Opening Hours

My opening hours are 
Tuesdays & Thursdays 11am-6pm
Saturday 10am-3pm
I will only be available during these times if you have a pre-booked appointment. All appointments must be pre-booked via the online booking system. Louna Studio will not make exceptions to set hours.

Silent Service

Louna Studio happily offers a Silent Service to anyone that requests it. Clients can request a Silent Service in their booking notes, or via text/email.
Louise will give the client a thorough consultation, create a plan for their treatment. Louise will ask for clarification/approval throughout the process but the rest of the time is the client’s.

Accessibility

The salon is on the ground floor of Edwinstowe House, High St, Edwinstowe. When you arrive, press the button to open the barrier to our free car park. Try to park in additional parking at the back of the building because this is closer to my entrance. Once you arrive please text me or ring my doorbell and I’ll come and collect you at the double doors at the back of the building. Don’t worry if I don’t reply straight away, I’ll be with a client. 
Clients are always welcome to bring a support person or service animal along to their appointment. If you have any accessibility needs not covered here, please reach out at [email protected]

Inclusivity

Louna Studio welcomes and respects all genders, Non-Binary and Gender non-conforming people, the entire spectrum of the LGBTQI+ Community, the elderly, people at any level of ability, and all religions. 
Louna Studio will not tolerate hateful behaviour towards these communities, and will stop a service immediately if this policy is infringed upon. Louna studio implores clients to exercise compassion and kindness in The studio. 
Clients are encouraged to reach out if they need a cultural or religious consideration made during their appointment. Contact Louise at [email protected] to discuss your needs. 

Booking

All first appointments are made by yourself via my online booking portal. This captures all your details and card details.
If you do not receive a confirmation email, then your appointment is not secure and may be offered to someone else.
Online booking is available for your convenience. Appointments can be changed and cancelled up to 48 hours in advance by yourself.
Card details are taken at the time of booking for new clients, but not charged (except 50%) unless you cancel within 24 hours or you fail to attend your appointment as a ‘no show’.

Cancellation/Reschedule

If you need to change your appointment please notify me as soon as possible, even if this means you contacting me in the middle of the night!
I understand that emergencies and illness’ do happen, so if you need to cancel/reschedule please do try to give me as much notice as possible.
Cancellations with over 48 hours notice will be refunded any payments less any costs incurred (card transactions costs, admin etc) If you’d prefer you can have it as a credit instead of a refund.
50% of the total price is charged if you cancel/reschedule between 48-24 hours of your appointment start time. 
100% of the total price is charged if you cancel or reschedule within 24 hours of your appointment start time or if you fail to attend your appointment with no prior cancellation notification.

Cancelling Appointment Online

Appointments can be cancelled or rescheduled online up to 48 hours before the booking. However please note that refunds are done manually and not automatically. If you have cancelled in the correct time period of the cancellation policy and require a refund or credit please request this with Louise directly. 

Lateness

If you are running late, please contact me ASAP to let me know your expected arrival time. Depending on the length of time and service booked, we will either offer a shorter treatment or your appointment will be cancelled. If you are more than 15 minutes late, your appointment will be cancelled and treated as a no-show and charged at 100%

Change of Mind

Louna studio will not issue adjustments/refunds for change of mind (in line with cancellations/no-shows timescale) If you attend your appointment and decide that you don’t want the full service agreed, you will be charged the full cost of the initial booked service. If you do change your mind, you must let me know with at least 48 hours notice and I can amend the appointment without charge.

Refusal of Service

I reserve the right to refuse a booking or appointment for any reason such as: frequent cancellations, lateness, failure to follow aftercare procedures, failure to comply with the policies.

Car Park Liability

While Louna studio provides access to a free car park at Edwinstowe House for client convenience, please note that the salon is not responsible for any damage, loss, or theft involving your vehicle while parked on the premises. Clients park at their own risk and are encouraged to take appropriate precautions, such as locking their vehicle and not leaving valuables inside.

Contact Information

In the event that incorrect contact information is provided, including, but not limited to, customer name, phone number, or email address, Louna studio may not be held responsible for loss of correspondence, such as appointment confirmation or reminder messaging. In instances of incorrect or inaccurate contact information being provided, it is the client’s responsibility to identify these errors and email [email protected] to have them rectified.

Mobile Phones/Distractions

Mobile phones are only permitted to be used before the commencement of the treatment to show/send inspirational photos. Mobile phone conversations or texting during services is not permitted as compromise the ability to adhere to appointment schedule.

Reminders

You’ll be sent an email confirmation as soon as your appointment is booked, then you’ll be sent a text reminder to the mobile number on my system (if applicable) 48 hours before your appointment start time.

Consultation Form

You will be sent the appropriate consultation form to fill out once you’ve booked your appointment. Every client will be required to do this so that I can assess if the treatment is suitable for you and to ensure you receive treatments safely. Your consultation form will be emailed to you via the confirmation email. Please take the time to complete the form and send it back to us before your appointment. 
Appointments will not be carried out without a consultation form being completed.
You may be required to undertake a patch test for some services. All patch tests must be done 48 hours before your appointment. Booking a patch test is your responsibility.

Re-booking

It is the client’s responsibility to book appointments either online or before you leave the salon. If the client does not book in advance and cannot find an appointment, Louna studio will not be held responsible.

Payment

All major cards, GBP cash or bank transfer are accepted for payment.
Please note that Louna Studio does not keep cash on the premises so make sure if you’re paying cash you bring the exact amount.

Refunds

No refunds will be issued under any circumstances.

Gift Vouchers

Gift vouchers are redeemable against any treatments unless specified on the voucher.
The voucher is non refundable and non exchangeable for cash.
Vouchers expire 6 months after purchase unless specified.
Any discounts which are emailed to you are redeemed by online booking and by yourself only.

Children and Animals

As part of my commitment to providing a relaxing and enjoyable experience for all of my clients, I kindly remind you that my salon has a strict no children policy. This policy is in place not only to maintain a calm environment but also due to insurance requirements, as children are not covered under my salon's insurance. Additionally, I have delicate and expensive equipment in the salon, and for safety reasons, I cannot accommodate children during appointments.
I understand that this may sometimes be difficult, but if you arrive with a child, your appointment will need to be cancelled, and the cancellation fee will still apply.

How I use your information

We collect data from you to provide a service. Without your information we would not be able to carry out this service.
The only third party that we share your information with is www.ovatu.com our online booking system that we use.
I only collect information directly related to your treatment.
Your consultation cards are securely stored on our database and are password protected. The only people that has access is relevant staff.
I will only use photos with consent.
I do not use your information for marketing purposes if you opt out.
I store consultation cards for 7 years.
Any information not needed is destroyed using a paper shredder and disposed of.
You have the right to access your records should you wish.