Here we have our policies, procedures & T & C’s

Contact us if you have any inquiries or further questions.

Coronavirus (COVID-19) Infection Prevention & Control Policy
Our priority is to keep you as safe as possible, and prior to re-opening the salon we have implemented a number of changes which we would like to make you aware of. During the time we have been shut, we have completed the Coronavirus (COVID-19) Infection Prevention and Control course which is accredited by the Guild of Professional Beauty Therapists Ltd, the UK trade body for our industry. We have since made a number of changes in the way that we operate that you will notice when you next visit.

Booking Appointments
If I/any of our staff feel ill or have symptoms of C0VlD-19, I / they will self-isolate immediately and not come into the salon. This may mean that we have to cancel your appointment at short notice. We appreciate that this may be inconvenient but it is done entirely for your own safety. If your appointment is cancelled you will be able to re-book again or ask for a full refund / voucher.

If you or any of the people you live with feel ill or display any symptoms of C0VlD-19 – please advise us as soon as possible and DO NOT COME TO THE SALON FOR YOUR APPOINTMENT. We have amended our booking terms and conditions and you will not be charged for any appointments which you miss due to illness/ other.

Visiting the Salon/Home Visits
For your safety and to maintain social distancing, we ask that you attend your appointments as close to the appointment time as possible. Please do not turn up too early for appointments as this may mean that you come into contact with other clients who are just leaving.

We have increased the frequency of cleaning in the salon including making sure that common surfaces, toilets door handles etc. are wiped clean using disinfectant products between each client.

All tools and equipment will be disinfected or sterilised in line with the specific manufacturers’ instructions for your safety. 

Wherever possible we will utilise environmentally, friendly, single use items during a treatment that will be disposed of safely after use in order to protect you from cross infection.

You will have access to soap and hot water to wash your hands with as soon as you enter the salon and we will also have hand sanitiser available for you to use when you come into the salon.

If we are coming for a mobile visit we need access to wash our hands. We will have disinfectant for our equipment and PPE.

We will understand and not be offended if you wish to wear a facemask or wear disposable gloves when you visit the salon and during your treatment is this is appropriate.

Please don’t be surprised or upset if I/our staff use personal protective equipment (PPE) during your visit and during your treatment. This may include disposable gloves / facemasks / aprons where appropriate.

We can confirm that the laundering of salon towels and uniforms is a priority we can assure you that all salon laundry is washed at 60 degrees C

All disposable items are bagged and safely removed from the treatment area every day

Our treatments
We have carried out a risk assessment on all treatments and we are confident that we can continue to provide these safely as long as we are adhering to government guidelines and updates.

During your treatment
I/our staff understand the importance of hand hygiene and we will ensure that I/we wash our hands in according with NHS recommendations before the start of your treatment.

I/We will try to make your treatment as safe, comfortable and enjoyable as possible. If you have any concerns about your treatments please let me/us know and I/we will do what I/we can to satisfy you.

Please bring your own bottles/cups for water as this will minimise the risk of spreading the virus.

After the treatment
In order to avoid handling of cash, we would prefer if you could pay for your treatment in advance using bank transfers / Paypal.

All of these procedures have been implemented for your safety and mine / that of our staff. We will continue to take advice from the Government and the NHS regarding safe practice and will amend them as necessary.

Data Protection & GDPR Policy
Ostara Wellbeing is required by law to document what personal information I/we keep for all clients.

At the time of booking your appointment I/we will take your name and a contact telephone number.

At your appointment I/we will take your name and telephone number with your consent and any medical history which you feel is relevant and that may impact on the suitability of the treatment being performed.

All future clients will have a treatment record card which records all the information above plus the treatment you are receiving and the date of that treatment. These record cards are kept in a locked secure file.

I/we am required to keep this information for legal and insurance purposes. All information is kept for a period of 7 years from initial communication after which it will be securely destroyed unless you are still a client of mine. You do have the right to see any information I keep and you can request that any data be changed or securely destroyed. If however you do request that records be destroyed I/we will no longer be able to carry out any treatments for you.

I/we do not use the information for anything other than to contact you regarding your appointment or to email our newsletter with offers and updates. I/we only send out newsletters and offers to customers who have opted to receive them and signed up in salon or been in contact with us via email to request to be added to our mailing list.  
However I/we take this opportunity to let you know that you can easily unsubscribe from our list using the link in the email footer.  This link appears in all emails we send to you, so that you can easily opt out in future if you wish to do so.

I/we will not pass our personal information to any third party.

I/we will not use your personal information for marketing purposes although I/we would like to publish pictures of the work I/we have completed e.g. before & afters. Your face will be cropped and no names used. You have the right to share your photos with my business page and know that this is your decision; therefore you have consented for that photo to be visible.

Any information given to me/us via the message service on our Facebook Page is only accessible by myself/my team. You may request that once I/we have written your details on your record card that I/we delete any message which contains your personal information.

Any information you have given me/us via text message on our  phone is accessible only by ourselves. You may request that these text messages are deleted once I/we have written the information on your record card.

Terms and Conditions for Treatments
We can perform treatments on adults aged 18 years and over. Anyone between the ages of 16-18 would need a parent or guardian present. 

Some treatments may not be suitable for all and may require your doctor’s permission. 

We will always complete a consultation in order to see your requirements; however we may have to recommend alternatives or may have to avoid performing the treatment completely.

Disclaimer- All services including massage services are professional. We have the right to ask you to leave if any of the therapist’s feels threatened or vulnerable.

We ask all clients male and female to leave underwear on, and if in any case this is not possible we have disposable underwear available. Failure to comply will result with the treatment not going ahead. We believe in holding professional industry standards.

Cancellation Policy
We will always endeavour to meet your requirements and if in the unlikely event of having to cancel a treatment, will let you know as soon as possible. 

As our therapist’s time is precious, we do have a cancellation policy and request that you let us know within 48 hours if you need to cancel.  Failure to do this could result in a charge of up to 50% of the treatment booking/s, to cover room costs and loss of income.  

Course Payment & Cancellation Policy
Upon booking your course the deposit is non refundable.The remainder payment must be paid seven days prior to your
course practical date.  If for any reason we had to cancel a date,
every effort would be made to re-book another date. If for any reason you do not show up to the course, you will be billed the full amount. Course fees are non refundable. If for any circumstance we could not offer the full qualification and had to cancel; you would be given a 100% refund. Travel and accommodation charges will apply for visits to onsite training


Swapping courses
Course fees are non refundable. Once you have booked your course or course package, you may be able to swap to a course that is of the same value but no less than what you originally booked for. You can upgrade your course package but be aware that bespoke one off offers made upon booking, won’t  be valid if deciding at a later date. Deposits are non refundable.  Most of our course packages are discounted and on offer already, therefore if you choose to swap packages you risk having to pay full price.  Changing courses upon booking is at our discretion and whether we have space and availability. 


Changing course dates is also upon our discretion and if you have booked a date and need to change it, we cannot guarantee this will be possible. Course fees are non refundable.

If you have entered a payment plan contract you are liable to pay for the course booked in full. 
If entering into our contractual payment plan, you decide to
cancel, no funds would be returned to you. You agree to enter into a set amount of payments, over an agreed time. 


After the course
We accept no liability or responsibility for students of our academy after the course. Students will have been assessed according to industry and accrediting standards and pass the course successfully ONLY if found to be competent.  They will have been taught to gain insurances and licenses. We do not accept responsibility for their choices and actions upon leaving our training course.

Aftercare support
We endeavour to be contactable to help students with advice and guidance only.

Insurance and licensing 
Students are responsible for checking insurance and licensing options prior to booking onto our courses. We endeavour to give advice and guidance but it is your responsibility to make contact with insurers and local councils and any other bodies necessary. It is also the student’s responsibility to gain student insurance under their own name if doing case studies after your course.


It is a student’s responsibility to source their own models.
We shall advertise for models if requested but cannot guarantee models. This may mean you having to wait to attend your course if you have not got any models.


If you are a model for a student, you acknowledge these are student’s under supervision and they are practicing. Mistakes may happen, timings may be longer and results may not last or be as desired. This is reflected in the heavily discounted treatment prices.

Complaints Procedure
If for any any reason you are not satisfied with our services, we ask that you contact us directly using our email address enquiries@ostarawellbeing.com

We ask that you provide us with details such as your name, dates, who was involved & the actual summary of the event/complaint.

We shall acknowledge receipt of your complaint.

The complaint will be logged & passed to the manager/owner who will deal with it & contact you to update you.

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