To ensure the best experience for all clients, please take a moment to review our MBM  general policies. (More detailed information can be found within the Made by Maemi Terms & Conditions Policy Statement).

Appointments

All appointments must be confirmed in advance via our official booking system which can be found at https://made-by-maemi.book.app/book-now. You can also contact us firstly via Instagram messenger, or alternatively Facebook Messenger, if you have any questions or queries before booking.

Made by Maemi is a busy salon and so to avoid disappointment we ask that you book your treatments as soon as you are able.  Re-booking at each appointment, and especially at busy times of the year is encouraged

Please arrive on time. If you are more than 10 minutes late, your appointment may be cancelled or rescheduled, and a fee may apply.

Cancellations & No-Shows

When you book online, an appointment reminder will be sent out by text message and/or email 48 hours before your appointment, so you can change, confirm or cancel by telephoning or emailing us immediately. If you cannot make your appointment for any reason, please inform us straight away.  This enables us to allocate your appointment time to someone else.

Cancellations made with less than 48 hours’ notice may result in treatment fee charges up to and including 100% and no other bookings will be made until paid. unless expressly agreed in advance.

No-shows will be charged 100% of the service fee and will be restricted from booking future appointments until paid in full.

Deposits

A non-refundable deposit of £15 is required to secure your appointment for lashes and eyebrows, for lip blush the non-refundable deposit required is £50. This amount will be deducted from the final cost of your service.

If you need to reschedule for any reason, please do so giving the required 48 hour’s notice so that we can re-assign your appointed timeslot to another customer. Your deposit may be transferred only once.

Refunds

Our treatments are carried out by a qualified therapist. If you are unsatisfied with any treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure as detailed below.  We do not give refunds on any treatments however, we will look into your concerns immediately and try to resolve the matter as quickly as possible.

This process advises how to bring matters to our attention if you are not happy with the service you have received.

We will ensure that all complaints are documented, followed up and where appropriate, action is taken to prevent future occurrences.

The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.

Complaints need to be documented in writing via email to info@madebymaemi.co.uk.   Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact concerns.

Your complaint will be assessed by the management team.  We aim to get back to you within 48 Hours (within salon opening times) of receiving your complaint in writing.

Salon Etiquette

We maintain a respectful, inclusive environment at all times. Disrespectful or inappropriate behaviour will not be tolerated and may result in immediate cancellation of services.

Aggressive or abusive behaviour includes any language (verbal or written), threats, derogatory remarks or rudeness which may cause staff to feel afraid, threatened or abused.  We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations to be abusive behaviour.

We reserve the right to report any aggressive or abusive behaviour to the police if deemed necessary.

Health & Safety

All new clients will be requested to complete a Client Record Card before our therapist can perform any treatments on you. We are unable to complete any treatments until this form has been completed.

Please advise us of any medications, health conditions, allergies, or injuries which could affect your treatment when completing this form. It is your responsibility to let us know of any changes in your circumstances before your treatment goes ahead.

We reserve the right to ask you questions relevant to each treatment at each visit and additionally may ask you to complete a Client Record Card every 6 months so that we can update our records.

Your wellbeing is our primary consideration. If you are unwell, kindly reschedule (giving ample advance notice) to ensure not only your safety, but also that of other clients and staff.

Photography

We explicitly do not allow any photography to be taken on-site (using camera’s, video or mobile devices, but not exclusively). The only exceptions are of images taken of, or by individual clients showcasing their before and after treatment. This can be used by either the forementioned client or for Made by Maemi portfolio purposes (where images may be used to showcase different procedures/treatments within the Made by Maemi website or Social Media channels. Applicable images will be redacted where possible so as to render the individual unidentifiable, unless with prior express permission.