Friends & Family
We understand that you may wish to bring friends or family with you when you attend your appointment. Please understand that due to our insurance we do not allow anyone but the therapist and client being treated in the treatment room, they are more than welcome to wait in the reception area for you
This includes children of all ages
While we understand this can be frustrating it is a safety issue for both us and your child. Please ensure you have childcare arranged prior to your appointment, if we have to reschedule on the day you will be liable for the cancellation fee.
We are based above a hairdressers the door may be locked when you arrive, if we are upstairs or at the back of the salon for safety reasons, please bear this in mind when you arrive and arrive with plenty of time. We stick to a strict timescale we request that all clients arrive at least 5 minutes before your treatment and new clients arrive 10 minutes early to fill out our client details form.
Please be aware that if you attend your appointment late we may need to reschedule to a more suitable time, we can only wait a maximum of 10 mins after your appointment time to be able to start your appointment. Any longer than this and we will have to reschedule and you will be liable for the cancellation fee.
Please be patient with us and Kai Kos staff when you arrive if the door is locked, we know you may be waiting and always try our hardest to run to time and so will be there to let you in at your appointment time. We will always let you know if we are not able to make your appointment and will do our best to let you know if we are running behind
Cancellation Policy *Please note the new COVID-19 Cancellation Policy is currently over-ruling this policy*
We request that you give at least 24 hours’ notice if you need to cancel any appointments, this not only allows us to reschedule your appointment to a more suitable time but allows us to offer this appointment to other clients. If you have booked your appointment online you will receive a link via email that will allow you to reschedule this over 24 hours before your treatment time.
The 24 hour cancellation policy starts 24 hours prior to the time of your appointment.
We will also require a late cancellation/no show fee, this will be up to 100% of the total of your booking. If you cancel or rearrange the day prior to your appointment but under 24 hours notice you will be charged 50%, if you cancel on the day of your appointment or do not attend you will be charged 100% of your booking total.
For example if your appointment is at 3pm on Thursday
- If you cancel on Tuesday which is over 24 hours notice you will not be charged
- If you cancel at 5pm on Wednesday you will be charged 50%
- If you cancel at 10am on Thursday or do not attend you will be charged 100%
An invoice will be sent to you via email or text, this payment must be paid in full before any future bookings can be made.
If you do not attend or cancel late three times or more we will require a 100% booking fee of the value of the treatment at time of booking for every future booking to secure your appointment time.
If you request to reschedule your appointment via email or text please remember to include dates and times that you are available. If appointments aren't moved within 24 hours you will be liable for the cancellation fee. A reminder text and email will be sent out 2 days prior to your appointment. Any amendments must be made over 24 hours prior to your appointment or you will be charged for original booking.
- if you book for 2 treatments and only need one when you arrive you will still be charged for both
- if you arrive with plain nails but have booked for a soak off and reapplication you will still be charged for the soak off.
If you require any additional services, such as repairs with your PolyGel infills, you must let us know as soon as you realise you need them as we may need to reschedule. If we have to reschedule on the day or under 24 hours you will be liable for the cancellation fee or may need to return for us to complete the additional service.
If you are a new client to us you will be required to make a booking fee payment of 50% of your booking total. This will secure your appointment and be taken as full or part payment for any late cancellations, under 24 hours, as per our cancellation policy.
If you are booking as part of a group you will be required to make a booking fee payment determined by the amount of time your booking takes. Again this will secure your appointment and be taken as full or part payment for any late cancellations, as confirmed on an individual basis, as per our cancellation policy.
We will discuss your cancellation term limits when we confirm your booking
In both instances we will send you a link to your email address to make this payment online using a card. This is not automated so there may be a delay between when you book and when you receive your payment link
Failure to make this payment may result in your appointment being cancelled automatically without warning
Some treatments may require a patch test to be done at prior to your first treatment, even if you have had the treatment done previously elsewhere. This will also be required if it has been over 12 months since your last treatment.
- Tinting - min 24 hours prior
- LVL Lash Lift - 2-7 days prior
- Skin Resurfacers and Peels - min 24 hours prior
- Topical Aesthetic - min 48 hours prior
There are no exceptions, even if you have had the treatment elsewhere you will still need to be patch tested where it is needed. You can request a new patch test prior to each appointment if you would like to.
This is a legal requirement.
Due to our insurance we do have some treatment restrictions that we must abide by. These are listed below. Should you have any further questions please do not hesitate to contact us directly.
During the first 12 weeks of pregnancy we cannot offer you any treatments.
After 12 weeks we can then offer you most of our regular treatments, below you will find a list of treatments that we either cannot offer or have stipulations
Nail services – we can offer both gel polish and nail extension treatments to you, and the extra luxury service if you should wish. However, we cannot provide any massage as part of the luxury service, we will adjust the treatments accordingly per each individual
Tinting – after 12 weeks we can perform this treatment providing you have a new patch test. We also require you to have a new patch test after birth and after you have finished breast-feeding if this is applicable to you
LVL Lash Lift – we cannot perform this treatment until you are no longer pregnant and have finished breast-feeding if this is applicable to you
Massage – we cannot perform any massage treatments during pregnancy, this includes as part of other treatments (much as facials, pedicures etc) in this case we will adjust the treatments accordingly per each individual.
Skin treatments – we can only perform our refresher facial (as this has no massage) during pregnancy, any other facials can only be offered once you are no longer pregnant, any advanced skin treatments such as peels, micro-needling or Caci are best left until you have finished breast-feeding if this is applicable
If you are under 18 you cannot have our full range of treatments. Please see the list below as to which treatments you can have. You will also need to get a parental consent form signed prior to any treatment, we will provide, if you are under 16 you will also need a parent or guardian present throughout your treatment.
Manicures and pedicures (with gel polish)
Lash and brow tinting
Waxing (excluding intimate bikini waxing)
You can have all of the above treatments plus:
Intimate bikini waxing
LVL Lash Lift
You are not allowed to have the following treatments:
Skin resurfacers and peels
Advanced facials (such as Celluma LED, microdermabrasion etc)
Unfortunately, once you have been diagnosed, we are not able to offer you any treatments, this includes currently undergoing chemotherapy or radiotherapy. Once you have finished your treatment, or up to 5 years after you have finished treatment, we can then offer you most of our regular treatments with medical consent; we will provide you with a form to be signed as we are aware some places charge, this will have to be signed by your GP or Oncologist.
With regards to skin cancer, again we cannot offer you any treatments until you have completed all treatments (whether this is removal, topical treatments) and any wounds have fully healed. You will then also need a medical consent form to be signed by your GP or Oncologist.
Most of our skin treatments have specific rules about when you can have/if you can have treatments so please check with us.
Refund and Exchanges
Please be aware that we only offer refunds on treatments 7 days after initial purchase, we do not offer refunds on any products, however we will be happy offer you an exchange. We will asses treatment exchanges on an individual basis. This does not affect your statutory rights.
All payments for treatments must be made in full upon completion of your treatment. We accept all major credit and debit cards including American Express and cash. If you are using a gift voucher please bring this with you to your appointment.
All pre-treatment online payments must be received within 48 hours of the invoice being made, if payments are not made within this time the invoice and appointment booking will be automatically cancelled and you will need to contact us to rebook another appointment for you.
If you are a new client making a New Client Booking Fee or making a Booking Fee payment for a large/block booking and you have not made the payment within this time your appointment will be automatically cancelled and released for online booking.
All product orders will be done on Wednesdays, and must be paid for in full on the day of purchase/order. All invoices paid online to order/reserve products to collect at a later date must be paid within 48 hours of the invoice date or products will be released for sale.
If you require products to be posted please note we will add postage payment to your invoice and these will be posted on Mondays only.
We cannot be responsible for any personal property you bring to the salon. A small bowl will be provided for you to keep any personal items, such as clothes, jewellery mobile phone, during your treatment.
Please ensure you retrieve all your valuables before leaving the salon.
We politely ask that once you enter the salon your mobile phone is placed on silent or turned off and during treatment is, placed in view if preferred, not touched, especially during nail treatments.
his ensures that you are not distracted and I can guarantee the outcome of your service
We hope that you are happy with the treatments and products from Orchid Beauty Spa. However, if you are unhappy in any way please do not hesitate to contact us straight away so we can rectify any problems as soon as they occur