Frequently Asked Questions
IMPORTANT INFORMATION
Making & Attending Your Appointment
How do I make an appointment?
All appointments can be made by telephoning or at reception. We also have a new salon app and online booking system where you can make, cancel and check your appointments.
Please be aware when Online booking, a small deposit will be taken to complete the booking by taking your card details. This deposit will be taken off your treatment total but late cancellation under 24-hour notice or no shows will be charged through this card automatically in line with our cancellation policy.
I’m a new client what will I need to know?
In order for us to be able to recommend the best treatments for you, we highly recommend our complimentary New Client Induction which involve a tour of the salon, a complimentary skin consultation, patch testing and goody bag! Please call reception on 01582 720700 to book your first appointment and this free service will be added to your first appointment.
When should I arrive for my appointment?
All parking is on-street with some restrictions in front of the salon so we recommend that you allow time to find a space, especially during peak times. We ask that you aim to arrive at least 5 minutes prior to your treatment (or 10 minutes for new clients) as your appointment time is the start time of your treatment. Regretfully time constraints dictate that treatments may need to be cut short if you are late and you will still be charged for the full treatment.
What happens if my therapist is running late?
Although we do our best to avoid this, there may be an occasion when your therapist is running behind and we apologise for this, no time will be taken from your treatment.
What is your cancellation policy?
If you are not going to make your appointment please be aware that we require 24-hours notice (or 7 days for large / package bookings) to cancel or rearrange an appointment or 50% cancellation / no show fee will apply. We do not accept cancellations through our Facebook page to avoid delay in messages being received, please telephone as soon as possible 01582 720700.
For clients who have been ‘no shows’ or repeat late cancellers we require a 20% deposit on booking. This is refundable if the client cancels or rearranges in line with our cancellation policy.
Will I have to pay a deposit to book?
A 50% deposit will be taken for all packages and large appointments over 2-hours on booking. This deposit is refundable if client has given over 7 days’ notice to cancel and 7 days is required rebook the appointment without charge.
What happens if my therapist is ill when I am booked in?
On the rare occasion that your appointment needs to be rescheduled due to staff absence we will endeavour to accommodate you as close to the original appointment time as possible with another therapist. We can assure you that cancelling your appointment with our apologies will always be our last option and we will make you aware of the change with as much notice as is practicable.
Salon Etiquette
I need to have my phone on me at all times, can I use it in the salon?
To make the most of your ‘you time’ and maintain a relaxed atmosphere for your fellow clients we ask that you adhere to our policy on mobile phones and devices; please keep them on silent mode or turned off at all times and refrain from taking phone calls in the salon, this includes treatment rooms as you can still be heard in other treatment areas.
Can I bring people with me to my treatment?
As we have limited space in our waiting areas we kindly request that you don’t bring anyone in with you unless they are receiving treatments.
We understand that sometimes it is unavoidable, but respectfully ask that clients do not bring children with them to their appointments where possible; all children brought into the salon must be well behaved, tidy and considerate of other clients. It is not possible to leave children in waiting areas during your treatment; they must be supervised by you at all times.
Client Personal Details and Medical History
It’s my first visit, what will you need to know about me?
All new clients will be required to fill in a confidential consultation card and we may ask you to update them from time to time. These need to be filled out honestly as some treatments and products may not be suitable for you. All new clients need to arrive at least 10 minutes prior to their appointment to allow time to fill in a consultation card.
I am trying to conceive / pregnant / breastfeeding, can I have treatments?
Absolutely, we have a large range of treatments that are suitable or can be adapted for pregnancy or breastfeeding. It is vital that you make us aware, in confidence, if you are / could be pregnant or are breastfeeding, even if it’s early on. There are some treatments and products in the salon that aren’t suitable for you and your safety is of utmost importance to us.
I have changes to my medical history / am taking a new medication or have a new skin / nail condition, what should I do?
Please speak to us, preferably before attending your appointment, to ensure that the treatment is still suitable. If your therapist feels that a treatment is unsuitable for you due to your circumstances including any medical / skin / nail conditions they will not perform the treatment but will endeavour to offer a suitable alternative if possible, charges may still apply. We recommend that you speak to us about the suitability of a treatment before booking if you are unsure.
Why do you need my contact details?
Please ensure that we hold your up to date contact details, we may use these to contact you regarding your treatment and also to send you appointment reminders. Occasionally we will also send you a salon newsletter or details of offers, of which you can opt-out if you wish.
Treatment Specific Information
I am having a treatment for the first time, what do I need to know?
Your therapist will go over any treatment specific aftercare with you during your appointment. If you are unsure of anything please do not hesitate to ask you therapist or call us.
I am new to facials / unsure what facial I need, what should I do?
Please speak to our receptionist who will be happy to book you in for our free Skin Consultation Service where you will be advised on a bespoke course of facials and / or home care prescription to ensure that you are getting the best from your routine. Available to all clients.
How long should I leave between my waxing treatments?
We usually recommend waxing appointments every 4-5 weeks, however everyone is different, speak to your therapist to ensure your appointments and timings are specific to your requirements.
If you are unsure on hair length please come into the salon prior to booking and we will be happy to advise you. If you arrive for your appointment and we feel that the hairs are not long enough for the treatment that you have booked we will make you aware of this and, whether or not you decide to go through with your treatment, you will still be charged for the full appointment.
I want to book for a nail treatment but I have gels / acrylics on, what do I need to do?
If you have gel nails or acrylics that need removing please book in for our gel nail soak off or acrylic removal service with your treatment. The removal process can take some time and we will not have adequate time to complete your treatment if you do not book for a soak-off / removal, but you will still be charged for the full treatment.
Please be aware that we do not remove or infill acrylic nails that have been applied elsewhere.
If your nails are in poor condition or you have recently had acrylic nails removed we may not be able complete your nail appointment in full depending on the nail condition but you will still be charged in full. Please call us if you are unsure which treatment to book and we will be happy to advise you.
I have a fungal infection, can you treat it?
We advise that clients with fungal infections including verrucae and athletes foot do not have treatments in the area and see their GP or pharmacist.
Why do I have to have a patch test?
This is to ensure that you do not have a reaction to the dyes / solutions used in our tinting / lash treatments which vary between salons and brands. We will not carry out a treatment until 48-hours after the patch test has been carried out for your safety. If you have booked online for the first time and have been prompted to book a patch test please call us to ensure there is time before your treatment.
We are now offering patch tests to new clients during their client induction to ensure that all tests have been carried out if they wish to book any tinting / lash treatments in the future.
I’ve had lash extension done at another salon and want them topping up, can you do them?
Unfortunately we cannot top-up or remove a set of lashes that have been done elsewhere, regardless of brand. If you would like to have your lashes redone at Revive Luxury Beauty please wait for the last set to fall off before booking in for your first full set with us.
I’ve booked in for a spray tan, what should I wear to my appointment?
We recommend that you wear dark, loose fitting clothing and avoid wearing perfume, deodorant and moisturiser to your appointment. If you need to wax or shave please do so at least 24-hours before your treatment and avoid using oil based products from 24-hour before treatment, until your tan has completely faded.
Gift Vouchers & Product Purchases
Where can I purchase a Voucher?
Vouchers are available to purchase at reception for any amount or service. You can also purchase online. We are happy to post vouchers out for a small P&P fee but delivery dates cannot be guaranteed. Christmas vouchers can be dated 24th December on request.
How long do I have to use my Gift Voucher?
Gift vouchers have a 1 year expiry date from date of purchase. After the expiry date vouchers are no longer valid, please do not ask to use them.
Expiry dates on promotional vouchers may differ, please check before using if you are unsure.
What is your policy on returns?
Product purchases are non-refundable unless faulty, however we are able to swap products or exchange for salon credit for the amount paid if in their original, undamaged, packaging.
Gift Vouchers are non-refundable or transferable.
Gift Vouchers & Product Purchases
Do you offer a loyalty scheme?
Regular clients will be offered a Revive Luxury Beauty Treat Card which collects Treat Points every time you pay for a service or make a purchase in our shop. Your therapist will help you choose a Gift based on your points balance when you would like to use them. Please note that treatment gifts can only be taken when you are booked in for a paid treatment at the same time. You can keep track of your Treat Points using the Revive Luxury Beauty app.
How can I find out about your current offers?
The best place to keep up to date with our current promotions and competitions is through our Facebook page, please like and follow our page to make sure you see our posts.
We also send out a regular newsletter to clients who have registered their email address with us, if you would like to join our mailing list please speak to our receptionist.
In addition, your therapist will discuss our current offers with you if she feels that it is something that you may be interested in.
I’m not happy with my treatment, what should I do?
If you have an issue with the longevity of your polish or had a minor mishap following your gel nail treatment we will be happy to rectify this for you within 4 days (2 days for standard polish), please call us straight away.
We pride ourselves on our customer service and client satisfaction and want to ensure that you receive the best service possible, however if we haven’t nailed it this time please contact us on 01582 720700 or email info@revivebeautyspa.co.uk as soon as possible.
If you have any other questions please give us a call or speak to your therapist.
Other Terms & Conditions
All competitions and promotions are subject to specific terms and conditions and only valid during the specified time period without exception.
We reserve the right to refuse a booking or prevent admission to the salon at our discretion. In the unlikely event that we deem a client’s behaviour to be abusive or inappropriate towards our staff or other clients they will be asked to leave the salon immediately.