TERMS & CONDITIONS

BOOKING APPOINTMENTS​

We ask that you book your treatments as soon as you are able.  Re-booking at each appointment, and especially at busy times of the year is encourages.  Appointments can be booked by via our online booking system, which can also be accessed via Hotel Collingwood website or by telephoning, texting or calling us. Once an appointment is booked you will receive an automated confirmation via our booking site.

Please check your appointment details and let us know as soon as possible if anything is incorrect.

If you cannot make your appointment for any reason, please inform us straight away.  This enables us to allocate your appointment time to someone else.

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ARRIVAL TIME

Please arrive on-time or a few minutes early for your appointment and wait in the seating area outside the treatment room for your therapist to collect you. Please do not knock on the treatment room door.

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LATE ARRIVALS

If you are running late for any reason, please let us know as soon as possible. We will always do our best to accommodate late arrivals within 10 minutes of your appointment time by performing the most complete treatment possible in the time remaining at the full price. In the case of some treatments however late arrival may mean that we unable to honour your booking.

Unfortunately, arriving 10 minutes after the scheduled time of your appointment will result in your treatment being cancelled and full charges being made.  No more appointment will be booked until paid.

We recommend that you plan ahead to ensure you have plenty of time to arrive. If you require parking the Hotel Collingwood car park is located behind the hotel – please ensure you register your car with the hotel reception upon arrival and allow enough time to do this, or find alternative parking if the car park is full.

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CANCELLATIONS and “NO SHOWS”

If you need to cancel your appointment, please contact us at least 48 hours in advance. Cancellations made with less than 48 hours notice will be charged for.

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REFUND POLICY – PRODUCTS

We cannot give refunds on any products sold due to health and safety and hygiene reasons. If there is a fault with a product please contact us directly and we will investigate for you.

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REFUND POLICY – SERVICES

Our treatments are carried out by a qualified therapist. If you are unsatisfied with a treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure as 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.

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LOSS OR DAMAGE OF PERSONAL ITEMS

Please keep your personal belongings with you at all times and leave any valuables at home. We cannot accept any responsibility for items during your time with us.

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ETIQUETTE

We will always treat our clients with politeness and endeavour to deliver the best service possible. As well as respecting our clients privacy and confidentiality. We ask our clients to also respect other clients rights to enjoy their time with us by behaving in a quiet and respectful way whilst on the premises.

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We also believe that our staff have the right to work in a safe environment, free from any abuse or harm caused by others.  We expect all clients to treat our staff with courtesy and respect at all times.

Aggressive or abusive behaviour includes any language (verbal or written), threats, derogatory remarks or rudeness which may cause staff to feel afraid, threatened or abused.  We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations to be abusive behaviour.

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Where a client is aggressive or abusive we reserve the right to refuse to continue with the service and/or refuse to provide treatment to the client in the future.

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We reserve the right to report any aggressive or abusive behaviour to the police if deemed necessary.

 

COMPLAINTS PROCEDURE

We aim to ensure that every client is delighted with the services that they receive from us.  However, we recognise that on occasions things can go wrong. If this does happen we will try to put things right at the earliest opportunity.

This procedure advises how to bring matters to our attention if you are not happy with the service you have received.

We will ensure that all complaints are documented, followed up and where appropriate, action is taken to prevent future occurrences.

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The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.

Complaints need to be documented in writing via email to louisasalesbeauty@gmail.com  Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact concerns.

Your complaint will be assessed by the management team.  We aim to get back to you within 2 working days of receiving your complaint in writing.

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Please be aware that we only have control over the spa treatments and products and complaints regarding premises, spa facilities, hotel staff, food and beverages or anything else that we have no control over will be passed over to Hotel Collinwood. We do however value your opinion and if you have any complaints at all about your time with us, whether to us or Hotel Collingwood, we ask that you also inform us directly so we can be made aware of any issues that may not align with our professional code of practise.

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CHILDREN

We do not encorouge children into the treatment room for health and safety reasons and respectfully ask you do not bring them with you whilst you have treatments with us. Please ensure you have adequate childcare provisions for the time of your appointment. If your children are waiting outside with another responsible adult during your time with us, please ensure that they are kept entertained in a quiet manner that will not disturb other users of the spa or our treatments and services.

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AGE RESTRICTIONS

We are only able to provide treatments to those under 16 with written consent of the child’s parent/guardian, who must also be present during the treatment. Some treatments may also be unsuitable for those under 16 and we retain the right to refuse treatments to those we feel are unsuitable to receive them regardless of age or consent by a parent or guardian. Treatments for young adults (17/18) may also be deemed unsuitable for them by our therapists. In which case we also retain the right to not provide treatments to those age groups either. Please note that the majority of our services are for adults only.

We reserve the right to refuse performing treatments on any guest who is under the age of consent.

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CLIENT QUESTIONNAIRE & HEALTH CONDITIONS

All new clients will be requested to complete a Client Record Card before our therapist can perform any treatments on you. We are unable to complete any treatments until this form has been completed.

Please advise us of any medications, health conditions, allergies, or injuries which could affect your treatment when completing this form. It is your responsibility to let us know of any changes in your circumstances before your treatment goes ahead.

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We reserve the right to ask you questions relevant to each treatment at each visit and may also ask you to fill out a new consultation form before every treatment if we wish. Additionally we may ask you to complete a Client Record Card every 6 months so that we can update our records.

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SPECIAL CIRCUMSTANCES

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Pregnancy & breastfeeding: we offer pregnancy massage services as well as limited other treatments for those who have had their first scan and in the 2 or 3rd trimester of a healthy pregnancy or who are still breastfeeding. We are unable to perform any treatments during your first trimester or before your first scan. We will not perform any treatment ifyou are experiencing sickness, decrease in foetal movement over a 24 hour period, vaginal bleeding or if you are on bed rest or have a high risk pregnancy.

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Allergies, medication & other health conditions: There a number of treatments which cannot be performed due to allergies, health conditions or medications.  Especially serious health conditions such as cancers, strokes, certain heart diseases and other long term or serious health conditions. We are also unable to carry out treatments if you have had surgery in the last 12 months in an area that is either directly or indirectly effected by your chosen treatment. If you are unsure if you are suitable for a treatment please contact us directly to check. Treatments booked, but not performed due to above issues will still be charged for.

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Allergens: Our products are made using potent natural botanical ingredients and aromatherapy essential oils. If you are aware that you are sensitive to allergens in essential oils or other botanical ingredients please make your therapist aware prior to your treatment. Please also be aware that allergies can happen at any time and can be triggered by any number of ingredients or essential oils. We take no responsibility for any allergic reaction to any of our products. All ingredients are available to view on our product labels or website at any time. Our product labels also have the relevant safety warnings, including any known allergens listed on them. This information is also available on product pages of our website and by asking your therapist at the time of your treatment.

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THERAPIST/STAFF ILLNESS

Unfortunately, there may be times when we have to cancel your appointment due to therapist/staff illness or other emergency. If we are unable to reschedule your appointment to another time or with an alternative therapist on the same day we will need to cancel your appointment and rebook you for the next available appointment. We will notify you as soon as possible if we need to cancel your appointment.

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PRICING

While we do all we can to keep our website and price lists updated, treatments and prices are subject to change without warning.

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Updated: December 2024

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