Policies & Procedures
Booking at Eden
A booking can be easily made online by clicking the “Book Now” button. If you need any enquiries answered first please reach out to us by completing the contact form here on the website or messaging us through our Facebook page.
Rather talk to us? You can call us on 01224 647474; please note that as a small salon your call may not be answered directly, please then leave us a clear message on how best to contact you; this will be done as soon as we can.
Here at Eden we value our guests. To ensure we can meet demand and avoid missed appointments, please be advised that we require a non-refundable 50% booking fee to secure bookings.
Prior to each appointment , careful time and preparation is needed by our team in order to deliver the best possible service. We take your appointment as a contract and the time is reserved especially for you.
If you are unable to attend your appointment it can be rescheduled or cancelled via our online booking service or by calling us at the salon on 01224 647474
By giving us more notice of this, we have chance to refill your appointment with clients on our waiting list.
Our cancellation charges are as follows
• Cancellation/Rescheduled appointment up to 48hours before appointment – no charge
• Cancellation/Rescheduled appointment between 48-24hours – 50% charge
• Cancellation/Rescheduled less than 24hours notice – 100% charge
Please note that any late service adjustments will be subject to the cancellation policy. These charges apply per treatment, and so include cancelling, amending or rescheduling part of a booking (for example, booking a bikini wax and underarm but only wanting to go ahead with the bikini wax on the day).
This policy also applies to vouchers, and any charges incurred will be deducted from the voucher amount.
If you rearrange the booking to another time, your deposit can be carried forwards towards your new booking. If you cancel and don’t rebook immediately, then the deposit will be held on your account until such time you’d like to book and use it.
If you cancel or rearrange your appointment with less than 48 hours notice, then you will lose your deposit.
The booking fee/full payment will be fully refunded if you have reaction to a skin allergy test.
We must fufill this policy as we want to give you every opportunity to book the time slots you want. It is not always possible for you to book the appointment time you need or prefer due to high demand, and because clients have ‘held’ slots just in case. This policy was created to prevent this from happening.
Also, the more last-minute cancellations we endure, the more this pushes the price of existing services up. This is because our costs remain the same regardless of whether you attend or not. The more cancellations means more lost time, and inevitably cost of services going up. You shouldn’t have to pay for other clients’ last minute cancellations.
Thank you being considerate, we much appreciate your custom and your appreciation of this matter!
In the event of you running late for your appointment, please contact us in order to determine if we can still accommodate your service, if we cannot please see above for guidance for missed appointments. In some instances, we may be able to offer you a reduced treatment, appointments will be modified to fit the remaining time when clients arrive late. If this happens, the full price of the service will still apply.
At Eden we try to be as prompt and efficient with our scheduling as possible, sometimes services require more time than expected, we will try to give a courtesy call to clients when therapists are running late, but in some cases we can not foresee the issue, please be aware that each guest has different needs and in some cases the therapist might be running late. We will try to make your stay as comfortable as possible.
There are times when the weather causes the need to cancel appointments. We respect the safety of others and in these cases we do not require a 48-hour cancellation. Please be aware that the salon will be open if we are able to arrive in a safe and timely matter. If we need to close the salon due to inclement weather, the team will contact each client starting from the first appointment to the last and will work to accommodate the cancelled guests on another date as soon as it is possible.
Refund policy
Services– The Salon does not issue refunds on salon services. However, we strive to give the utmost satisfaction to our clients and if you are not satisfied with the work performed, we will make every effort to ensure we rectify the situation. Should you have any questions or concerns, please contact the salon manager within 24 hours so we may address these concerns in a timely fashion. At that time, we will reschedule you with the therapist that performed your service initially and make any changes or adjustments indicated. Eden will gladly make any adjustments at no cost to you within 1 week of the original service. Should the manager deem there to be fault on our side a refund will be made.
PRODUCT RETURNS
Product refunds will only be given for defective or damaged products. Used products are non-refundable.
Gift Vouchers
Gift Vouchers are the perfect gift for all occasions and can be purchased by phone or at our shop’s reception. Gift Vouchers are valid for 3 months from purchase. Gift Voucher treatments are subject to our usual booking & cancellation policy. Failure to give at least 24 hour notice will result in forfeiture of 50% of the value of your Gift Voucher.
VALUBLES
Always ensure that you retrieve all your valuables before leaving the premises as we cannot be held responsible for lost items.
PAYMENTS & GRATUITIES
Eden gladly accepts cash, debit or credit card, we also accept Apple, Samsung & google Pay or via paypal. Gratuity may be given in cash or added to your credit card payment.
Child Safety
Due to the small size of our establishment and all the chemicals and tools in a salon environment, we ask that children under the age of 12 be well attended at all times by a guardian and that they remain in the reception area while not receiving services. We appreciate your understanding, as our client’s safety is our top priority!