NEW BROWS TERMS OF SERVICES

BOOKINGS

We have a booking system in place which allows you to book your appointments online. Card details will be required at the time of a booking.
After your appointment, the cost of the treatment will be charged to your card.
The booking system we currently use is via Fresha.com, where you will be directed to register to make a secure booking with us. Any bookings that are not confirmed will be cancelled by us. For any appointments not made via our booking system, will require a deposit to secure your booking. We only hold bookings for 48hrs and if no deposit is received in that time, we will offer your space to someone else.

CANCELLATION POLICY

If you need to cancel or re-schedule your appointment, we require at least 48 hours notice. If you cancel your appointment before 48hrs, there is no charge. However if you cancel or re-schedule and give us less than 48hrs notice, 50% of the treatment cost will be charged to your card. Whilst we understand that sickness and emergencies occur, unfortunately this is no fault of ours.

If you fail to turn up for your appointment, arrive more than 15 mins late, or cancel within 1 hour of your appointment time, 100% of the treatment cost will be charged as a 'No Show'.

This applies to all of our treatments with no exception.
For Microblading consultation & patch test, there is a £30 fee which is redeemable if you decide to proceed with treatment. Once the deposit is paid at the consultation, it is non-refundable, unless you have an allergic reaction from the patch test which needs to be proven within 48hrs of having the test.

All Microblading re-touch appointments need to be taken within 60 days of the initial treatment, otherwise you will be charged a Top Up fee. Failure to give 48hrs notice of cancellation will result in a fee of £50 being charged before you can re-book again.

ARRIVALS & LATENESS

We understand that there may be a delay in getting to your appointment, however we run a tight schedule, so late arrivals of more than 15 mins will count as a 'no show' and 100% of the treatment cost will be charged to your card.

If you arrive up to 15 mins late, we will carry out your treatment but in a reduced time.
Please do not bring anyone with you to your treatment, this includes babies and young children for health and safety reasons.

PATCH TESTS

A patch test is required at least 48 hours before your appointment. Providing no adverse reactions take place, we will be happy to proceed with your treatment. Failure to complete a patch test before your appointment could result in your appointment being cancelled and 100% charge applies or alternatively you can sign a waiver if you wish.

For Microblading, a patch test is done at the consultation which we advise a min 72hrs hours before.

If a reaction occurs, we will not proceed with treatment.

CHANGE OF TREATMENT

You may change your treatment choice, providing you give us 48hrs notice. This applies to HD Brows and Brow Lamination only. However if you have booked a Lamination treatment, but change your mind on the day of your appointment to have HD Brows instead, you will be charged the cost of the Brow Lamination treatment.

PROMOTIONS

All of our offers are for a limited time only. If you book in within the promotional dates, but then have to re-schedule to a time when the offer no longer applies, you will not be entitled to the original offer price, but instead will be expected to pay the price at the time of your treatment.

REFUNDS

Once the treatment has been carried out, under no circumstances will we issue a refund.

PAYMENTS

If you have booked via our online booking system, you will automatically be charged the total cost of the treatment on the day of your appointment after your treatment.(please refer to our cancellation policy above). If you do not book via our booking system, we will require a 50% deposit to secure your booking. This can be paid by bank transfer at the time of booking. The balance will then need to be paid in full at your appointment which can be by card, cash, or bank transfer.

CONTRAINDICATIONS
It is your responsibility to disclose any medical conditions/medication to us prior to your treatment. Failure to disclose this information may impact your treatment and can be detrimental. We cannot be held responsible if you do not disclose this information.

For Microblading, we have suitabililty information on our website or you can contact us to ensure you are suitable for the treatment prior to booking.

CLIENT SAFETY

Whilst face coverings are no longer required, we would appreciate it if you would wear a covering if you have mild cold like symptoms or a cough. We endeavour to wear a face covering to protect our clients at all times.

NEW BROWS PRIVACY NOTICE

New Brows takes privacy and security of your personal information very seriously indeed. This policy sets out the way in which we collect, use and protect personal data provided by our customers and that any personal information used is in accordance to this policy and is in compliance with GDPR. (General Data Protection Regulation).

The data we collect about you:

Personal data, or personal information, means any information about an individual from which that person can be identified.

As part of the consultation, we need to collect some information about you and your health to identify any contraindications and be able to offer the appropriate treatment. You have a right to refuse to provide this information, however we will then not be able to offer you treatment due to insurance purposes.

The data we collect from you will be as follows:

Personal Identity – First & last name, date of birth and gender.
Contact Information – Address, phone numbers and email address.
Medical History – Includes information about past treatments, skin conditions, allergies, pregnancy and other related information prior to treatment.
Marketing and communication preference – Includes how you wish us to keep in touch with you.
Photography – with your consent, we will photograph your eyebrows before, during and after treatment. This will be for our record and will also be shared on social media for our portfolio, with no reference to who you are, unless you are happy for us to add your name.

How your personal data is collected:

Upon arrival, clients will be required to fill the above information out on a client record card form, sign and date it. This can also be done in advance over the phone or by email and signed upon arrival.
Treatment will not be carried out if you opt out of signing this form.

How we use your personal data:

We will use your personal data for the following:

To register you as a new client.
To send out a patch test to you if not collected in person.
To identify any contraindications and to provide the best treatment for you
To contact you post treatment as a follow up to check all is well.
To keep you informed of any promotions, offers that may of interest.
To share photography of your eyes & brows as outlined above on social media platforms and to keep a record of progress for future appointments.

How we store your personal data:

All client record cards will be stored in a file and locked away securely at New Brows premises. Any personal data given by email in advance of treatment date, will be transferred onto a hard copy by New Brows and the email will be deleted. The same applies over the phone, where no recordings will take place and conversation will be done in privacy.
Photography images that are taken will be stored on a secure device that has security passwords and only accessed by New Brows.
We have a legal obligation to retain your personal data for seven years after your most recent appointment. After this time your records will be destroyed in a safe method compliant with GDPR.
How we share your personal data:

Your personal data will remain confidential and will not be shared with any third party, unless we have your permission or are required to do so by law.
Photography images will be shared on social media platforms with no reference to who you are, unless you wish us to tag you in.

Your legal rights:

You have rights under the Data Protection Legislation to request a correction of your personal data, request for your personal data to be destroyed and opt out of providing any personal data at all.
You have the right to withdraw marketing and sharing of your brow images on social media at any time. Please contact us to do so.

Cookies:

Our website uses cookies – small text files that are placed on your machine to help the site provide a better user experience. In general, cookies are used to retain user preferences, store information for things like shopping carts, and provide anonymised tracking data to third party applications like Google Analytics. As a rule, cookies will make your browsing experience better. However, you may prefer to disable cookies on our site and on others. The most effective way to do this is to disable cookies in your browser.

Get in Touch

NEW BROWS COMPLAINTS POLICY

“Our aim at New Brows is to provide the best service possible to our clients. While we always strive to achieve this, there will be times when a client is unhappy with the service given. We aim to handle complaints quickly in an effective, fair and honest way.”

This policy aims to ensure that:

Clients know how to feed back to New Brows and the process of making a complaint.
All complaints are dealt with promptly, efficiently, courteously and keep the customer informed of the progress;
Improved customer relations are built by resolving feedback during the initial stages wherever possible.
All feedback is recorded and monitored so that we learn from it and take action to improve services.

The definition of a complaint. A complaint is as follows:

“An expression of dissatisfaction regarding New Brows standard of service, action or lack of action”

Who can make a complaint?

Any member of the public or their representative, that has liaised with or had a treatment at New Brows.

How a complaint can be made:

Verbally – To Razia Smith (Owner)
Email – newbrowsuk@gmail.com
Phone or Text - 07739529828
Letter – Addressed to:

New Brows
23 Churchill Gardens
London W3 0JN

We would appreciate if you would refrain from posting on google reviews or social media and contact us by the above means in the first instance.

The complaints process:

1.All complaints must be made to the owner of New Brows within 5 days of any treatment taken. This can be done in person, phone, text or email.

2. If the problem is relating to a treatment taken, you must be prepared to show us clear evidence of the issue. This can be in person or with a clear photograph.

3. A response will be made by New Brows within 2 working days if notified by email or text.

4. If you feel the response to your complaint is not satisfactory, you must advise us by writing an email to us within 5 days of the date of the response from us in stage 1, otherwise the issue will be dismissed.

All complaints are treated with confidentiality in mind. All complaints will be logged and recorded on file. Clients will be notified if any phone call recordings take place.

Aggressive or obsessive complaints

New Brows will not tolerate abusive or aggressive complaints in any form. If this behaviour persists whether it’s via phone, texting, emails or in person, New Brows has the right to take legal action.

Equalities statement

New Brows aims to handle all complaints fairly and honestly regardless of who makes the complaint. New Brows treats all members of the community equitably and will not show bias to any particular individual or group.