CANCELLATION POLICY:

The Following Terms Apply To All Appointments Made:

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• Some treatments require a £50 Non-Refundable Booking Fee at the time of booking. This is to secure you designated time slot.

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• 24 hours notice is required if you need to cancel or change your appointment, otherwise the late cancellation costs as laid out below will be charged in addition to your original deposit:

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• If we receive less than 24 hours notice, we will endeavour to fill your appointment with another client and if we are successful your booking fee will be refunded or used to secure your next appointment.

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• If we receive less than 24 hours notice and we are not able to fill the slot, then you will incur a charge of 100% of the full treatment value.

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• If you fail to show for the appointment, your treatment(s) will be charged at full cost.

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• If part of a booking is cancelled or changed after arrival, the full cost of the treatment(s) as booked will remaining payable upon departure.

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• Course Packages with appointments missed or late cancellations, will automatically be deducted from course records.

BOOKING APPOINTMENTS:
Appointments with Charmaine Burgh SPMU are essential. To avoid disappointment we recommend you book your treatment in advance by calling, emailing us, or contacting via our social media channels.


ARRIVAL:
Please arrive at your appointment on-time. If you are running late for any reason, please let us know as soon as possible as late arrivals may mean we are unable to honour your booking, or your treatment time may need to be reduced if we have scheduled appointments after yours.


LATE ARRIVALS:
We fully understand that sometimes being late is outside of your control.. We will always do our best to accommodate late arrivals. (Within 15 minutes after your appointment) by performing the most complete treatment possible in the time remaining at the full price. Unfortunately, arriving 15 minutes after the scheduled time of your appointment will result in full charges and no other appointment will be booked until paid.

We recommend that you plan ahead for your visit to Charmaine Burgh SPMU. We'll be happy to answer any questions you may have about our location, parking and travel options.


REFUND POLICY - VOUCHERS:
Unfortunately we are unable to provide refunds on any vouchers purchased for treatments. You are however able to transfer vouchers to someone else by way of gifting or re-sale.


REFUND POLICY - SERVICES:
If you have had a treatment that you are unsatisfied with please bring it to Charmaine's attention and follow the complaints procedure (detailed below) 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.


COMPLAINTS PROCEDURE:
It is our objective to ensure that every client is delighted with the services that they receive at Charmaine Burgh SPMU.

However, we recognise that on occasions things can go wrong. If this does happen we will try to ensure we put things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are not happy about the service that you have received.


We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.
The quickest and most effective way of resolving any problem is to bring it to our attention immediately.

All complaints need to be documented in writing via email at hello@charmaineburgh.com 
Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact complaint.
Your complaint will be assessed and we aim to get back to you within 48 hours of receiving your complaint in writing.


LOSS OR DAMAGE OF PERSONAL ITEMS:
Please keep your personal belongings with you at all times, and leave any valuables at home.


PRICING:
While we endeavour to keep our website and price lists updated, treatments and prices are subject to change without warning. All prices are inclusive of VAT at 20%.


Thank you for your understanding.