Sulis Beauty and Holistic Therapies Terms and Conditions of Business (Mobile Services)

 

1. INTRODUCTION & SCOPE

1.1 These Terms and Conditions govern the booking, payment, and provision of mobile beauty and holistic therapy services provided by Sulis Beauty and Holistic Therapies ("we", "us", "our") to the client ("you", "your").

1.2 By booking an appointment online, by phone, or via messaging, you acknowledge that you have read, understood, and agreed to be bound by these terms.

1.3 As a mobile service provider, we travel directly to your designated location. You are responsible for ensuring a safe, clean, and appropriate space is provided for your treatment, or treatment can be denied and you will be liable for the full cost of the treatment.

 

2. BOOKINGS AND PRE-PAYMENT

2.1 We do not take a separate deposit. Instead, 100% of the total treatment cost must be paid online at the time of booking to secure your appointment slot.

2.2 Your booking is only confirmed once full payment has been successfully processed.

2.3 In accordance with UK and EU consumer laws for digital/remote bookings, by paying upfront and selecting a specific appointment date, you expressly request the services to be scheduled on that date and acknowledge how the cancellation policy below applies.

 

3: Cancellation, Rescheduling, and Refunds

3.1 More than 24 Hours’ Notice: If you cancel or request to reschedule your appointment with more than 24 hours’ notice before your scheduled start time, you are entitled to a 100% full refund or an immediate reschedule to a new date, free of charge.

3.2 Less than 24 Hours’ Notice: If you cancel, with less than 24 hours’ notice, the cancellation fee is 100% of the treatment cost. No refund will be issued, and the upfront payment will be retained to cover our lost time, booking slot, and travel preparation.

3.3 If you require to reschedule or alter your time slot, the therapist will try their utmost to accommodate, however, this will be dependant on other client bookings. An agreement on a new schedule time must be reached and booked to prevent the 100% cancellation fee.

3.4 Exceptional Circumstances: If you request a full refund or a fee waiver for a cancellation made after the 24-hour limit, this will be considered strictly under exceptional circumstances. Any such refund or fee waiver is not guaranteed and is granted solely at the absolute discretion of the business owner.

3.4 Documentation Requirement: To ensure fairness and prevent abuse of this policy, the owner may request reasonable supporting evidence (such as a medical note or official notice) before exercising their discretion to grant a late refund or reschedule.
 

 

4. NO-SHOWS AND MOBILE VISITATION RULES

4.1 Definition of a No-Show: Because we operate a mobile service, a "No-Show" is defined as our therapist arriving at your designated location at the scheduled time, and nobody is home. You are late getting back to the designated location, and we cannot gain entry.

4.2 Direct Contact Exception: If you make direct contact with us before the appointment start time to explain a sudden delay, we will do our best to accommodate you.

4.3 No-Show Penalty: If we arrive and you are not present, and no direct contact has been made within 15 minutes of the start time, the appointment will be deemed cancelled. The penalty is 100% of the cost, and the therapist will leave.

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5. TRAVEL ZONES & SURCHARGES

5.1 Primary Service Area: Our standard pricing covers mobile travel to any location within a 30-minute drive of our base in Northampton NN4. Travel time is calculated using standard GPS mapping software based on the address provided at booking.

5.2 Out-of-Area Bookings: Because payment is taken 100% upfront online, your travel location will be reviewed after payment is received.

5.3 Surcharge Notification: If your location falls outside our 30-minute primary service zone, we will contact you via text or email with the calculated travel surcharge to cover the extra time and fuel.

5.4 Right to Cancel (Out-of-Area): If you accept the surcharge, it must be paid via [Insert: payment link / bank transfer] within 24hrs  hours of our notification to secure the booking. If you decline the travel surcharge, or if the location is too far for us to logistically travel, we reserve the right to cancel the booking immediately. In this scenario, you will receive a 100% full refund of your upfront payment, regardless of the standard 24-hour cancellation rule.

5.5 Parking and Clean Air Fees: You are responsible for covering any additional vehicle costs required to access your property. This includes paid parking meters, parking permits, or local emissions charges (e.g., Congestion Charges or ULEZ). These fees will be calculated alongside your location review and must be settled prior to the appointment.

5.6 Our aim is to be at your address 15 minutes prior to your allotted time schedule to allow the therapist to set up for your treatment. 

5.7 Traffic may cause delays; should this happen the therapist will contact you directly. We can adjust your treatment times (dependant on bookings) and/or adjust the price accordingly.

5.8 Client Lateness / Delayed Start: If your session starts late because you are not ready or are delayed returning home, your treatment time may be reduced.

5.9 Last Resort Treatment Reduction: Shortening a treatment is always our last resort. We will only reduce your session time if we have subsequent client bookings immediately following your slot that would otherwise be delayed. The full price of the booking remains payable.

 

6. MANDATORY PATCH TESTING

6.1 For specific treatments involving chemicals (e.g., tinting, lash lifts, or intensive peels), a mandatory patch test must be performed 24 to 48 hours before your actual treatment.

6.2 Mobile Delivery: We will arrange a specific time to travel to your location to deliver and administer the patch test.

6.3 Non-Compliance: If you refuse a patch test, fail to be available for the mobile patch test visit, or display an adverse reaction, the main treatment cannot legally or safely go ahead. If the appointment must be cancelled due to a missed patch test appointment, it will be treated under the standard cancellation windows outlined in Section 3.

6.4 A patch test will have to be renewed every 12 months to follow legal practices.

 

7. AGE RESTRICTIONS AND PARENTAL CONSENT

7.1 Minimum Age (Independent): The absolute minimum age to independently book and receive treatments without parental involvement is 18 years old.

7.2 Minor Age Policy (16–17): We will consider treating individuals aged 16 to 17 years old under strict conditions: A parent or legal guardian must be physically present throughout the entire duration of the treatment in the room. The parent or legal guardian must sign a physical or digital consent form prior to the start of the service.

7.3 Under 16s: We do not provide treatments to individuals under the age of 16. We reserve the right to request official photo ID if a client's age is in question.

 

8. CLIENT RESPONSIBILITIES & CONDUCT

8.1 Environment: You must provide a safe, smoke-free, clean environment with adequate lighting, electrical outlets, and access to water if required for the treatment. Pets and young children should be safely managed so they do not disrupt the therapist or equipment, any contamination of our products will incur charges to the client.

8.2 Health Disclosure: You must complete a digital or physical health consultation form honestly before treatment begins, disclosing all medical conditions, skin sensitivities, or allergies. Dependant on the treatment requested, certain conditions may require an adjustment, cancellation or delays to allow for healing time.

8.3 Safety & Abuse: We operate a zero-tolerance policy against aggression, harassment, or inappropriate behaviour. If our therapist feels unsafe, the session will be terminated instantly, the therapist will leave, and no refund will be issued. The therapist will contact the relevant authorities (i.e., Police) if they feel appropriate.  

 

9. COMPLAINTS AND CONSUMER RIGHTS

9.1 In accordance with the UK Consumer Rights Act 2015 and EU consumer protection laws, we perform all holistic and beauty treatments with reasonable care, skill, and professional diligence.

9.2 If you are dissatisfied with a service, please speak to the therapist at the time of administration, or you must contact us directly within 24 hours of the treatment to file a complaint. We will investigate thoroughly and attempt to reach an amicable resolution (such as a partial refund or remedial service) within 14 days. 

 

10. DATA PROTECTION AND GDPR

10.1 To deliver these treatments safely, we must collect and process sensitive health information ("Special Category Data" under UK/EU GDPR).

10.2 This data is processed purely under the legal basis of "Legitimate Interest" and explicit client consent to ensure physical safety during treatments. Your physical address and contact details are used strictly for route planning and booking management.

10.3 Your details will be held securely in accordance with data retention laws and our insurance provider's professional indemnity requirements. Your details will never be sold or passed to third parties.

10.4 The therapist may wish to use videos or photographs for marketing purposes and must seek permission from the client before treatment, this is at the discretion of the client and you have the right to refuse. Photos and videos will never include personal identity. or the location of the client or any special category data. 

10.5 The client is within their rights to ask for any removal of media involving them at any time.