Cancellations, Non arrivals  Refunds. and Complaints Policy

Please respect our policies at the clinic.

All pre-paid bookings are non-refundable.

Bookings must be guaranteed with a deposit or where on special offer be paid in full.

Non Arrivals and cancellation of less than 24hrs 

Please respect our time is as important as your time and we could have booked another client in your treatment time,  so we have endoured a loss of business due to your non arrival or late cancellation for the full amount of the treatment.

You may cancel your appointment without charge if made 24hrs prior to your treatment

Same day cancellations should be charged 50% of the scheduled service price as we are in our rights to do this. However, If you do not call to cancel your appointment or do not show up for your scheduled appointment, you will be charged a min of £35.00 for each hour you have been booked for the scheduled service.

Refunds.

Our policy - We do not give refunds although this does not affect your statutory rights.   If you have pre-booked for a treatment or made a provision of gift vouchers this is a contract for the sup We do not give free re-touch treatments please respect our policy and do not embarrass our practitioners by asking for this free.ply of a service.  Gift vouchers are just like products, and like products you don't have any statutory right to return them just because you don't want them.

Complaints Policy

CLIENTS COMPLAINTS PROCEDURE

We recognise the importance of service and set ourselves high standards. Should there be an occasion when you feel we do not meet your expectations we are equally committed to dealing with any complaint in a thorough and professional manner.

What will we consider as a complaint?

We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.

Who can make a complaint?

A complaint can be made by any client, or potential client, to whom we have provided a service, or by a representative acting lawfully on their behalf.

How can you make a complaint?

You can make a complaint by contacting us by any of the following means:   

A complaint must be made in writing for evidence.

In writing addressed to: Face Clinic 27 Castle Arcade Cardiff CF10 1BW

By e-mail addressed to: facelasercardiff@gmail.com

By telephone on 02920226066   We will however ask you to write in as evidence after we logged your call.

We do not give personal mobiles as this is dealt with in working hrs of the clinic times and not on personal mobiles of staff

Acknowledging your complaint

We will acknowledge your complaint within 7 working days of receipt in our offices. If you have made your complaint to us orally we will confirm to you our understanding of this and ask you to advise us if you do not agree.

Investigating your complaint

Your complaint will be investigated by a director of the company who is not directly or indirectly the subject matter of the complaint.

In order to reach a fair conclusion we will review the relevant information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates. 

Please give all details:  Date of treatment?  Treatment? How paid? who was you therapist?  why you are dissatisfied?

Did you complain at the time of your treatment?

We will endeavour to complete our investigation and reach a conclusion as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. In any event we will report to you on progress as outlined below:

Within 4 weeks from the date of receiving your complaint - if we have been unable to complete our investigation and issue a final response letter to you we will write to you and explain why we are not yet in a position to resolve the complaint and indicate when we will be making further contact.

By the end of 8 weeks from the date of receiving your complaint – if we have been unable to complete our investigation and issue a final response letter to you we will write explaining

 

Semi Permanent Makeup Policy

We do not give free re-touch treatments please respect our policy and do not embarrass our practitioners by asking for this free. Semi Permanent Make up is a proceedure and not a one off treatment.  You need a topup 4-6 weeks later.  You may either pay in full or pay separately at a higher fee.