Frequently Asked Questions

Kindly review our salon policy below. Please note that by booking an appointment you are accepting the terms and conditions of our salon policy

REVIEWS - any feedback regarding your treatments is greatly appreciated. You may be prompted via the booking app for feedback, otherwise any feedback received via Facebook or Google are very gratefully received (even if you find that you need to leave negative feedback - this will prompt us to learn to improve our services for you 

BOOKINGS - if you request a booking (via any mode) please be aware that your appointment IS NOT confirmed until you have received confirmation of this & your booking fee has been paid. 

• For bookings with therapists with a booking system, a confirmation email will be sent to you once your appointment has been accepted

• For therapists without a booking system, separate communication will be made directly between yourself and the therapist.

• A booking fee is payable at the time of booking via the app or you will be sent a payment link requesting payment.  Please ensure that this payment is made promptly as this will form part of the final steps to secure your appointment. 

Cassini runs on an appointment based system, these appointments go on a first-come-first-served basis. We cannot hold appointments so we advise that you book your appointment in advance to avoid disappointment. 

​

December appointments - bookings fees are not refundable for any December bookings - please see our social media pages for details. Booking fees must be paid by 30th November to secure your December appointments

DUO TREATMENTS, PACKAGES/COURSES - All duo, packages and courses MUST be paid for in advance, to secure the booking (non-refundable deposit).  We do ask for a minimum of 48 hours cancellation.  If the treatment packages are cancelled within this time, this will incur a cancellation fee of 50% of the total package cost.  If the treatment is cancelled on the day we reserve the right to charge you for the full amount.

If you decide to cancel a package/course part way through the time scale allocated, 50% of the remaining package/course will be charged after the treatments taken have been deducted

APPOINTMENT TIMES - All timings shown throughout the site and on other marketing material refer to appointment times and not treatment times. Treatment time includes arrival, consultation, dressing time, treatment time and post consultation

ARRIVING AT THE SALON - Please arrive at the salon a couple of minutes prior to your appointment time.  Arriving late will reduce your appointment time as each session will be required to finish on time as a courtesy to the next client.  We fully understand that sometimes being late is outside of your control.  If you are running late please contact the salon as soon as possible (01384 671234 or 07935 892591) to allow your therapist to advise the best course of action. We will always do our best to accommodate late arrivals (within 10 mins after your appointment time) by performing the most complete treatment possible in the time remaining.  

Unfortunately arriving 10 minutes after the scheduled time of your appointment will result in the cancellation of your appointment AND our cancellation policy will apply

If you have a gift voucher and do not show up for your treatment or cancel less than 48hours before your treatment time, you will forfeit your voucher

We recommend that you plan ahead for your visit to our salon

Please note that if we are in treatments, we will not leave our client to answer the telephone so answer phone or text messages will be dealt with as soon as possible

TREATMENT AFTERCARE - Please refer to any aftercare for all services on the treatment aftercare issued to you after your treatment. Your therapist will forward this to you directly.  Following aftercare will ensure that you maintain the best results. Results will differ from client to client.  Further treatments may be required to achieve the realistic results explained in your consultation

PAYMENT FOR YOUR TREATMENT - We accept cash and all major credit/debit cards, we do not accept cheques.  Bookings will require a booking fee or full payment which are payable at the time of booking. Your therapist will forward details of this to you at the time of booking. Confirmation of your appointment will be final after the booking fee is received. This payment will be deducted from your final payment following your treatment

VOUCHERS - Vouchers can be purchased for any amount and are valid for one year from the purchase date.  Once past this date, vouchers will no longer be accepted in the salon.  

• Vouchers can also be used to purchase products from Cassini.

• Vouchers are non-transferable, exchangeable or refundable

• We accept no responsibility for lost, damaged or stolen vouchers

• When booking a treatment with a voucher, please state the voucher number and bring the voucher with you to produce prior to your treatment. Failure to do so will result in full payment of the treatment.

• If a booking is made with a voucher and the appointment is missed, the voucher will become invalid.

• Vouchers can be used as part payment (change will not be given for any difference in cost) 

CANCELLATIONS - Please understand that as a salon, we run on an appointment basis.  When a client cancels late or misses appointments this costs the salon/therapist financially.  We do appreciate that things do happen, so we do ask you to notify the salon as soon as possible (via message or telephone 01384 671234 or 07935 892591) 

If you miss an appointment or cancel within 48hours of your allotted treatment time, the booking fee paid by yourself will not be refunded & the remainder of the treatment charge may be payable. We will contact you to notify you on the missed appointment. We do forward reminder emails to remind you of your appointment beforehand. However, please note that you are responsible to remember your appointment.  If you miss 3 appointments, we will require full payment in advance for any future bookings you wish to make. This would not be refundable if you should miss or need to cancel that appointment. We do appreciate your custom and also appreciate that our time is precious. You can reschedule an appointment if you do this more than 48hours of your original appointment The booking fee paid will then be transferred to the new booking

REFUND POLICY / PRODUCTS - At Cassini all our products are sold as brand new and for personal use only.  We cannot give refunds on any products sold due to health and safety reasons.  If there is a fault with the product please contact Cassini immediately and we will endeavour to find a solution

REFUND POLICY / SERVICES - At Cassini all of our treatments are carried out by qualified therapists.  If you have had a treatment that you are unsatisfied with please contact the salon immediately (photographic evidence may be asked for) We cannot give refunds on any treatments but we will look into your concerns immediately.  Please raise your concern with the therapist during your appointment time.  They will listen carefully to your concerns and do what they can to correct any problems.  All concerns must be raised either immediately after your treatment or within 48hrs after your appointment. 

NOISE AND MOBILE PHONES - We pride ourselves that our salon environment is one of tranquillity and relaxation.  Please respect all salon guests' right to privacy and serenity.  Please maintain conversations at a considerate volume in all treatment areas. Please keep mobile phones on vibrate or silent (or turned off) afterall, you wouldn’t want to be disturbed by your own phone ringing during your relaxation period

WEBSITE INFORMATION AND PRICING - Whilst we endeavour to ensure that the information on the website is correct, we do not warrant its completeness or accuracy, nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.  

From time to time we add new/remove treatments from our menu.  Please check with the salon or our booking systems for treatment updates and prices.  Prices and treatments may change

EMAIL SIGN UP FORMS - The sole purpose of the email sign up form is to collect your email address to use for booking purposes, reminders and client contact information. We do not sell or forward your information and any information is kept strictly confidential, in line with GDPR. By subscribing to our emails, you are agreeing to our terms and conditions and have agreed to allow us to store your information securely and also allow Cassini to contact you regarding any salon news, information, offers and bookings. You can unsubscribe to this at any time

CLIENT CONSULTATIONS FORMS - All new clients will be requested to complete a client consultation form before our therapists can perform any treatments on you.  Failure to do so will result in us refusing to perform your treatments.  Please advise us of any health conditions, allergies, or injuries which could affect your service when completing this form. It is your responsibility to let us know of any changes in your circumstances before your treatment goes ahead.  We also have the right to ask you to check your personal information before each appointment in case you have forgotten to advise accordingly. Personal details taken from clients during consultations are protected under the Data Protection Act

PATCH TESTING - Patch testing is required for certain treatments and must be completed before your appointment.  We reserve the right to refuse any treatment that requires a patch test if it has not been completed 24/48hours prior to your appointment.  Failure to complete a patch test before your appointment may result in cancellation and our cancellation policy will apply 

AGE RESTRICTIONS - You must be 18yrs or over to receive treatments unless parental consent is given.  We reserve the right to refuse performing treatments on any guest who is under the age of consent

CLEANLINESS - In keeping with out commitment to cleanliness safety and hygiene, our equipment is sterilised and sanitised after every service and treatment

LOSS OF DAMAGE OF PERSONAL ITEMS - We regret that we cannot be held responsible for any loss or damage of personal items at the salon.  Please keep your personal belongings with you at all times

THERAPIST/STAFF ILLNESS - Unfortunately we may have to cancel your appointment due to therapist illness and emergency. Please rest assured that in such events our first option will be to move your appointment to another therapist on the same day. In the case that we cannot reschedule your appointment, we will have to cancel and rebook you for another day. We will notify you as soon as we can if we need to cancel appointments

THERAPISTS - All therapists at Cassini are currently self employed, therefore all bookings will need to be made directly through the individual therapist.  Their terms and conditions may vary so please be vigilant of this. Any queries regarding their treatments may be able to be answered in the salon, although you may be directed to them for clarification.  Any complaints can be made to Cassini but will be directed to the individual therapists and/or their insurers should the complaint need to be dealt with further

GRATUITY - Our prices do not include gratuity. A gratuity is especially appreciated.

Thank you for understanding