These Booking Terms & Conditions apply to every appointment booked with Features Beauty (Features Beauty Sussex Ltd, Company No. 13304246). By booking an appointment with us, you confirm that you have read, understood and agreed to the terms below.
Patch Testing Policy
To ensure your safety and remain compliant with insurance and manufacturer guidelines, a patch test is required before certain treatments if:
- You are a new client
- You have not had the treatment with us before
- It has been 6+ months since your last appointment
- You have experienced any health or medication changes since your last appointment
Patch Test Timeframes
- Standard treatments (e.g. lash lift, brow lamination, tinting): minimum 48 hours before your appointment
- PMU treatments (e.g. permanent makeup pigments): minimum 7 days before your appointment
Booking a Patch Test
Please book your patch test online. If you are unable to visit the salon, please contact us at least:
- 5 days before your appointment for standard treatments
- 14 days before your appointment for PMU
We may be able to post a patch test kit to you.
Important: If a required patch test has not been completed within the required timeframe, your appointment cannot proceed and will be treated as a late cancellation.
Lash Extension Patch Tests
Patch testing for lash extensions is no longer mandatory and is optional. If you would still like a patch test, please book this online prior to your appointment.
Cancellation Policy
We understand that plans can change. If you need to cancel or amend your appointment, we kindly ask for as much notice as possible.
How to Cancel
All cancellations or appointment changes must be made by telephone only: 01323 379716
Please note: messages sent via social media, WhatsApp or email are not accepted as cancellation notice, as they may not be seen in time.
Cancellation Charges
- 48 hours’ notice – 50% of the appointment value (appointments over 2 hours)
- 24 hours’ notice – 50% of the appointment value (appointments under 2 hours)
- 12 hours or less – 100% of the appointment value (all appointments)
Cancellation fees are capped at:
- £30 for standard appointments
- £70 for PMU appointments
No-Shows
Failure to attend your appointment without notice will result in a 100% charge of the appointment value. As no-shows give us no opportunity to refill the appointment space, exceptions cannot be made.
In some circumstances, if your appointment space is successfully rebooked, we may choose to credit your cancellation fee (excluding the non-refundable deposit) to your account for future use. This is entirely at management discretion and is not guaranteed.
Late Arrivals
If you are running late, please contact the salon as soon as possible. We allow a 15-minute grace period. After this time, your appointment may need to be shortened or may be treated as a missed appointment to avoid delays for other clients.
Outstanding Balances
Any unpaid cancellation fees or charges must be cleared before future bookings can be made. Repeated late cancellations or missed appointments may result in full prepayment being required for future bookings.
Treatment Changes
If you wish to change your treatment or appointment duration, please notify us at least 48 hours in advance. Changes made on the day to a shorter or lower-priced treatment may still be charged at the original booking value.
Deposits & Card Details
A 25% non-refundable deposit is required to secure all appointments.
Deposits
- Deposits are deducted from your final appointment total
- Deposits become non-refundable after 24 hours from the time of booking
- Deposits may be transferred to a future appointment if sufficient notice is provided in line with our cancellation policy
- If a cancellation fee is incurred, a new deposit will be required to secure another booking
Stored Card Details
When providing payment details, your card information is securely stored through our payment provider. No salon staff have access to your card details.
Your stored card may be charged in accordance with our booking and cancellation policies.
If payment cannot be successfully processed, your account may be temporarily restricted until outstanding balances are cleared.
Payment Links
If a payment link is sent to secure your booking, this must be completed within 24 hours of receipt. If payment is not received within this timeframe, the appointment will be automatically cancelled.
Payment links securely capture and store card details in line with our booking and cancellation policy.
Appointment Policy
Booking Correct Services
When booking online, please ensure you select the correct treatment(s) and add all required extras, including:
- Nail art
- French finish
- Gel removal from another salon
- Additional time-based upgrades
Unfortunately, we may not always be able to accommodate additional services on the day if they have not been booked in advance. If booking by phone, please ensure all treatments and extras are discussed at the time of booking.
Salon Environment
To maintain a calm and professional environment for all clients, we kindly ask that food, children and pets are not brought to appointments unless agreed with us in advance.
Due to hygiene and licensing regulations, pets are strictly prohibited in treatment rooms at all times, particularly within PMU and tattooing areas.
Consultation Forms
A consultation form must be completed prior to your appointment. These forms are sent automatically via email – please check your junk or spam folder if you have not received yours.
Consultation forms are a legal and insurance requirement. Treatments cannot proceed without a completed consultation form.
Your consultation forms will also include consent preferences relating to photography, videography and marketing usage. Consent can be updated or withdrawn by contacting the salon prior to publication.
Right to Refuse Treatment
Features Beauty reserves the right to refuse or discontinue treatment where we believe it is unsafe, inappropriate, unsuitable, or not in the best interests of the client. This includes but is not limited to:
- Contraindications
- Failure to follow pre-treatment requirements
- Inappropriate behaviour
- Suspected intoxication
- Late arrival
- Patch testing requirements not being met
In these circumstances, cancellation charges may still apply.
Independent Contractors
Some practitioners operating within Features Beauty work as independent businesses.
Where appointments are booked through the Features Beauty booking system, Features Beauty booking policies, cancellation terms and operational procedures will apply.
Some independent practitioners may operate their own separate booking systems and policies. Where this is the case, bookings, payments, cancellations, complaints and terms will be managed directly by the independent practitioner under their own business policies.
Independent practitioners are responsible for managing their own insurance, professional liability and treatment services.
If you book directly with an independent contractor, relevant appointment and personal data may be shared with them solely for the management of your booking and treatment.
Features Beauty cannot accept liability for the individual work, advice or conduct of independent practitioners operating within the salon.
Gift Cards
Both physical and digital gift cards are valid for 12 months from the date of purchase, unless otherwise stated. Any remaining balance after the expiry date will be forfeited. Gift card expiry dates cannot be extended under any circumstances.
Complaints Procedure
We always aim to provide a high standard of treatment and customer care. If you have any concerns regarding your appointment, please contact the relevant practitioner as soon as possible so the matter can be reviewed.
Independent Contractors
Some practitioners at Features Beauty operate as independent businesses. If your treatment was carried out by an independent contractor, any complaints, concerns or refund requests must be directed to them directly, as they are responsible for their own services, policies, insurance and complaints procedures.
Features Beauty Staff Appointments
If your treatment was carried out by a Features Beauty employed team member, please contact us via email within 48 hours of your appointment, including photographs where appropriate.
Due to the time, products and expertise involved in providing treatments, we do not offer refunds on completed services. Where appropriate, we may offer corrective treatment or aftercare support at management discretion.
Client Data & Privacy
Client information, consultation records and consent forms are stored securely in line with GDPR regulations and our Privacy Policy.
By booking with Features Beauty, you consent to us storing and processing your information for the purposes of managing your appointments, treatment records and salon communications.
This policy was last updated on 21 May 2026.