All issues or discrepancies must be addressed within the first 24 hours of leaving the salon to be corrected. Pictures of any concerns should be sent, and where appropriate, I will advise a face-to-face appointment to discuss the matter further. If a client declines to attend this appointment, Hile Aesthetics and Beauty Clinic cannot take any further responsibility as the client has chosen not to engage with the policy process. If a client contacts the clinic outside of this time frame, except in the case of post-aesthetic procedures, the clinic holds no further accountability. However, where appropriate, a judgement based on the issue raised may be considered if it falls within a reasonable time frame
Any lashing issues must be reported within the first 24 hours of leaving the salon for them to be rectified. Please note that no refunds will be issued. I will, however, correct any problems a client identifies. Retention issues must be addressed within the first 3 days; after this, all infills will be charged at a mini-infill price
There is a strict non-refundable booking fee policy of £15 per appointment to secure your time slot. This policy is in place due to the high number of last-minute cancellations and no-shows. Any appointments that need to be cancelled or rescheduled must adhere to the 24-hour notice policy to avoid losing the £15 booking fee. If an appointment is cancelled within 24 hours of the scheduled time, the booking fee will be forfeited, and the full treatment amount will be invoiced. The debit or credit card linked to the account will automatically be charged for the remaining balance. Where possible, please provide 48 hours' notice to reschedule
Unless discussed otherwise, I encourage all clients to use the online booking system for scheduling appointments. If you encounter any issues, please feel free to contact me directly. You can also find all treatment information on the website, and if you're unsure, you can book a consultation
Model appointments require the client to consent to video/photography imaging, which is used for portfolio and skill-building purposes. Please note that achieving the desired look may take time, progress, and multiple appointments. These services are provided at a heavily discounted rate for this reason
Patch testing is mandatory for **all** clients at least 24 hours prior to lash lift appointments, especially for those with sensitivities, allergies, or previous reactions. Please contact the clinic before booking if you have any concerns. Patch test appointment slots can be booked through the online system. If a client has a known allergy but does not disclose this information, Hile Aesthetics and Beauty will not be held accountable or responsible.
An elective filler dissolve must also be patch tested before scheduling a dissolve appointment. Please book a consultation to discuss your needs and desired outcomes before proceeding with a dissolve treatment
Clients may be asked to provide identification if they appear to be underage for certain treatments. Hile Aesthetics and Beauty reserves the right to refuse treatment to anyone unable to provide valid identification. Additionally, the clinic reserves the right to refuse service to clients displaying aggressive, rude, or inappropriate behaviour. Abusive messages, calls, or verbal abuse in the clinic will not be tolerated, and such clients may be asked to leave and prohibited from booking future appointments
Please allow 2-3 working days for responses to messages, texts, and emails. I work in a hospital environment and have other responsibilities, so I am not always available to engage in business-related communications. If you have any questions, feel free to send a follow-up message, but please note that replies will be handled in order, starting with the oldest messages, to ensure fair service to all
In the event of an aesthetic emergency, please call immediately. Do not text, message, or email and wait for a response. As outlined in the aftercare instructions (provided via email and in-clinic), any urgent concerns must be addressed by phone to ensure a prompt response. You may send a text stating "emergency" or "please contact ASAP" to highlight the urgency
Thank you for reading, and please feel free to contact me if you have any further questions
