Booking & Cancellation Policy

We are a small local business and your custom is our bread and butter. We will appreciate it if you could be courteous and give us 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… While we do understand – please be aware that we do charge for missed slots.

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

We recommend that you cancel any appointment by using the cancellation link in the
confirmation booking email, if the 24 hours has not passed. You will receive immediate
confirmation on screen that it is cancelled and Sugarflick will also receive notification.

Charges – peak

Saturdays and weekdays after 4pm

Failing to attend an appointment during peak hours is full price of the treatment booked.

Charges – off peak

Weekdays 10am to 4pm

Failing to attend an appointment during off peak hours is half the price of the treatment booked.

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 a booking and if the fee is unpaid we will cancel your next appointment(s). If you owe a fee we will send you an invoice with all the information you will need to pay any fee outstanding. Payment must be made within 7 days of the date of the invoice.

Refunds

If you have booked and paid on line but just can’t make it, of course we will refund you if 24 hours notice is given. Refunds are made via Stripe, but we charge a very small fee to cover the cost of the refund. Refunds take 2-5 working days.

Paid too much

If you book the wrong treatment and pay too much, please note we cannot refund you, but we will credit you for your next slot, so if in any doubt please call before you book and we will advise you, but please do read the full descriptions before booking.

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.

Rescheduling

If an appointment is booked online and you need to reschedule, please get in touch by replying to your confirmation email or call us on 023 8063 3222. Unfortunately you cannot reschedule on our online booking system.

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, Live & MSN ~ please beware particularly.

Just to confirm, we ask that you please give us at least 24 hours notice to cancel your appointment. There is a link in your confirmation email to cancel, and this will work up to 24 hours before your booking. If you do not receive the auto response confirming this, please call us 023 8063 3222. Please leave a message if there is no answer, we check our phones regularly.

Please do not email or text to cancel as sometimes these can be missed. We receive many texts and emails each day regarding other business.

We are closed Sundays, Mondays and Bank Holidays.