BOOKING TERMS & CONDITIONS

TERMS & CONDITIONS

These terms and conditions (our ‘Terms’) govern your use of our Services and Appointments provided by our Therapists. Please read them in detail before you use our Services. By continuing to use the Website or using our Services you are deemed to have accepted these Terms, even if you do not register an account with us. We recommend you print a copy for your records.

1. Your Obligations

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1.1 You must at all times:

* Observe and act in accordance with these Terms when using the Website and/or Services.

* Not use the Website or our Services in any way which may affect our reputation of or the use and enjoyment of the Website or our Services by any other users or third parties.

* Provide us with accurate information and ensure that all details that we hold about you (including your email address) are up to date and valid.

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1.2 In connection with Appointments, you must also:

* Act with suitable consideration for the Therapist.

* During an Appointment, not act in any way which is offensive, rude, illegal or which might cause distress to others.

* Communicate to the Therapist all medical or health related conditions or special needs which may affect the Appointment or the activities to be conducted by the Therapist in connection with it (for example, allergies). If you fail to disclose such information then neither the Therapist nor we will have any liability towards you in connection with injury, loss or damage arising to the extent it could reasonably have been avoided if you had disclosed the information.

* Provide a safe and suitable environment in which the treatment can be carried out by your Therapist (if in the Therapist’s reasonable opinion, you fail to do this, the Therapist is entitled to refuse to perform the treatment and you will still be charged for the Appointment).

* Not deal with the Therapist in any way which could be deemed to be harmful to our business or reputation or do anything which might adversely affect our relationship with a Therapist.

* Not attempt to contact a Therapist introduced to you by our Services (for example, a Therapist you have used previously for an Appointment) directly and to always communicate through us to make future Appointment bookings.

* Where applicable, only provide us with credit or debit card details for which you are the sole account holder.

* Be ready for your Appointment so it can start as scheduled. Please note if you are late for your Appointment your time will be cut where necessary. If you are more than 15 minutes late for your appointment it will be at the discretion of your Therapist whether the Therapist decides to proceed with the appointment. Once the Therapist is in your house any significant time taken out to tend to deliveries, babies, pets or work that becomes a disturbance during the treatment will be taken off your treatment time at your Therapist’s discretion.

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2. Appointments – things to note

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2.1 Our services are only available in West and Central London (Zone 1 and West London). We may be able to provide Bridal and VIP Packages outside these areas if agreed with the Therapist.

2.2 We provide our Services on these Terms, and they form the contract between you and us. Our ‘Services’ comprise our provision of:

* Information about our Therapists and the service/s they can provide.

* Booking functionality which allows you to book Appointments with the Therapists.

* A payment mechanism which enables us to take payment from you on behalf of the Therapist.

* Other services detailed in these Terms or as available on our Website, for example assistance in relation to complaints and concerns.

2.3 Should you choose to book an Appointment, the contract relating to the provision of services at the Appointment will be between you and BeautyAE. This contract will incorporate the relevant provisions of these Terms (such as those relating to payment, cancellation and your obligations). By making an Appointment, you agree to be bound by the contract and to adhere to it. Please note this means:

* We shall have no liability to you in relation to the Appointment other than as set out in these Terms.

* We offer no warranty as to an Appointment or Therapist’s suitability for your exact requirements.

* Any concerns about the performance of a Therapist at an Appointment or any loss or damage relating to it should be dealt with by contacting us by email or in writing at the addresses supplied above.

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2.4 Please also note the following in relation to our Therapists:

* Whilst we undertake checks and conduct interviews in order to select our Therapists, we cannot guarantee the accuracy or completeness of our screening processes.

* You acknowledge that you engage the Therapist at your own risk. You should exercise caution and take common sense precautions when dealing with a Therapist as you would when dealing with any other person who is not known to you.

2.5 All Appointments shown on our Website are subject to availability. The images and/or description of the Treatment Consultations are for illustrative purposes only and actual Treatment Consultations may differ from those images and/or descriptions. Whilst we endeavour to ensure that information provided to us by our Therapists and displayed on our Website is accurate, we cannot verify the information and make no representations regarding it. It is the responsibility of the Therapist to ensure that the Treatment Consultation is available and accurately described.

2.6 If you are a consumer, you have legal rights in relation to Services that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.

3. Appointments – Booking and Payment

3.1 Our checkout pages will guide you through the steps you need to take to book an Appointment. Please take the time to read and check your order at each page of the order process. To summarise, the process for booking and paying for Appointments is as follows:

* You do not have to register an Account with us.

* Whether you have an account or not, you may place an order for an Appointment via our Website.

* We shall collect payment information from you at the time or ordering via our Website. Please see below for further information regarding payment.

* Once we have received your payment details we will send you a booking confirmation by email or other media (‘Confirmation Email’) which will include detailed instructions relating to the booking. This will also confirm the fee to be charged to you in connection with the Appointment (which includes VAT, if applicable) (the ‘Appointment Fee’). This email confirms that we have received your booking request.

* Your therapist will endeavour to confirm your appointment, via email or phone, within two (2) hours of receipt of email. Once this is sent your booking will be confirmed and you will have entered a binding agreement to pay for the Appointment. Please check this Confirmation Email carefully and notify us promptly if it contains any errors. Please note: no appointment is final until confirmed by the therapist performing the appointment.

* Payment of the Appointment Fee will be taken after the Appointment has been completed, or immediately if we are become entitled to take payment as specified elsewhere in these Terms e.g. if you cancel with 24 hours of your Appointment time.

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3.2 If we are unable to accept your order, we will inform you of this and you will not be charged for the Appointment. This might be because the Appointment is no longer available or requires alteration or because we have identified an error in the price or description of the Appointment.

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3.3 Please note the following regarding price and payment:

* Payment to us shall discharge your debt to the Therapist.

* We take all reasonable care to ensure that the price of the Appointment advertised on our Website is correct but sometimes errors may occur and these may be changed from time to time. Please double check the Appointment Fee stated in the Confirmation Email and advise us as soon as possible if you believe it does not correspond with the fee stated on our Website prior to you placing your order.

* We accept payment with Visa, Mastercard, American Express. We may accept payment via other means – the latest methods of payment can be found on our Website. We do not store full credit or debit card details. Where we need to capture payment details as part of a checkout process they are passed to a PCI-DSS accredited payment service provider and then discarded. We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment.

* You confirm that the payment details you provide to us will remain valid up until 72 hours after your Appointment is completed and agree promptly to provide payment by alternative means in the event your payment cannot be processed.

* Expenses:

VAT @ 20% is inclusive for our BeautyAE services.

VAT @ 20% is added to all our BeautyAE bridal, event and group services.

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4. Appointments – Cancellation

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4.1 Whilst our Therapists endeavour to ensure that Appointment times are adhered to, we and they reserve the right to cancel Appointments when it becomes necessary to do so. In the event of such cancellation, we will give you notice of cancellation via email or phone.

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4.2 If you cancel an Appointment, the following applies:

• If you cancel an Appointment with 24 hours before the start of Services, there will be no fee and you will be issued a full refund.

• If you cancel an Appointment 2-24 hours before the start of the Services, you will incur a fee of 20% of your full appointment fee.

• Unfortunately we are not able to offer refunds for appointments cancelled with less than 2 hours notice.; OR

• If you wish to amend your booking, we will do our best to accommodate, but an additional fee may be incurred on same day changes, at the discretion of the therapist.
   

4.3  Additional treatments: If there are any additional/extended treatments on top, these will be charged accordingly after the booking. We kindly ask for your cooperation in settling these if applicable to ensure your therapist is fairly paid.

We also ask for your understanding in the event that your therapist has a prior booking and is unable to complete additional unbooked treatments. 

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4.4  Waiting time: If the appointment doesn’t start at the booked time (given 15 mins grace) a waiting fee charged at £40 per half hour delay will be charged.

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4.5. Sickness: Should you need to cancel your appointment due to sickness, we will require evidence of a positive LFL test or sick note.

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4.6.  Cancellation by therapist: for hair and beauty bookings, a 100% refund or rebooking will be offered. For Massages, an alternative therapist will be offered.

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4.7  For massage bookings: The customer must let BeautyAE know ahead of booking it they are pregnant so that any necessary accommodations can be made, otherwise BeautyAE reserve the right to not complete the booking.

5. Appointments – Complaints

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5.1 If you have any dispute with a Therapist concerning them or the Appointment you will attempt to resolve it in the first instance by directly communicating with the Therapist during the Appointment. If you reach a settlement with the Therapist which involves a full or partial refund on the Appointment Fee then you will be required to inform us of this settlement within 24 hours. We will confirm this with the Therapist and provided it is agreed then we shall refund the agreed amount by your original payment method, provided such refund will under no circumstances exceed the Appointment fee.

5.2 If you are unable to resolve your complaint with the Therapist, or you have a complaint following the Appointment, you must inform us in writing within 24 hours after the Appointment. You must promptly provide us with information reasonably requested by us in order to investigate the complaint. We shall consider the complaint and inform you of the outcome of our investigation within 10 days of being notified of it.

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6. Termination and Suspension

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6.1 If we suspend your Account or access to the Website for any reason we may refuse to provide you with any Services including the right to make any further bookings. If you attempt to circumvent this clause by attempting to create a new account we reserve the right to terminate this Agreement and any existing Account you may have.

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6.2 We may terminate the contract and your Account at any time if:

* You are in breach of any of these Terms.

* You do not make any payment to us when it is due and you still do not make payment within 3 days of us reminding you that payment is due.

* You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services.

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6.3 If we end the contract in the situations set out above we may charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

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7. Our Liability

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7.1 If we are negligent in our performance of the Services or fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract between us was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

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7.2 We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time.

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7.3 We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.

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7.4 Please note that we only provide our Website and Services for domestic and private use, and you agree not to use our Website or our Services for any commercial or business purposes.

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7.5 Our Website and Services are provided for users in the United Kingdom only. Whilst access may be possible from outside the United Kingdom, neither our Website nor Services are intended for such use and such users access the Website and Services at their own risk.

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8. Other Important Terms

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8.1 We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer, you may contact us to end the contract within 7 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.

8.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

8.3 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

8.4 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

8.5 These Terms contain the whole agreement between us and you and supersedes any previous terms or discussions between us.

8.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.