Terms and Conditions
If paying with a gift card, please have the gift card details to hand when booking.
Gift cards must be presented at reception upon arrival for the booked treatment.
Failure to attend an appointment will result in full payment for your visit to be deducted from your gift card.
The remaining balance will be available for future use.
Gift cards purchased at Queen B in person or via queenb.london have no expiry date and can be topped up for future treatments.
Gift cards are non refundable and may not be exchanged for cash.
Change will not be given, but the balance will remain on the gift card.
We operate a strict 48 hour cancellation policy in order to accommodate the high demand of appointments.
We are happy to cancel or reschedule appointments, providing we have at least 48 hours notice.
Please note, if you do not let us know within 48 hours of your appointment that you need to cancel, we will charge a 100% cancellation fee. Clients arriving more than ten minutes late for their appointments will risk losing their appointment and being charged in full.
If you are late for your appointment, we will do as much as possible in the time remaining or you may choose a shorter treatment but you will be charged in full for the service that you booked.
We ask our guests to look after their property while at Queen B, in the event that you forget an item after your treatment, please call the salon at your earliest convenience to arrange for us to ensure its safekeeping until you are able to collect it.
We will do our best to contact you however, failure to collect your property within 24 hours may result in the item(s) being donated to charity / disposed of.
Chipping and smudging
If you chip or smudge your nails within 24 hours after your treatment (72 hours for gel treatments), we will be delighted to repair the affected nail(s) within 5 days of your original appointment providing we are notified within the 24/72 hour time frame. Outside this period there will be a small fee, please refer to the price list. We do not offer any refunds on any services. See refund policy below.
Complimentary Soak Off
We offer a complimentary soak off service when you return to re-apply gels that we have applied. If you have our gel polish on but are not reapplying gel polish, the soak off charge will apply. The soak-off is only free if you re-apply gel polish from Queen B and cannot be exchanged for any other treatment.
To avoid disappointment we strongly suggest you book your appointments 2-3 weeks in advance to get your desired time.
If you would like a regular weekly or monthly appointment please let a member of our team know and we can pre-book all your appointments for the next six months in advance. (In order to pre-book, you must have had at least 6 consecutive appointments within the past 12 months and have not had more than 1 no show)
Should you no show for more than 1 appointment without paying for your missed appointment, all future appointments will be cancelled.
Refusal of service
Hygiene and sanitation are important at Queen B, should you have any hand or feet problems, please advise us when booking as we will not be able to treat you if you have foot fungus, verrucae or any other symptoms that put our clients and technicians at risk.
Clients that do not advise us in advance will be refused treatment upon discovery of symptoms and will be charged for their treatment.
Refund policy – Products
We cannot give refunds on any products sold to due to personal hygiene and health and safety reasons. If there is a fault with the product we can send back to the manufacturer for review.
Refund policy – Services
Our treatments are carried out by qualified therapists. If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist or email us no later than 48 hours after your visit and follow the complaints procedure (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.
All courses are valid for 6 months unless otherwise stated. All treatments purchased as a course must be paid for in full at the time of purchase.
Treatment courses are non-refundable and non-transferable between accounts.
We offer a cancellation list if we are fully booked at your requested time and date.
For safety reasons and in keeping with the calm environment, we kindly request you do not bring your children with you to your treatment unless they are booked in for a treatment. Please mention when booking if you are bringing your well-behaved child for an appointment so we can make sure it is a memorable experience.
We take complaints very seriously, should you have a complaint or are not happy with your visit to Queen B, please email us confidentially and we will get back to you within 24 hours, please ensure you leave your contact details and date of your visit.
It is advisable to arrive at least 5 minutes before your appointment so we can settle you in, and you can wind down from your day.
Please refrain from talking on your mobile phone unless it is an urgent matter, we want all of our guests to enjoy ‘me’ time.
Rudeness and use of profanity will not be tolerated. This is to protect both our team and our guests.
Queen B is a safe, friendly environment and we take this very seriously.
You will receive an immediate lifetime ban if found to be abusive and your treatment will be cancelled.
The team at Queen B Luxury Nail and Beauty Lounge are available to answer any questions you may have to ensure your visit is an enjoyable one, should your questions not be answered above or in our FAQ’s please email or call the salon during opening hours.