Terms & Conditions

Terms and Conditions of Booking on Our Website

Cancellation, Rescheduling & Failure to Attend Policy

Cancellation and Rescheduling:

• Within 48 Hours: If you cancel or reschedule within 48 hours of your appointment, a 50% charge of the service fee will be incurred.
• Within 24 Hours: If you cancel within 24 hours of your appointment, a 100% charge of the service fee will be incurred.
• Rescheduling Within 24 Hours: Rescheduling within 24 hours of your appointment is considered a cancellation and will incur a 100% charge of the service fee.
• Appointment Changes Within 24 Hours: Any changes made to the appointment within 24 hours will incur a 50% fee.
  • Failure to Attend: If you fail to arrive for your appointment without prior notice, the full value of the service will be charged to your card on file.
  • Processing Cancellations: All cancellations must be processed online through your login or app. We cannot process cancellations or rescheduling over the phone or in salon if they are earlier than 48 hours before the appointment.

Explanation of Cancellation Fees:
We understand that unexpected situations can arise, and we want to explain the reason behind this policy. When appointments are cancelled at the last minute, it leaves us unable to fill the reserved time slot. This impacts not only our business but also our dedicated staff who have set aside that time specifically for you.

Notification:
If a cancellation fee is charged, an email will be sent to inform you of the charge and provide information on the appeal process. If you believe this charge is unwarranted due to special circumstances such as medical reasons or family bereavement, we encourage you to appeal. Please complete this form (here) with the necessary supporting documentation. For more details about our cancellation fees, you can read our policy here. 

For any questions regarding our cancellation policy or if you wish to appeal a charge due to extenuating circumstances, please contact us at 01442 871184 or email info@alchemyandi.co.nz

Additional Terms and Conditions

• Complaints Policy: We strive to deliver exceptional service every time. If you are unsatisfied with any aspect of your service, please contact us immediately so we can address your concerns.
• Product Refunds: Retail products can be refunded if unopened, in their original packaging, and with proof of purchase. Refunds are also available if there is a fault with the product.
• Gift Vouchers: Gift vouchers can be used for any service or product purchase. They cannot be exchanged for cash, and the full value must be used before the expiry date, which is 12 months from the date of issue. Please have your gift voucher code available during your visit.
• Special Offers: All special offers are exclusive and cannot be combined with other offers. Offers apply to one person and cannot be reused. Special offers must be presented at the time of payment, as transactions cannot be altered retroactively.
• Children: To ensure a peaceful environment, we ask that children are not brought to the spa.
• Pets: We have a no-pet policy, except for service dogs.
• Phones: Please keep your phone on silent or vibrate during your visit. If you need to use your phone, please do so quietly to maintain a relaxing atmosphere for all guests.
• Consultation: A full consultation will be conducted before your appointment. Please inform us of any medical conditions to ensure safe treatment. We reserve the right to cancel an appointment if a doctor’s letter is required or if we feel it is unsafe to proceed.
• Deposit Policy: Payments or deposits for appointments are non-refundable but will be credited to your account for future use on services or products.
• Discount Codes: Gift vouchers cannot be used with discount codes. We reserve the right to withdraw any advertised discount, subject to availability.
• CHILDREN: We have created a salon environment to give you and other clients a relaxing time! Because of this we have a NO CHILDREN under the age of 16. This strict policy is not just for our health & safety or regulation purposes, it also gives our clients peace to relax.
• PETS: As with our children policy we also have a NO PETS policy, this is excluding service dogs.
• PHONES: During your visit we request that you keep your phone on silent/vibrate. If you need to use your mobile phone, please use a quiet voice to ensure other guests have a relaxing experience.
• SPA ACCESS: Access to salon facilities and Cecily day spa is exclusively reserved for guests with an appointment for treatments, or a Spa Experience reservation.
• CANCELLATION, RESCHEDULING & FAILURE TO ATTEND POLICY: A 50% charge will be incurred for any treatment not cancelled or rescheduled at least 48 hours prior to your scheduled time. Late arrival will shorten your appointment time, and failure to arrive for your appointment will incur the loss of your deposit.
• DEPOSIT POLICY: Any payment or deposit paid for your appointment is non-refundable and will be placed as a credit on your account with us. This is can be used for future appointments or product purchases.
• PRICES: All prices quoted are subject to change at any time, depending on length/thickness of hair (this will be discussed before your service begins). Gratuities are not included and are welcomed at your discretion.
• GIFT VOUCHERS: Gift vouchers can be used as full or part payment for any service. Gift vouchers cannot be exchanged for cash and the full value of the card must be used prior to its expiry date. All gift vouchers are valid for 12 months. Please keep your gift voucher code to hand.
• SKIN TESTING: Skin tests are required for new clients before all colour services. Skin tests will also be required every 6 months for existing clients.
• COMPLAINTS POLICY: Whilst we strive to create incredible results every time, if you are unsatisfied with any aspect of your service, please contact us straight away.
• PRODUCT REFUNDS: Retail products can only be refunded if the product is unopened and in its original packaging and proof of purchase is provided OR if there is a fault with the product.
• COLOUR FORMULATIONS: We are not able to pass on your colour formulations to either yourself or any third party.
• SPECIAL OFFERS: Unless otherwise stated, all special offers can only be used independently and not in conjunction with any other offer. Each offer applies exclusive to one person and cannot be reused. All special offers must be presented at the time of payment as transactions cannot be altered. All promotional material holds no cash value and cannot be reimbursed.

Privacy Policy

Information Collection and Use:

• We do not sell, share, or rent your information in ways different from what is disclosed here. Personal information is collected when you:
  • Book an appointment online or by phone
  • Sign up for e-newsletter updates
  • Post content on our social media sites
  • Contact us via online platforms, email, phone, SMS, social media, or by post

You can request removal from our database at any time.

Secure Storage:

• Data is stored with our web host and accessed only by authorized staff members who need the information to perform specific tasks. Our website is hosted on UK servers provided by The Indie Collab.

Sharing:

• We do not share IP addresses, email addresses, personal contact details, or other collected information with third parties. If information sharing is necessary for an event, we will notify you immediately. Personal details related to our salon booking system are stored with Zenoti.

Data Protection:

• While we are not classified as a “data controller,” we comply with the eight principles of the Data Protection Act 1998 and adhere to best practices for information management.

Contact Information:

• For any inquiries, please email us at info@alchemyandi.co.uk