Booking & cancellation policy

We want to ensure we can provide the best service we can, in order for us to secure your appointment we do require a 50% booking fee for all bookings.

This fee is non refundable but is transferable as long as you amend your appointment before the cancellation period. When booking with us over the phone your card details will be captured in a secure payment system, these card can not be accessed by staff but will be used if you would prefer an easier checkout or if you cancel within the cancellation policy below. You can find out more about how card details are stored here.

We do understand that sometimes life can get in the way, to protect jobs at the salon we hold a 48 hour cancellation policy, this applies to cancellations, appointment reschedules, cancelled appointments due to not attending a patch test and no shows.

If you cancel 48 hours prior you will be lose your booking fee and be charged the remaining 50% off your appointment.

If you reschedule your appointments more than 3 times within 3 days of your appointment Malvern serenity will reserve the right to not allow advance booking.

Group booking cancellation policy

When making a group booking a 50% booking fee is required. If you need to cancel or reschedule a group booking we operate the following policies:

2 people- 4 days cancellation/reschedule policy

3 people- 5 days cancellation/reschedule policy

4 or more people- 7 days cancellation/reschedule policy

Please note: If it is just one person that needs to cancel from the group booking our normal salon policy applies.

Lateness policy

If you are more than 5 minutes late for your appointment you could be refused your appointment time but still charged 100%. Please ensure you arrive on time to allow your therapist to perform your treatment without delaying other clients.

Children

We do accept children for treatments with parental signature.

We unfortunately do not allow children to accompany you to your appointment. If you arrive to your appointment with a child you will be refused treatment and charged 100% of the appointment.

Treatcard Policy

When you book with us at Malvern Serenity you will be automatically issued a Treatcard number, you will receive points on any single treatment that is over the value or £30. You will also earn points for any product purchases you make with us. These points gained will allow you to try treatments you have not had before, our system will randomly pick appointments for you.

How can I use my treatcard?

To book a treatcard treatment you must book it alongside a full paid service over the value of £30. Our receptionists can get your treatcard appointments booked in for you.

What happens if I need to cancel or reschedule my treatcard appointment?

If you cancel or reschedule your Treatcards treatment within 4 days of your appointment, the Treatcards treatment will be lost.

Can I use it anytime of the year?

Treatcard appointments are not valid to use in December. Treatcard will be subject to availability.

Voucher Policy

All vouchers are valid (unless stated otherwise) for one year from purchase. If you lose your voucher you will not be able to redeem. All vouchers are non refundable. To use your voucher you must present the voucher on the day of your booking. If you lose the voucher we will be unable to honour your voucher. Your voucher can be used on any full priced treatment or treatment offer. This excludes any model offers available. If your voucher is for a set treatment the treatment can not be changed. We do not allow voucher date extensions.

Return policy

If you would like to return a product you have purchased from us you have up to 28 days to return from the day of your purchase. Opened (including removing plastic seal) or used items can not be returned or refunded.

Right to refuse service

We have a right to refuse service if you have a medical condition contraindicating to treatment. We also have the right to refuse service if you are under the influence of alcohol or drugs. We have the right to refuse service if you are abusive towards members of staff, you have previously not paid for an appointment or we believe you are attempting to receive an unprofessional service.

If you have cancelled 2 appointments in a row within our 48 hour cancellation policy or have failed to show we reserve the right to refuse future bookings.

CANCELLATION OF YOUR APPOINTMENT

In the event of staff illness, unexpected closure of the salon or stock issues we may need to reschedule your appointment. We will do our best efforts to book you back in as soon as possible and we always aim to give you as much notice as possible. No discounts will be offered.

Not happy with a service you have received?

Here at Malvern Serenity we always strive to make sure you have a high class service with us. If you find you have been unhappy with a service you have received then please do contact management and we would be more than happy to assist you and turn your experience around. If you are unhappy with the service you must report this to us within 48 hours for the matter to be dealt with. We do not offer refunds but we will always look to fix the problem. In the unlikely event that your Gel polish peels off within 4 days of your treatment we will offer a free nail fix. Please note: it will only be free if on appointment we can see if has lifted by the fault of the therapist.