Booking & Cancellation Policy

We are a small local business and we appreciate at least 24 hours notice if you cannot make it. We know that sometimes things are unavoidable, sickness, child care, traffic, or your car breaking down… Whilst we understand – please be aware that we do charge for missed slots so please be courteous. 

All bookings can be cancelled by yourself with the link in all confirmation emails. Please check your junk folders so you can cancel easily should you need to. Please note this system does not offer a facility to reschedule, so please get in touch.

Please view our Terms & Conditions of Service PDF for full details ↓

This policy forms part of our Terms and Conditions of Service. We will charge a client if an appointment is missed or not cancelled in accordance with the policy. 24 hours notice is required to cancel any appointment.

Cancelling a booking

You can cancel any appointment yourself at any time, by using the cancellation link in the confirmation booking email, but only if 24 hours or more has not passed. If you do not receive your confirmation email please check your spam and then get in touch asap if you are unable to find your confirmation email. When using the cancellation link in the email, you will receive immediate confirmation on screen that the appointment is cancelled and Sugarflick will also receive a notification. We will then contact you regarding refunds, if applicable.

Please note if you call 07772 700232 we may not hear the message until too late and you will still be charged.  Assume it has not been cancelled if you do not receive an email confirmation. For example, calling when we are closed means we will not receive the message until Tuesday. If your appointment is on Tuesday it will be too late, this is why we have a link for you to cancel – please use the link in the email or contact us on the mobile.

Charges for missed appointments

If you do not reschedule or fail to cancel any appointment with less than 24 hours notice, the following fees apply:

  • Less than 24 hours notice will result in a charge equal to 100% of the booked treatment
  • NO SHOWS will be charged 100% of the booked treatment
  • Members, you lose one of your allocated 8 treatments per year.

Future bookings if a fee is owed

We will not honour any future booking if a fee is outstanding. We will send you an invoice if you miss an appointment or if you owe for a passed missed appointment. All future appointments will be cancelled until the invoice is paid.

Refunds

Refunds are made via the payment method used. We may charge a very small fee to cover the cost of some refunds due to external administration charges.

Paid too much

If you book the wrong treatment and pay too much, please note we cannot refund you, the treatments have allocated time slots. It may sometimes be possible for us to credit you for your next slot, but only if 8 weeks has not passed, we do not hold credit for longer than 8 weeks. 

If in any doubt please call before you book and we will advise you, please read the full descriptions before booking to avoid paying too much.

On-line bookings

The online booking system will send out a confirmation email when an appointment is booked – please check your junk and email settings. We strongly advise that you keep your own record and do not delete your confirmation email or any of your reminders until after the appointment.

BACS payments (regulars)

To secure a booking, booked via Sugarflick staff, we require payment in advance of 48 hours prior to the appointment. Failure to make payment within this time frame will result in the booking being released and made available to other clients. In addition, we offer a loyalty discount to our regular customers for the advance payment. To be eligible for the loyalty discount, please pay 48 hours in advance. All bank details are in all confirmation emails.

Rescheduling

If an appointment is booked online and you need to reschedule, please get in touch by replying to your confirmation email or you can call us on 07772 700232 . Unfortunately, you cannot reschedule on our online booking system.

Reminders

Please do not rely on the email reminder service, this is complimentary. Emails from us may end up in your spam folder – if you are using Hotmail, Outlook, BT internet, Yahoo, Sky, Live & MSN ~ please beware that these email accounts have high spam settings. It is advisable to put appointments on your phone calendar.

Please do not email or text to cancel a booking as sometimes these can be missed – use the link in your confirmation email.