To avoid disappointment, it is advisable to book your appointments two weeks in advance. For those clients that are restricted to evening and weekend appointments we would recommend booking four weeks in advance to ensure that you get the date and time you require.
Cancellation & No Show Policy
Here at The Vanity Case your appointments are very important to us, we understand that sometimes appointment times may need to be changed or cancelled which we are more than happy to assist you with; however we would be grateful if you could give us at least 24 hours’ notice for all amendments (48 hours' for appointments that relate to Polygel nails and Individual Lash extensions) to ensure we have the time needed to offer these spaces to other clients looking to visit us and to avoid a 50% cancellation fee or an upfront deposit policy required for future appointments. Polygel Nail extensions and Individual Lash extensions require a 75% NON REFUNDABLE deposit upon booking. For some team members, there will be a 75% booking deposit, this is to ensure that the time is utalised to the maximum.
In order to book your appointment, you will be required to pay a booking deposit. Card details are securely held by our booking system, Timely, and are not viewable by the salon.
Clients who have previously missed two or more appointments, or have given less then 24 hours notice on two occasions (48 for the treatments mentioned) to cancel the appointment, will be required to pay a 100% non refundable deposit to reserve all future appointments.
Our loyalty scheme is offered to show our appreciation of your Loyalty to The Vanity Case Beauty Studio.
When making payment, you reward points are automatically updated to your electronic record card.
We may offer you upgrades to your treatments that use your accumulated loyalty reward points, this will reduce your loyalty reward points. Loyalty points can be used against Beauty treatments and Products to a maximum of £5 a week. The reward cannot be redeemed against any product or service relating to The 1:1 Diet by Cambridge Weight Plan.
The Reward voucher is only valid for your account, it can not be transferred to a third party.
At any point in time, the management team reserves the rights to amend the promotion terms and conditions without prior notice.
Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however we may have clients after your appointment. If you are more than 15 minutes late, we may be required to cancel your appointment and apply the above terms as a no-show or if you are booked for several treatments, we may be required to remove some treatments.
Complaints and Feedback
We pride ourselves in delivering outstanding professional customer service to all of our clients. Our priority is for you to be completely satisfied with the service and treatments you receive, although complaints are rare, we take them very seriously and have a complaints procedure which we follow to make sure that things are resolved to the satisfaction of everyone.
If you are not happy with the service or treatment you have received, please tell a member of the team either before you leave the salon, or as soon as possible once you have left. It is best to make your complaint as soon as possible, as memories will be fresher and it will be easier to investigate the facts.
If however you feel your complaint has not been resolved, or you do not feel able to raise the complaint in person, you can write to us by post or email [email protected]
You will be provided with a written response within 20 working days from the acknowledgment of your complaint, however if the complaint is of a complicated nature it may take longer to investigate in which case you will be kept informed.
If you have already left the salon and have made the decision to go to another salon, we will be unable to rectify any problems and will be unable to offer any resolution, as we reserve the right to be able to see the exact outcome of the treatment you received.
Property Loss or Damage
It is your responsibility as the client, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged, unless it is damaged by a member of our team or due to carelessness by us. Anything left in the salon will be held and await your collection, we will do our best to contact you to retrieve your property.
Other Terms & Conditions
Some of our services and treatments will come with their own specific terms, risks, before and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.