Client Salon Policies

Cancellation and Missed Appointments

We understand that emergencies happen and life can be unpredictable. However, missed appointments and last-minute cancellations leave us with an empty appointment that another client could have had.

  • Please give us at least 48 hours’ notice if you need to cancel or change your appointment, by phone, WhatsApp or by email to salon@tuttifruttiandover.co.uk.
  • If you cancel with less than 48 hours’ notice or miss your appointment, we may charge up to 50% of the treatment price, which will be sent to your via invoice or added to your next appointment.
  • After a missed appointment, we may ask for a non-refundable deposit of 25% of the treatment price to secure future bookings. The deposit is taken off the price of your treatment on the day.

We always consider genuine emergencies individually, so please get in touch if something unexpected happens.

Late Arrivals

We work hard to keep to time so that no client has a long wait. Arriving late affects other clients and our therapists, so please arrive on time for your appointment.

  • If you arrive more than 15 minutes late, we may charge £10 late fee, and your treatment may need to be shortened so that the next client is not kept waiting. The full treatment price will still apply.
  • If you arrive more than 30 minutes late, we may need to rebook your appointment for another time. This will be treated as a missed appointment, and a charge of up to 50% of the treatment price will be invoiced or added to your next appointment.

Consultations and Your Health

Your safety is our top priority. Before your first appointment, we will email you a consultation form to complete. If helps is choose the right treatment for you and gives us the information we need in an emergency.

Please tell your therapist before your treatment if anything has changed since your last visit, including:

  • allergies or sensitivities;
  • medical conditions, skin conditions or injuries;
  • new medication;
  • pregnancy.

Some treatments may not be suitable for everyone, so we may need to adapt or decline a treatment to keep you safe. If you feel any discomfort or unusual symptoms during your treatment, please tell your therapist straight away.

Patch Tests

We follow a strict patch test policy in line with manufacturers’ instructions, industry guidelines and our insurance requirements. A patch test must be carried out at least 48 hours before your treatment:

  • before your first lash lift with us, and again if you have not had a lash lift with us in the last 6 months;
  • before your first eyelash extension appointment, and again if it has been a long time since your last treatment;
  • before your first tint with us, if you have not had a tint for more than 6 months, or if we change our products;
  • if your health, medication or pregnancy status has changed since your last patch test.

We cannot carry out these treatments without a valid patch test, so please allow time for one when booking.

Preparing for Lash Treatments

For eyelash extensions, lash lifts and lash tints, please arrive with;

  • clean lashes, free from mascara and eyeliner
  • contact lenses removed, or bring your lens case with you.

If we need to remove make-up first, it will take time from your treatment and may affect the results.

Keeping lashes clean is important, especially with eyelash extensions. We can recommend and sell an oil-free, extension-friendly lash cleaner, as well as MONU Eye Make-up Remover for natural lashes.

Children and Guests

Your treatment is time for you. While we love children, their safety and the comfort of all our clients are very important to us, and for insurance reasons we kindly ask that:

  • children do not come to appointments unless agreed with your therapist beforehand;
  • children do not come to any appointment that includes an eyelash treatment, as we cannot carry out your treatment and keep them safe at the same time.

You are very welcome to visit with a friend or have a friend join you. If you would like to bring more than one other adult, please agree this with your therapist before you arrive, so that we can make sure other clients are comfortable.

Mobile Phones, Photos and Filming

We welcome mobile phones in the salon, but kindly ask you to:

  • keep your phone on silent and conversations quiet, out of respect for other clients and our team;
  • remember that your therapist will need both of your hands for manicures, and that you will need to keep your eyes closed during lash treatments, so using your phone may not be passible or safe;
  • not photograph or film other clients or our team without asking first.

We love sharing our work, but we will always ask your permission before photographing or posting your treatment results.

Your Satisfaction and Refunds

We want you to love your results. If you are not happy with your treatment, please tell us during your appointment or as soon as possible afterwards, ideally within 48 hours, so that we can see the problem and put it right.

  • If the problem is due to our work, we will put it right free of charge.
  • if we cannot put it right, we will offer you a partial or full refund.

Problems caused by aftercare advice not being followed, or by damage after you leave the salon, are not covered. This does not affect your statutory rights.

Tips

Tips are never expected, but they are always appreciated. Cash tips go straight to your therapist. You can also add a tip when paying by card, and every penny is passed on to your therapist.

Respect and Our Right to Refuse Service

We want the salon to be a relaxing, welcoming place for everyone. Our team has the right to refuse or stop a treatment if a client:

  • is rude, abusive, threatening or behaves inappropriately towards our team or other clients;
  • appears to be under the influence of alcohol or drugs;
  • has a health condition that could make the treatment unsafe.

Your Information

We keep your contact details and consultation information securely and confidentially, in line with UK data protection law. We only use it to provide your treatments and to contact you about your appointments, and we never sell or share it for marketing. You can ask to see the information we hold about you at any time.