Terms & Conditions
Terms & Conditions
We reserve the right to alter our opening hours without prior notice.
Punctuality and Courtesy
Arriving late may interfere with your treatment, all appointments will end at their scheduled time so that the next client will not be delayed, and a full charge will be applied. All times stated include preparation of room and client: i.e., 5 minutes at the beginning and end of treatment.
Please arrive 10 minutes prior to treatment if it is your first appointment at the salon. We require this time for you to complete a personal consultation card, this document is 100% confidential and is used for treatment purposes only.
Appointments
If a booked treatment is cancelled without notice or changed on arrival, the full cost of the booked treatment must be paid. In the event that your therapist is not available to carry out your appointment, through circumstances beyond our control, we reserve the right to transfer the booking to an alternative therapist or stylist if available. In the unusual instance where we may need to cancel your booking, we will endeavour to contact you by telephone and/or email.
Cancellation Policy
At Marine Aesthetics we are delighted to say appointments are in very high demand and it is important to us that we aim to accommodate all our clients. To achieve this, we abide by a strict 48-hour cancellation policy for every appointment made.
Please give us more than 48 hours’ notice if for any reason you need to cancel or reschedule your appointment allowing us to offer you a more convenient appointment time & to ensure you avoid a cancellation fee. Please do this by calling during opening hours on 0161 848 7146.
All treatments require a 50% non-refundable deposit on booking in order to sure your appointment. Failure to notify us within 48 hours will result in the loss of the appointment along with no refund of any monies paid
No refunds will be given to cancelled or rescheduled bookings on any treatments subject to a special offer or price, such as Model, cancelation, any form of treatment promotion, key worker – Any of these and similar such treatments are non-refundable.
This cancellation fee will need to be paid before booking another appointment.
Booking a Course of Treatment Policy
All treatments purchased, as a course of treatment, must be paid for in full at the time of purchase. Treatment courses & pre-paid treatments are non-refundable & non-transferable between clients.
Larger treatments such as BBL, Cleavage Contouring and Sculptra require products to be specially ordered in. As such, should these treatments for any reason be cancelled, no refunds will be entered into. The amount can be kept on credit for another date or used toward another treatment
Clients that may have health issues e.g., blood pressure, circulation problems, skin problems, have recently undergone an operation, are on medication, are pregnant, had a cancer or have any other health worries, are advised to check with their GP before booking a treatment.
Before you arrive for your first treatment ensure you have advised our team of any health issues you may have. If these have not been mentioned before any given appointment, and it is found you are unable to undergo the treatment, we have the right to cancel the appointment or reschedule which will incur additional costs.
For clients with serious illnesses, before we can proceed with any treatment, we ask you to provide a letter from your doctor to say that you are able to receive the specific treatment you want to have in the clinic.
Allergy Testing
If you have any allergies prior to your appointment, please inform us at the time of booking. Please note that clients booking tint treatments will be asked to attend for testing at least 48 hours before their first appointment, for a patch test.
Price Alteration
We reserve the right to alter prices without prior notice.
Smoking
Please note that it is illegal to smoke anywhere in or on the premises
Data Security
Personal details taken from clients during consultation procedures will be kept safe and in the strictest confidence. We would, on occasion, like to send you details of open evenings and special promotions. If you would rather not receive these please let us know.
Medical Conditions
Please inform your therapist of any medical condition including pregnancy prior to booking as some treatments may not be appropriate for you.
Mobile Phones
In the interest of comfort of all our clients, please refrain from talking on a mobile phone and ensure it is switched off, or on silent, for the full duration of your time at the salon.
Hygiene & Safety
Due to the current global situation, hygiene is, of course, the utmost importance and to achieve optimal cleanliness the local Environmental Health Officer approves all our sterilization equipment. We only use new sterilized disposable needles for each client and we insist all clients follow and understand our procedures
Payment
Most credit and debit Cards are accepted, American Express, or cash. All prices include value added tax at a current rate.
Patch Testing
Patch testing required for clients who are undergoing certain treatments, all patch testing to be completed at least 48 hrs before treatment
Personal Items
Please ensure you retrieve all your personal items before leaving the premises, as we cannot be held responsible for lost items.
Complaints & Refunds
Please refer to our Complaints Policy
RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@marineaesthetics.eu. Please note that returns will need to be sent to the following address:
52, Ayia Thekla Avenue, Ayia Napa Marina, Ayia Napa, Ammochostos, 5330, Cyprus
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Cyprus, shipping your goods may take longer than expected.
You can always contact us for any return questions at info@marineaesthetics.eu.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@marineaesthetics.eu.
COMPLAINTS PROCEDURE
Complaints Handling Policy
Version 1.0
June 2023
Our complaints policy
Marine Aesthetics is committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a formal complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to higher authorities.
Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion to us.
First you should speak to the Manager or their Deputy.
If the suggestion is something that Marine Aesthetics as a company needs to consider, you can send it to:
Management
Marine Aesthetics
info@marineaesthetics.eu
Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Marine Aesthetics assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
Who can complain
Any person affected by the way Marine Aesthetics provides services can make a complaint.
A representative may complain for the affected person if they:
• have died
• cannot make a complaint themselves for reasons given in writing to Marine Aesthetics, or
• have given consent for the representative to act on their behalf in writing to Marine Aesthetics
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
It is important to note that Marine Aesthetics deal with complaints on a 1-to-1 basis only.
How you can make a complaint
You can complain:
• in person
• by telephone
• through a member of our staff
• through an advocate or representative
Where someone complains orally in the first instance, we will request for the complaint to be put in writing by the complainant so we are clear exactly what is at issue.
Written complaints can be sent to info@marineaesthetics.eu or in writing to:
Complaints Department
Marine Aesthetics
Marina Ayia Napa
Ayia Napa, CY 5330
Anonymous complaints
We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.
Responsibility
The Registered Manager has overall responsibility for dealing with all complaints made about our service.
We will provide as far as is reasonably practical:
• any help you need to understand the complaints procedure; or
• advice on where you may get that help.
How we handle complaints
The Registered Manager or Marine Aesthetics may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, or write to you with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.
Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than two months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
Further steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact Marine Aesthetics CEO at:
Office of the CEO
Marine Aesthetics
Marina Ayia Napa
Ayia Napa, CY 5330
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to a higher authority.
Refunds
Marine Aesthetics issue all refunds via cheque. Cheques will be issued on or before the 28th day following the agreement that a refund is agreed to by the company.