Last updated: 14 July 2026
Website Terms and Conditions, Booking, Cancellation, Refund and Treatment Policy
Introduction and acceptance of these terms
These terms govern access to and use of ferndownsugaring.co.uk, enquiries, communications, bookings, payments where available, and services supplied by Ferndown Sugaring. By using the website you agree to these website terms. A contract for treatment is formed only when Ferndown Sugaring accepts and confirms a booking. If you do not agree to these terms, do not use the website.
These terms should be read with our Privacy Policy, Cookie Policy, any price list, booking confirmation, consultation and consent documentation, aftercare instructions, and any specific terms disclosed before a booking is confirmed. Mandatory consumer rights prevail over any inconsistent provision.
About us and contact details
Ferndown Sugaring
Ferndown, Dorset,
BH22 8HG, United Kingdom
Telephone: +44 (0) 78 5588 7526 (Tina)
Email: info@ferndownsugaring.co.uk
Website: https://ferndownsugaring.co.uk/
Website use
You may use the website lawfully for personal purposes, to obtain information, submit genuine enquiries, contact us, request or make bookings where facilities are available, and make payments where payment functionality is introduced.
You must not misuse the website, introduce malicious code, attempt unauthorised access, interfere with website operation, submit fraudulent information, impersonate others, harvest personal data, send spam, infringe rights, conduct unauthorised security testing, or systematically scrape or commercially exploit website content except where permitted by law.
We may suspend or restrict access where reasonably necessary for security, maintenance, legal compliance, investigation of misuse, or protection of our business and users.
Website availability and information
We take reasonable steps to keep the website available and information accurate, but do not guarantee uninterrupted availability or that all content will always be complete or error-free. We may change, suspend or withdraw website features prospectively.
Website treatment information is general information and is not medical advice, diagnosis or a guarantee of suitability or results. Seek advice from an appropriately qualified healthcare professional where medical advice is required.
Contact form and WhatsApp
The website contact form may collect your name, email address, telephone number, enquiry content, submission metadata and anti-spam or security information where applicable.
We may provide WhatsApp as an optional communication channel. If you use WhatsApp, your telephone number, profile information you make available, messages, attachments and communications metadata may be processed by WhatsApp and Meta under their own terms and privacy notices, including international processing.
Do not send unnecessary health information, identification documents, passwords, complete payment-card details or other highly sensitive information through the general contact form or WhatsApp. Treatment-related health information should be provided through the consultation process we specify.
WhatsApp and the contact form must not be used for emergencies. We do not guarantee immediate monitoring or response.
Booking requests and contract formation
Bookings may be requested through channels we make available, including the website, telephone, WhatsApp or direct communication. A booking request is not accepted until we confirm it.
You must provide accurate and complete information and promptly correct material changes. Where you book for another person, you confirm that you are authorised to provide necessary information and that the person receiving treatment will comply with applicable treatment requirements.
We may decline a booking before acceptance for legitimate reasons including lack of availability, treatment suitability concerns, safety, legal or insurance requirements, previous serious breaches of applicable terms, or abusive conduct. We will not unlawfully discriminate.
Prices, deposits and advance payments
A deposit equal to 10% of the treatment price is required to reserve and confirm an appointment slot. Unless otherwise agreed, the deposit will be credited toward the total price of the booked treatment and the remaining balance will be payable in accordance with the payment arrangements communicated for the booking.
An appointment is not confirmed until the required deposit has been received and Ferndown Sugaring has issued booking confirmation.
The deposit may be retained where a client cancels with less than 24 hours’ notice or fails to attend a confirmed appointment, subject always to applicable consumer law, statutory cancellation rights and circumstances in which Ferndown Sugaring is required to refund the payment.
Where a client gives at least 24 hours’ notice and requests rescheduling, the deposit may be transferred once to a replacement appointment, subject to availability and any reasonable conditions communicated at the time of rescheduling.
We may require a deposit, booking fee or advance payment, but any such requirement, amount, due date, cancellation consequences and refund conditions will be disclosed before the booking is confirmed. A deposit or advance payment will be credited toward the relevant service unless clearly stated otherwise.
Cancellation and rescheduling by clients
Clients must provide at least 24 hours’ notice to cancel or reschedule a confirmed appointment.
Notice must be given using a contact method made available by Ferndown Sugaring and is effective when received by us.
Where at least 24 hours’ notice is provided, the client may request that the 10% deposit be transferred once to a replacement appointment, subject to availability and reasonable booking conditions.
We may consider genuine emergencies or exceptional circumstances at our discretion. Exercising discretion in one case does not require us to waive the policy in another case.
Nothing in this section limits statutory cancellation rights or other mandatory consumer remedies.
Nothing in this section limits statutory cancellation rights that apply to distance or off-premises contracts.
No-shows
If a client fails to attend a confirmed appointment without giving notice, the 10% deposit paid to reserve the appointment will be forfeited and retained by Ferndown Sugaring, subject to applicable consumer law and mandatory statutory rights.
A client who repeatedly fails to attend appointments may be required to prepay future appointments or may be refused future bookings where reasonable and lawful.
Ferndown Sugaring may consider genuine exceptional circumstances at its discretion. Any discretionary waiver does not create an entitlement to a waiver in future cases.
If you fail to attend a confirmed appointment without notice, we may retain or seek a reasonable amount reflecting loss caused by the no-show, subject to applicable law, sums already paid, costs saved and our reasonable ability to mitigate loss.
We may require prepayment for future appointments following repeated no-shows, provided this is disclosed before the relevant booking is confirmed. Genuine exceptional circumstances may be considered at our discretion, without creating an obligation to waive lawful charges in every case.
Late arrivals
Please arrive in sufficient time for your appointment. If you arrive late, we may shorten the treatment where it can still be provided safely and appropriately without delaying later clients. The full agreed price may remain payable where the reserved appointment time cannot reasonably be reallocated and the charge is lawful and proportionate.
If there is insufficient time to provide treatment safely or professionally, we may treat the appointment as cancelled. Any charge or retention of payment will be assessed under the cancellation provisions and applicable law.
Cancellation or changes by Ferndown Sugaring
We may cancel, postpone or reschedule an appointment where reasonably necessary because of illness, emergencies, staff unavailability, premises or equipment problems, safety concerns, severe weather, utilities or technology failures, or other circumstances affecting our ability to provide the service.
Where we cancel and cannot provide an acceptable alternative, we will refund amounts paid for services not supplied. We are not responsible for losses that the law does not require us to compensate, but nothing excludes liability that cannot lawfully be excluded.
Distance contracts and statutory cancellation rights
Where a consumer contract is concluded at a distance or off premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may provide a 14-day cancellation period, subject to statutory exceptions and conditions.
If you expressly request that a service begin during an applicable cancellation period and then cancel after performance has begun, you may be required to pay a proportionate amount for services supplied up to cancellation where the legal requirements are met.
The right to cancel may be lost once a service has been fully performed only where the statutory requirements are satisfied, including the consumer’s prior express request or consent and acknowledgement where required.
Nothing in these terms removes any statutory cancellation right.
Future Stripe payment integration
Ferndown Sugaring may introduce online payments using Stripe or another payment provider. Stripe provisions apply only once Stripe functionality is activated.
Where Stripe is used, Ferndown Sugaring may share customer and transaction information necessary to process and authenticate payments, issue refunds, prevent fraud, handle disputes and chargebacks, maintain records, and comply with legal obligations. Stripe may process personal data as a processor and/or independent controller depending on the activity and contractual arrangements.
Where configured accordingly, complete payment-card details will be collected and processed directly by Stripe and will not ordinarily be stored by Ferndown Sugaring. Stripe may process information internationally under its own privacy terms and applicable transfer safeguards.
You must use an authorised payment method and provide accurate payment information. Failed authorisation does not create a confirmed paid booking. Suspected fraud may be investigated and reported where lawful.
Refund policy
Refund entitlement depends on the circumstances and applicable law.
If we cancel a service and do not provide an acceptable alternative, amounts paid for the unprovided service will be refunded.
Services already properly performed are not ordinarily refundable merely because a client changes their mind, without prejudice to statutory remedies.
Where services are not performed with reasonable care and skill or otherwise fail to conform to the contract, consumers may have statutory remedies, including repeat performance where applicable and a price reduction in circumstances provided by law.
Duplicate payments, payment errors and agreed refunds will be investigated and processed within a reasonable period using an appropriate payment method. Third-party payment processing times are outside our direct control.
Refunds for deposits, advance payments, packages, promotions and gift vouchers are subject to the relevant sections of these terms and mandatory consumer rights.
Consumer rights and quality of services
Nothing in these terms excludes or restricts statutory consumer rights.
Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. Information about the trader or service that is taken into account by the consumer may be binding where the Act provides. Where price or time for performance has not been fixed, statutory rules concerning reasonable price and reasonable time may apply.
Statutory remedies may include repeat performance and price reduction in qualifying circumstances.
Consultation and client disclosure obligations
Before treatment, you must provide accurate information reasonably requested to assess suitability and safety, including relevant allergies, skin conditions, sensitivities, medications, pregnancy status where relevant, medical conditions, recent procedures, previous adverse reactions and other contraindications.
You must tell us if relevant information changes before a later appointment. Withholding or misrepresenting material information may prevent safe treatment.
We will collect and use health information in accordance with our Privacy Policy and applicable data protection law. Provide only information reasonably necessary for treatment and use the consultation process we specify.
Sugaring-specific suitability and contraindications
Sugaring may not be appropriate on skin that is sunburnt, broken, infected, significantly irritated or affected by certain conditions, treatments or medicines. Relevant considerations may include recent use of isotretinoin or topical/oral retinoids, recent chemical peels, laser procedures, resurfacing, surgery, steroid use affecting skin integrity, active infections, open wounds, severe inflammation, or previous adverse reactions.
This list is not exhaustive. You must disclose relevant circumstances and follow pre-treatment instructions. We may require medical clearance where appropriate, but medical clearance does not oblige us to provide treatment if we reasonably consider treatment unsafe or outside our competence, insurance or professional requirements.
Right to refuse, modify or stop treatment
We may refuse, postpone, modify or stop treatment where reasonably necessary because of contraindications, inadequate consultation information, health or safety risks, hygiene concerns, client distress, inability to provide valid consent, abusive or sexually inappropriate conduct, intoxication, professional boundaries, legal or insurance requirements, or other legitimate treatment-related reasons.
Where treatment is stopped or refused, payment consequences will depend on the reason, services already supplied, loss caused, and applicable law. We will not unlawfully discriminate.
Pre-treatment responsibilities
You must follow reasonable pre-treatment instructions provided to you. These may concern hair length, avoiding shaving or other hair removal methods for a stated period, skin products, exfoliation, sun exposure, medicines, treatments, cleanliness or other factors relevant to safe and effective treatment.
If instructions are not followed, we may modify, postpone or refuse treatment where reasonably necessary. Any payment consequence will be assessed fairly under these terms and applicable law.
Treatment results and no guarantee
Results vary between individuals because of factors including hair-growth cycles, skin and hair type, hormonal factors, medications, health conditions, treatment history, frequency of treatment, and compliance with preparation and aftercare instructions.
We do not guarantee permanent hair removal, a particular number of treatments, identical results to photographs or testimonials, or a specific outcome. This does not limit our duty to perform services with reasonable care and skill or any statutory remedy.
Aftercare and adverse reactions
You should follow reasonable aftercare instructions. Temporary redness, sensitivity or other expected reactions may occur depending on the treatment and individual response.
Contact us promptly if you experience an unexpected or concerning reaction so we can record the concern and provide appropriate non-medical guidance or recommend medical assessment. Seek urgent medical assistance where symptoms require it.
We may reasonably request information or photographs necessary to assess a complaint or reaction, but you should use the communication method we specify for sensitive information. Personal data will be handled under our Privacy Policy.
Minors and capacity to consent
Treatment of anyone under 18 is at our discretion and subject to the young person’s age, maturity, capacity to consent, the nature of treatment, safeguarding considerations, insurance requirements and applicable law.
We may require involvement, consent or attendance of a parent or person with parental responsibility and may decline treatment where appropriate. No parent or guardian can require us to provide treatment we consider unsuitable or unsafe.
Client conduct and professional boundaries
Clients must behave respectfully toward staff and others. We operate zero tolerance for violence, threats, harassment, discrimination, sexual harassment, sexually inappropriate conduct, deliberate exposure beyond what is reasonably necessary for treatment, intimidation, abuse or deliberate damage.
We may end a treatment, require a person to leave, refuse future bookings and contact authorities where reasonably necessary. Payment consequences will be determined fairly according to services supplied, loss caused and applicable law.
Hygiene and infection control
Clients must follow reasonable hygiene and infection-control instructions. Tell us before attending if you have a contagious condition, active infection or other circumstance that may create a material risk to staff or clients.
Promotions and discount codes
We may refuse fraudulent or unauthorised use and may withdraw or correct a promotion prospectively. Changes will not unfairly remove rights under a contract already formed.
Hygiene and infection control
Clients must follow reasonable hygiene and infection-control instructions. Tell us before attending if you have a contagious condition, active infection or other circumstance that may create a material risk to staff or clients.
Gift vouchers
Each gift voucher may be redeemed once only and must be presented or otherwise validly identified at the time of redemption.
Gift vouchers cannot be exchanged for cash, resold commercially or replaced for cash after redemption, except where required by law.
Where the selected treatment costs more than the voucher value, the client must pay the difference.
Statutory cancellation rights for gift vouchers purchased at a distance or off premises apply where required by law. Nothing in this section excludes rights or remedies that cannot lawfully be excluded.
Gift vouchers cannot be exchanged for cash except where required by law. We will not impose undisclosed expiry or forfeiture conditions. Lost or stolen vouchers will be handled according to the applicable voucher terms and available records.
Packages and prepaid courses
Ferndown Sugaring does not currently offer prepaid treatment packages or prepaid treatment courses.
If such products are introduced in the future, separate terms covering the services included, total price, payment arrangements, validity period, booking requirements, cancellation terms, missed appointments, transferability and refund rights will be disclosed before purchase. These terms will be updated where necessary before such products are offered.
If a client becomes medically unsuitable for remaining treatments, we will consider appropriate evidence and the services already supplied. Any refund or charge will be calculated fairly and in accordance with the contract and applicable law.
Complaints procedure
Please raise concerns as soon as reasonably possible by contacting info@ferndownsugaring.co.uk or +44 (0) 78 5588 7526.
Provide your name, contact details, appointment date, treatment, description of the concern and relevant supporting information. We will acknowledge and investigate complaints within a reasonable period, may request further information, and will provide a response after considering the circumstances.
Nothing in this complaints procedure limits statutory rights or access to courts or other remedies. If we are legally required to provide information about an approved alternative dispute resolution entity or participate in a particular ADR scheme, we will do so. We will not claim membership of or commitment to an ADR scheme unless that is factually correct.
Intellectual property
Unless otherwise stated, we own or are licensed to use intellectual property in the website and its content. You may view and make reasonable copies for personal, non-commercial use.
You must not republish, sell, commercially exploit, materially reproduce, modify or remove proprietary notices from website content without permission, except where permitted by law.
User-submitted content
Do not submit unlawful, defamatory, infringing, fraudulent, malicious or privacy-violating content. If we wish to publish identifiable testimonials, reviews, photographs or similar client content for marketing, we will obtain permissions required by applicable law.
Any licence or permission to use submitted content will be limited by the terms communicated when permission is obtained and applicable law.
Third-party services and links
The website may link to or use services provided by third parties, including WhatsApp/Meta, future Stripe payment services, hosting, security, analytics, mapping, social media or booking providers.
Third parties may act as processors, independent controllers or both for different activities. Their own terms and privacy notices may apply. We are not responsible for third-party services we do not control, without limiting any responsibility imposed on us by law for our own selection, configuration, instructions or use of providers.
Privacy and cookies
Our processing of personal data is explained in our Privacy Policy. Use of cookies and similar technologies is explained in our Cookie Policy and consent controls where applicable.
These terms do not replace those notices. You should read them before submitting personal data or changing cookie preferences.
Website security
We take reasonable security measures but do not guarantee that the website is completely secure or free from harmful code. You are responsible for appropriate device and internet security.
You must not knowingly introduce malicious code or attempt unauthorised access. Suspected criminal activity may be reported and we may cooperate with lawful investigations.
Liability
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or any liability that cannot lawfully be excluded or limited.
For consumers, we are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both parties knew it might happen when the contract was formed.
We are not responsible for loss caused solely by information you withheld or materially misrepresented where that information was reasonably required for safe treatment, except to the extent the law imposes responsibility on us.
The website is supplied for personal and domestic use. For business users, and to the extent permitted by law, we exclude liability for loss of profit, business, revenue, anticipated savings, business opportunity, goodwill and indirect or consequential loss.
Events outside reasonable control
We are not responsible for delay or failure caused by events outside our reasonable control to the extent permitted by law. We will take reasonable steps to minimise disruption and communicate material appointment changes where practicable.
If such an event prevents us from supplying a paid service and no acceptable alternative is provided, refund rights for the unprovided service will apply as required by law and these terms.
Changes to these terms and policies
We may change these terms prospectively to reflect legal, regulatory, operational, technological or service changes. The latest version will be published with an updated date.
Changes will not retrospectively alter a contract already formed unless permitted by law and fairly agreed or otherwise legally effective. Material terms applicable to a booking will be disclosed before the booking is confirmed.
Transfer, waiver, severability and third-party rights
We may transfer our rights and obligations where reasonably necessary as part of a business transfer or restructuring, subject to applicable law and without reducing consumer protections.
Delay in enforcing a right is not a waiver. If a provision is invalid or unenforceable, it will be modified to the minimum extent necessary where possible or severed, and the remaining terms will continue.
Unless expressly stated, no third party has a right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
Governing law and jurisdiction
These terms and contracts with consumers are governed by the law of England and Wales, subject to mandatory consumer protections that apply in the consumer’s place of residence.
Consumers resident in England and Wales may bring proceedings in the courts of England and Wales. Consumers resident in Scotland or Northern Ireland retain applicable rights to bring proceedings in their home jurisdiction. Nothing deprives consumers of mandatory legal protections.
Contact us
Questions about these terms, bookings, cancellations, refunds, treatments or complaints may be sent to:
Ferndown Sugaring
Ferndown, Dorset, BH22 8HG, United Kingdom
Telephone: +44 (0) 78 5588 7526 (Tina)
Email: info@ferndownsugaring.co.uk
Website: https://ferndownsugaring.co.uk/
Publication and Implementation Note
This document is drafted as a comprehensive consumer-facing policy using cautious default terms because Ferndown Sugaring has not specified a fixed cancellation notice period, cancellation fee, no-show fee, deposit percentage, gift-voucher validity period or package expiry period. If the business adopts any such commercial rules, they should be inserted clearly into this document and disclosed before the relevant contract is formed. Before publication, Ferndown Sugaring should ensure that the live website journey, booking confirmations, price information, cancellation communications, consultation forms, Privacy Policy, Cookie Policy, WhatsApp use, and any future Stripe checkout are consistent with these terms. This document is compliance-focused and does not substitute for legal advice from a solicitor who has reviewed Ferndown Sugaring’s complete business practices, insurance conditions and treatment procedures.