Terms and Services

Advanced Reservations

• We highly recommend that you schedule your appointments at least one week in advance to ensure that your preferred time and treatment is available.

Making A Booking

• We have a number of ways you can make a booking
• Through our online booking system via our website (Open 24hrs)
• By calling our shop during opening hours.
• A deposit, or Gift certificate number is required at the time of the booking.

Cancellation Policy

• We kindly ask for 24-hours notice in these instances, to help us give all our customers the very best in client care, and ensure our therapists can provide the full treatment for you on the day. 
• Failing to give a 24-hours notice will result in a 50% charge of the full treatment cost.
• If you fail to show for an appointment (without any prior notice given), a 100% cancellation charge will be applied before the close of business that day.
• The charge will be made automatically, without notification. Please note for all online bookings made, this applies automatically in the event you do not show for the appointment.
• We do not provide credit or refunds of deposits for late cancelled or missed appointments.
• We regret that we can only accommodate what was booked prior to your appointment, changes on the day are not possible due to time constraints.

Bridal & other large group bookings

• We are very happy to take bridal & other large group bookings up to one year in advance. In order to book we require a 20% deposit to be paid, at the time of booking. Full payment is required prior to, or on the day. While we can accept several different payment methods, we regret that we are only able to accept this via one invoice and prefer an elected individual to liaise with reception for this purpose.

Arrival

• Your booking time is your seated service time, We recommend that you check in at Reception at least 10 minutes prior to your appointment. This gives you time to enjoy a beverage, pick colors and to start the relaxation process prior to your service. Late arrival may mean reduced treatment time. Late arrival (more than 15min) may result in cancellation & deposit forfeiture.

Payment Types

• We accept cash, debit cards, Visa, MasterCard. Gratuities cannot be included on gift certificates or credit cards.

Spa Etiquette

• Please respect all our guests from the shop’s right to privacy and serenity. Guests under 16 need to be accompanied by a responsible adult at all times

Health Conditions

• Please advise us of any health conditions, allergies, or injuries that could affect your treatment or service when making your booking. Pregnancy can make you more sensitive to some services. We do not offer Foot or hand services to anyone presenting with a suspected skin or nail infection.

Hygiene

• In keeping with our commitment to cleanliness, safety, and hygiene, our equipment is sterilised and sanitised after each & every service. We are very proud to offer many disposable implements during our services for one-time use only. Anyone attending the salon for foot services must have appropriate footwear on ( ie. Flip flops) when disembarking to the dry station. We cannot allow anyone to walk barefoot in the salon.

Children attending the Salon

• All children age 16 & under must be accompanied by an adult.
• Please note we offer age appropriate services to children. Our minimum age for gel polish is 14. Our minimum age for enhancements is 18. We ask that you do not bring children not attending for services during your own appointment, to ensure a relaxing experience for you & other clients.

Pregnancy

• Please allow Reception and technicians to guide you in selecting which treatments and services are most suitable for you during this special time.

Loss or Damage

• We regret that we cannot be responsible for any loss or damage of personal articles. Please keep all valuables with you during your visit.

Product Returns

• We will accept un-opened products within 30 days of the date of purchase.
• All returns are subject to a 15% restocking fee. After 30 days, a merchandise credit will be issued minus a 15% re-stocking fee.

Gift Certificates

• Twenty11 Atelier gift certificates are non-refundable. Gift certificates should be used within 5 years of purchase, as noted on the expiration date. Gift Certificates may not be used to purchase other gift certificates or be exchanged for cash. Twenty11 Atelier are not responsible for lost or stolen gift certificates. Gift Certificates used to pay for a service are not eligible for loyalty stamps or any discounted offers. We do not accept gift vouchers for retail products at this time.

Prices

• Prices for services and products are subject to change on our website and menus without advance notice.

Terms and Conditions

• Twenty11 Atelier reserve the right to change these terms and conditions from time to time at its sole discretion.

Right of Refusal

• Twenty11 Atelier reserves the right to refuse service to any client for improper conduct. Inappropriate conduct or language during a service will result in immediate termination of the service. We reserve the right to define inappropriate conduct.

Satisfaction Guaranteed!

• If for any reason we fail to meet your expectations with any of our services, please let us know within 48 hours of your service.