Lavender on
the Hill Bookings

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TERMS & CONDITIONS

These Terms & Conditions govern the use of the online booking platform (“Platform”) and the booking, purchase and management of services provided by Lavender on the Hill locations and affiliated practitioners.

By creating an account, making a booking, purchasing a voucher or package, completing a consultation form, or otherwise using the Platform, you agree to these Terms & Conditions.

1. ABOUT US

SSC Scheduling ("the Platform") is operated by So Slay Collective Ltd ("SSC").

The Platform facilitates appointment bookings, account management, vouchers, packages, payments and related services.

The contract for treatment services is formed directly between the client and the Lavender on the Hill location at which the appointment is booked and delivered. The legal entity responsible for providing treatment and collecting payment will be identified during the booking process and within your booking confirmation.

2. ELIGIBILITY

You must be at least 18 years old to create an account, purchase a package or voucher, or make a booking on behalf of yourself or another person.
Appointments for clients under the age of 18 must be arranged by a parent or legal guardian and may be subject to additional consent requirements.
Where a booking is made on behalf of another individual, the person making the booking confirms that they have authority to provide that individual’s details and accept these Terms on their behalf.

3. CLIENT ACCOUNTS

Clients may create an account to:

You are responsible for maintaining the confidentiality of your login credentials and for all activity occurring under your account.

You must notify us immediately if you believe your account has been accessed without authorisation.

4. BOOKING APPOINTMENTS

Appointments may be booked:

All information provided during booking must be accurate, complete and up to date.

We reserve the right to refuse, amend or cancel bookings where information provided is inaccurate, incomplete or misleading.

A booking is not confirmed until confirmation has been issued by the Platform.

5. CONSULTATION FORMS & HEALTH INFORMATION

Certain services require consultation and health information before treatment can be provided.

By submitting consultation information, you confirm that the information supplied is accurate, complete and up to date to the best of your knowledge.

You agree to notify Lavender on the Hill of any changes to your health, medication, injuries, pregnancy status or medical circumstances before future appointments.

Treatment recommendations and suitability assessments are based on the information provided.

Lavender on the Hill reserves the right to refuse, postpone or modify treatment where clinically appropriate.

6. PAYMENT & PRE-AUTHORISED CARDS

A valid payment method may be required to secure an appointment.

Depending on the booking type, clients may:

Payment processing is handled by authorised third-party payment providers.

Lavender on the Hill does not store full payment card details.

Where clients choose to save payment details for future bookings, secure payment tokens may be stored by authorised payment providers.

By providing a payment method, you authorise Lavender on the Hill to charge any applicable treatment fees, cancellation fees, no-show fees, package balances or voucher shortfalls in accordance with these Terms & Conditions.

7. CANCELLATION POLICY

We understand that plans can change and ask clients to provide as much notice as possible.

More Than 24 Hours’ Notice

Appointments cancelled more than 24 hours before the scheduled appointment time may be:

Less Than 24 Hours’ Notice

Appointments cancelled with less than 24 hours’ notice may be charged up to 100% of the appointment value.

No-Shows

Clients who fail to attend an appointment without notice may be charged up to 100% of the appointment value.

Management reserves the right to exercise discretion in exceptional circumstances.

8. LATE ARRIVALS

We understand that delays can occasionally occur. Where possible, Lavender on the Hill will make reasonable efforts to provide the full treatment time.

However, in order to minimise disruption to other clients and practitioners, appointments may need to finish at their originally scheduled time.

The full appointment fee may still apply.

9. GIFT VOUCHERS

Gift Vouchers represent a monetary value that may be redeemed against eligible services.

Gift Vouchers:

Expiry dates are displayed at the time of purchase.

Extensions may be granted at management discretion.

10. TREATMENT VOUCHERS

Treatment Vouchers are valid for a specified treatment.

Treatment Vouchers:

11. TREATMENT PACKAGES

Packages consist of multiple sessions of a specific treatment purchased in advance and intended for use within the applicable validity period.

Packages are generally intended for use at the location from which they were purchased.

Package sessions may be shared with immediate family members where reasonable.

Cooling-Off Period:

Unused packages may be cancelled and refunded within 14 days of purchase.

Once Treatment Has Commenced

Once any session within a package has been used:

Exceptional Circumstances

Lavender on the Hill may consider refunds, transfers or extensions in exceptional circumstances, including relocation, serious illness or other significant life events.

Any such decision remains entirely at management discretion.

12. REFUNDS

Refund eligibility depends on the service purchased and the circumstances of the request.

Treatment bookings cancelled with more than 24 hours’ notice may be refunded or rescheduled.

Gift Vouchers and Treatment Vouchers are non-refundable once purchased.

Packages may be refunded within the applicable cooling-off period provided no sessions have been redeemed.

Any refund issued will normally be returned to the original payment method.

13. PRACTITIONER DISCRETION

All treatments remain subject to professional assessment. Practitioners may:

where they believe it is necessary for safety, wellbeing or clinical reasons.

No guarantee is given regarding specific treatment outcomes.

14. UNDER-18 CLIENTS

Appointments for clients under the age of 18 should be booked by a parent or legal guardian.

A parent or legal guardian may be required to:

Additional safeguarding procedures may apply.

15. BEHAVIOUR & CONDUCT

Lavender on the Hill is committed to maintaining a safe, respectful and professional environment.

We reserve the right to refuse or terminate treatment where a client behaves in a manner that is:

In such circumstances, the full treatment fee may still apply.

16. PLATFORM USE

Clients must not:

We reserve the right to suspend or terminate access where misuse is suspected.

17. PLATFORM AVAILABILITY

While we aim to provide uninterrupted access to the Platform, availability cannot be guaranteed.

Access may be suspended or restricted for:

18. COMPLAINTS

If you are dissatisfied with any aspect of our services, please contact the relevant Lavender on the Hill location in the first instance.

We will endeavour to investigate and respond to complaints within a reasonable timeframe.

19. FORCE MAJEURE

Neither Lavender on the Hill nor  shall be responsible for delays, interruptions or failures arising from events beyond reasonable control, including but not limited to:

20. LIMITATION OF LIABILITY

Nothing within these Terms excludes liability where exclusion would be unlawful.

To the fullest extent permitted by law, Lavender on the Hill and  shall not be liable for indirect or consequential losses arising from use of the Platform or services booked through it.

Nothing in these Terms affects your statutory rights.

21. CHANGES TO THESE TERMS

We may amend these Terms & Conditions from time to time.

The latest version will always be available through the Platform.

Continued use of the Platform following publication of updated Terms constitutes acceptance of those changes.

22. GOVERNING LAW

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.