CANCELLATION, REFUND & LATENESS POLICY
Last updated: 25/09/2026
At Näkemiin, we respect your time and ask that you respect ours. These policies ensure fairness to all clients while protecting the time and income of our therapists. By booking an appointment, purchasing minutes, or buying a package, you agree to the terms below.
1. Appointment Cancellations
To keep the diary running smoothly, we require notice for all changes.
Cancellation Fees
48–24 hours’ notice: 50% of the treatment cost
Less than 24 hours or no-show: 100% of the treatment cost
Late cancellation fees are charged via Fresha’s secure card capture system.
If you are unable to attend due to illness or emergency, please contact us as soon as possible. Evidence may be requested at our discretion.
2. Late Arrivals
We will always do our best to accommodate you, but arriving late impacts the appointments after yours.
Appointments under 30 minutes
If you arrive late:
Your appointment may need to be shortened.
If you arrive too late for the service to be completed safely or to the required standard, the appointment will be treated as a late cancellation, and the full fee (100%) will be charged.
Appointments 30–60 minutes
If you arrive late:
Your appointment may be shortened, and the full fee (100%) still applies.
If there is not enough time remaining to complete the service safely, the appointment will be treated as a late cancellation, and the full fee (100%) will be charged.
Appointments over 60 minutes
If you arrive late:
Any lost time will be deducted from your treatment.
If the delay is too long for the service to be carried out safely or effectively, the appointment will be treated as a late cancellation, and the full fee (100%) will be charged.
Your appointment time is reserved just for you. Lateness can affect the quality and safety of your treatment, the running of the salon, and the experience of the next client. Thank you for respecting our timings.
3. Refunds and Treatment Concerns
Completed treatments are not refundable simply because a client changes their mind.
If you have a concern about a treatment, please contact us as soon as possible so that we can assess the matter. Where appropriate, we may offer corrective treatment, repeat performance, a price reduction or a refund in accordance with your statutory rights.
Gift vouchers, unused package sessions and unused sunbed minutes are subject to the terms stated below and any applicable statutory cancellation rights.
Nothing in this policy affects your statutory rights.
4. Gift Vouchers
Gift vouchers:
- cannot be exchanged for cash
- cannot be transferred or exchanged for alternative services
- must be redeemed before the stated expiry date
- are non-refundable after any applicable statutory cancellation period has ended, except where required by law
Any remaining balance must be used before the voucher’s expiry date. Nothing in this section affects your statutory rights.
Packages & Courses
This includes, but is not limited to:
- laser packages
- self-love packages
- bridal packages
- sunbed minute bundles
Refunds and Transfers
After any applicable statutory cancellation period has ended or a package has been used, packages are non-refundable and non-transferable except where required by law.
Unused sessions or minutes cannot be transferred to another client or exchanged for different services.
Incorrect Purchases
If you purchase the wrong package, please contact us within 48 hours. Provided no sessions or minutes have been used, we may exchange it for a more suitable package. Any difference in price will be payable.
Expiry
Packages and minutes must be used within the validity period stated at the time of purchase.
Sunbed minutes expire six months from the date of purchase. Expired sessions or balances cannot normally be reinstated.
Nothing in this section affects your statutory rights.
6. Patch Testing
Where required, a valid patch test must be completed within the specified timeframe before treatment.
If a required patch test has not been completed, the treatment cannot proceed. Our cancellation policy may apply if there is insufficient notice to change or cancel the appointment.
A new patch test may be required following illness, medication changes, a significant gap between treatments, or where required by the product manufacturer or our insurer.
7. Medical Conditions
Clients must disclose relevant medical conditions, allergies, pregnancy, medications and any changes that may affect treatment suitability.
If you are unsure whether treatment is suitable, please contact us before booking. Medical confirmation or a doctor’s note may be requested where appropriate.
If a treatment cannot proceed because relevant information was not disclosed before the appointment, our cancellation policy may apply due to the reserved appointment time.
8. Right to Refuse Service
We reserve the right to refuse or stop a service where:
- a client behaves in an abusive, threatening or inappropriate manner
- treatment would be unsafe due to a contraindication
- a required patch test has not been completed
- information affecting treatment suitability has not been disclosed
- continuing the treatment could place the client or team at risk
Any applicable charge or refund will be considered according to the circumstances, our cancellation policy and your statutory rights.
9. Contact
For questions about this policy or an existing booking, please contact:
Näkemiin
Deluxe Dermis Ltd. T/A Näkemiin
Email: info@nakemiin.com