Booking and deposit policy

Adrianne Hunt, trading as House of Rose Aesthetics. Email [[ASK: email]], phone 07919 033635.

Treatments take place in our home-based treatment room at 238 Ilchester Crescent, Bristol BS13 7HT, which is also our geographic address. It is shown before you confirm and in your confirmation email.

This policy forms part of our booking and treatment terms.

Treatments booked online are secured with a deposit paid by card. The amount depends on the treatment: it is shown with each treatment on our prices page and again before you confirm. The deposit is deducted from your treatment price on the day, so it is not an extra charge. Some consultations need no deposit; the details step says which applies before you confirm.

We always refund your deposit in full if we cancel or move your appointment, if we find at your consultation that treatment isn’t right for you, if you decide at your consultation not to go ahead, or if you can’t be treated for a health reason such as illness or a cold sore, whether you tell us beforehand or we notice on the day [[ASK Q48]]. Refunds are never reduced by card or processing fees.

Where a price is shown as “from”, or as agreed at consultation, the total price is confirmed in writing before any treatment starts. You never pay for a treatment online, only the deposit.

When we take bookings by request instead of online payment, we confirm the time first and then ask for the deposit; the time is held for 48 hours while we do.

Because you book online or by message, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of the day you booked, for any reason, and receive a full refund of anything you have paid.

During those 14 days your deposit is refundable in full at any notice, even when your appointment is less than 48 hours away, unless the treatment has already been carried out.

When you tick the booking policy box you ask us to provide the service within that 14-day period. If the treatment has been carried out before you cancel, the right to cancel no longer applies and the price of the treatment is payable in full.

To exercise the right to cancel, tell us by a clear statement (an email or message is enough), or use the model cancellation form below. You can also use the manage link in your confirmation email, which counts as a clear statement.

Refunds under this right are made without undue delay and within 14 days of the day you tell us, using the same means of payment you used.

Cancel or move your appointment at least 48 hours before it starts and your deposit is refunded in full or moved to the new time. You can do this yourself from the link in your confirmation email, or by messaging us.

If you cancel later than 48 hours before, or do not attend, the deposit is kept to cover the reserved time. This does not apply if you cancel within 14 days of booking: your legal right to cancel means you get a full refund, as long as the treatment has not been carried out. If something has genuinely come up, message us as early as you can.

If you cancel late or don’t attend and we are able to give your time to another client, we refund your deposit [[ASK Q48: in full, or less a £x admin charge]].

Card deposits are refunded to the card you paid with and usually appear within 5 to 10 working days; deposits paid by bank transfer or cash are refunded to you directly.

We treat no one under 18. For fillers this is the law in England, and parental consent makes no difference. Every booking confirms the client is 18 or over, and we ask for photo ID at your first appointment.

If you cannot show ID, we cannot treat you, and [[ASK Q49: what happens to the deposit]]. A booking made for someone under 18 is cancelled [[ASK Q49: and the deposit refunded or kept]].

Every treatment begins with a face-to-face consultation, and we may decline to treat you if it isn’t right for you.

We take your medical history in person at the appointment and never through this website. Please do not put medical information in the booking notes.

You are welcome to take time to think. If you stop after the consultation, your deposit moves to the treatment appointment when you book it, or is refunded in full if you decide not to go ahead. [[ASK Q49: reflection-time policy]]

Some treatments need a consultation first; the booking page offers the consultation instead of the treatment where that applies. A patch test may be needed for certain products.

Please arrive on time. If you are more than [[ASK Q47: minutes]] minutes late, there may not be time for your full appointment. We will do what we can in the time left or offer to rebook. A late arrival is treated as a late cancellation only when no treatment can take place [[ASK Q47]].

We email a reminder about three days and one day before your appointment. You can move or cancel online up to 48 hours before it starts.

With your permission, we photograph the treated area for your treatment record. A photo is only used on our website or social media if you give separate written consent for that use, which you can withdraw at any time. Your treatment never depends on agreeing to photos.

Please follow the written aftercare we give you. If you’re worried after a treatment, contact us on [[ASK: aftercare number]]. If it’s urgent, call NHS 111, or 999 in an emergency.

If something is not right, please tell us first: [[ASK: email]]. Our complaints page explains how we handle concerns, how quickly you will hear back and who else can help. You can also contact Citizens Advice (citizensadvice.org.uk) for independent consumer advice.