Booking & Cancellation Policy

To secure your appointment, a 50% booking fee is required for all services.

When booking over the phone, your card details are securely stored in our payment system. Staff do not have access to these details. Cards may be used for easier checkout or if you cancel within the cancellation period. [Find out more about how card details are stored here.]

We understand that life can be unpredictable. To protect our team and appointments, we enforce a 48-hour cancellation policy, which applies to:

• Cancellations

• Reschedules

• Missed patch tests

• No-shows

If you cancel within 48 hours of your appointment, your booking fee will be retained and the remaining 50% of your appointment cost will be charged.

Repeated rescheduling—more than three times within three days of the appointment—may result in Malvern Serenity reserving the right to restrict advance bookings.

Group Booking Policy

For group bookings, a 50% booking fee is required. Cancellation and reschedule policies are as follows:

• 2 people: 4 days’ notice

• 3 people: 5 days’ notice

• 4 or more people: 7 days’ notice

If only one person cancels from a group booking, our standard salon policy will apply.

Lateness Policy

If you arrive more than 10 minutes late, your appointment may be refused, but full payment will still be charged. Please arrive on time to ensure your treatment is not shortened or delayed.

Children Policy

Children are accepted for treatments with parental consent. However, children are not permitted to accompany clients to appointments. Arriving with a child may result in refusal of service and full appointment charges.

Treatcard Policy

When booking with Malvern Serenity, you will automatically receive a Treatcard number. Points are awarded for:

• Treatments over £30

• Product purchases

These points can be redeemed for new treatments, which will be randomly allocated by our system.

Using Treatcard:

• Treatcard appointments must be booked alongside a fully paid service over £30.

• Cancelling or rescheduling within 4 days will result in loss of the Treatcard appointment.

• Treatcard appointments are not valid in December and are subject to availability.

Voucher Policy

• Vouchers are valid for one year from the date of purchase unless otherwise stated.

• Vouchers are non-refundable and must be presented on the day of the appointment.

• Lost vouchers cannot be replaced.

• Vouchers can be redeemed against full-priced treatments or offers, excluding model or promotional treatments.

• If the voucher is for a set treatment, substitutions are not allowed. Date extensions are not permitted.

Return Policy

• Products may be returned within 28 days of purchase.

• Opened or used products, including removed seals, cannot be returned or refunded.

Right to Refuse Service

Malvern Serenity reserves the right to refuse service in the following circumstances:

• Medical conditions contraindicating treatment

• Under the influence of alcohol or drugs

• Abusive behavior toward staff

• Non-payment or previous abuse of services

• Repeated cancellations or no-shows within our 48-hour policy

lateness/Cancellation of Your Appointment by Salon

While we always strive to run on time, there may be occasions when appointments are delayed due to unforeseen circumstances. If we anticipate a delay, we will do our best to notify you in advance.

If your appointment is delayed by more than 15 minutes and the revised time is unsuitable, you may reschedule your appointment at no additional charge. However, please note that we reserve the right to be delayed by up to 15 minuteswhen circumstances are beyond our control. Such delays are rare and we appreciate your understanding.

In the event of staff illness, unexpected salon closures, or stock issues, it may be necessary to reschedule your appointment. We will make every effort to rebook you as soon as possible and provide as much notice as we can. No discounts or compensation will be offered in these cases.

Unsatisfactory Service

At Malvern Serenity, we aim to provide high-quality services. If you are unhappy with a service:

• Contact management within 48 hours of the appointment

• We do not offer refunds but will make every effort to correct the issue

• For Gel Polish and BIAB services, if lifting occurs within 4 days due to therapist error, a free fix will be provided