Welcome to Beauty At The Lemon Tree. We are a small boutique salon and during busy times space can be limited. In order to provide you and other clients with excellent customer service and access to appointments during peak times, we have a firm 48-hour cancellation policy.
Kindly review the booking and cancellation information below. Please note that by booking an appointment you are accepting the conditions of our cancellation policy. We really appreciate your business and hope you have a positive experience booking with us. If you have any questions or concerns, please call us on 020 8 508 6167.
While we endeavor to ensure that the website is normally available 24 hours a day, The Lemon Tree shall not be liable if for any reason the website is unavailable at any time or for any period.
Access to the Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons by The Lemon Tree’s control.
COMPLAINTS OR COMMENTS
Any complaint or comment regarding your treatments should be made in the first instance to a therapist before you leave the salon so that it can be resolved at the time.
Problems which cannot be resolved there and then should be notified in writing to Angie Wheeler and sent to email@example.com 10 Church Hill, Loughton, IG10 1LA
BOOKING APPOINTMENTS BY PHONE OR ONLINE
When booking by phone or online, you will be asked to provide a valid credit card number to reserve your appointment. Please note that no charges will be made to your credit card until your service is completed (unless you cancel with less than 48 hours notice, reschedule, or do not show up for your appointment). Upon completion, you will be able to pay for your services with your choice of Visa, MasterCard, Amex, debit or cash. We do not except American Express. If you do not have a credit card, you can pre-pay for your services in cash (48 hours in advance) to hold your reservation.
Cancellations or rescheduling treatments times must be advised 48 hours in advance or a late fee will occur of 100%. If you fail to show for your appointment there will be a charge at full cost. If part of a booking is cancelled or changed after arrival, the full cost of the treatment(s) as booked will remain payable upon departure.
All courses expire one year from the purchase date and are non transferable between clients. Cancellations less than 48 hours before the appointment are subject to the forfeiture of the entire treatment, therefore you will lose one of your treatments within the course.
Combination treatments or package booking are prepaid at the time of making the reservation. A valid credit / debit card number will be required at the time of booking to guarantee the reservation. Payment is required at the time of booking for items added to the reservation that are not covered by the gift voucher. If a gift voucher has been used to secure the booking, please note that we will adjust the value of the voucher to show the cancellation/no show charges.
Beauty At The Lemon Tree reserves the right to charge this card with any outstanding money owing by you or any of your guests if any outstanding money is not settled at the end of your visit.
CANCELLATIONS, RESCHEDULING & NO SHOWS
If you need to cancel your appointment (PLEASE NOTE: This includes rescheduling your appointment) please & call us at 020 8508 6167. If you are cancelling outside of salon operating hours – you may cancel by email firstname.lastname@example.org but this should be followed up by a telephone call during salon operating hours. Since we turn away other clients to hold your reservation, any cancellations with less than 48 hours notice will result in full charges on your credit card (or the equivalent deduction from gift certificates).
As we are unable to judge reasons for change, cancellation or non-arrival, guests are reminded that no exceptions to the above conditions will be made and that any booking made with the salon (verbal or written) forms a legally binding contract.
Groups of 2 or more people require 72 hours cancellation notice. Absolutely no exceptions can be made to our cancellation policy because we often schedule and pay therapists to come in especially for your appointment.
Bank Holidays, Xmas Eve & New Years Eve Appointments - Booking & Non Refundable Policy
When booking for Bank Holidays, Christmas Eve, and New Years Eve, you will be asked to pre-pay for your appointment. Please note charges will be made to your credit card immediately and are NON refundable.
Appointments can be booked via our website 24 hours a day, 7 days a week for your convenience. Terms and Conditions above apply.
REFUND POLICY – PRODUCTS
At Beauty At The Lemon Tree all our products are sold as brand new and for personal use only. We cannot give refunds on any products sold to due to personal hygiene and health and safety reasons.
REFUND POLICY – SERVICES
At Beauty At The Lemon Tree all our treatments are carried out by qualified therapists. If you have had a spa treatment that you are unsatisfied with please contact the spa immediately. We cannot give refunds on any treatments but we will look into your concerns immediately.
Please arrive 15 minutes early for your face or body treatment. This will give you plenty of time to check in, use the restroom, fill out any necessary consultation forms and enjoy light refreshments at reception. Arriving late will rob you of precious treatment minutes as each session will be finished exactly on time as a courtesy to the next client.
Please note: If your appointment is first thing in the morning, you don’t need to arrive early.
We fully understand that sometimes being late is outside of your control. Allow plenty of time for travel and to park your car. 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. Unfortunately, arriving 15 minutes after the scheduled time of your appointment will result in full charges (equivalent deductions from gift certificates) without the opportunity to reschedule. If you have a gift card and do not show up for your treatment or cancel 48 hours before your treatment time, you will forfeit your gift card.
We recommend that you plan ahead for your visit to our spa. We will be happy to answer any questions you may have about our location, parking, dining options etc.
APPOINTMENT REMINDER BY TEXT AND EMAIL
If you booked your appointment by phone and gave us your mobile number and email address, you will automatically receive a text and email reminder 48 hours in advance of your scheduled service(s). You will have the option to reschedule or cancel your appointment at that time. If we don’t receive a call to cancel or reschedule your appointment 48 hours in advance of your scheduled service(s), the services cannot be cancelled or rescheduled after that.
Our spa environment is one of tranquility and relaxation. Please respect all spa guests’ right to privacy and serenity. Please maintain conversations at a considerate volume in all treatment areas.
For health and safety reasons and in order to maintain a peaceful, relaxing environment for all of our clients we kindly ask that children are not brought into the spa.
For the respect of all spa guests’ tranquility, mobile phones are not permitted in the treatment areas. Please turn all mobile phones, ipods etc.