Terms & Conditions
Please read these terms and conditions carefully before using our services. To use this website, you must fully accept these terms and conditions and you agree to use this website according to these terms and conditions.
These terms and conditions are a legal agreement between you, the “user”, and Royal Nail London, for all stages of your interaction with our business; online and in store. Any reference to Royal Nail London refers to Royal Nail London, exclusively.
General
Royal Nail Studio owns a website called https://royalnaillondon.jena.site/ offering clients information about nail services and a booking engine to make appointments for listed services. Royal Nail London provides these nail services to clients.
Durations
The number of minutes we have listed next to each service on the website and any other places is a guidance only. The service may last longer or shorter depending on factors including, but not limited to, the conditions of your nails and ability of your nail technician.
Making An Appointment Online
When booking an appointment online, we need your name, phone number and email address. Without providing these details we will not be able to confirm your appointment. We use a 3rd party reservation software company to process your appointment. We may request an online deposit using a credit or debit card to secure a date and time. We use a 3rd party payment gateway to process this financial transaction. Where we don’t request an online deposit, we reserve the right to call you on the phone number provided and request a deposit. In the event this request is refused, we may remove your appointment from our schedule and you will receive an email communicating that the appointment will no longer be valid.
Deposits
We reserve the right to ask for a deposit for any booking made online, on the phone or in our salon for future dates. We reserve the right to determine the size of these deposits on a case by case basis entirely at our own discretion. The size of the deposit can be anywhere up to 100% of the sales value of the services booked. Deposits are refundable as long as the appointment is changed and/or cancelled within the 48 hours window, otherwise it is non-refundable. If you change your appointment up to 48 hours before start time we will move your deposit to your new time. If you change your appointment less than 48 hours before start time we reserve the right to cancel your appointment and keep your deposit. If you cancel your booking at any time before the start time you will lose your deposit.
3rd party reservation software
All bookings for https://royalnaillondon.jena.site/ are made with Royal Nail London. JENA only facilitates the online booking process for Royal Nail London. The contract is between you and Royal Nail London and JENA is not part of that agreement.
Confirmation
When you book an appointment, you will receive a confirmation email. If you don’t receive a confirmation email, please contact us at royalnail.london@gmail.com.
If you change your appointment, you will also receive a confirmation email. If you don’t receive a confirmation email, please contact us at royalnail.london@gmail.com.
Royal Nail London is not responsible if you think you have booked but have not received a confirmation email. If this happens, we will endeavour to accommodate you as best we can, but you may have to re-visit at another time and/or date.
Accuracy of Appointment Details
When you book an appointment, it is your responsibility to ensure the accuracy prior to confirmation. Royal Nail London are not responsible for reservation errors including, but not limited to, dates/times and services booked. If you are unsure about anything you can contact us at royalnail.london@gmail.com.
Changes
You can change your appointment free of charge up to 48 hours before start time. If you have been charged a deposit, a change to your appointment more than 48 hours in advance of your appointment will result in your deposit being transferred to your new appointment reservation.
You must contact Royal Nail London by phone or email at royalnail.london@gmail.com to change your appointment less than 48 hours in advance of your appointment.
If you change your appointment less than 48 hours before start time, we reserve the right to either ask you for a deposit or cancel your appointment entirely. You may also be asked for a non-refundable deposit on future bookings. If you have paid a deposit and change your appointment less than 48 hours before start time, we reserve the right to cancel your appointment and we will keep your deposit.
Cancellations
You must contact Royal Nail London by phone or email at royalnail.london@gmail.com to cancel your appointment.
If you have not been charged a deposit, you can cancel your appointment free of charge up to 48 hours before start time. If you have been charged a deposit, a cancellation of your appointment more than 48 hours in advance of your appointment will result in the refund of your deposit.
If you cancel your appointment less than 48 hours in advance of your appointment, you will lose your deposit and you may then be asked for a non-refundable deposit on future bookings.
Royal Nail London Changes & Cancellations
If for any reason Royal Nail London needs to make changes to your booked service – changes including, but not limited to, changing the date/time of your reservation or changing to a similar service – you have the option to reject the proposed change(s). We will then process a refund of your deposit. This will take 7-10 working days to process to your payment method.
If for any reason Royal Nail London cancels your service at any time before your service is due to commence, we will process a refund of your deposit. This will take 7-10 working days to process to your payment method.
No Shows
If you do not turn up for an appointment, we reserve the right to charge you for 50% of your booking and will require a non-refundable deposit on all future bookings.
Late Arrival
If you arrive late for your appointment, we reserve the right to take any of the following actions:
* We will perform the service as booked in the late start time.
* We will perform a shorter version of the booked service if our technicians are booked back to back. We will still charge the full booked price.
* We will perform a similar shorter service if our technicians are booked back to back. You will then be charged the new price for the performed service.
* We will perform no service and we reserve the right to charge you a non-refundable deposit on future bookings.
* We will rearrange your service for another date and time.
In the case of late arrivals, we will decide what action to take from the above list entirely at our own discretion taking into account all the information we have including, but not limited to, duration of lateness, reason for lateness, how often instances of lateness have occurred, whether our technicians are booked back to back, whether a similar shorter service exists, whether we were given warning from the customer of the upcoming late arrival.
Age Restrictions
You will be asked for your date of birth in Royal Nail London prior to your first service with us. You must provide your data of birth as a legal requirement otherwise we won’t be able to fulfil your service. We have the following age restrictions in place:
* 14 to 16 year olds must be accompanied by a parent or guardian for the duration of the service. The parent or guardian must fill in our permission and consultation forms.
* We do not perform nail extensions on under 16s without a parent or guardians explicit permission.
* We do not perform gel services on under 14s without a parent or guardians explicit permission.
* All under 16s will require signed permission from a parent or legal guardian.
ID will be required if we feel it is needed to meet any of the age restrictions mentioned. If ID can not be submitted, we will not be able to perform the service at that time. Services can then be booked for another time when ID can be provided. The ID must be a standard government issue with holographic mark such as a passport or a driving licence.
If an appointment has been booked online, but you can not give confirmation of your age if required to do so prior to your service, your service will be rejected and we reserve the right to charge you the amount remaining of your booking balance by way of your online payment method.
Accuracy of Medical Information
Accuracy of the medical information you provide to Royal Nail London is entirely your responsibility. If any details change, it is your responsibility to update Royal Nail London with the new details. If no new details are voluntarily offered to us at future services, we will assume that your medical condition is unchanged from your original consultation form.
Medical conditions can be aggravated by services that we offer. We strongly encourage our clients to be open and transparent with their medical information so we can advise on alternative services, not restricted to Royal Nail London, if required.
Decline of Appointments
We reserve the right to reject your appointments entirely at our own discretion. Reasons for rejecting your appointment include, but are not limited to, previous instance(s) of no shows, repeated instances of lateness, abusive behaviour in the salon towards customers, the space and technicians.
Offline Appointments
We accept appointment reservations on the telephone for future dates. We reserve the right to charge a deposit of up to the whole value of the services being booked for appointments on future dates. We will decide the deposit amount entirely at our own discretion.
Out of Hour Appointments
In some cases, we may approve appointments outside of our working hours. These appointments are subject to an additional mandatory £10 charge. If you consent to this the appointment will be honoured, this surcharge in turn becomes an addition to your deposit. However, this £10 surcharge is non-refundable due to the Out of Hours nature of the appointment. Therefore, for an Out of Hours appointment, your deposit will be £25, which includes a £10 non-refundable & non-transferable charge.
Aftercare
We offer clients appropriate aftercare advice relevant to their service here, in our follow up emails and during your service from our technicians. If you are unsure of anything you can contact us at royalnail.london@gmail.com.
Modifications & Extra-Time
We may charge you extra time by the minute for any modifications you request to your service once the service has commenced and the modification affects part of the service already performed. Modifications include:
* Colour changes during a service after the chosen colour has been applied.
* Nail art removal after application because you do not like it.
* Missing nails on infill services.
We may from time to time assist you with advice and suggestions, but decisions you make are wholly your final decision. Extra time will be charged at a rate of £1 per minute.
We will endeavour to accommodate all modification requests, but modification requests may be denied if we are booked back to back and the time required for the modification affects the service of the next customer. In this scenario we will complete the service as booked and you will be charged the booked price.
Complaints, Fixes and Repairs
You can complain about your service, service standard or anything else affecting your experience either to the salon manager, by email on royalnail.london@gmail.com or via our phone number on 07947710492.
We will repair any damage to gel or acrylic services for free within 7 days of your appointment. We will however not repair damage for free if the damage has been caused by activities that have not followed our aftercare advice. Our aftercare advice can be found here. We reserve the right to use our own discretion to decide whether the damage was caused by any activities that are likely to cause nail damage and are contrary to our aftercare advice. In this situation, we will charge a rate of £2 per nail for gel polish repairs and £2 per nail for hard gel & acrylic nail extension and gel overlay repairs. Your date and time will need to be booked via email or phone and a price given for the repair.
Outside of the free repair period, we will charge a rate of £2 per nail for gel polish repairs and £2 per nail for hard gel & acrylic nail extension and gel overlay repairs. Your date and time will need to be booked via email or phone and a price given for the repair.
Normal polish services have no guarantee from the time you leave Royal Nail London. You will receive aftercare advice both on our services web pages and from our technicians on how to avoid issues after you leave the salon. We take no responsibility if this advice is not followed.
If you are unhappy with your colour or nail art, this is not covered as a free repair job. Please be advised you can mention this to your technician during your service but this may be charged at our standard ‘extra time’ rate. Fixes need to be booked in and there is no guarantee that we will be able to accommodate a fix if you complain in the salon. In this scenario, we will accommodate you at the next best convenient time for you. You are advised to book the time via email or phone to guarantee your fix time.
If you are complaining about the general standard of your service, you are welcome to attach photos to an email to provide clear evidence for our management. We may ask you for more information to help us finalise a response to your complaint. Once we receive this information, our responses will be including, but not limited to, a full refund and an offer of a new service to no refund and no new service. The response you receive will be decided on a case by case basis, taking into account all the information provided by you, and will be entirely at our own discretion.
Cookies
Royal Nail London’s website server, and servers of companies that are used to operate this site, may place cookies on your computer in order to personalise your experience and record website behaviour. A “cookie” is a small piece of data is sent by a web server to your computer, which is then stored by your browser.
Personal Information
We collect and use your personal information to be able to enter into a contract with you to buy our services. We never collect personal information we do not need. Please click here to see our full privacy policy.
Reviews
You may receive an email after you complete a service asking to leave us a review. The link will be to the 3rd party website Google. The review will be stored on their servers subject to their terms and conditions. If you choose to do so, you agree that Google can publish your review and only your first name will be revealed. However, Royal Nail London takes no responsibility for any wording by you in the review that might reveal your identity.
Changes of Terms and Conditions
Royal Nail London reserves the right to change these terms and conditions at our own discretion and without prior notice to you, and without liability to you or any other user. This right shall not affect the terms and conditions accepted by you upon making a booking reservation using this website