Terms and Conditions
Covid – 19
It is your responsibility to let us know immediately if you are unwell, have been told to isolate, have travelled to an at risk zone or country or have been in contact with someone who has tested positive for Coronavirus or has symptoms.
You will be sent by email 48 hours before your visit a Coronavirus Consultation form which will need to be completed before your visit.
Should you feel unwell before your appointment or be told to isolate via the track and trace app, please call the salon immediately so we can do our best to fill your slot and avoid a no show charge.
Please see our Covid 19 notice for more information
If paying with a gift voucher you must give details at time of booking.
Gift vouchers 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 voucher.
The remaining balance of the voucher will be available for future use.
Gift vouchers purchased at Queen B in person or via queenb.london have no expiry date and can be topped up for future treatments.
Gift vouchers may not be exchanged for cash or other vouchers. Change will not be given, but the balance will remain on the voucher.
We have 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 24 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. In the event of a late arrival, we may not be able to carry out the complete treatment, you will, however, be charged for the full value of the treatment that was made at the time of booking.
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 (48 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 24/48 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.
Free Soak Off
We offer a free soak off service when you return to re-apply gels that we have applied. The soak-off is only free if you re-apply gels 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.
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. 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. UPDATE – All courses expiring while Queen B is closed due to the Covid 19 pandemic will be extended to cover time closed.
We offer a cancellation list if we are fully booked at your requested time and date.
For safety reasons and in keeping with social distancing, 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, arrange refreshments 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.