The boring but important parts of your booking.
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. When making bookings you are entering a contract with CYB Skin Clinic Ltd, we reserve the right to charge the full amount or deduct your treatment from your course if missed at short notice.
In order to run efficiently and to time, we ask that you arrive 5-10 minutes beforehand to ensure your treatment starts on time. If you arrive late to your appointment, we may have to shorten your treatment or it may have to be cancelled. The charge for the original booking will still apply.
Please note, if this is your first time visiting us we do require you to arrive 10 minutes before your treatment starts to fill out any necessary consultation forms.
CANCELLATIONS & NO-SHOWS
Your time is precious and when you book at CYB Skin Clinic, that time is held especially for you. If you cannot make your appointment, need to reschedule, or cancel, we respectfully ask that you provide us with notice, allowing us to offer your booking time to another guest. 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. Please see our opening hours available on our website.
2a. CANCELLATION NOTICES
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
If you cancel less than the notice required (see above) a 50% cancellation fee will be applied, if you cancel less than 24 hours before your appointment or on the day of your appointment, a 100% cancellation fee will be applied. Please note this will apply to all bookings including course and membership treatments.
2b. CANCELLATION FEES
Late Cancellation: 50% loss of payment
Cancellation Less than 24 hours or on the day of appointment: Full loss of payment
Non-arrival: Full loss of payment
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.
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. Your appointment(s) cannot be booked until a deposit is taken. Deposits and pre-payments will be forfeited as full or part payment for any late cancellations or no shows, as per our cancellation policy. Please note, deposits and pre-payments for all treatments and services are non-refundable. 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.
Some treatments require a patch test to be done at least 24/48 hours prior to your first treatment, this still applies even if you have had the treatment done previously elsewhere. We will also require you to have a further patch test 12 months after your initial test. If you choose not to undergo a patch test, you will be required to sign a disclaimer form before your treatment is carried out.
Please note, we always recommend to have a patch test prior to your initial treatment, especially if you are sensitive to products.
For your comfort and safety, please notify our specialists if you have any allergies, physical issues, disabilities, or are pregnant when making your booking. It is our policy to ensure all clients fill out a consultation form before a treatment is carried out, but it is your responsibility to inform us at the time of booking of any health or medical conditions.
FRIENDS & FAMILY
We understand that you may wish to bring friends or family with you when you attend your appointment, however please understand that due to our insurance we do not allow anyone but the therapist and client being treated in the treatment rooms. Clients are more than welcome to bring someone with them to wait in reception but please note for any treatments 30 minutes or more, we ask that you attend your appointment alone. This is to ensure minimal disruption to other guests attending the clinic for treatments. Due to health and safety regulations, unsupervised children are not permitted in the salon. If we have to reschedule on the day due to childcare arrangements, you may incur a cancellation fee.
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.
LOYALTY REWARD PROGRAM
At CYB we offer a loyalty reward program where you will gain points each time you spend, share or subscribe to one of our memberships or courses.
10a. To receive these benefits, you must have a valid Treatcard assigned to your client account. If you have not yet got one, please visit us in store to pick one up.
10b. To use these points, you must book a payable treatment along with a chosen reward treatment.
- For example, if you have 1000 points on your account and chose to use those points to purchase a free facial or massage, you must book it alongside another treatment in which you are paying for.
10c. The treatment which you are paying for can be any treatment of your choice. There is no minimum spend.
For our full terms and conditions on our Treatcard loyalty reward program please visit our website or speak with a member of staff.
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 let us know.
RIGHT TO REFUSE SERVICE
In order to comply with treatment protocols and to ensure your 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.
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:
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 any complaints very seriously and it will be passed on to a member of the management team. They will contact 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.
PAYMENT & ONLINE SECURITY
Payment is accepted by Worldpay or PayPal. All credit/debit card processing is handled by Worldpay or PayPal and their facilities are fully secure. We do not store any customer’s financial details.