Terms and Conditions

1. Introduction

Welcome to The Looking Glass Beauty (“The Looking Glass”, “we”, “us” or “our”). We operate a beauty salon located at 4a Roushill, Shrewsbury, SY1 1PQ, United Kingdom. These Terms and Conditions (“Terms”) govern your use of our services, treatments, website, and any related products or digital content provided by The Looking Glass Beauty. By booking an appointment, purchasing a product, enrolling in a digital course, or otherwise engaging with our services, you (“Client” or “you”) agree to be bound by these Terms. If you do not agree, please refrain from using our services or website.

We may update or modify these Terms from time to time. The latest version will be available on our website or at the salon, and the updated Terms will apply to any services or use after the effective date of the changes. It is your responsibility to review these Terms periodically. If you have any questions about these Terms, please contact us using the information provided in the Contact section below.

Business Details: The Looking Glass Beauty is the trading name of our salon business. Our salon address is 4a Roushill, Shrewsbury, SY1 1PQ, United Kingdom. You can reach us by telephone at 01743 669166 or by email at info@tlg-beauty.co.uk.

2. Salon Services and Treatment Disclaimers

2.1 Scope of Services: The Looking Glass Beauty offers a range of beauty and aesthetic services including hairdressing, nail services, skincare treatments, cosmetic aesthetics, and tattoo services. All services are provided by qualified practitioners (which may include our employees or self-employed professionals working within our salon). We strive to deliver all treatments with a high level of care, skill, and hygiene. However, no specific results or outcomes are guaranteed, as individual results can vary based on personal factors. Photographs of prior work or example results are for illustrative purposes only and are not a guarantee of your outcome.

2.2 Consultations: We highly recommend a consultation before certain treatments to discuss your goals, evaluate your suitability for the treatment, and answer any questions. During consultations or prior to any service, you are responsible for disclosing any relevant medical conditions, allergies, skin sensitivities, or prior adverse reactions you may have had. This information is crucial for your safety. We rely on the accuracy and completeness of the information you provide. The Looking Glass will not be liable for any injury, loss, or damage that results from your failure to disclose such information.

2.3 Patch Tests: For certain treatments (for example, hair color, eyelash or brow tinting, extensions, aesthetic injectables, and tattooing among others), we may require a patch test at least 24-48 hours before your appointment to check for allergies or sensitivities. Patch tests involve applying a small amount of product to your skin to monitor for reactions. It is your responsibility to arrange and attend the required patch test prior to your treatment. If you fail to have a required patch test in the recommended timeframe, we reserve the right to refuse the service for safety reasons, and any deposit you have paid for that appointment may be forfeited (see Section 4 on Deposits).

Please note that even if a patch test is conducted, it does not guarantee that an allergic reaction or sensitivity will not occur when the full service is performed. Allergic reactions can be unpredictable and may develop over time. By proceeding with a treatment, you acknowledge and accept the risk of an adverse reaction, even if a patch test was performed or offered. The Looking Glass will not be held liable for any allergic reactions or other adverse effects that occur, except where caused by our negligence. If you have been advised to have a patch test and you choose to waive it or ignore this recommendation, you assume all responsibility for any resulting outcome.

2.4 Client Health and Suitability: Certain treatments are not suitable for everyone. If you have health conditions such as pregnancy, epilepsy, diabetes, heart conditions, skin disorders, or if you are on medications or have implants/devices that could be affected by treatments (for example, electrical facial treatments or MRI-unsafe tattoo pigments), please inform us before booking or undergoing a treatment. We may advise against or modify services for your safety. We reserve the right to decline or discontinue a service if we believe it may pose a health risk to you or if you have contraindications. If you experience any discomfort or unexpected reaction during a treatment, you must immediately inform the practitioner. We do not provide medical advice; if you have any doubt about a treatment’s suitability, please consult a medical professional in advance.

2.5 Minors: We do not provide certain treatments to minors under the age of 18. In particular, tattoo services and cosmetic aesthetic procedures (such as injectable treatments) will not be performed on anyone under 18 years of age, in accordance with UK law. For other services (haircuts, basic beauty treatments, etc.), clients under 18 must have parental/guardian consent and in some cases a parent/guardian present for the appointment. We reserve the right to request proof of age (photo ID) for age-restricted services. If a booking is made for a minor without disclosure or proper consent, we may refuse service and treat it as a late cancellation (deposit may be forfeited).

2.6 Results and Aftercare: While we endeavour to achieve the best possible results for every client, individual results can and do vary. Many beauty and aesthetic treatments (for example, hair colouring, nail enhancements, skincare treatments, semi-permanent makeup or tattoos) have outcomes that depend greatly on individual client physiology, aftercare, and lifestyle. No results are guaranteed, and statements made by our staff about likely outcomes are expressions of opinion or expectations, not promises of specific results. After your treatment, our practitioners will provide you with aftercare instructions (either verbally and/or in writing). It is essential that you follow these aftercare guidelines to achieve the best results and to minimize the risk of complications (such as infections, irritation, or premature fading of results). The Looking Glass is not liable for any adverse outcomes or diminished results arising from your failure to follow aftercare instructions or from activities you undertake against our advice (e.g., using non-recommended products, swimming or sun exposure too soon after a treatment, etc.).

2.7 Inherent Risks; No Warranty: All salon treatments carry inherent risks. For example, hair chemical services carry the risk of hair damage or unexpected color results; nail services can occasionally result in nail bed sensitivity or lifting; aesthetic injectables or skin treatments can cause temporary swelling, bruising, or in rare cases more serious complications; tattoos involve breaking the skin and carry risks of infection or allergic reaction to ink. By agreeing to receive treatments at The Looking Glass, you acknowledge these inherent risks. We will take all reasonable precautions to ensure your safety and satisfaction, including using high-quality products, sterile equipment, and employing trained professionals. However, The Looking Glass Beauty disclaims any warranties or representations, express or implied, that your treatment will achieve any particular outcome or be completely risk-free. If you are ever in doubt about post-treatment effects or if you experience any severe or concerning symptoms after a treatment, seek medical attention promptly and inform us so we can note it and assist where possible.

2.8 Limitation of Liability for Services: To the fullest extent permitted by law, The Looking Glass Beauty shall not be liable for any indirect, incidental, or consequential loss or damage (including, for example, loss of income, loss of enjoyment, or time off work) arising out of or related to the services provided or your use of our premises or products. Our total liability for any claim arising from a service (including for any negligence on our part) will be limited to the value of the service provided (or the amount you paid for that service). Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be excluded or limited under law. Your statutory rights as a consumer (including rights under the Consumer Rights Act 2015 that services will be provided with reasonable care and skill) are not affected by this clause. We simply ask that you recognize that certain factors are outside our control (such as individual skin physiology or reaction to products), and therefore we cannot assume responsibility for those outcomes.

3. Appointments and Booking Policy

3.1 Booking Platform (Fresha): The Looking Glass manages its appointments via a third-party booking system called Fresha. Clients can book services online through our Fresha page or via our salon reception. When booking through Fresha, you may be required to create an account and provide certain personal information (such as your name, contact details, and payment information for deposits). By using the Fresha booking system, you are also subject to Fresha’s own terms and conditions and privacy policy. We are not responsible for the operation of the Fresha platform, but if you encounter any issues booking online, you may contact us directly and we will assist or book your appointment for you.

3.2 Appointment Confirmation: An appointment is not considered confirmed until any required deposit (booking fee) has been paid (see Section 4 on Deposits) and you have received a confirmation notice (via email, text, or in-app notification from Fresha). We reserve the right to decline or cancel appointments that have not been confirmed with a deposit. Once confirmed, your appointment is secured for the specified service, date, and time. Please ensure you double-check the details in your confirmation and contact us promptly if any details are incorrect.

3.3 Client Account and Contact Information: Whether booking through Fresha or directly with us, you must provide accurate and up-to-date contact information (phone number and email). We will use these details to send booking confirmations, reminders, and any important notices (such as appointment changes or follow-up advice). It is your responsibility to keep your contact information updated. We cannot be held liable for missed communications or appointment issues arising from outdated or incorrect contact details. Appointment reminders (via text or email) may be sent as a courtesy; however, non-receipt of a reminder does not exempt you from the responsibility of remembering your appointment.

3.4 Special Requests and Requirements: If you have any special requirements (e.g., needing wheelchair access, requesting a particular staff member, or other accommodations) or if you plan to bring an accompanying person (or child, where allowed) to your appointment, please inform us at the time of booking. We will do our best to accommodate reasonable requests. Please note that our salon environment, for safety and comfort, may not be suitable for young children or additional guests who are not receiving a service. We appreciate your understanding in maintaining a calm and professional atmosphere for all clients.

3.5 Changes by Us: In rare cases, we may need to change or cancel your appointment due to circumstances such as staff illness, emergencies, or other unforeseen disruptions. If we must reschedule or cancel, we will give you as much advance notice as possible and offer to rebook your appointment at a new time or arrange an alternative practitioner if available. If we cancel an appointment that you have paid a deposit for, you will be entitled to a full refund of the deposit if you prefer not to reschedule. We will not be liable for any other costs or losses you incur due to a cancellation or change by us (e.g., travel costs), but we will make reasonable efforts to accommodate you at the nearest available time.

4. Deposits and Booking Fees

4.1 Deposit Requirement: To secure an appointment for any service at The Looking Glass, a deposit of 50% of the service price is required at the time of booking. This deposit (also referred to as a booking fee) can be paid through the Fresha online booking system or in-person/over the phone for bookings made directly through our reception. Appointments are not confirmed without a deposit. The deposit will be applied toward the total cost of your service. For example, if your treatment costs £100 in total, a £50 deposit is paid upon booking and the remaining £50 would be due on the day of your appointment.

4.2 Deposit Terms (Non-Refundable Nature): Deposits are generally non-refundable, except under the conditions outlined in our Cancellation & Rescheduling policy (Section 5) or if The Looking Glass must cancel your appointment (as noted in Section 3.5). When you pay a deposit, you are committing to honor your appointment or to provide sufficient notice of cancellation/rescheduling. This policy is in place because missed or last-minute canceled appointments cannot always be filled, leading to lost time and income for our practitioners. By paying the deposit, you acknowledge and agree that you will forfeit the deposit if you cancel late, do not show up, or violate the cancellation policies described in Section 5.

4.3 Transfer of Deposit for Rescheduling: If you need to reschedule an appointment (with proper notice as described in Section 5.1), your deposit can be transferred to hold the new appointment date instead of being forfeited. We will carry over the deposit to the new booking once it’s rescheduled. Deposit transfers are only permitted one time per appointment. If you repeatedly reschedule or cancel, we reserve the right to retain the deposit as a cancellation fee or require a new deposit for a new booking, at our discretion.

4.4 No-Show and Late Cancellation Forfeit: If you fail to attend your appointment (no-show) or cancel without sufficient notice, your deposit will be retained by The Looking Glass as a late cancellation/no-show fee (see Section 5.2 and 6.2 for definitions of sufficient notice and no-show). This fee is intended to partially compensate for the time slot that was reserved for you. Repeated no-shows or late cancellations may result in our requirement of full upfront payment for any future bookings or, in extreme cases, refusal of future service.

4.5 Group Bookings or Long Appointments: For certain bookings that involve multiple clients (group bookings) or very lengthy services (e.g., extensive hair color corrections, combined treatment packages, or full-day sessions), we reserve the right to require a higher deposit or full prepayment. If different deposit terms apply, we will inform you at the time of booking. Otherwise, the standard 50% deposit policy applies to most services.

5. Cancellation and Rescheduling Policy

5.1 Client Cancellation – Notice Requirements: If you need to cancel or reschedule your appointment, we ask that you provide as much notice as possible. At a minimum, we require at least 24 hours’ notice prior to your appointment time for cancellations or rescheduling. Notifying us 24+ hours in advance allows us a chance to offer the slot to other clients and rearrange our schedules. You can cancel or request a reschedule via the Fresha booking system or by contacting the salon directly by phone or email. Cancellations or reschedule requests are only effective once confirmed by us (if you call or email outside business hours, the timestamp will be noted, but we will confirm when we receive the message).

5.2 Late Cancellations: If you cancel or attempt to reschedule with less than 24 hours’ notice from your appointment time, this is considered a late cancellation. In the case of a late cancellation, your 50% deposit will be forfeited as a late cancellation fee. We understand that emergencies and unforeseen circumstances happen; if you have a genuine emergency, please let us know as soon as possible. We may, at our sole discretion, waive or reduce the late cancellation fee in exceptional cases, but this will be the exception, not the norm. Generally, any notice under 24 hours is subject to losing your deposit.

5.3 No-Show Policy: A “no-show” is when you do not attend your scheduled appointment without any prior notice. This includes situations where a client is more than 15 minutes late (see Late Arrivals in Section 6) and we are unable to accommodate the service. No-shows are disruptive to our business and unfair to other clients who may have wanted that appointment slot. If you are a no-show for an appointment, your deposit is forfeited. We also reserve the right to charge you for the remaining balance of the missed appointment, especially if it was a lengthy service that we could not reallocate (though if a deposit was taken, typically only the deposit will be kept and the remainder will not be charged unless we specifically notify you otherwise). Future bookings after a no-show may require full pre-payment at the time of booking, at our discretion.

5.4 How to Cancel or Reschedule: To cancel or change an appointment, please use the Fresha app/website (if you booked online) which allows cancellation/reschedule up to the cutoff time, or call us at 01743 669166 during business hours. You may also email info@tlg-beauty.co.uk, but be aware that email responses are not instantaneous; if your cancellation is short notice (same day or next day early morning appointment), a phone call is the quickest method. Leaving messages on social media accounts is not an accepted method of cancellation, as these may not be monitored regularly for booking changes. Your appointment is not considered cancelled or rescheduled until you have received confirmation from us (via the Fresha system update, email reply, or phone confirmation).

5.5 Our Right to Cancel: We reserve the right to cancel your appointment if: (a) you have not adhered to pre-appointment requirements (for example, failing to do a required patch test or not following pre-care instructions), (b) you are more than 15 minutes late (see Section 6), or (c) we become aware of a contraindication or safety issue that prevents us from carrying out the treatment. In such cases, it may be treated as a late cancellation or no-show on your part, and deposit may be retained. We will always explain the reason for any such cancellation to you. Additionally, as noted in Section 3.5, if we need to cancel due to our own circumstances (staff unavailability, etc.), we will refund your deposit or credit it to a rescheduled appointment according to your preference.

5.6 Rescheduling and Multiple Changes: If you reschedule an appointment with sufficient notice (24+ hours), we will move your deposit to the new appointment date (see Section 4.3). However, if you request to reschedule the same appointment multiple times, we reserve the right to consider it a cancellation. For example, if you keep moving an appointment around without eventually completing it, we may choose to refund or forfeit the deposit and require a new booking rather than indefinite rescheduling. This is to ensure fairness and availability for other clients. We will communicate with you if we feel rescheduling is becoming excessive.

5.7 Cancellation by Client (Courses or Training): If The Looking Glass offers any in-person training sessions or workshops (separate from regular salon treatments), any specific cancellation terms for those events will be communicated at the time of booking (as they may differ from standard appointment policies, given group sizes or prep work). In absence of a specific policy, the same 24-hour rule and deposit forfeiture for late cancellation would apply.

6. Late Arrivals and Punctuality

6.1 Importance of Punctuality: We kindly request that clients arrive on time for their appointments. Arriving on time ensures you receive the full benefit of your scheduled service and allows our day to run smoothly for all clients. If you are running a few minutes late, please call the salon to let us know your status and your estimated arrival time. In many cases, a slight delay (a few minutes) can be managed by shortening or adjusting parts of the service if possible. However, significant lateness can disrupt subsequent appointments.

6.2 15-Minute Late Policy: We offer a 15-minute grace period for late arrivals. If you arrive more than 15 minutes past your scheduled appointment time, this will be considered a no-show for the appointment (unless we explicitly agree otherwise on a case-by-case basis). In such cases, we may not be able to perform the scheduled service, as it would infringe on the next client’s time or require a rushed job which is not ideal. If you are over 15 minutes late, the appointment is forfeit and your deposit will be retained as a no-show fee. Please understand this policy is to ensure fairness to our schedule and other clients.

6.3 If You Arrive Late: If you do arrive within the 15-minute grace period, we will do our best to still accommodate you. However, depending on how late you are and the nature of the service, we might need to either:

• Shorten or modify the treatment (if possible) to fit the remaining time, while still charging the full price; or
• Reschedule the appointment to a different time/day. (Rescheduling due to lateness may be treated similarly to a late cancellation depending on circumstances, meaning the deposit may be taken and a new deposit required for the rebooking, especially if the delay has made it impossible to complete the service.)

Our priority is to provide quality service, so we will not rush a treatment to complete it in a significantly reduced time if that would compromise results or safety. We will discuss options with you if timing becomes an issue.

6.4 Traffic/Public Transport Delays: We understand that sometimes factors like traffic jams, public transport delays, or sudden emergencies can cause lateness. If such an event occurs, please inform us as soon as you realize you might be late. At our discretion (and if our schedule allows), we might extend the grace period slightly or adjust our other appointments. However, this is not guaranteed, and the 15-minute policy generally stands. We encourage planning to arrive a bit early, especially for first-time visits (to fill out any consultation forms) or busy times of day, to account for possible delays.

6.5 Practitioner Delays: If we are running late (for example, if a previous appointment ran longer than expected), we will do our best to inform you of any expected delay before your appointment or upon your arrival. We appreciate your patience in such cases. You will still receive your full service despite our delay, or if that’s not possible, we will offer to reschedule at a convenient time and, if appropriate, provide a small goodwill discount or extra treatment for the inconvenience. Our goal is to respect your time as well.

7. Pricing and Payment

7.1 Pricing of Services: All service prices are provided in GBP (£) and are listed on our website, Fresha booking system, or available on request at the salon. We strive to ensure all pricing information is accurate and up to date. However, we reserve the right to modify our prices for services or products at any time. If you have booked a service before a price change, we will honor the price that was listed at the time of your booking/deposit payment. Any promotions or special offers are subject to their specific terms and time limits, and we reserve the right to end promotions early or refuse to apply a promotion if we suspect misuse or if conditions are not met.

7.2 Payment Methods: We accept various payment methods for services and product purchases. At our salon location, we accept cash and most major debit/credit cards (such as Visa, MasterCard, possibly American Express) for the balance of payments. Payments via contactless and mobile payment (Apple Pay, Google Pay) are also accepted if supported by our card terminal. For online bookings through Fresha, deposits are paid via card or other payment options provided within the Fresha system. We do not advise sending cash in the mail or sharing card details via email for payments. We currently do not offer in-house financing or credit accounts; all services must be paid at time of service completion (minus any deposit pre-paid). If you wish to pay entirely in advance via Fresha, that may be possible for certain services.

7.3 Payment Timing: The remaining balance for your service (after the deposit) must be paid immediately after the service is rendered, before you leave the salon. Retail products must be paid in full at the time of purchase. Digital courses or vouchers must be paid in full at the time of ordering. In the unusual event that a balance remains unpaid (for example, a card payment fails or a forgotten wallet situation), we expect prompt settlement of the amount due. We reserve the right to use the contact information on file to request payment and/or decline future bookings until the outstanding payment is resolved. The Looking Glass may also charge reasonable administration costs for chasing late payments, if necessary.

7.4 Gratuities: Tips for your practitioner are at your discretion and appreciated as a gesture of satisfaction, but there is absolutely no obligation. Any gratuity in cash can be given directly to the practitioner. Unfortunately, we cannot process gratuities on card payments unless our payment system specifically allows it (please ask if you wish to add a tip by card, and we will see if it’s feasible). Gratuities are not refundable and are not managed by the salon beyond passing them to the intended staff.

7.5 Gift Vouchers and Prepaid Packages: (If applicable) The Looking Glass may offer gift vouchers or prepaid treatment packages for sale. These will typically be treated as equivalent to cash for services at our salon, subject to expiry dates and terms indicated on the voucher. Vouchers are generally not redeemable for cash and non-refundable once purchased (unless otherwise stated by law). We are not responsible for lost or stolen gift vouchers – they will not be replaced or refunded. When redeeming a voucher or package, please inform us at the time of booking and present the voucher on arrival. Additional terms (such as whether multiple vouchers can be combined, or whether they can be used on retail products) will be stated on the voucher or our website where vouchers are sold.

8. Refunds and Returns Policy

8.1 Services (Treatment Refunds): We aim to provide services that meet your expectations, but we do not generally offer refunds on services that have been completed. The fees you pay for a treatment cover the time, products, and expertise of our practitioners, which cannot be reclaimed once a service is performed. If you are dissatisfied with the result of a service, please notify us within 48 hours of your appointment and avail yourself of our complaints procedure (Section 11). In many cases, we will offer to assess and remedy the issue – for example, if you are unhappy with a hair color, we may offer a correction; if a nail treatment doesn’t seem right, we may fix it – at no additional charge, provided such feedback is prompt and we agree on the cause of the issue. Any fix or redo will be scheduled as soon as possible. Full or partial refunds for services will be considered only in exceptional cases where there is clear evidence that the service was not provided with reasonable care and skill, and where a fix or alternative solution cannot be provided. Any decision on a service refund is at the discretion of management. This policy does not affect your legal rights: if a service is not carried out with reasonable care and skill, you may have a right to a remedy under the Consumer Rights Act 2015. We are committed to fairness and will work with you to address genuine issues. However, no refund will be given simply because you have changed your mind about a service after it has been performed, or if the outcome varies due to factors outside our control (see Section 2.6 and 2.7 regarding inherent risks and variable results).

8.2 Deposits: As noted in Section 4, deposits/booking fees are generally non-refundable unless you cancel within the allowed notice period or we must cancel your appointment. If you have paid a deposit and then properly canceled/rescheduled with required notice, we will either transfer the deposit to your new booking or, if you are canceling outright with sufficient notice, we can refund the deposit to your original payment method upon request. If a deposit was taken in error or a booking cannot be fulfilled on our side, we will refund it. For avoidance of doubt: missing an appointment or late canceling will result in loss of deposit with no refund (as a cancellation fee).

8.3 Retail Products (Returns & Exchanges): If you purchase physical retail products (such as hair care or skin care products) from us in the salon or through our website, we want you to be satisfied with your purchase. Unopened, unused products in their original packaging may be returned to us within 14 days of purchase for a full refund or exchange, provided you have the receipt or proof of purchase. The product must be in re-sellable condition (sealed, no damage). Please bring the item back to the salon or contact us for return instructions if purchased online. Opened or used products cannot be returned or refunded due to hygiene and safety reasons, unless the product is found to be faulty or damaged. If a product you purchased from us is defective or causes an adverse reaction, please stop using it and contact us immediately. We may offer a replacement or refund for faulty products after investigation. This policy is in line with industry standards and hygiene regulations, and it does not affect any statutory rights you have (for example, your right to a remedy for faulty goods under the Consumer Rights Act).

8.4 Digital Courses and Online Content: If we offer digital courses, online training, or downloadable content for purchase, we provide a 7-day refund period from the date of purchase for such digital products. If, within 7 days of purchase, you decide the course or content is not right for you, you may request a refund by contacting us at info@tlg-beauty.co.uk. We will then deactivate your access to the digital content and process the refund. Please note: If the digital course content has already been significantly accessed, downloaded, or consumed by you (for example, you have completed most of the course within the first 7 days), we reserve the right to deny a refund or offer only a partial refund, as appropriate, because digital content by its nature is not returnable once accessed. We ask that you be fair in your use of this refund policy. Outside of the 7-day window, no refunds will be given for digital products, except where required by law. If you encounter technical issues accessing the content, we will of course work with you to ensure you get what you paid for.

8.5 Gift Vouchers and Prepaid Services: Gift vouchers or prepaid series of treatments (if offered) are generally non-refundable once purchased, and cannot be exchanged for cash. An exception might be made if a voucher was purchased for a person who is medically unable to receive the intended service (and no suitable alternative service can be provided) – in such a case, please discuss with us. Otherwise, the voucher can be transferred to another person (with our approval) but not refunded. Vouchers typically have an expiration date (usually 12 months from purchase unless stated otherwise); after expiration, any remaining balance is forfeited and cannot be refunded.

8.6 Refund Process: For any approved refunds, we will process the refund to the original payment method whenever possible. If the original payment was by card, the refund will go back to that card; if by cash, we will refund via cash or bank transfer; if via Fresha or other online method, we will process through that system. Please allow a reasonable time for the refund to appear, especially for card payments (which can take 5-10 business days depending on bank). We will provide any confirmation or receipts of the refund transaction upon request. Shipping costs (if any, for online product orders) are typically non-refundable unless the return is due to our error or a defective product.

9. Complaints and Dispute Resolution

9.1 We Value Your Feedback: At The Looking Glass, client satisfaction is of utmost importance to us. We take pride in our services, but we recognize that occasionally things might not go as expected. If you are unhappy with any aspect of your experience, we encourage you to let us know so we have the opportunity to put things right.

9.2 How to Raise a Concern: The quickest way to resolve most concerns is to speak directly with the practitioner or the salon manager at the time of your visit (or within a prompt timeframe afterwards). If, for example, you are not happy with how a treatment turned out, or you experienced an issue with service or staff, please inform us as soon as possible. Often, we can address the issue immediately or advise you on the next steps (such as coming back in for a touch-up or providing a product to help with an issue).

9.3 Formal Complaints: If an issue is not resolved to your satisfaction on the spot or you prefer to make a formal complaint, you should contact the salon manager. This can be done in person or by writing an email to info@tlg-beauty.co.uk with the details of your complaint. Please include your name, contact information, the date of your appointment, the staff member (if relevant), and a clear description of your concern. If there are any photographs (for example, of a treatment area that you are concerned about), you may attach those as well. We aim to acknowledge receipt of your complaint within 2 business days and to provide a resolution or response within 10 business days. In some cases, we may invite you to come in for a consultation to assess the issue in person.

9.4 Resolution Process: Our approach to complaints is to be fair and transparent. If the complaint relates to service quality or results, senior staff will review the situation. We may offer a corrective service (free of charge), a partial refund, a credit for future services, or another appropriate remedy depending on the circumstances and in line with our policies (see Section 8.1 on Service Refunds). If the complaint relates to staff conduct or other matters, we will investigate and take appropriate action internally, and if necessary, communicate any actions to you. We appreciate your patience during this process.

9.5 Escalation: In the unlikely event that you feel your complaint has not been adequately addressed by us, you may seek further guidance or escalate the matter. For consumers in the UK, one option for unresolved disputes in the beauty industry is to contact the National Hair & Beauty Federation (NHBF) or other professional bodies if the salon is a member, or seek advice from Citizens Advice Bureau or Trading Standards for your rights. However, we truly hope and aim to resolve issues amicably directly with you. Legal action should be a last resort, but if it comes to that, please note the Governing Law and Jurisdiction clause (Section 13) which will apply.

9.6 Abusive Behavior: We understand that someone making a complaint might be upset, but we kindly request that customers maintain a civil and respectful tone in communications. Our staff reserves the right to refuse to continue a conversation (or even end a treatment in progress) if a client becomes abusive, threatening, or overly aggressive. We will still address legitimate complaints, but communications must remain respectful. Likewise, we commit to remain professional and courteous in handling your complaint.

10. Privacy and Data Protection

10.1 Personal Data Collection: In order to provide our services, The Looking Glass may collect and process certain personal data from you. This includes information you provide when booking or during consultation forms such as your name, contact details (phone, email, address), date of birth, and relevant health or medical information pertinent to treatments (e.g., allergies, medical history for aesthetic procedures). We also may keep records of your past appointments, treatment history, and products purchased. If you use our website, we may collect data via cookies or forms you fill (please refer to our Privacy Policy, if available, for detailed information on online data collection).

10.2 How We Use Your Data: We will use your personal information only for legitimate purposes in connection with our business: for example, to manage appointments and bookings, to remember your treatment preferences, to contact you with appointment reminders or any issues, to send you aftercare information, and (if you have given consent) to inform you of promotions or new services that may interest you. Health and medical information you provide is used strictly to ensure safe provision of treatments and will be accessed only by the practitioners who need to know it. We may also use aggregated, anonymous data for business analysis (e.g., tracking how many clients get a certain service each month), but this will not identify you personally.

10.3 Data Storage and Security: We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. All digital personal data is stored on secure systems. Our booking system Fresha acts as a data processor for appointment information; Fresha is a reputable platform that also employs security measures to protect data. Any paper records (such as consultation forms or patch test records) are stored in a secure manner at the salon. We limit access to personal data to those employees or practitioners who need it to perform their duties. We maintain safeguards to prevent unauthorized access or disclosure of your information.

10.4 Third Parties and Data Sharing: We do not sell or rent your personal data to third parties for marketing. We may share necessary information with third-party service providers that facilitate our operations – for example, Fresha for bookings, payment processors for handling transactions, email or SMS services for sending reminders, and our IT or cloud storage providers. In all such cases, we ensure that these providers are compliant with data protection laws and only use your data for the specific purposes we require (they are not allowed to use it for their own purposes). Additionally, our self-employed practitioners who provide services to you will have access to the information they need about you to perform the service (e.g., your name, what service you booked, and any relevant notes like allergy alerts). These practitioners are required to keep your information confidential and use it only for your treatment.

10.5 Your Rights: You have various rights under data protection law regarding the personal data we hold about you. These include:

• Right to Access: You can request a copy of the personal data we hold about you. This is often called a Subject Access Request.
• Right to Rectification: If any of your information is incorrect or has changed (e.g., new phone number), please inform us and we will update it.
• Right to Erasure: In certain circumstances, you can ask us to delete your personal data (for example, if you no longer are a client and want your records removed). Note that we might be required to retain certain information for a set time (e.g., treatment records for insurance or legal requirements, typically up to 7 years) before we can erase it.
• Right to Restrict Processing: You can ask us to suspend using your data in certain scenarios, for instance if you contest its accuracy or have objected to processing.
• Right to Data Portability: For data you provided to us, you can request to obtain and reuse it for your own purposes across different services.
• Right to Object: You can object to certain processing like direct marketing. For example, if you’ve consented to receive our newsletters but later change your mind, you can opt out at any time by contacting us or hitting “unsubscribe” in any marketing email. We will respect your choice and stop that use.

To exercise any of your rights, please contact us via email at info@tlg-beauty.co.uk or in writing to our postal address. We will respond as required by law (generally within one month). We may ask for verification of identity to ensure we don’t disclose data to the wrong person.

10.6 Cookies and Website Use: Our website may use cookies or similar technologies to enhance user experience (such as keeping you logged in, or remembering preferences) and to collect analytics about site usage. Our [Privacy Policy]/Cookie Policy (if provided on our site) will detail this. By using our website, you consent to such use of cookies. You can usually disable cookies via your browser settings, though some parts of the site may not function properly without them.

10.7 Data Breaches: We have procedures in place to deal with any suspected personal data breach. If a data breach occurs that is likely to result in a risk to your rights and freedoms (e.g., a leak of sensitive information), we will notify you and the Information Commissioner’s Office (ICO) as required by law.

10.8 Marketing Communications: We may occasionally send you news, promotions, or information about new services via email or text if you have given us consent to do so (for example, by ticking a box on a form). If you prefer not to receive these, you can opt out at any time. We will never spam you; typically, our communications are limited and relevant to our salon offerings. Opting out of marketing will not affect messages related to appointments or transactions (we will still send appointment reminders or important notices).

10.9 More Information: For further details on how we handle personal data, please refer to our separate Privacy Policy (if available on our website) which is deemed incorporated into these Terms. If you have any concerns about your data, you can also contact the UK’s supervisory authority for data protection, the ICO (Information Commissioner’s Office), or seek independent advice. We hope to resolve any privacy-related queries directly and encourage you to reach out to us first.

11. Intellectual Property

11.1 Ownership of Materials: Unless otherwise indicated, The Looking Glass Beauty owns all intellectual property rights in the content provided on our website, social media, digital courses, and within our salon materials. This includes (but is not limited to) our business name and trading name “The Looking Glass Beauty”, logos and brand designs, website design and layout, text, graphics, photographs (excluding client-supplied images), videos, training materials, and any original content created by us. All such materials are protected by copyright, trademark, and other applicable intellectual property laws. All rights are reserved.

11.2 Permission for Personal Use: You are welcome to access and use our website and materials for your personal, non-commercial use (for example, reading our pages, printing a copy of our terms or a treatment aftercare instruction for your reference). However, you must not copy, reproduce, republish, upload, post, or distribute any content from our website or materials for any commercial purpose or for public use without our prior written permission. This includes removing or altering any copyright notices or watermarks on images or documents we provide.

11.3 Trademarks: The business name The Looking Glass Beauty, our logo, and any associated product or service names (such as branded treatment names or course names we may offer) are trademarks or service marks belonging to us (or our licensors). Any third-party trademarks (for example, product brand names we stock or use in the salon) are the property of their respective owners. Use of our trademarks is strictly prohibited without our express written consent. You are not permitted to use our name or branding in any way that is likely to cause confusion or imply our endorsement of any product or service without authorization.

11.4 Digital Course Content: If you enroll in a digital course or receive training materials from us, those materials are provided to you for your personal educational use only. You do not gain any ownership rights to the course content. You must not share, reproduce, or disseminate the course materials to anyone else, whether for free or for profit. We reserve the right to revoke access to any digital content and pursue legal action if we discover misuse or unauthorized sharing of our intellectual property.

11.5 Social Media and Reviews: If you post content (such as a review, or a photo of your treatment results) on social media and tag or mention us, we may, within reason, reshare or feature your post on our own social media or website for promotional purposes. We will credit you or your handle when possible. If you prefer we not share your tagged content, please inform us. Conversely, if we take photos of your treatment results at the salon (with your permission), those photos are part of our business portfolio. We will not reveal your identity without consent, but we may use those images in marketing (for example, showcasing nail art or hair transformations). If you have agreed to be photographed but later change your mind about us using a particular image, let us know and we will refrain from future use of that image.

11.6 Third-Party Intellectual Property: We respect the intellectual property rights of others and ask clients to do the same. When you provide us with reference images or inspiration (for example, a nail art design or hairstyle from a magazine or Instagram), please ensure you have the right to use those images or that they are in the public domain. We will use reference images only as inspiration to create a similar style for you and not to create copies for distribution. If you believe any content on our website or in our materials infringes on someone’s intellectual property rights, please notify us with details and we will investigate and remove or update it if appropriate.

12. General Provisions

12.1 Compliance with Laws: Our services and operations comply with relevant laws and regulations in the beauty and cosmetic industry, including health and safety standards. Clients are expected to comply with all laws and regulations applicable to them as well (for example, not asking us to perform any service that is prohibited, like a tattoo for a minor, etc.).

12.2 No Waiver: If we do not enforce a provision of these Terms in a particular instance, that does not mean we have waived our right to enforce it in the future. For example, if we allow an exception or give leniency one time (such as not charging a deposit or allowing a late arrival beyond 15 minutes without penalty), it does not mean we are obligated to do so in the future or for other clients. Every situation is evaluated on its own merits and our rights remain reserved.

12.3 Severability: If any part of these Terms is found to be invalid, illegal, or unenforceable by a court or relevant authority, that part shall be deemed modified to the minimum extent necessary to make it enforceable (or, if that’s not possible, it shall be deemed severed from these Terms) without affecting the validity and enforceability of the rest of the Terms. In other words, the remainder of the agreement will continue in full force.

12.4 Entire Agreement: These Terms, together with any other policies or documents expressly referenced herein (such as our Privacy Policy or any consents you sign before treatments), constitute the entire agreement between you and The Looking Glass Beauty regarding your use of our services and supersede any prior agreements, understandings, or communications, whether written or oral, relating to the same subject matter. You acknowledge that you have not relied on any representation, promise, or statement not expressly set out in these Terms. However, nothing in this clause limits liability for fraudulent misrepresentation.

12.5 Transfer and Assignment: The agreement formed by these Terms is personal to you as the client. You may not transfer or assign any of your rights or obligations under these Terms to anyone else without our prior written consent. For example, you cannot transfer your appointment or any guarantees to another person, except with our agreement. The Looking Glass, however, may transfer or assign our rights and obligations (for example, if the business is sold or restructured) provided that your rights under these Terms are not materially affected.

12.6 Third-Party Rights: These Terms are between you and The Looking Glass Beauty. No other person shall have any rights to enforce any of these Terms, except where expressly stated. For instance, if you bring a friend to an appointment and they are not the paying client, they have no contractual rights under these Terms. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this agreement.

12.7 Behavior in Salon: We ask all clients to behave respectfully while on our premises. Any form of abuse, harassment, or discrimination towards our staff or other clients will not be tolerated. We reserve the right to refuse service or ask a person to leave the premises if they engage in inappropriate or unsafe behavior. Similarly, we are committed to providing a welcoming, inclusive environment and our staff are expected to treat clients with respect and professionalism at all times.

12.8 Safety and Belongings: For safety, please follow any instructions given by your practitioner during the service (for example, using protective eyewear during certain treatments, or remaining still when asked). Additionally, while we will take all due care, we cannot be held responsible for loss or damage to personal belongings that you bring into the salon. We advise you to keep your valuables with you at all times. If you witness any hazard or have any safety concerns on our premises, inform a staff member immediately so we can address it.

12.9 Force Majeure: The Looking Glass shall not be liable for any failure to perform, or delay in performance of, any of our obligations (including honoring appointments) if such delay or failure is caused by events beyond our reasonable control. This can include, but is not limited to, acts of God (e.g., flood, fire), government restrictions, pandemics or public health emergencies, power outages, or any other extreme events. If a force majeure event affects your appointment, we will contact you as soon as possible to reschedule.

12.10 Questions and Support: If you require clarification on any part of these Terms or any policy, please feel free to contact us. We are here to help you understand your rights and our policies. It’s important to us that you feel comfortable and informed when using our services.

13. Governing Law and Jurisdiction

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them or our services shall be governed by and construed in accordance with the laws of England and Wales. Both you and The Looking Glass Beauty agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter. If you live in Scotland or Northern Ireland, you may also choose to bring legal proceedings in your local courts under Scottish or Northern Irish law, respectively, if applicable, but the default governing law will remain that of England and Wales.

By choosing our salon and services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Thank you for reviewing this document and for trusting The Looking Glass Beauty with your beauty and aesthetic needs. We truly appreciate your business and look forward to providing you with a wonderful experience.

14. Contact Information

If you have any questions, concerns, or need to get in touch with us for any reason (including to exercise your data protection rights or to make a complaint), please use the following contact details:

The Looking Glass Beauty
Address: 4a Roushill, Shrewsbury, SY1 1PQ, United Kingdom.
Phone: 01743 669166
Email: info@tlg-beauty.co.uk

Our team will be happy to assist you. We suggest contacting us during our business hours for the quickest response. Thank you for reading our Terms and Conditions. We value your patronage and confidence in The Looking Glass Beauty. We are excited to welcome you to our salon and hope you have an enjoyable experience with us.