PAYMENT

We accept cash, most credit cards, debit cards including American Express. All prices include VAT.

APPOINTMENTS AND CANCELLATION

Cancellations and Rescheduling: If you need to cancel or reschedule an appointment, you must provide a minimum of 24 hours’ notice Monday to Friday and 48 hours for Saturday bookings. Failure to do so will result in the loss of the treatment from your value pack or voucher, or your deposit will be redeemed in full.
Please arrive at least 10 minutes before your scheduled appointment to complete necessary paperwork. Late arrival may result in reduced treatment time or forfeiture of the appointment.
While all Staff at Uban Studio are trained and approved, we do not guarantee continued treatment with a specific therapist/stylist.

REFUNDS

All purchases of single treatments, products and treatment packages are NON-REFUNDABLE. However, Uban understands circumstances can change.

CREDIT NOTE

If you choose to receive a credit note for a course of treatments, please note that any treatments you have already completed will be charged at the standard price instead of the discounted course price. If the new treatment you choose is more expensive, additional charges may apply.
The credit note will be calculated by adding up the full price of the treatments you have already received and deducting the amount you have already paid to-date Uban.

To request a credit note, you can visit the reception team in person or contact them in writing if you need more time.
Please be aware that the prices at Uban Studio may change without prior notice due to costs and inflation.

ELIGIBILITY AND MEDICAL CONDITIONS
Our duty is to assess whether treatment is suitable for you, or likely to be successful, assess any risks prior to the treatment being carried out. If you are not suitable for treatment, we will inform you as to the reasons why or offer you an alternative treatment.
Please inform your therapist of any medical condition including pregnancy prior to booking as some treatments may not be appropriate for you.
It is the client’s responsibility to ensure that they provide Uban with all relevant medical details prior to each treatment to avoid initiating our cancellation policy. Safely carried out treatments are our priority, Uban will not be liable for any damage or injury that occurs as a result of the client’s failure to disclose such details or changes.

VOUCHERS
Vouchers are NON-REFUNDABLE, NON-TRANSFERABLE and cannot be redeemed for cash or credit. The expiration date cannot be extended. Voucher terms and conditions printed on the voucher or provided by the vendor apply. Additionally our cancellation policy applies and the voucher can be forfeited.
Present your voucher when making the booking or during the appointment.

COMPLAINTS

If you have any concerns or issues regarding your experience at Uban Salon & Spa Studio, you may make a complaint in person, by telephone, or in writing.

Treatment-related complaints should be reported no sooner than 24 hours after your treatment, as many treatments require time for the body to respond and for the initial healing process to begin. This allows for a more accurate assessment of the treatment outcome.

Uban Salon & Spa Studio is committed to treating all clients with compassion, respect, and fairness, and we will support you throughout the complaints process.

We aim to resolve complaints as quickly as possible. However, where an immediate resolution is not possible, you will receive written acknowledgement within 3 working days, confirming that your complaint is being investigated.

We will endeavour to provide a full written response within 10 working days, outlining our findings and any actions to be taken.

For treatment-related complaints, the matter will be discussed with the practitioner who carried out the treatment. You may be asked to:

• Provide clear photographs of the treated area.
• Attend a follow-up appointment for assessment.
• Provide any additional information relevant to your concerns.

Our objective is to investigate your complaint thoroughly and fairly and, where appropriate, provide an explanation, resolution, or suitable course of action.

PERSONAL ITEMS
Please keep your personal belongings safe, as Uban Studio is not responsible for lost or stolen items.

CHILDREN UNDER AND BABIES

Must be under parent’s supervision at all time while at Uban Studio for safety reasons. Uban is not responsible for the safety of client’s children while client is receiving treatment.

PETS
Pets are not allowed in the clinic for safety, cleanliness and hygiene reasons.

CHANGES TO TERMS & CONDITIONS
We reserve the right to alter Terms & Conditions from time to time without prior notice.

DATA SECURITY
Personal details obtained by Uban Studio will be kept confidential. Uban may send you details of open evenings and promotions. You can opt-out if you prefer not to receive them, please let us know.