CLINIC POLICY

As a small business, it is vital for us to run productively and efficiently. Unfortunately, the effects of a client not showing up to an appointment, or cancelling last minute, has a detrimental impact to our business. We therefore ask our clients to respect our deposit and cancellation policies to help us run smoothly.

POLICIES

As a small business, it is vital for us to run productively and efficiently. Unfortunately, the effects of a client not showing up to an appointment, or cancelling last minute, has a detrimental impact to our business. We therefore ask our clients to respect our deposit and cancellation policies to help us run smoothly.

LATE ARRIVALS

As a small business, it is vital for us to run productively and efficiently. Unfortunately, the effects of a client not showing up to an appointment, or cancelling last minute, has a detrimental impact to our business. We therefore ask our clients to respect our deposit and cancellation policies and help us run smoothly. 

To ensure we run efficiently and on time, we ask that you arrive 5-10 minutes prior to ensure your treatment starts on time as your treatment time is the start time of your treatment. Regretfully if you arrive late to your appointment, we may have to shorten your treatment or it may have to be cancelled to ensure other appointments are not affected by this. The charge for the original booking will still apply.

Please view our FAQ’s to find out more about our appointments process. 

CANCELLATIONS

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, by phone or email. 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. If your cancellation is in relation to Covid-19 please call us on 01923 804445 to speak with a member of our team who will be able to assist you. 

DEPOSITS

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. 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 you 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. 

Can I pay for my booking online?

Unfortunately, we do not take payments through our website. If you would like to pay online, we can send you a payment link.

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. 

RETURNS & REFUNDS

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. 

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 to return your items to us:

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 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

Discounted and Full price 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.

Courses & 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.

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.

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 April 2021 due to the forced closure.

MEDICAL HISTORY

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.

CONSULTATIONS

Will I need to fill out a consultation form?

48-hours prior to your booking we will send you a consultation form electronically which you will need to complete and submit back to us at least 24-hours prior to your booking. You will be required to complete a specific consultation form for each treatment you book due to the different type of questions asked relating to specific treatments. 

Consultation forms will include questions relating to:

  • Client Information
  • Patch Tests
  • Treatment History
  • Lifestyle
  • Skin Type & Concerns
  • Treatment Plan & Goals
  • Medical History 
  • Allergies 
  • Covid-19

My medical history has changed since my last visit, what should I do?

At each visit you will be required to review the last consultation form you submitted and update any changes. It is your responsibility to ensure you notify us of any changes as some treatments are not suitable for certain conditions. 

Covid Update: It is now mandatory that consultations are reviewed and updated at each visit to ensure we have the most up to date information. Therefore, we will require up to date contact information including your email address and phone number to complete your booking. For more information regarding our covid policy please click here

 

ETIQUETTE

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. 

SERVICE GUARANTEE

We strive to provide the best service possible. We appreciate that every now and again things may not go to plan. If you are not completely happy with our service, we value your feedback and will endeavour to put things right. Please get in touch and a member of our team will be happy to help.

RIGHT TO REFUSE SERVICE

In order to comply with treatment protocols and to ensure yours and our staffs safety, our staff have the right to refuse service if your health conditions are contra-indicated for the treatment booked. They also reserve this right if they believe you are behaving inappropriately, or if intoxicated.

COMPLAINT PROCEDURE

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 be in contact with you to discuss any concerns you have as soon as possible.

PERSONAL IDENTIFICATION INFORMATION

We collect personal identification information from clients in a variety of ways, including, but not limited to, when you visit and register on our website, fill in a personal consultation form, respond to a survey, social media advertising and other activities, services, features or resources we make available on our site. Clients may be asked for, as appropriate, name, email address, mailing address, phone number. However, clients can also visit our website anonymously. We will collect personal identification information from clients only if they voluntarily submit such information to us. Clients can always refuse to supply personally identifiable information, except that it may prevent them from engaging in certain site related activities. We are GDPR compliant and we do not, under any circumstances, pass any information on to third parties. 

We may collect, use, store and transfer different kinds of personal data about you, including:

  • Identity Data includes first name, last name, title, date of birth and gender.
  • Contact Data includes billing address, delivery address, email address.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and any third parties (if applicable) and your communication preferences.

 

If you have any questions regarding your personal data please email info@createyourbeauty.co.uk and a member of our management team will be in touch.

ONLINE BOOKINGS

We use PHOREST to take your online bookings for treatments. Below you can read what personal information is required by PHOREST.

Online Booking Privacy Notice

The following privacy notice outlines how nDevor Systems Ltd T/A Phorest (‘we’ or ‘us’ or ‘our’) gathers, processes, and protects personal data, stored on behalf of Data Controllers . Phorest is a software company that provides services including provision of software to salons and other businesses to manage their business, online booking services and SMS delivery. The following privacy notice refers to the processing of personal data for online bookings.

The data protection officer for the organisation is Garrett Ahern. You can contact the data protection officer by sending an email to gdprdpo@phorest.com or writing to Data Protection Officer, Phorest, 9 Anglesea Row, Dublin 7, Ireland.

Personal Data Collected

We take your privacy seriously and will never sell or rent your personal data to any third-party. We need to obtain and process your personal data to provide you with our software, services and to fulfil our business and legal obligations. We will never collect any personal information from you that we do not need or retain any data that is no longer necessary for the purposes specified in this notice. Personal data is provided to us through Phorest’s online booking software

Your personal data is collected and processed for the following purposes:

  • Contact Details
  • In the performance of a contract to complete appointment booking payments through our software.
  • Payment details
  • As part of our legal obligation for accounting and tax purposes.
  • Rights of the individual
  • The individual holds a number of rights in relation to the personal information that we hold on them, which includes:
  • The right to access what personal data we hold about the individual.
  • The right to be informed of how we are using the individual’s personal data.
  • The right to request the erasure of the personal data we hold on the individual.
  • The right to object to us processing the individual’s personal data or restrict us from processing some or all of the individual’s personal data.
  • The right to object to direct marketing from us.
  • The right to request the correction of incorrect information we hold on the individual.
  • The right to request that we transfer the information we hold on the individual to another service provider.
  • The right to lodge a complaint directly with the supervisory authority.

If we receive a request from the individual to exercise any of the above rights, we may ask to verify your identity before acting on the relevant request; this is to ensure that your data is protected and kept secure.

Personal Data Collected

We disclose your personal data to third parties for the purposes of providing a service to you, running our business, and when required by law and to enforce our legal rights.

We share your personal data with the following categories of companies:

  • Payment providers to facilitate payments made to us.
  • Accountancy firm to fulfil our legal obligations.


How long do we keep your data?

Phorest retains your personal data for as long as necessary to provide you with our services as our client and under the following criteria: Where there is a legal basis, obligation or legitimate interest to continuing processing your personal information. Where processing is necessary for the establishment, exercise or defence of legal claims.

Transfers of personal information

When personal data of persons located in the EU is processed through Phorest software, all of it is held within the EU. Your information is processed by the Phorest software and stored in the Amazon Web Services cloud infrastructure. During this process your data is encrypted in transit and at rest.

Consequences of not providing your details to phorest

In the event that you want to book an appointment through our software, certain personal information is required to enter into a contract with you. You can always choose not to provide personal information. However, Phorest may not be able to enter into a contract with you to fulfil appointment booking if you do not provide your personal information.

Safeguarding your personal data

All information passed to the Phorest system is encrypted during data input and transfer to the cloud. Phorest employs appropriate technical and organisational measures to safeguard your personal data.

Changes to our privacy notice

We may change this notice from time to time. All changes will be posted and updated here. We will notify you directly by email (if we hold one for you) if any significant changes occur. We advise you to check back here frequently to review the most current version of this notice.

If you have any questions regarding your personal data please email info@createyourbeauty.co.uk and a member of our management team will be in touch.