The Farmhouse Sanctuary Booking and Cancellation Policy’s
At the Farmhouse Sanctuary, we are dedicated to providing a relaxing experience for all our clients, while ensuring efficient operations for our business. Please take a moment to review our updated booking, cancellation, and late arrival policies.
Booking Policy
The easiest way to book your treatments is via our free downloadable app (please search ‘The Farmhouse Sanctuary’ in your app store) or our online booking system, available 24/7. This platform allows you to view our treatment menu, and check availability with ease. You will receive a confirmation email once your appointment is successfully booked. Alternatively, you may book by calling us at 02392 597751 opt 1. If we are assisting other clients or The Farmhouse is closed, please leave a message with your contact details, and we will get back to you as soon as possible.
Booking Fee
A 100% non-refundable booking fee is required to secure all Farmhouse appointments, whether booked online or by phone. 100% non-refundable booking fee is required to secure all Spa / Spa & Treatment package’s. These fee’s will be deducted from the final treatment bill. Failure to pay at the time of booking will result in the appointment not being reserved until payment is made.
Please note: Bookings cannot be rescheduled or cancelled online or via the app within 72 hours of your appointment. For any amendments within this timeframe, please contact us by phone 02392 597751 option 1, our cancellation and rescheduling policies will apply. Be aware that fees may be incurred as outlined below. Gift voucher holders must provide their voucher number when booking, and the value of the voucher will be applied towards the booking fee, the same terms & conditions apply when using a gift voucher. Vouchers cannot be used to pay the booking fee online at this time. To redeem a voucher, please call us at 02392 597751 (option 1) to arrange your booking. Please note, we do not offer refunds on booking fees if an appointment is made online and a voucher is later presented for payment.
*Please note, The Farmhouse Sanctuary Vouchers cannot be used for partners, this includes Summers & Co Hair Boutique, Acucare Acupuncture*
Cancellations, Reschedules, and Adjustments
We understand that plans change, and we request 72 hours’ notice for any cancellations, adjustments, or rescheduling of appointments. Please note: Bookings cannot be rescheduled or cancelled online or via the app within 72 hours of your appointment. For any amendments within this timeframe, please contact us by phone 02392 597751 option 1, our cancellation and rescheduling policies will apply. Be aware that fees may be incurred as outlined below.
Please be aware of our booking, cancellation / rescheduling policy’s below.
When cancellations or rescheduling of appointments are:
– Over 72 hours’ notice: Appointments can be cancelled with a booking fee refund or rescheduled online or via The Farmhouse.
– Spa bookings are non-refundable and can only be rescheduled when over 72 hours’ notice is given.
– Between 72-48 hours’ notice: No charge to reschedule, your booking fee will be rescheduled to your next appointment; a refund is not available.
– Between 48-24 hours’ notice: A 50% charge of the total treatment cost will apply (your booking fee will be retained).
– Less than 24 hours’ notice or same-day cancellations / no-shows: 100% of the treatment cost will be charged, including for missed appointments or non-arrivals. – In cases where part of your booking is cancelled or amended (e.g., only receiving part of the booked treatment), the same charges will apply per treatment. – For group bookings of more than 1 person or treatments totalling 90 minutes or over: 100% of the booking is required at the time of booking. Cancellations within 72 hours of the booking will result in the full payment being forfeited, and no credit or refund will be given.
– If you fail to show up for an appointment twice within a 12 month period, we will require 100% prepayment for any future bookings. If you cancel or no-show again, 100% of the treatment cost will be retained, and no refunds or credits will be issued.
Gift Voucher’s
- Voucher Redemption: Gift voucher holders must provide their voucher number at the time of booking. The value of the voucher will be applied towards the booking fee. Standard terms and conditions apply when using a gift voucher.
- Online Bookings: Vouchers cannot be used to pay the booking fee online. To redeem a voucher, please call us at 02392 597751 (option 1) to arrange your booking. Please note, refunds are not available for booking fees if an appointment is made online and a voucher is later presented for payment.
- Partner Services: The Farmhouse Sanctuary gift vouchers cannot be used for services with our partners, including:
- Summers & Co Hair Boutique
- AcuCare Acupuncture
Late Arrivals
Please arrive 5 minutes prior to your scheduled treatment to allow time for any necessary consultation forms. These forms can be completed online before your arrival to ensure we start promptly. If you are running late, we will do our best to accommodate you, but treatments may need to be shortened to avoid impacting other clients. If you are more than 10 minutes late, we may have to reschedule your appointment, and 50% of the treatment cost will be charged. For appointments where rescheduling is not possible, 100% of the treatment cost will be charged.
Right to Refuse Service
We reserve the right to refuse service to anyone who: – Appears to be under the influence of drugs or alcohol. – Displays behaviour that makes our staff uncomfortable, disrespected, or intimidated. – Presents with a medical condition that poses a contraindication for the booked treatment. – Is not the required age for a particular treatment. If an alternative treatment is available, our therapists will discuss your options with you.
Children on the Premises
For safety reasons, we do not allow children under the age of 18 on the premises.
Medical Considerations and Patch Testing
Please inform us of any medical conditions or medications during your consultation. Certain treatments may require adjustments based on your health history. For any tinting or lash lift treatments, a patch test is mandatory 24 hours before your appointment, even if you’ve had similar treatments elsewhere. Failure to complete the patch test will result in the cancellation of the treatment and charges will apply.
Illness
If you are feeling unwell or have a contagious illness (including testing positive for COVID-19), please call us to reschedule your appointment at your earliest convenience to protect both staff and other clients. Our standard cancellation policy applies.
Complaints Procedure
We strive for excellence in all our services. If you are unsatisfied or have feedback for improvement, please contact Naomi: info@thefarmhousesanctuary.co.uk or complete our Feedback / complaints contact form so we can address your concerns and ensure better service in the future. Thank you for your understanding and cooperation. These policies are in place to ensure a seamless experience for all our clients and staff at The Farmhouse Sanctuary Salon Spa Wellness Retreat.
Spa Policies & Guidelines
To ensure the health, safety and environment, and enjoyment of all our guests, we kindly ask that you observe the following:*
– Smoke & vape-free environment: For the comfort and well-being of
everyone, our premises are strictly smoke and vape-free
– Food & drink policy: We do not permit outside food or drinks.
However, we are delighted to offer complimentary drinks, and an
additional menu of beverages, light bites and afternoon tea is
available for you to purchase
– Work-free zone: To maintain the relaxing atmosphere of our spa,
laptops and work-related activities are not allowed in the spa areas.
For those who need a dedicated workspace, our private work pods
are available to hire.
– Your buzzer given to you on arrival is to help you manage your time during your visit. Your buzzer will gently alert you 30 minutes before your spa session ends to ensure you have enough time to shower and prepare to leave.
– For your safety and security we operate a CCTV system in all
communal areas.
– We reserve the right to close or restrict facility access due to
maintenance or other issues without prior notice.
Thank you for understanding and helping us uphold our 5* hygiene.
Spa Session Rescheduling Policy
If you wish to reschedule your spa session, you must provide your new preferred date and time at the time of rescheduling. The new booking must be within 6 months of your original appointment date.
Please note:
– A maximum of two reschedules is permitted per booking.
– If your session includes multiple guests, you must confirm all new dates and times at least 72 hours prior to your appointment.
– If we do not receive your confirmed new date(s) and time(s) within 72 hours of your booking, this will be considered under 72 hours’ notice, and 100% charges will apply, regardless of your intention to reschedule.