introduce our Facial Skin Club Membership which offers 5 different memberships starting from only £35 with no joining fees. These memberships ensure that each time you visit your getting exactly what you need, when you need it.

What facial memberships do you offer?

Signature – £35pm
Classic – £55pm
Super – £65pm
Ultimate – £75pm
Platinum – £85pm

Find out more on our vip facial memberships and what’s included in each package here.

What’s included in your memberships?

Each membership includes:

• Monthly facial of your choice (from your chosen package)
• 10% OFF all other treatments 
• 10% OFF all product purchases
• Free Skin Peel, Microdermabrasion or Dermapeel*
• Free Luxury Gift Set*
• Exclusive access to our VIP WhatApp Group 
• Exclusive access to special offers and discounts 
• Weekly opportunities for FREE treatments with access to our modelling list
• Double loyalty reward points at every visit

What other benefits are included?

• No finance 
• No deposits or joining fees
• No credit checks
• Personalised treatment plans 

How does it work?

Our memberships work exactly like your monthly phone bill or gym membership. A monthly automatic payment powered by GoCardless will come out of your account and then each month you can come in for any treatments that are on your membership plan and enjoy the benefits. It’s as simple as that. If you’re unsure of what treatments or membership to go for please get in touch or a book a consultation to speak with one of our skin experts. You can cancel your membership at any time but please note all benefits will stop with immediate effect. 

Do I have to sign a finance agreement?

No – there are no credit checks or finance agreements with our Facial Skin Club memberships, it is just a simple monthly recurring payment. 

How long does a membership last?

All memberships are set on a 12-month membership

Do I need to pay a deposit?

No, your membership will automatically start once your first payment is complete and you can get booked in as soon as you like. 

Is it a pay as you go service?

Our Facial Skin Club memberships must be paid monthly. If you miss an appointment one month, you must still pay the instalment for that month. If you wish to pay as you go, then you can still have facial treatments with us, which will be charged based on our normal price list, however, these will not include any of the benefits included with our memberships.

Can I pay by cash?

Unfortunately not, all Facial Skin Club members must have a monthly recurring payment with us through GoCardless. 

How do I sign up to a membership?

Please contact us on 01923 804445 or email info@createyourbeauty.co.uk to speak with a member of our team. A consultation may be required before we set you up on a membership if we feel we need to discuss your concerns in more detail or do a skin analysis to ensure you are set up on the right membership for you.

What is a Unlimited Laser Membership?

Everybody’s skin is unique and we understand that it can be difficult to choose how many sessions you may need which is why we introduced our Unlimited Laser packages to provide you with a whole year of unlimited sessions without the worry of costs adding up.

What unlimited memberships do you offer?

Womens Memberships:

• Chest (including nipples) – £499
• Full Back & Shoulders – £599
• Full Back, Shoulders & Chest – £899
• Full Body (includes Full Back, Shoulders, Chest & Cheeks) – £999

How does it work?

Select and purchase the package that works best for you and start booking straight away. Please note, if you’ve not had a laser treatment with us before, a consultation and patch test will be required before your initial treatment.

How long do I need to leave in between each session?

We recommend coming in for your laser hair removal treatment every 4-6 weeks. 

How long does a membership last?

All memberships are set on a 12-month membership.

Is it a pay as you go service?

No, all our Unlimited Laser Memberships must be paid upfront before any treatment is carried out. If you want to pay as you go, check out our laser combo packages that will still save you money but allow you to the flexibility to pay as you go. 

Can I pay by cash?

Yes, we accept cash and all major credit/debit cards, including American Express.

How do I purchase a membership package?

Please contact us on 01923 804445 or email info@createyourbeauty.co.uk to speak with a member of our team. A consultation will be required if this is your first laser treatment with us. 

We hope you never feel the need to come to us with a complaint, however if you are in any way unhappy please do not hesitate to contact us straight away, by using one of the following methods:

Phone: 01923 804445
Email: info@createyourbeauty.co.uk
Letter: 172 Bushey Mill Lane, Watford, Herts, WD24 7PB

Please note, if you decide to contact us by phone, your call may be answered by a member of staff who may not be able to deal with your complaint straight away (for example a therapist or receptionist). However, we take all complaints very seriously and it will be passed on to a member of the management team who will then contact you, to discuss any concerns you have, as soon as possible.

How can I pay for my booking?

You can pay for your booking over the phone, via a payment link or at reception in store. We accept cash and all major credit/debit cards, including American Express.

Can I pay for someone else’s appointment?

Yes, you can pay over the phone or we can send you a payment link. You can also visit us in store and pay at reception. Please note, all credit/debit card processing is handled by Worldpay, PayPal or VivaWallet and their facilities are fully secure. We do not store any customer’s financial details.