Sometimes the facial leaves your skin blotchy. Sometimes a haircut is shorter than you asked. Sometimes it is nobody's fault and the result is just not what you pictured.
Whichever it is, here is what you can ask for.
The 48 hour window
Tell us within 48 hours. After that, it becomes hard to say what caused what, especially with skin. Call or WhatsApp with what happened and, if it helps, a clear photo in daylight.
We listen to the whole complaint before we suggest anything. Most cases so far have been settled in one phone call.
What you get, by type of service
| Service type | What we do |
|---|---|
| Can be redone (facial, hair spa, manicure, pedicure) | Redone at no extra charge |
| Cannot be redone (waxing, threading) | A fair partial refund, or credit toward your next booking |
| Reaction to a product you had told us about at booking | Full refund, plus a doctor's consultation if needed |
What helps us sort it out quickly
- Say what you expected. "I asked for two inches off and it is four" is easy to act on. "It is bad" is not.
- Do not use another product on it first. Especially on skin. Something applied on top makes the cause harder to trace.
- Keep the message thread. The booking, the services and any allergy note are all there.
We reply within 24 hours and try to close every case within 7 working days. There is no form and no ticket number, just a phone call. The number is on the contact page, or write to the email listed on the policy page.
What we will not do
We will not tell you a result is fine when it is not, and we will not blame your skin for something the technique caused. We also will not promise a permanent outcome from a single visit: a cracked heel treatment needs more than one sitting, for example. If the complaint is that a treatment did not do what a treatment cannot do, we will say so kindly and explain.
Common questions
How long do I have to complain about a service?
48 hours. Call or WhatsApp with what happened.
Will a facial or hair spa be redone if I am unhappy?
Yes, services that can be redone are repeated at no extra charge.
What about waxing or threading?
They cannot be redone, so we offer a fair partial refund or a credit on your next booking.
What if I had a reaction?
If you told us about the allergy when booking, you get a full refund and we cover a doctor's consultation if needed.
How quickly is a complaint resolved?
We reply within 24 hours and aim to close every case within 7 working days.
Book what this guide covers
Full price lists and details for the services discussed here.
