Policies

At Secret Sugar Club, we understand that life can be unpredictable and plans can change. However, our appointment slots are valuable and in high demand, and we ask that you respect our time and commitment by adhering to our cancellation policy.

Cancellations

 

• You have the option to freely cancel your appointment up to 24 hours prior to the commencement of the appointment. No charge is due in these circumstances.

 

• Your appointment is chargeable at 100% of the appointment cost if you cancel within 24 hours.

 

Rescheduling

 

• You have the option to freely reschedule your appointment up to 24 hours prior to the commencement of the appointment. 

 

• Within 24 hours of your appointment, there is a “restricted option to reschedule”.
   

• The “restricted option to reschedule” is the option to reschedule to a time and date of your choice but the rescheduled appointment cannot be rescheduled further.
   

• A rescheduled appointment under the restricted option - within 24 hours of your original appointment - cannot be cancelled or refunded.
   

• There is an option to indefinitely reschedule, where you do not provide a new time and date at the point or rescheduling, in this case, it is expected that you notify us within 7 days of your new preferred appointment slot.

 

No-Shows

 

• A “no-show” is an appointment that you do not attend without prior notification or lateness of more than 10 minutes after the scheduled start of your appointment, as-per the Lateness Policy.
   

• A no-show is chargeable at 100% of the appointment cost.

 

Discounts and Offers

 

• Some discounts and offers are only applied upon completion of the appointment. Please check the terms of your offer to see if this is the case.
   

• In these circumstances, the fees due under the cancellation policy are the full cost of the appointment prior to any discount, offer or promotion being applied.
   

Communication

 

• Cancellations and rescheduling can be done online via Fresha up to 24 hours before the appointment.
   

• If you prefer we can do this for you, we recommend sending us a message in writing via Email, Text, Whatsapp, Website Chat, Website Contact Form, Instagram Messages, Facebook Messenger or TikTok Messages.
   

• The time of cancellation or rescheduling is the time you notify us. You do not need to wait for a reply from us and we will contact you in due course.
   

• For this reason, in the case of late cancellations, we do not recommend ringing to notify us as we may not be able to answer. Thus making you liable for a cancellation charge.
   

• In the event of lateness where no prior communication has been received, we will aim to ring you on the number you have provided at the time of booking. However the onus is on you to communicate with us.

 

 

Discretion

Our policy is far more flexible than most in the industry, allowing for rescheduling as the most appropriate option in almost all circumstances including, bereavement, unexpected emergencies, and incidents while en route to appointments. While we apply a level of discretion to our policies, it's important for clients to understand that waivers of fees under such discretion are exceedingly rare, and exceptions should not be expected. Although we do not routinely require proof, sharing an appropriate level of information about your situation voluntarily can help us better comprehend your circumstances. Given the variety of potential scenarios, we refrain from listing specific conditions for discretionary exceptions. We advocate for adherence to our well-established policy to maintain fairness and consistency for all clients.
 

We understand that emergencies and unforeseen circumstances can arise, and we will always do our best to be flexible and understanding. However, please note that repeated cancellations or no-shows may result in us declining to schedule future appointments. 

 

We appreciate your understanding and cooperation in helping us maintain a high level of service for all of our clients.

Updated 16th October 2024