Carmen’s Holistic Therapy Values & Policies



We value your time as we know it's precious please respect ours.  We intend to work with you in an open, transparent and honest way.  Before your appointment you confirm that you have read and understand the policy below and by ensuring you read our policy you will learn what you can expect from us and what we expect from you.   

*Please take the time to read to the end.

We care about 100% customer satisfaction as we love taking care of others and seeing others happy please provide feedback after your appointment.  

Health & Personal Hygiene before you and during your visit

Please ensure you are not ill with anything contagious for example: covid, cold, flu, virus, sickness or rashes or you have a temperature, we don't refund or transfer booking fees where we have to refuse entry due to illness and you may not be rebooked.

Please take a shower or bath

Please place all your personal items including mobile phones in the box provided at the entrance and wash  sanitise your hands before entering the treatment area.  


Please ensure you remove any outdoor footwear at the entrance  and place all personal items including  jewellery, keys and phones in the box provided wear or bring a pair of socks or slippers with you as we request shoes be removed before entering the treatment areas. 

Slippers are provided for treatments over 2 Hours or disposables can be purchased from £1.50.

Appointment cancellation

Cancellations or transfers must be made 48 hours in advance or 7 days if the appointment is over 45 minutes, or a party with more than 2 people booking fee and vouchers are not refundable or transferable and only accepted Monday to Saturday 9:30am to 5:30pm.  If you allow us 24 hours notice (Day before) we may transfer 50 % of your booking fee.  If you cancel on the day the 100% of the full booking fee is due and not refundable or transferable. 

We work by strict appointment only to devote our time to you so please DON'T offend us by requesting a booking fee back when you cancel the day before or on the day of your appointment as we treat all our clients fairly and are unable to make exceptions.


A non refundable booking fee must be paid in full for all bookings over 1/2 an hour and group bookings of 2 people or more.  You will be required to make full payment in advance for bookings over 45 minutes appointments Saturdays and Bank holidays. 


If you have a patch test and decide not to go ahead you will not be refunded.   Any services not paid in full will be cancelled. 


Block Bookings Payments are due one week in advance 

If you book a block of 6 or 10 and decide to cancel before the end the previous payments are due in full and must be paid in immediately.

We recommend you make your reservations well in advance to avoid the disappointment of not being able to get booked in at a desired time or date with your chosen Therapist.  If Carmen Elizabeth or any other therapist is unavailable we reserve the right to replace them with a suitably qualified replacement.  Where we have to cancel we will endeavour to give you 48 hours notice and will transfer your booking fee to the next available date suitable to you.

Offers / Gift Vouchers

Offers are subject to change and approval is at our discretion.  Offers can't be used in conjunction with any  other discounts, vouchers or promotions.   


Gift Vouchers are not refundable as they are taken as a non refundable booking fee as on all bookings over 30 minutes.

If you cancel with less than 48 hours notice the full balance will be due on rebooking.

No Shows

If you don’t show up to your appointment you will forfeit your booking fee and the full cost of the appointment will be due.  If you don't show to two appointments, you will be required to pay in full advance for all future appointments on booking.


Please remember by booking an appointment you agree to pay booking fees that are non-refundable and any owing from discounted session in reference to book 6 will be charged in full for previous appointments taken.  If  unpaid after 7 Days your account will be passed to the Nottingham Magistrates Court small claims courts for collection and all costs will be claimed back and become payable by you.  

Any payment overdue will incur interest at a rate of 1.5% of the balance per day or the current UK banking rate at the time of the court date along with any legal fees incurred.

PLEASE NOTE  We respect you and your time 100% we expect the same in return.  We do loads of research tailored to you and work so hard behind the scenes before, during and after your appointments to ensure our visit is just as expected and more.  We're a small business, we have overheads such as Covid recovery costs, Business Contents & Liability Insurance, Rushcliffe Council Licence Fees, Environmental Health costs, CPD & Training at home and away Costs, Pension & Healthcare, Holiday, Sick leave or Compassionate leave costs, Tax / National Insurance, Heating / Aircon Charges, Gas, Electricity, Water, Council Tax, Rental fees, Cabin Cleaning charges, Window / Bin Cleaning, Waste management, Cabin Area Maintenance charges, Washing, Refreshments,  Consumables and Stock to pay for, Office admin staff wages and 24 hour security to pay for.  Please don't offend us by asking for a refund of any booking fee.


Arrival time

Please plan to arrive on time for your scheduled appointment, allow 5 mins for Parking and filling in any pre-treatment consultation cards that may be necessary for you and note it's not always possible to seat  you in the classroom should you arrive early due to social distancing and space limitations.  Please  leave on time.


Late arrival

Our scheduling permits the right amount of time to complete your service.  If you expect to be late to your appointment, please let us know as soon as possible.  If you arrive 10 minutes late, your appointment may need to be rescheduled and you will lose your total booking fee.  This is to ensure our client’s scheduled appointments are on time and they are able to get the privacy they expect at  The Healing Cabin.


Medical conditions and Special needs

Prior to your visit and receiving your treatments, please inform us about any special needs or medical conditions,  Operations, pregnancy, injuries, allergies, or disabilities.   Please notify and work with your GP and or  medical  practitioners as this will help customise your service to ensure the highest standard and satisfaction.


Health Condition on the day

If you have a potentially contagious condition on your hands or feet, signs of a fungus or warts, Cold, Flu or virus we can’t provide services to you until the condition has fully cleared up.  We also can’t perform services if open or infected wound is present. If you have a condition on your hands or feet that you think is suspect, please notify us before the service begins, and we will advise you on whether or not services can be legally and safely performed.  If you have any warts or verruca's please keep them covered during your visit.



We love to treat children! but unattended children in the salon are not permitted as it can be disruptive and dangerous and we are not insured.  We use many products that are harmful if ingested or applied to unprotected skin. If you have children under 10 who are not receiving nail services, where possible please keep them safe and leave them at home.

Children under the age of 15 should be accompanied by an adult.

Children under the age of 16 will need parental consent to receive any treatments.  We don’t apply Acrylic nail enhancements to any child under the age of 15.  We don’t apply Gel Polish to any child under the age of 12.  These treatments on young children’s tender nails can’t be guaranteed, and could cause temporary or even permanent damage.  Children are not permitted to wait in the cabin during treatments due to insurance requirements so if you arrive at your appointment with them your treatment may be refused and you may lose your booking fees.



Gel polish manicures are guaranteed for up to Seven days after your appointment; excluding breakages. If you lose an enhancement or notice chips or lifting in the first Seven days, please call us to schedule a free repair. Repairs after 7 days for breakages, tears, and corner breaks are chargeable. Please remember, nails are jewels, not tools. Be kind to your nails and they will look beautiful for weeks after your service. Traditional polish services are not guaranteed.  Lash and brow treatments are not guaranteed as the aftercare is also key to them lasting.


Refunds / Returns

If you are not happy with your nails, lashes, treatment please make us aware of it before leave.  We will adjust them to your satisfaction or remove any enhancements or coatings that have been applied at the first available opportunity.
No refunds will be given.   All our goods are checked personally, quality assured, signed off before collection or postage. Due to hygiene procedures we don't accept returns so please check your purchase is what you want.  If you are due any refund from us please send full details of reason for request and email Harleigh J / VA on:


Mobile Phones

Please be respectful and switch off or set your phone to silent or vibrate, and use a moderate speaking tone if you need to make a call please take it outside the salon.  Additionally, pay attention to your Therapist as having to repeatedly wait for a hand to become disentangled from a mobile phone slows down our service times, and can make both you and your Therapist late for the next appointment.


Please respect our neighbours by not parking directly outside the premises or on the grass as there is limited space there. 


We Reserve the Right to Refuse Booking or Services And Terminate Service to:

-Anyone in ill health that we suspect may be contagious, or we fear could be further harmed by our services.

-Anyone with a nail condition we suspect may be contagious.

-Anyone with open or infected wounds on the treatment area.

-Anyone more than 10 minutes late for an appointment.

-Anyone who we suspect is under the influence of alcohol or drugs,

- Anyone who we deem as bullying, harassment, unreasonable behaviour, rude, mean, threatening, unreasonable or disrespectful to any of our members of staff  including our cleaning and maintenance team, whether face to face or via email or mobile message.

- Anyone who persists to swear where it isn't caused by their condition.

- Anyone who doesn't respect the professional and ethical services we offer.

- Anyone who's behaviour we deem as unacceptable will have treatments ended and all of any other bookings cancelled without any refund given.

Any services not paid in full 7 days before will be cancelled and will not be rebooked without full payment.

Negative reviews:  We constantly ask you  to be open with us as we are with you asking for your feedback at your appointment as no one can be perfect all the times.  If you are not happy with your service we ask that you share it with us immediately as we view any complaint as a gift so to get things absolutely right in the future.  If you decide to leave negative comments without seeking a resolution first we will see that as an unjust and untrue defamation of our character / business and we will take every action to clear our good name bringing legal action and any charges and damages incurred to you.



For your safety, and ours, our premises are monitored with digital video surveillance inside and out 24/7 and we have an on site 24 hour security guard.



We’re not responsible for lost or damaged personal belongings inside or outside the property.

Please don't substitute our treatments for medical advise from your GP or Medical Consultant.

Record keeping

We take and keep full records of the consultation process, the treatment and results in accordance with The Data Protection Act for a period of 7 years following the last occasion of which treatment was given.

Our Salon safety floor:

Due to the flooring in our outdoor cabin the Max weight allowed 22.5 stones weight limit. 

Our couches and chairs:

Our beds are able to take a weight of 20 stones if you weigh more please let us know prior to your appointment so we can find an alternative for you.





Prior to each session, the consultation / treatment plan will be discussed with you. At your first booking with us you will be asked to read our therapy policies when you  sign the consent for treatment we will note that you have read the information, understand it, and agree to comply with the professional therapy policies and procedures.



Prior to each treatment session, the treatment plan will be discussed with you. At your first visit with us you will be asked if you want to receive  our therapy policies via email and will be asked to electronically sign the consent stating that you have read the information, understand it, and agree to comply with the professional treatment policies and procedures. 



We strive to use salon professional products that are as natural, vegan friendly and paraben free as possible.  Our priority is our client safety so we use products under British Standard and EU standards so you can be assured we take measures to follow training protocols and standards as well as adherence to manufacturers' guidelines.




Payments for services MUST be made on booking, a 50% booking fee is required and is not refundable when services are cancelled out of the 48 hours for what ever reason. 


All payments are due in full 48 hours before arrival day of service.

A valid debit card or bank transfer is required to be book your services, no matter the payment method used to purchase the services.  For events over £15 we require a 50% deposit prior to your event to schedule services.

Any payment overdue will incur interest at a rate of 1.5% of the balance per day and any legal fees incurred or may be cancelled. 


*Block bookings are not refundable and in the case of not turning up for one session your booking reverts back to full price and any applicable discounts will be forfeited.  Previous appointments will be in debt of the full price payment.




We are fully qualified therapists and licensed professionals held to the highest of standards of the Associated Beauty Therapy Insured for Therapeutic Massage, Beauty treatments and Bodywork.

All our treatments and Therapy is a profession in which the practitioner applies manual techniques, and may apply adjunctive therapies, with the intention of positively affecting the health and well-being of the client.

As therapists we do not diagnose or prescribe for medical conditions nor are they allowed to provide treatment for a specific condition without a doctor’s supervision. The therapist is required to refer you for diagnosis and to follow recommendations of your physician.





The therapist is happy to adjust pressure, musical volume, temperature or spend longer on an area or move on if you request it.  The client or Therapist may choose to refuse any methods, stop treatment at any time, and is free to leave at anytime.


Requests for sexual activity will not be tolerated, will be viewed as solicitation, and reported to the Nottinghamshire Police authorities under the guidelines of our therapy policies and procedures. The client will not be rescheduled or refunded if this occurs.

The breast and genital area will not be treated under any circumstances. A professional distance will be maintained from these areas.  Sexual interaction or discussion of any kind between the client and therapist is NEVER or EVER be appropriate.



The discussion between the therapist and the client is strictly confidential. The client may or may not choose to talk during the treatment.

We are happy to listen to your conversation and share professional expertise. We prefer to not discuss topics of a negative, political, private or sexual nature.


1.) No children in the salon unless receiving a treatment.
2.) We don't repair enhancements we didn’t apply or remove them.
3.) No 48 hours notice  and No shows will be charged 100% of the appointment fee and will be required to secure all future bookings with a full booking fee.  We don't refund booking fees as we plan our lives well in advance and that of others around your appointment.
4.) No shoes, swearing, food or drinks in the spa treatment areas.
5.) I require the client’s full attention during their services–phones to flight mode please.