Cancellations, Non-Refundable Booking Fees and No-Shows

In order to book your appointment, we may require your card details or for a non-refundable booking fee to be taken at the time of booking. Card details are securely held by our booking system (Ovatu) and are not viewable by the salon. A Non-refundable booking fee is set at 20% of total cost.

For bookings where your card details are captured, your card will not be charged at the time of booking, however it will be charged in the event of a no-show or late cancellation.

Cancellations within 48 hours of your appointment start time will be charged at 50% of the total appointment cost, cancellations under 24 hours of you appointment start time will be charged at 100% if it cannot be filled. No-Shows will be charged at 100% of the total appointment cost.

The booking fee is not refundable under any circumstances, however booking fees are transferable to another date only once if the new appointment is within 30 days of the original booking and only if the more than 48 hours notice is given.

SPECIAL OFFERS/PRICES – A non-refundable deposit of 50% is required to secure your discounted priced appointment. Cancellations with in 24hrs (or no-shows) will be charged at 100% of the total appointment cost.

Appointment reminders will be sent 72 hours before your appointment so please contact us as early as possible to avoid your card being charged.

We reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non-refundable booking fee and will be retained in proportion to the above late cancellation charges (the fixed charge for cancellations between 48-24 hours and 100% for cancellations within 24 hours of your appointment start time).

If no booking fee or card capture is taken and you cancel within 48 hours, we reserve the right to ask for a late cancellation charge of 50% (or 100% if you cancel within 24 hours) of the total appointment cost, then payment in full in advance, to book any future appointments.

If you do not show for your appointment and haven’t contacted the salon, you may be removed from the online booking system. Please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.

If you miss an appointment date with special offer the price can not be carried over to another day.


Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however, we may have clients after your appointment. So if you are more than 15 minutes late, we may cancel your appointment and apply the above terms as a no-show.

Patch Testing

For all new tint/lash lift/brow lamination/henna and permanent make-up clients, we will need to carry out a patch/sensitivity test at least 48 hours before your appointment. Following Covid-19 vaccinations/boosters you will be required to book again for an updated patch test.


Complaints and Feedback

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process which we follow to make sure that things are put right where needed and we can learn from your feedback.


If you are not happy with the service you receive, please tell a member of the team either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us, looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.

Please see our ‘Customer Complaints Policy’ for the full policy.

Property Loss or Damage

It is your responsibility as the owner, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged unless it is damaged by a member of the team due to carelessness. Anything left in the salon will be held for 8 weeks, we will do our best to contact you to retrieve your property.


Other Terms & Conditions

Some of our services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment. Aiyana Beauty also holds the right to refuse a treatment or treatment.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable/refundable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Training Courses