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Staffordshire's Leading Award Winning Clinic

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Clinic Policy

Welcome to Bespoke Skin Clinic.

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


At Bespoke Skin Clinic we take our service standards seriously. We will provide you with a guaranteed level of service to meet and exceed your expectations. Any feedback regarding your treatments should be made in the first instance to the receptionist before you leave the salon so that it can be resolved at the time. Complaints which cannot be resolved there and then should be notified in email to the Salon Manager and sent to Any issues should be sent to us within 7 days, preferably with photographic evidence. We request prompt feedback, so we can handle any issues in a quick and efficient manner. Any issues brought to attention after 7 days of your visit will prove difficult to resolve.


If you are new to the Clinic please arrive 15 minutes before your appointment time. This will give you plenty of time to check in, use the restroom, and fill out the compulsory New Client Questionnaire at reception.. Arriving late will deprive you of precious appointment minutes as each session will be finished exactly on time as a courtesy to the next client.
We fully understand that sometimes being late is outside of your control. We will always do our best to accommodate late arrivals (within 5 minutes after your appointment) by performing the most complete treatment possible in the time remaining. Unfortunately, arriving 15 minutes after the scheduled time of your appointment will result in full charges (equivalent deductions from gift vouchers) . If you have a gift voucher and do not show up for your treatment or cancel LESS than 24 hours before your treatment time, you will forfeit your voucher.
We recommend that you plan ahead for your visit to our salon. We’ll be happy to answer any questions you may have about our location, parking, and travel options.


When booking by phone, you might be asked to provide a valid credit or debit card number to prepay for your appointment. This will depend on the service being booked. Should you wish to cancel your appointment please give us 24 hours notice and we will keep your prepayment on account for you to use on your next visit. Cancellations made with less that 24 hours notice or no shows will be liable to the full amount of the service.


If you need to cancel your appointment, please call or email the salon at least 24 hours in advance. Since we turn away other clients to hold your reservation, any cancellations with less than 24 hour’s notice will result in full charges on your credit card or deduction from gift vouchers.


At Bespoke Skin Clinic we strive to provide the highest standards of treatments and services. If you have any product concerns, please return the product and we will look into your concerns immediately.


At Bespoke Skin Clinic all our treatments are carried out by qualified therapists. If you have had a treatment that you are dissatisfied with please tell the receptionist before you leave the salon. We will look into your concerns immediately.


All timings shown throughout the site and on other marketing material refer to appointment times and not treatment times.


We realize that sometimes a sudden illness can prevent you from giving 24 hours cancellation notice (48 hours for groups). In this instance, you will be only be charged only 50% of your total service (equivalent deduction from a gift voucher). This money is used to compensate your therapist, who set aside her valuable time for your appointment.


Our salon environment is one of relaxation. Please respect all our guests’ right to privacy and serenity. Please maintain conversations at a considerate volume in all treatment areas. Mobile phones must be kept silent or turned off when you are in the treatment rooms.


For health and safety reasons and in order to maintain a peaceful, relaxing environment for all of our clients we kindly ask that children (under the age of 11) are not brought into the salon.
All new clients will be requested to complete a Client Consultation form before our therapists can perform any treatments on you. Failure to do 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 reserve the right to ask you to complete the Client Consultation every 6 months so that we can update our records.


During your Client consultation the therapists will recommend products to help with your skin concerns. Please advise us of any allergies, which may affect your treatment. Our therapists will only recommend products which are suitable for your concern. All our products work in conjunction with our treatments. If your home care products are not the ones recommended by the salon, then we can not cover any problems or reactions you may occur. It is your responsibility to advise us if you have stopped using our recommended products.


You must be 16 or over to receive massage treatments. For all other treatments you will require parental consent. We reserve the right to refuse performing treatments on any guest who is under the age of consent. We would recommend that any client under the age of 16 should be accompanied by an adult.


In keeping with our commitment to cleanliness, safety and hygiene, our equipment is sterilized and sanitized after every service and treatment.


We regret that we cannot be responsible for any loss or damage of personal items at the salon. Please keep your personal belongings with you at all times.


Unfortunately we might have to cancel your appointments due to therapist/staff 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 that can accommodate your treatment. In the case that we cannot reschedule your appointment in the same day we will have to cancel your appointment and rebook you for another day. We will notify you as soon as we can if we need to cancel your appointment.


We accept cash and all major credit cards, except AMEX. We do not accept cheques.


Our prices do not include gratuity. A cash gratuity is especially appreciated. We cannot accept gratuity payments by card.
Thank you for your understanding.