Salon Terms & Conditions

Please be aware by making an appointment you acknowledge that you understand and agree to these terms and conditions. Made by Maemi Limited reserves the right to cancel, delay, shorten or change treatments where reasonably necessary as a result of the details below.

BOOKING APPOINTMENTS

Made by Maemi is a busy salon and so to avoid disappointment we ask that you book your treatments as soon as you are able.  Re-booking at each appointment, and especially at busy times of the year is encouraged.  Appointments must be booked online on the Made by Maemi website.  You can also contact us firstly via Instagram messenger or alternatively Facebook messenger, if you have any questions or queries before booking.

We will send you an email to confirm your booking at the time it is made.  Please check your appointment details and let us know as soon as possible if anything is incorrect.

When you book online, an appointment reminder will be sent out by text message and/or email 48 hours before your appointment, so you can change, confirm or cancel by telephoning or emailing us immediately. If you cannot make your appointment for any reason, please inform us straight away.  This enables us to allocate your appointment time to someone else.

Contact Number

All clients must provide a valid mobile number when booking to enable us to communicate effectively with you, our customer.

Arrival Time

Please arrive on-time for your appointment.  If you arrive early, please be prepared to wait until your booked appointment time.

Please avoid repeatedly knocking or ringing if there is no immediate response.

Arrival Procedure

On arrival for your appointment, please send a message firstly via Instagram messenger or alternatively Facebook messenger to let us know you have arrived. This ensures we are notified of your arrival and manage your entry avoiding any delays.

Please remain outside or in your vehicle (weather depending) until you receive a reply confirming we are ready for you.

Late Arrivals

If you are running late for any reason, please let us know as soon as possible. We will always do our best to accommodate late arrivals within 10 minutes of your appointment time by performing the most complete treatment possible in the time remaining at the full price. In the case of some treatments however late arrival may mean that we unable to honour your booking.

Unfortunately, arriving 10 minutes after the scheduled time of your appointment will result in your treatment being cancelled and full charges being made.  No more appointment will be booked until paid.

We recommend that you plan ahead for your visit to Made by Maemi and are happy to answer questions about how to get to us.  There is ample free, on street parking in close vicinity to our location.

At Owner’s Risk

Made by Maemi accepts no responsibility for loss, theft, or damage to vehicles or belongings left inside them while parked on the road. As a courtesy note: Please allow extra time before your appointment to find suitable parking, as spaces on the road may be limited.

Clients are fully responsible for ensuring their vehicle is legally parked. Made By Maemi is not liable for any parking tickets, fines, or penalties incurred. Please ensure vehicles do not cause an obstruction to driveways, residents, or emergency access routes.

Cancellation and “No Shows”

If you need to cancel your appointment, please contact us at least 48 hours in advance. Since we turn away other clients to hold your booking, any cancellations with less than 48 hours’ notice may result in treatment fee charges up to and including 100% and no other bookings will be made until paid.

Please refer to our separate cancellation and no-show policy for full details.

Refund Policy- Products

We cannot give refunds on any products sold due to health and safety and hygiene reasons. If there is a fault with a product, we can send it back to the manufacturer for review.

Refund Policy – Services

Our treatments are carried out by a qualified therapist. If you are unsatisfied with a treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure as detailed below.  We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible.

Photography

We explicitly do not allow any photography to be taken on-site (using camera’s, video or mobile devices, but not exclusively). The only exceptions are of images taken of, or by individual clients showcasing their before and after treatment. These images can be used by either the forementioned client or for Made by Maemi portfolio purposes (where images may be used to showcase different procedures/treatments within the Made by Maemi website or Social Media channels. Applicable images will be redacted where possible so as to render the individual unidentifiable. However, by acceptance of the Made by Maemi Terms and Conditions this gives express consent.

Cleanliness

In keeping with our commitment to cleanliness, safety and hygiene, our equipment is cleaned and sanitised and disinfected or sterilised after every service and treatment.

Loss or Damage of Personal Items

Please keep your personal belongings with you at all times and leave any valuables at home. Your belongings remain your responsibility and Made by Maemi will not accept liability for any losses incurred, whatsoever.

Salon Etiquette

At Made by Maemi we believe that our clients have the right to be heard, understood and respected.

We also believe that our staff have the right to work in a safe environment, free from any abuse or harm caused by others.  We expect all clients to treat our staff with courtesy and respect at all times.

Aggressive or abusive behaviour includes any language (verbal or written), threats, derogatory remarks or rudeness which may cause staff to feel afraid, threatened or abused.  We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations to be abusive behaviour.

Where a client is aggressive or abusive we reserve the right to refuse to continue with the service and/or refuse to provide treatment to the client in the future.

We reserve the right to report any aggressive or abusive behaviour to the police if deemed necessary.

To ensure transparency and client comfort, please be aware of the following:

Small Dog in facility 

A small, friendly dog is present within the wider environment of our facility. While every effort is made to ensure a calm environment, clients may occasionally see or hear the dog during their visit.

Allergies & Phobias

Clients with allergies, sensitivities, or phobias are kindly advised to let us know when booking, so we can make appropriate arrangements to accommodate this where possible.

Hygiene & Safety

The dog does not enter treatment areas at any time. Strict hygiene measures are observed to maintain cleanliness and safety standards.

Right to Decline

If a client is uncomfortable with the wider presence of a dog, we encourage them to notify us before booking so we can discuss the options and make alternative arrangements to accommodate you.

Complaints Procedure

We aim to ensure that every client is delighted with the services that they receive at Made by Maemi Limited. However, we recognise that on occasions things can go wrong. If this does happen, we will endeavour to put things right at the earliest opportunity.

This process advises how to bring matters to our attention, if you are not happy with the service you have received.

We will ensure that all complaints are documented, followed up and where appropriate, action is taken to prevent future occurrences.

The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.

Complaints need to be documented in writing via email to info@madebymaemi.co.uk.   Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact concerns.

Your complaint will be assessed by the management team.  We aim to get back to you within 48 Hours (within salon opening times) of receiving your complaint in writing.

Children

We welcome well behaved children in the salon (maximum 1 child per paying client), however they must remain your responsibility at all times.  If your treatment makes this difficult, we respectfully request that you make alternative arrangements for childcare.

Children must not cause any disturbance to other clients or therapists. They must also not touch any stock within the salon.  We regret that if disturbances do occur, we reserve the right to ask you to leave the salon and rebook when you can attend at a more convenient time.

Client Questionnaire & Health Conditions

All new clients will be requested to complete a Client Record Card before our therapist can perform any treatments on you. We are unable to complete any treatments until this form has been completed.

Please advise us of any medications, health conditions, allergies, or injuries which could affect your treatment when completing this form. It is your responsibility to let us know of any changes in your circumstances before your treatment goes ahead.

We reserve the right to ask you questions relevant to each treatment at each visit and additionally may ask you to complete a Client Record Card every 6 months so that we can update our records.

Age Restrictions

There are a number of treatments which have a minimum age requirement.  Please contact the salon for age related information for specific treatments.

We are only able to provide treatments to those under 16 with written consent of the child’s parent/guardian, who must also be present during the treatment.

We reserve the right to refuse performing treatments on any guest who is under the age of consent.

Special Circumstances

Pregnant woman can receive certain treatments throughout pregnancy.  There are however some treatments that cannot be offered to those who are pregnant or breastfeeding.  Please contact the salon for details on specific treatments.

We will not perform any treatment if there is any morning sickness, decrease in foetal movement over a 24-hour period, vaginal bleeding or if the client is on bed rest.

There are a number of treatments which cannot be performed due to allergies, health conditions or medications.  Please contact the salon for details on specific treatments.

Therapist / Staff Illness

Unfortunately, there may be times when we have to cancel your appointment due to therapist/staff illness or other emergencies. If we are unable to reschedule your appointment at another time or with an alternative therapist on the same day we will need to cancel your appointment and rebook you for the next available appointment. We will notify you as soon as possible, if we need to cancel your appointment.

Pricing

While we do all we can to keep our website and price lists updated, treatments and prices are subject to change without warning. VAT is not applicable at this time, the prices quoted are the prices you will pay.

Data Collection and Storage Policy

Made by Maemi does not store any customer data; this is stored within the third-party booking system- Ovatu.com

1. Third-Party Data Processing

By using our services, you acknowledge and agree that certain personal and usage data may be collected, processed, and stored by a third-party service provider on our behalf. While we do not directly store this data, we rely on third-party systems to ensure secure and compliant data handling.

2. Third-Party Provider

We use the Ovatu Booking System to capture, process, and store user data in connection with [briefly describe the service, e.g., analytics, user authentication, payment processing]. The Service Provider operates under its own data protection and privacy policies, which can be accessed at GDPR and your business | Ovatu

3. Type of Data Collected

The data collected by the Service Provider may include, but is not limited to:

• Personal identifiers (e.g., name, email address)
• Device and browser information
• IP address and location data
• Usage patterns and behavioural data
• No Transaction or Account information is stored by the third-party booking system. Payments are transacted using a recognised secure payment gateway with one time access only, in this instance ‘Square’.

Please refer to the Payment Service Provider’s terms and privacy policy for detailed information about data categories and processing activities.

4. Purpose of Collection

Data is collected and processed solely for the purposes of:

• Delivering and improving the functionality of our services;
• Ensuring user security and fraud prevention;
• Performing analytics and usage monitoring;
• Complying with legal and regulatory obligations.

5. Data Retention and Security

All data is stored securely by the Service Provider in accordance with industry standards and applicable data protection laws, including UK General Data Protection Regulation (UK GDPR), along with the Data Protection Act 2018 (DPA 2018).  We do not store this data on our own servers and do not retain personal data beyond what is accessible via the third-party platform.

6. User Rights and Access

Users may have rights under applicable data protection laws, including the right to access, correct, or delete their personal information. Requests to exercise such rights should be directed to us at: info@madebymaemi.co.uk, and we will coordinate with our Service Provider to facilitate the request where possible.

7. Changes to this Policy

We reserve the right to update or modify this data policy at any time. Any changes will be reflected on this page with a revised effective date.

Effective Date: 24^th September,2025.