1. Appointments, Cancellations & No-Shows

We can’t wait to welcome you into Mooeys. To help us look after all clients and our team fairly, we ask that you follow the guidelines below.

1.1 Cancellations & Changes

If you need to cancel or reschedule an appointment, we kindly ask for a minimum of 24 hours’ notice.

• With 24 hours’ notice, we’re happy to reschedule your appointment or refund your deposit.
• Cancellations made with less than 24 hours’ notice will be charged at 100% of the appointment value.

Short-notice cancellations mean we are unable to refill that time, and our team is still scheduled and paid to be there.

1.2 No-Show Appointments

A no-show is when a client does not attend their appointment and does not contact the salon.

• No-show appointments are charged in full.
• This policy exists because missed appointments cannot usually be rebooked at short notice, and our team is paid to be present to carry out your treatment.
• If no-shows become a recurring issue, Mooeys reserves the right to refuse future bookings.

1.3 Running Late

If you are running late, please let us know as soon as possible.

• We will always try to accommodate you where we can.
• Your treatment time may be shortened if we have subsequent appointments.
• If it is not possible to proceed, the appointment may be treated as a late cancellation or no-show.

2. Deposits

Deposits help us secure appointment times and reduce missed bookings.

• New clients are required to pay a 50% deposit when booking their first appointment.
• Clients who have previously had a no-show appointment will also be required to pay a 50% deposit for future bookings.
• Returning clients without a no-show history are required to pay a small booking deposit (typically £1–£5, depending on the service).

Deposits are always deducted from the final cost of your treatment and are never kept, unless:

• You cancel with less than 24 hours’ notice, or
• You do not attend your appointment.

3. Gift Vouchers

3.1 Validity

• Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.
• Vouchers can be redeemed against treatments or products, subject to availability.
• If you are experiencing difficulty using your voucher within the valid period, please contact us.

3.2 Refunds & Cash Exchange

• Gift vouchers are non-refundable and cannot be exchanged for cash.

3.3 Lost or Damaged Vouchers

• We may be able to replace lost, stolen, or damaged vouchers with proof of purchase or voucher number.

3.5 Multi-Salon Use

• Physical Card Gift vouchers are valid across all Mooeys branches.
• E Vouchers can only be used in the salon they were purchased in.

4. Refusal of Service & Client Conduct

At Mooeys, we are here to deliver a beautiful service in a calm and welcoming environment for everyone.
We reserve the right to refuse service or future bookings in the following circumstances:

• Repeated no-shows or late cancellations
• Aggressive, rude, or disrespectful behaviour towards our team
• Behaviour that disrupts the peace, comfort, or safety of other clients

We have a zero-tolerance approach to abuse, harassment, or intimidation of our team. All staff deserve to feel safe, respected, and supported at work, and we thank our clients for helping us maintain a positive and relaxing atmosphere in our salons.

5. Service Satisfaction & Complaints

Your experience matters to us.

If you are unhappy with your service or product for any reason, please contact us so we can find a way to resolve the situation.

• Each salon has a Branch Manager who will manage concerns initially.
• If you feel your concern needs to be escalated, please contact us at info@mooeys.co.uk.

Complaints Process

• Complaints will be acknowledged within 5 business days.
• We aim to resolve all complaints within 14 business days.

6. Appointment Changes by Mooeys

While we always aim to honour booked appointments, occasionally changes are unavoidable due to staff illness or unforeseen circumstances.

• We will always contact you directly and aim to find a suitable alternative.
• Contact may come from the salon, our head office team.
• Appointment changes are always a last resort, and we appreciate your understanding.

7. Services, Products & Pricing

• All services and products are subject to availability.
• Prices may change without prior notice.
• Mooeys reserves the right to modify or discontinue services or products at any time.

8. Allergies, Reactions & Aftercare

• Allergic reactions can occur at any time due to lifestyle changes, medication, hormones, or sensitivities.
• Please inform us immediately if you experience irritation or discomfort.
• Some reactions may require medical attention, we will advise this if we feel it is necessary.
• Our managers are trained in advance nail care and nail knowledge. Please always reach out to us if you are experiencing any discomfort, discolouration or skin soreness so we can find the best solution for you.

9. Consultations

• Consultations are essential to ensure treatments are safe and suitable.
• All clients must complete a digital consultation form prior to any treatment carried out in Mooeys.
• We reserve the right to refuse treatment if a consultation form is incomplete or inaccurate.
• Consultations are equally as important to our customers as they are to our business. We need to make sure the treatment is suitable for you.

10. Patch Testing – Tinting and Laser

• Patch testing is mandatory for Lash Lifting, Brow Lamination, and Tinting services.
• Patch tests must be completed 24–48 hours before treatment.
• Treatments will not be carried out without a valid patch test.

11. Group Bookings & Private Parties

• Group bookings require a 50% deposit, payable at least 2 weeks in advance.
• Each client must be booked individually and complete their own consultation form.
• An adult must be present for any group including clients under 14.

12. Age Restrictions

• Gel nail services: 16+
• Tinting services: 16+
• Laser treatments: 18+
• Intimate waxing: 18+
• General waxing: 13+
• Clients under 14 must be accompanied by a parent or guardian.

13. Treat Points

• Treat Points are earned on full-price services and products only.
• You earn 1 point for every £1 spent on full-price items.
• Points cannot be partially redeemed or used on discounted items unless stated.
• A service requires 14x the service value in points to redeem.

14. Privacy

• We respect your privacy and take the protection of your personal data seriously.
• All personal information is processed in line with our Privacy Policy and is never shared outside of the Mooeys organisation.
• To manage your booking effectively, we require a valid email address and phone number for all appointments. This allows us to contact you if we need to regarding your appointment, and send booking confirmations, reminders, and consultation forms.
• Unfortunately, we’re unable to take bookings without an email address and/or phone number.

15. Promotions & Games

Spin to Win (2025)

• Available Monday–Thursday only
• One spin per client, per visit
• Discounts apply to same-day treatments only
• Participation may be filmed for social media unless you opt out
• Mooeys reserves the right to withdraw prizes if unfair play is suspected

16. Dogs in Our Salons

We love your furry friends, but for health and safety reasons, pets are not permitted in treatment rooms. With professional equipment and hot wax in use, this helps keep everyone safe and comfortable.

17. Children in the Salon

Children are very welcome at Mooeys, and we love being a family-friendly space.

For everyone’s safety and enjoyment, children must be well behaved and supervised at all times. They are not permitted to run around the salon, play on furniture, or touch equipment. Our salons contain hot wax, electrical equipment, and trailing wires, which can be hazardous.

While we’re always happy to welcome little ones, we also need to be mindful of other clients enjoying their treatments and of our team while they work. Our team members are not childcare providers.

If you are having a treatment in a treatment room, your child will need to:

• Come into the treatment room with you, or
• Be responsible enough to sit quietly in the waiting area without supervision

Babies are always welcome, including crying babies, and all forms of baby feeding are warmly welcomed.

18.Keeping our space safe & inclusive for all