Customer Service Terms

By booking an appointment, the client confirms that they have read, understood and agree to comply with the Studio Booking & Service Policy.

All studio appointments require a 50% prepayment of the service price. This requirement applies to all clients without exception.

The prepayment confirms the appointment and guarantees that the selected date and time are reserved exclusively for the client.

Prepayment must be made by bank transfer. Payment details will be provided once the appointment has been confirmed.

After the appointment date and time have been agreed upon, the booking will be held for 24 hours. If the prepayment is not received within this period, the reservation will be cancelled automatically, and the time slot will become available for other clients.

The prepayment will be deducted from the total cost of the service on the day of the appointment.

If you need to cancel your appointment, please notify the studio at least 24 hours before your scheduled appointment.

If an appointment is cancelled less than 24 hours before the scheduled time, or if the client fails to attend the appointment, the prepayment is non-refundable.

A refund of the prepayment may be considered in exceptional circumstances, including:

– illness or a medical condition preventing the client from attending the appointment;

– a serious injury (such as a broken arm or leg);

– hospitalisation;

– an accident;

– the death of an immediate family member;

– other objectively exceptional circumstances.

Where the cancellation is due to illness, injury or another medical condition, the prepayment will only be refunded upon presentation of a medical certificate, doctor’s note or another official document issued by a healthcare provider confirming that the client was unable to attend the appointment on the scheduled date.

Without supporting medical documentation, illness will not be considered sufficient grounds for a refund.

An appointment may be rescheduled once while retaining the original prepayment, provided that the studio is notified at least 24 hours before the scheduled appointment.

If the request to reschedule is made less than 24 hours before the appointment, the original prepayment cannot be transferred to the new booking. A new appointment will require a new prepayment.

If an appointment is rescheduled more than once consecutively, the prepayment will not be carried over, regardless of how much notice has been given.

Where appointments are repeatedly cancelled or rescheduled, the studio reserves the right to accept future bookings only upon receipt of 100% prepayment, or to decline future bookings.

If a client fails to attend their appointment without providing at least 24 hours’ notice, and cannot be reached by phone or message, the prepayment will not be refunded.

Any future appointment will only be accepted upon receipt of 100% prepayment.

In the event of repeated no-shows without prior notice, the studio reserves the right to refuse future bookings and services.

Clients are kindly asked to arrive on time for their appointment.

If you expect to be late, please inform the nail technician or the studio administrator as soon as possible.

If a client arrives late, the service provider reserves the right to shorten the planned service where necessary to avoid delaying subsequent appointments.

If the delay is significant and it is not possible to complete the service to the required standard within the remaining appointment time, the service provider reserves the right to cancel the appointment.

We value every client’s time and therefore follow our appointment schedule closely. We are unable to shorten the appointment time allocated to other clients due to a late arrival.

Repeated lateness may result in future appointments being accepted only with 100% prepayment or in the refusal of future bookings.

If a client wishes to change the booked service or add an additional treatment, nail art, repairs, product removal or any other service, the studio must be informed in advance.

Appointment times are scheduled based on the services agreed at the time of booking.

If insufficient time has been allocated for additional services, the service provider reserves the right to decline those services during the appointment.

The service provider reserves the right to refuse all or part of a service if, prior to the appointment, signs of illness, inflammation, infection, injury, damage to the skin or nail plate, or any other condition are identified that could make the treatment unsafe.

Where appropriate, the client may be advised to consult a healthcare professional and return once the condition has been resolved and there are no longer any contraindications.

The health and safety of both the client and the service provider will always take priority over the provision of a service.

Our studio is committed to maintaining a respectful and professional environment.

We treat every client with courtesy and respect and expect the same level of respect towards our service providers, receptionist and all other members of the studio team.

Rude, offensive or aggressive behaviour, threats, harassment, intimidation, abusive language, inappropriate conduct or any violation of the personal boundaries of our staff will not be tolerated.

In such circumstances, the service provider or the studio management reserves the right to immediately discontinue the service and refuse any future bookings.

We understand that plans can change and that, from time to time, it may be necessary to cancel or reschedule an appointment.

However, repeated cancellations, rescheduling requests, requests to change an already confirmed appointment time, or frequent changes to appointment dates make it difficult to manage the studio schedule and affect the availability of appointments for other clients.

Where such situations occur on a regular basis, the studio reserves the right to accept future bookings only upon receipt of 100% prepayment, or to decline future bookings.

The studio and the service provider reserve the right to refuse to provide a service, accept future bookings, or continue providing services to a client.

This right may be exercised in circumstances including, but not limited to:

– rude, disrespectful, offensive or aggressive behaviour towards the service provider, receptionist or other members of the studio team;

– repeated cancellations or rescheduling of appointments;

– repeated or significant lateness;

– failure to attend an appointment without prior notice;

– repeated breaches of the studio’s booking or service policies;

– violation of the personal boundaries of the service provider or other staff members;

– inappropriate or aggressive behaviour during the appointment;

– refusal to comply with health, safety or hygiene requirements;

– a health condition that makes it impossible to provide the service safely or to the required professional standard;

– behaviour that disrupts the work of the studio or causes discomfort to other clients or staff members;

– repeated conflicts or disputes;

– any other circumstances in which continued cooperation between the client and the studio is no longer appropriate or reasonably possible.

Payment for a service, or a client’s willingness to pay, does not in itself guarantee that the service will be provided in all circumstances. Each situation will be assessed individually, taking into account the specific circumstances and the studio’s policies.

Clients are free to choose the studio and service provider they trust. Likewise, the studio and its service providers reserve the right to choose the clients they work with and to maintain a safe, respectful and professional working environment.

We value every client’s time just as we value the time of our service providers and other members of the studio team.

We kindly ask all clients to treat their appointments responsibly, notify the studio of any cancellation or rescheduling request at least 24 hours in advance, and comply with these policies.

These policies have been established to ensure a professional, well-organised and comfortable experience for both our clients and our team.

Thank you for your understanding, your respect for our work, and for helping us maintain a positive environment by following these policies.