Salon Policy

At 1st Secret Nails, our policies are designed to protect your rights and ensure the highest standard of service and satisfaction. Nothing within this policy affects your statutory rights under the Consumer Rights Act 2015.

To allow us to deliver a seamless and high-quality experience, we kindly ask that you observe the following:

General Policy

    1.    Please clearly communicate the service you wish to receive at the time of your appointment.
    2.    You must inform our team of any allergies, sensitivities, or medical conditions relating to chemicals or products prior to receiving any service.
    3.    During your appointment, we encourage open communication. Please share feedback or concerns immediately so adjustments can be made at the time of service.
    4.    If you have any concerns regarding the salon, our team, or your service, please notify a member of staff or the salon manager immediately.
    5.    If you experience any abnormal reaction or condition affecting your nails, you must inform the salon or manager without delay.
    6.    Children must be accompanied by an adult at all times. We cannot accept responsibility for any accidents involving children during your appointment.
    7.    Personal belongings remain the responsibility of the client. 1st Secret Nails cannot be held liable for loss or damage to personal items.
    8.    No food or drink may be brought onto the premises.
    9.    Pets are not permitted in the salon, with the exception of registered guide dogs.

Guarantee

Please remember: nails are jewels, not tools. With proper care, your nails should remain beautiful for weeks following your appointment.
    1.    Traditional polish services are not guaranteed.
    2.    Nail enhancements and gel polish manicures are guaranteed for 48 hours after your appointment. If you experience lifting, chipping, or loss of an enhancement within this time, please contact us to arrange a complimentary repair.
    3.    Any guarantee-related appointment must be scheduled within 5 days of the original service.
    4.    Repairs requested after 3 days, including breakages, tears, or corner breaks, will be chargeable.
    5.    We cannot be held responsible for broken, damaged, or infected nails once you have left the salon if caused by negligence or failure to follow our aftercare advice.

Refunds

We do not offer cash refunds once you have left the salon. Leaving the premises confirms your acceptance and satisfaction with the service provided.
    1.    If you are unhappy with your nails, please inform us before payment. We will happily make adjustments or remove enhancements or coatings applied.
    2.    Refunds will not be issued due to a change of mind.
    3.    If you are dissatisfied with the quality of your service, we will correct the issue at no additional cost, provided you notify us immediately after the service. Should you still wish to pursue a refund after corrections have been made, you must submit a written request to our registered office, including the reason for dissatisfaction and photographic evidence.
    4.    If a refund is approved, it will be processed via bank transfer within 30 days to the account provided.