Policies

Cancellation & deposits policy

Last reviewed June 2026

We want every appointment to go smoothly for you — and to be fair to other clients waiting for a place. This policy explains the small deposit we ask for when you book, and what happens if you need to change or cancel.

Booking deposit

To secure your appointment we ask for a 10% deposit at the time of booking. This is deducted from the cost of your treatment on the day — it is not an additional charge.

Why we ask for it

Some of our consultation-led treatments use products that are prepared or ordered specifically for you, following your consultation. Once they have been ordered for you they cannot be used for anyone else, so a missed appointment means they simply go to waste — along with their cost. A deposit lets us order what you need with confidence, and protects against that waste.

Rearranging your appointment

Plans change — that is completely fine. If you let us know at least 48 hours before your appointment, we will move your deposit straight over to your new date.

Late cancellations and missed appointments

Where products have already been prepared or ordered for you, your deposit may be non-refundable if you cancel with less than 48 hours' notice or do not attend, as those products will already have been ordered on your behalf and cannot be reused. We only ever retain a deposit to cover costs we have genuinely already incurred on your behalf.

How your deposit is paid

Deposits are taken by card over the phone when you book. This website does not take payments.

Questions

If anything here is unclear, please call us on 07919 710070 or email hello@eluminae.co.uk before booking and we will be glad to help.