Terms of Service

Booking Appointments

A deposit is required to secure each booking you make. This is 50% of the treatment/s you book, which can be paid via online booking system, bank transfer or pay cash at reception (please bring exact amount). This must be paid within 24 hours of booking or the appointment will be cancelled and made available on the booking system for other clients. No deposit, no appointment.

Deposit

We ask that you disclose all medical conditions during the consultation, in writing on the client check-in card. Some medical conditions including allergies and pregnancy must be disclosed prior to booking as some treatments may not be suitable, you can give any relevant information on your client check-in card which you will receive at your first appointment.

Medical Conditions

Payment is required in full before leaving the premises at the end of the treatment via cash or bank transfer, or gift voucher/s. As you will have already pre-paid for 50% of your treatment by paying the deposit, the remaining 50% is left to pay. If rebooking another appointment, you can pay your deposit for your next booking whilst still at the practice, or the following day via bank transfer or cash (but each deposit must be paid within 24 hours of booking your next appointment.)

Prepaid courses of treatments must be used within 4 months from date of purchase, unless otherwise stated. The service/s provided are strictly non-refundable, please refer to our full Terms of Service. If for any reason, you are unable to pay before leaving the premises, you must pay in full for the treatment within 24 hours. If you fail to pay within 7 days, any future appointments already pre-booked will be cancelled. Failure to pay for treatment within 30 days will result in legal action. In this case, you will no longer be able to book future appointments with us.

Payment

Wilden Wellness has a 48 & 24 hour cancellation policy. If you need to cancel your appointment within 48 hours of your scheduled appointment time, you will forfeit your deposit. Less than 24 hours notice and you will be required to pay the remaining treatment fee (remaining 50%).

Please help us to fill your appointment time by sharing with family or friends. If you are cancelling at short notice and can fill the space, you will not be required to pay the remaining treatment fee - you might be able to stay in credit with your deposit, if you cancel soon enough (before 24 hours) AND fill your original appointment!

You can transfer your deposit to another appointment ONCE, if more than 48 hours notice is given. If you need to cancel an appointment you must do so on the booking system, which you can find from your confirmation email or linked on our website. At a last resort, please call or text 07359 311 211 or call or message via WhatsApp, with your name, contact number and appointment details: treatment, date and time. The time we receive the message will be used in correlation to the 48 & 24 hour policy and you will be charged accordingly. Any messages sent to Wilden Wellness social media platforms may not be received and will be classed as a no-show, meaning you will forfeit your deposit and required to pay the remaining 50% of the treatment fee.

Cancelling & Rescheduling Your Appointment

Wilden Wellness is not responsible for any missed appointments whether that be late cancellations or ‘no-shows’, or due to lack of contact from the client’s out dated details. All no-show appointments are subject to full charge and must be paid in full within 30 days of the no-show appointment (via cash or bank transfer), you won’t be re-booked in until this fee is paid. If you book in using your gift voucher and then no-show, we will deduct the treatment price from the voucher (please note that your voucher number must be stated upon booking). If your voucher has the same value as the treatment value you booked and no-showed, then your voucher will be void.

‘No Shows’

We will always do our best to accommodate late arrivals, as we fully understand that sometimes being late is outside of your control. If you arrive less than 15 minutes late, we will carry out the most complete treatment possible in the time remaining at the full price. If you do not attend or are more than 15 minutes late, you will be charged for the full treatment fee. If you are more than 15 minutes late, you may be turned away and will be charged for the full treatment time. Any changes from this policy is strictly at the discretion of Wilden Wellness. Please arrive on time for your first appointment, as the full consultation and client check in forms are built into the appointment time.

Punctuality & Courtesy

Occasionally we may have to change or cancel your appointment. In this case, Wilden Wellness reserves the right to do so. If this does arise you can 1) accept the changed arrangements as notified, 2) make an alternative arrangement with us or, 3) cancel your appointment and receive a full refund if any money has been paid prior to the appointment.

Cancellations / Amendments by Wilden Wellness

Price Alteration

Wilden Wellness reserves the right to review prices in line with inflation. Prices may be changed at any time. Prices are listed on the website next to each treatment. This can be found on the ‘treatments’ page.

Please note we are only able to carry out treatments on children 16 or older in the salon for the majority of treatments (depending on the treatment, this age may vary- please get in touch for more information and clarification). All minors at the ages of 16 and 17 must have written consent and must be accompanied by a parent or guardian throughout the whole treatment. Any changes to this policy are strictly at the digression of Wilden Wellness.

Age Restrictions for Treatments

Gift vouchers can be purchased at the practice with a minimum value of £10, maximum value of £100 per voucher. Vouchers can only be redeemed on treatments, not spent on retail products, and cannot be redeemed for cash, sold or transferred. Your gift voucher must be quoted at the time of booking and the voucher handed to the therapist at your appointment. When stating your gift voucher number upon booking, this will class as your deposit. The 48 & 24 hour cancellation policy also applies to gift vouchers and the 50% deposit will be forfeited if you cancel within 48 hours of your appointment, remaining 50% will be used against the voucher for cancellations within 24 hours. Late cancellations and ‘no show’ terms as laid out above also apply to gift vouchers, if either situation occurs your gift voucher will be void. We cannot accept vouchers after the expiry date. Vouchers are non-refundable and will expire 4 months after purchase. Wilden Wellness cannot replace lost, stolen or damaged vouchers.

Gift Vouchers

You must attend your appointment alone, in the interest of health and safety. Children, friends or family will not be allowed in the salon, we only work with one client at a time. For clients who are ages 16 and 17, a parent or guardian must be present throughout.

Children & Attending Appointments Alone

All retail products bought in the salon must be paid for in full at the time of ordering or purchase via cash or bank transfer. Gift vouchers cannot be used to purchase retail products.

Purchase of Retail Products

Loyalty cards are currently unavailable. (The loyalty card scheme currently gives 25% off a massage treatment of your choice, after your 10th appointment. Loyalty cards must be used by the client stated on card and not transferred to a third party. Loyalty cards cannot be redeemed for cash, sold or transferred, and cannot be redeemed in the month of December. Your loyalty card cannot be used in conjunction with any other offer or discount. Loyalty cards remain the property of Wilden Wellness. We reserve the right to without notice 1- terminate the scheme, 2- decline to issue loyalty cards, 3- withdraw or cancel the loyalty card, 4- alter or amend the terms & conditions of the Wilden Wellness Loyalty Card.)

Loyalty Cards

All special offers and promotions are subject to availability and Wilden Wellness reserves the right to amend or remove details of offers without prior notice. Original prices will be stated alongside promotional prices. Special offers and promotions cannot be used in conjunction with other offers or loyalty card scheme unless stated.

Promotions & Special Offers

Personal details taken from clients during consultation procedures will be stored in line with GDPR guidelines. We may on occasion send you details of special promotions or events. If you would rather not receive marketing style messages then please let us know at the first instance.

Data Protection Policy

Wilden Wellness treatments are carried out by a qualified therapist. If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist and follow the complaints procedure (detailed below). If you do want to make a complaint please raise your concern with the therapist straight away. We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible.

It is our objective to ensure that every client is delighted with the services that they receive at Wilden Wellness. If in the unlikely event, you aren’t satisfied with the treatment/s you receive, you should let us know as soon as possible so that we can try to resolve the matter at the earliest opportunity. We will ensure that all complaints are followed through, documented and when appropriate, action is taken to prevent recurrence. The therapist will carefully listen to your concerns and advise what they can do to resolve any issues at the soonest opportunity. If you decide not to go ahead with the option/s given by the therapist, you will need to document your complaint in writing via email and send it to wildenwellness@icloud.com  Please provide as much detail as possible, including details of your treatment, date and time of the appointment and the exact complaint, in as much detail as possible. Your complaint will be assessed and we aim to get back to you within 2 working days of receiving your complaint in writing.

Complaints Procedure & Refunds

Salon hygiene is the utmost importance. All of our tools and work areas are cleaned and disinfected between treatments. We change our towels and liners between treatment and they are laundered according to HSE guidelines.

Hygiene

In the interest of comfort of all our clients, we ask that you please refrain from talking loudly on your phone and ensure it is on silent or ‘do not disturb’ mode for the full duration of your time in the treatment room where ever possible. Give yourself time to switch off!

Mobile Phones