At Twickenham Nails, we want every client to enjoy a smooth, professional and comfortable salon experience. Please read our salon policy before booking your appointment.
Please tell us clearly which service you would like. If you are unsure, please speak to a member of staff before your treatment begins.
Please let us know before your treatment if you have any allergies, sensitivities, medical concerns, injuries, infections, or any unusual nail or skin condition.
During your treatment, please tell your technician if you would like the shape, length, colour, design or finish adjusted. This helps us make changes straight away.
If you notice any irritation, infection or unexpected reaction after your appointment, please contact us promptly and seek medical advice where appropriate.
Twickenham Nails operates mainly by pre-booked appointments through our online booking system. Walk-ins are welcome subject to availability.
Online bookings may be made through Fresha or our online booking link. Valid card details may be required to secure an appointment in line with Fresha booking policies.
Online bookings may be cancelled or rearranged without charge up to 3 hours before the appointment time.
If you do not attend your appointment and do not cancel in advance, this will be treated as a no-show. A no-show fee of 50% of the booked service price may be charged to the payment card used to secure the booking, in line with Fresha booking policies.
If you are running late, please contact us as soon as possible. Late arrival may mean your treatment is shortened, changed or rearranged, depending on availability. If you arrive too late for us to reasonably carry out the booked service, the appointment may be treated as a no-show.
Telephone bookings may need to be confirmed through Fresha with valid card details. If the booking is not confirmed when requested, the appointment may be cancelled.
For appointments made in the salon, we may ask for card details, a booking deposit or payment in advance to secure the appointment. Any deposit paid will be deducted from your final total after your treatment.
If a client repeatedly cancels late or does not attend, we may ask for full payment in advance or decline future bookings.
We accept major credit cards, debit cards, cash and Twickenham Nails gift vouchers.
We reserve the right to ask clients to pay in full before treatment where appropriate.
Gift vouchers cannot be exchanged for cash.
Gift vouchers are valid for 6 months from the date of purchase, unless stated otherwise on the voucher.
Expired gift vouchers do not have to be accepted.
Please treat gift vouchers like cash. Lost or stolen vouchers will not be replaced or refunded.
Gift vouchers cannot be cancelled or refunded after purchase, unless required by law.
Please remember: nails are jewels, not tools. Be kind to your nails and they will look beautiful for longer.
We want every client to be happy with their treatment. If you are dissatisfied with any service, please tell us as soon as possible so we can try to put it right.
Enhancements, gel polish, Shellac-style services and gel manicures or pedicures are guaranteed for 48 hours after your appointment against service-related lifting, chipping or loss.
If you notice a service-related issue within 48 hours, please contact us promptly so we can inspect the nails and arrange a repair where appropriate. Any repair appointment must be arranged within 7 days of the original service.
Repairs after the guarantee period, or repairs caused by breakages, tears, corner breaks, accidental damage, nail biting, picking, misuse or failure to follow aftercare advice, may be charged.
Traditional polish services are not guaranteed because normal polish can be affected by drying time, footwear, aftercare and daily activity.
We are not responsible for broken or infected nails where the issue is caused by an underlying nail condition, medical issue, client damage, poor aftercare or circumstances outside our control.
If you request a change to the original colour, shape, length or design after the service has been completed, a charge may apply.
Twickenham Nails does not normally offer refunds once a treatment has been carried out properly. This does not affect your statutory rights.
If you are unhappy with your nails, please tell us before you leave the salon, and before payment where possible, so we can inspect and adjust them where reasonable.
No refund will be given simply because you have changed your mind about a colour, shape, length or design after the service has been agreed and completed.
If there is a quality issue with our work, we will normally offer to correct the issue or redo the relevant part of the service at no cost, provided the issue is reported within the guarantee period and we are given a fair opportunity to inspect the nails.
For hygiene and safety reasons, we may refuse or delay a treatment if there are signs of infection, open cuts, irritation, swelling or any condition that may make the treatment unsuitable.
Patch tests may be required before some treatments. If a patch test is required and not completed, we may be unable to carry out the treatment.
For spa pedicures with normal polish, we recommend bringing open-toe sandals to help prevent smudging after your treatment.
Client information is handled confidentially and used only for salon, booking, treatment, legal or safety purposes. Please see our Privacy Policy for more information.
We are proud to offer a warm welcome and professional service. In return, we ask all clients to be polite and respectful to our staff and other customers.
We do not tolerate violence, aggression, harassment, threatening behaviour or abuse towards staff or customers. If this occurs, we may refuse service, ask the person to leave, cancel appointments or contact the police.
If you have any complaints or feedback, please speak to the salon manager as soon as possible so we can try to resolve the matter fairly.
We may ask for photographs, appointment details and a description of the issue so we can investigate properly.
You can also contact us by email:
02031584403
info@twickenhamnails.com
154 Heath Road, Twickenham, TW1 4BN