Terms & Conditions for Treatments
Project Pamper Ltd – Terms and Conditions for Treatments
Company Number: 16674059
Email: hello@projectpamper.co.uk
Website: www.projectpamper.co.uk
These Terms and Conditions form the basis of the agreement between you and Project Pamper Ltd (“we”, “us”, or “our”) for the provision of massage, nail, and wellness treatments (“treatments”). By booking a treatment, you agree to the following terms.
1. Bookings and Payments
• All bookings must be made via our secure online booking system.
• A deposit is required at the time of booking to secure your appointment. The remaining balance is payable on the day of your treatment.
• We accept all major credit and debit cards, Apple Pay, and Google Pay.
• Your appointment will be confirmed by email once your deposit payment has been received.
• No appointment will be secured without receipt of the required deposit.
2. Confirmation of Appointments
• Appointments are confirmed only upon receipt of your deposit payment.
• If payment is not received, your appointment will not be secured.
• We may contact you to verify details or reschedule if necessary, for example due to therapist availability or operational changes.
3. Cancellations and Rescheduling
The following cancellation terms apply to all bookings:
-
24 hours or more notice
If you cancel your appointment at least 24 hours before your scheduled time, your deposit will be fully refunded to your original payment method within 5–10 business days. -
Less than 24 hours notice
If you cancel within 24 hours of your appointment, your deposit will be forfeited. No additional charge will be made beyond the deposit amount already held. -
Within 1 hour or no-show
If you cancel with less than 1 hour’s notice, or do not attend your appointment without prior notice, Project Pamper Ltd reserves the right to charge 100% of the total booking value where valid card details are held on file. This applies regardless of the reason for non-attendance. -
Rescheduling
You may reschedule your appointment once without charge provided you give at least 48 hours notice. Rescheduling requests made within 24 hours of your appointment will be treated as a cancellation and your deposit will be forfeited.
These cancellation terms apply for any reason, including circumstances beyond your control. They are in place to ensure our therapists are fairly compensated for their time and that appointments remain available for all clients.
4. Late Arrivals and No-Shows
• We advise you to arrive at least 10 minutes before your scheduled appointment to allow time to prepare and complete your consultation form.
• If you arrive late for any reason, your treatment time may be reduced to avoid affecting subsequent clients, but the full treatment fee will still apply.
• Arrivals later than half of the scheduled treatment duration will be treated as a no-show and charged 100% of the total booking value where valid card details are held on file.
• We will attempt to contact you by phone if you have not arrived within 10 minutes of your appointment time.
• Where possible we will endeavour to carry out a shortened treatment within the remaining time, though this cannot be guaranteed and the full treatment price remains payable.
5. Health, Medical, and Safety Information
• All clients must complete a pre-treatment consultation form before each session.
• It is your responsibility to disclose any relevant medical conditions, allergies, injuries, or pregnancy.
• We reserve the right to refuse, postpone, or adapt any treatment if it is deemed unsafe or unsuitable based on the information provided.
• Clients who fail to disclose relevant medical information that subsequently results in an adverse reaction or injury do so at their own risk. Project Pamper Ltd accepts no liability in such circumstances.
• We reserve the right to require a GP letter of clearance before treating clients with certain medical conditions.
6. Pregnancy and Postnatal Treatments
• We do not currently offer treatments to clients who are pregnant. Please contact us before booking if you are in your postnatal period so we can advise on suitability.
• If you have had surgery (for example a C-section), you must wait at least eight weeks post-surgery and may be required to provide a GP or midwife consent letter.
7. Age Policy
• Clients under the age of 18 must be accompanied by a parent or legal guardian.
• Written consent must be provided before treatment.
• We reserve the right to refuse service if appropriate consent or supervision is not provided.
8. Professional Conduct and Client Behaviour
• We are committed to maintaining a safe, respectful, and inclusive environment for both clients and therapists.
• Any form of inappropriate behaviour, including aggression, harassment, or sexual remarks, will result in immediate termination of the session without refund and may result in permanent refusal of service.
9. Therapist Requests and Substitutions
• You may request a specific therapist at the time of booking, and we will do our best to accommodate your preference.
• However, therapist availability cannot be guaranteed.
• In the event that your requested therapist is unavailable due to illness or other unforeseen circumstances, we will notify you as soon as possible and offer an alternative therapist or the option to reschedule.
• All of our therapists are fully qualified, insured, and trained to deliver consistent, professional care.
10. Hygiene and Safety Standards
• We follow strict hygiene and sanitisation protocols.
• All tools and equipment are sterilised between clients or are single-use and disposed of responsibly.
• Clients with contagious skin, nail, or fungal conditions may be refused treatment to protect client and staff safety.
11. Accessibility and Adjustments
• We aim to make our services accessible and inclusive for all clients.
• Please contact us in advance if you have any accessibility needs, mobility issues, or specific adjustments we can make to support your comfort and wellbeing.
12. Insurance and Professional Standards
• Project Pamper Ltd is fully insured for all treatments provided.
• Evidence of insurance and therapist qualifications is available upon request.
13. Personal Belongings and Liability
• Please keep personal belongings with you at all times.
• We do not accept responsibility for the loss or damage of personal items while on our premises.
• Our total liability for any claim is limited to the amount paid for your treatment.
• Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
14. Governing Law and Jurisdiction
• These Terms and Conditions are governed by the laws of England and Wales.
• Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Gratuity
• All gratuities (tips) go directly to your therapist as a token of appreciation for their service.
• For couples’ treatments, any tips received are split equally between the two therapists.
• For group or package treatments involving more than two therapists, gratuities will be divided equally among all therapists involved.
16. Gift Vouchers
• Gift vouchers are valid for 12 months from the date of purchase.
• Gift vouchers are non-refundable, non-transferable, and cannot be exchanged for cash.
• They may be used against any treatment or package of equal or greater value.
• Lost or stolen vouchers cannot be replaced.
17. Photographs and Marketing
• We may occasionally photograph completed nail treatments or anonymised treatment settings for use on our social media channels and website.
• We will always ask for your explicit verbal consent before taking any photograph.
• You may withdraw consent at any time by contacting us at hello@projectpamper.co.uk.
• We will never photograph clients’ faces or identifying features without express written consent.
18. Force Majeure
Project Pamper Ltd shall not be liable for any failure to provide treatments due to circumstances beyond our reasonable control, including but not limited to extreme weather events, government-mandated closures, utility failures, or illness affecting multiple staff members simultaneously. In such circumstances we will offer a reschedule at no charge or a full refund of any deposit paid.
19. Privacy and Data Protection
We take your privacy and the protection of your personal data seriously. All personal and health information collected through consultation forms or our booking system is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
• Your data is used only for the purposes of providing safe and effective treatments, managing appointments, and complying with legal and insurance requirements.
• We do not share your data with third parties except where required by law or with your explicit consent.
• Consultation forms and client records are stored securely and retained for the period required by our insurers, typically seven years.
• CCTV recordings, where applicable, are retained for 30 days in line with ICO guidance.
• You have the right to access, amend, or request deletion of your personal data at any time by contacting us at hello@projectpamper.co.uk.
• For information about how we use cookies on our website, please see our Privacy Policy at www.projectpamper.co.uk/privacypolicy.
By submitting your personal information and booking a treatment, you consent to our use of your data in accordance with this Privacy and Data Protection policy.
By booking a treatment with Project Pamper Ltd, you confirm that you have read, understood, and agree to these Terms and Conditions.