Privacy Policy
Booking, Cancellation & No-Show Policy
What you need to know about appointments, deposits and changes
Making a Booking
You can book online or directly via the clinic. A deposit may be required at the time of booking to secure your appointment.
Deposits
- A deposit may be required at the time of booking depending on the treatment
- Your deposit is non-refundable if you cancel within 24 hours of your appointment or do not attend
- If you give us more than 24 hours’ notice, your deposit will be transferred to a rescheduled appointment
- For laser and treatment packages, your deposit is applied to your first session
Cancelling or Rescheduling
24 hours’ notice is strictly required to cancel or reschedule your appointment.
- Cancellations within 24 hours: your deposit will be forfeited
- Cancellations with more than 24 hours’ notice: no charge, deposit credited
To cancel or reschedule, please contact the branch where your appointment is booked as soon as possible.
Please note: if you booked your appointment through the Treatwell marketplace (via treatwell.co.uk or the Treatwell app), your cancellation must be made directly through Treatwell — we are unable to process this on your behalf.
No-Shows
- If you do not attend your appointment without notifying us, the full treatment cost will be charged
- Repeated no-shows may mean we ask you to pay in full at the time of booking for future appointments
- We reserve the right to decline future bookings in cases of repeated non-attendance
Late Arrivals
- Please arrive on time for your appointment
- If you are more than 10 minutes late, your treatment may need to be shortened depending on the treatment time — the full fee may still apply
- If you are more than 15 minutes late, we may need to cancel your appointment depending on the treatment — the full fee may still apply
Package & Course Validity
- Waxing — Buy 6 Get 1 Free (promotional package): valid for 9 months from date of purchase
- Waxing — Buy 10 Get 2 Free (promotional package): valid for 18 months from date of purchase
- Waxing — 6 session package: valid for 9 months from date of purchase
- Waxing — 10 session package: valid for 15 months from date of purchase
- Laser hair removal — 3 sessions: valid for 9 months from date of purchase
- Laser hair removal — 6 sessions: valid for 15 months from date of purchase
- Sessions are personal to you and cannot be transferred to another person
- Packages are sold as a discounted bundle — individual sessions cannot be separated or re-priced
- Expired sessions are non-refundable unless otherwise agreed in writing by management
Cancellation by Pure Wax London
- In the unlikely event we need to cancel your appointment, we will give you as much notice as possible and offer you a full reschedule or refund.
Consultations, Consent & Patch Testing
Your safety is our priority — here is what we need from you
Consultation Before Your Treatment
Before any treatment, you will be asked to complete a consultation form. This covers your health, medical history, any medications you take, allergies, and previous treatments. This information helps us make sure every treatment is safe and right for you.
Your Consent
- We will explain your treatment, what to expect, and any potential risks before we begin
- You must give your informed consent before any treatment can proceed
- You have the right to stop a treatment at any point before or during your appointment — simply let your therapist know and they will stop immediately
- If you choose to stop a treatment once it has begun, the full treatment cost will still apply
- If you stop a treatment for a valid medical reason, this will be reviewed on a case-by-case basis
Patch Testing
A patch test is required at least 24–48 hours before your first laser, tinting, or advanced treatment. A patch test is also required every 6 months, or sooner if your health or medication has changed.
- A small test is applied to a discreet area of skin to check for reactions
- You must monitor the area and contact us if you notice any redness, swelling, or itching
- Treatment will only go ahead if there is no adverse reaction
- If you have a reaction, we will advise on next steps and may suggest you see your GP
Waxing & Medication Notice
Certain medications, acne treatments, prescription skincare products, retinol-based products, antibiotics, and recent cosmetic procedures may make waxing unsuitable or increase the risk of skin lifting, irritation, or adverse reactions. It is your responsibility to inform your therapist of any medications, skincare products, or treatments you are currently using or have recently used. We reserve the right to refuse treatment where it is considered unsafe to proceed.
Please Tell Us If
- You are pregnant or breastfeeding
- You have any new or existing skin conditions, medical conditions, or recent surgery
- You have started any new medications
- You are currently taking or have recently taken acne medication such as Roaccutane (isotretinoin) — this can make skin unsuitable for waxing, laser, and advanced treatments
- You are using retinol, AHAs, BHAs, or any other exfoliating products at home
- You have had a reaction to a treatment or product before
Updating Your Consultation
If your health or circumstances change between appointments, please let us know so we can update your records before your next treatment.
Policy for Younger Clients (Under 18)
Information for clients aged 14–17 and their parents or guardians
Who We Can Treat
We welcome clients aged 14 and over for non-intimate treatments only. Intimate treatments are not available to anyone under the age of 18. This policy is in line with standard UK salon practice and safeguarding guidelines.
What We Need From You
- Written consent from a parent or legal guardian is required before every treatment for clients under 18
- A parent or guardian must be present at the clinic throughout the entire appointment — no exceptions
- The parent or guardian must also complete and sign the consultation form on behalf of the client • Valid ID may be requested to confirm the client’s age
Our Right to Decline
Our therapists have the right to refuse a treatment for any client under 18 if they have any concerns about the young person’s safety, comfort, or wellbeing. This decision is final and will always be made in the best interest of the young client.
Your Privacy & Personal Data
How we collect, use and protect your information — UK GDPR compliant
What Information We Collect
- Your name, date of birth, and contact details
- Health and medical information relevant to your treatments
- Skin and treatment history, patch test records
- Booking, appointment, and payment records
- Signed consultation and consent forms
- Photos, only where you have given us written consent
Why We Need It
We use your information to book and manage your appointments, keep your treatments safe, meet our legal and licensing obligations, and to contact you about your bookings. With your consent, we may also send you marketing communications.
How Long We Keep It
- Treatment records: minimum 7 years after your last appointment
- Records of clients who were under 18: kept until you reach the age of 25
- Marketing consent: until you withdraw your consent
Your Rights
Under UK GDPR you have the right to:
- See the personal data we hold about you (Subject Access Request)
- Ask us to correct inaccurate information
- Ask us to delete your data, where lawfully possible
- Opt out of marketing communications at any time
Who We Share Your Data With
We do not sell your data. We only share it with our booking platforms and our partners, payment processors, our insurer where required, and regulatory bodies where required by law.
To request access to your data or raise a data concern, please contact us via our website: www.purewaxlondon.co.uk or email: info@purewaxlondon.co.uk
Complaints & Feedback Policy
If something is not right, here is how we will put it right
Pure Wax London is committed to delivering a premium experience at every visit. If something has not met your expectations, please tell us — we take all feedback seriously and want the chance to resolve it.
How to Make a Complaint
- Speak to your therapist, front desk, or the branch manager at the time of your visit
- Email us via the contact details on our website: www.purewaxlondon.co.uk
- Write to us at either of our branch addresses
Complaints Time Limit
To help us investigate and resolve your concern effectively, complaints should be raised within 48 hours of your treatment wherever reasonably possible. Complaints raised significantly after the treatment date may be more difficult to investigate and resolve.
What Happens Next
- We will acknowledge your complaint within 2 working days
- We will investigate fully and respond in writing within 14 working days
- Where your complaint is upheld, we will offer an appropriate remedy
- If you remain unhappy, we will provide details of further options
Adverse Reactions
If you experience an unexpected reaction after a treatment, please contact us as soon as possible. We will review your records, advise on appropriate aftercare, and where needed, refer you to a medical professional. We will not charge you for any corrective treatment required as a direct result of our error.
Chargeback Protection
By making a booking, purchasing a package, or attending an appointment, clients agree to these policies and authorise Pure Wax London to charge any applicable cancellation or no-show fees in accordance with these terms.
Circumstances Outside Our Control
Pure Wax London shall not be liable for cancellations or delays caused by events outside our reasonable control, including severe weather, utility failures, transport disruption, illness, or emergency circumstances. In such cases, we will offer a reschedule at the earliest opportunity.
Your statutory rights under the Consumer Rights Act 2015 are not affected by these policies. You are always entitled to services delivered with reasonable care and skill.
Clinic Rules & Environment Policy
Helping us maintain a safe, clean and welcoming space for everyone
No Pets
Pets are not permitted in our clinics for hygiene and allergy reasons. Registered assistance dogs are welcome under the Equality Act 2010 — please let us know in advance so we can make the necessary arrangements.
Children in Treatment Areas
For safety and hygiene reasons, children may not be present in active treatment areas unless they are the client receiving the treatment.
Zero Tolerance
We are committed to providing a respectful and professional environment for all clients and staff. We operate a zero-tolerance policy towards threatening, abusive, or inappropriate behaviour. Any breach of this policy may result in immediate termination of the appointment without refund and permanent refusal of future services.
Image & Video Usage
Where consent is provided, images and videos may be used for marketing, training, and promotional purposes across digital and print platforms.
Product Purchases
Products purchased in store are non-refundable. If a product is damaged or faulty, we will offer an exchange. Please notify us at the time of purchase or as soon as possible upon discovering the fault.
Payment Methods
We accept cash and most major debit and credit cards; however, American Express is not currently accepted. If our payment system is unavailable for any reason, payment may be requested via bank transfer, secure payment link, or another approved payment method, and any outstanding balance remains payable in full.
Treatment Results & Expectations
What you need to know about outcomes across all treatments
Pure Wax London is committed to providing all treatments with reasonable care and skill using qualified therapists and professional products.
Results vary between individuals and may be affected by factors including skin type, hair type, medical history, hormones, lifestyle, medication use, adherence to aftercare advice, and whether the recommended course of treatment has been completed.
Whilst we will always discuss realistic expectations during your consultation, no treatment can guarantee identical or permanent results for every client.
Your statutory rights under the Consumer Rights Act 2015 remain unaffected.
Your Agreement
By booking or purchasing a package with Pure Wax London, you confirm that you have read, understood, and agreed to all of the above policies. These terms are in place to protect the safety, comfort, and experience of every client in our salon.