MALA Salon Policies

Appointments & Bookings

Booking

Appointments can be made via our website, by phone or in person. A confirmation and/or reminder will be sent before your appointment.

Please make sure you have selected the correct treatment when booking. If you're unsure which service is right for you, our team will be happy to help.

Deposits

Some services may require a deposit to secure your appointment, particularly longer treatments such as lash lifts, massages and facials.

Deposits are refundable when the required 24 hours' notice is given. Deposits are non-refundable for cancellations or rescheduling made within 24 hours of the appointment.

Arrival

Please arrive 5–10 minutes before your scheduled appointment time.

If you arrive late, we may need to shorten your treatment to avoid affecting other clients. Where there is insufficient time to safely complete the treatment, we may need to reschedule your appointment and a cancellation charge may apply.

Cancellation Policy

Cancellations & Rescheduling

We kindly ask for at least 24 hours' notice if you need to cancel or change your appointment.

Cancellations or changes made within 24 hours may result in your deposit being retained or a charge being applied.

No Shows

Missed appointments without notice may be charged at 50% of the service cost.

Repeated missed appointments may require a deposit or payment in advance for future bookings.

Late Arrival

If you are more than 10 minutes late, we may need to adjust, shorten or cancel your treatment so that we can maintain our appointment schedule and avoid impacting other clients.

Treatment Safety & Consultation

Your safety is important to us. Please tell your therapist before your treatment about anything that could affect the suitability or safety of your service.

Allergies & Sensitivities

Please tell us about any known allergies, sensitivities or previous reactions to beauty products, including:

• Tint and dyes

• Lash or brow adhesives

• Wax

• Skincare products

• Essential oils

• Nail products

• Latex or other relevant materials

If you have previously experienced a reaction to a beauty treatment or product, please let us know before your appointment.

Nail & Pedicure Conditions

Please tell us if you have any condition affecting the nails, feet or treatment area, including:

• Fungal nail infections

• Athlete's foot

• Verrucas

• Ingrown nails

• Nail separation

• Unusual nail discolouration

• Damaged or broken nails

• Cuts or blisters

• Broken or peeling skin

• Soreness, redness or inflammation

We may need to adapt, postpone or decline a treatment where a condition could make the service unsuitable or unsafe.

Skin Conditions

Please let us know if you have:

• Eczema or psoriasis flare-ups

• Dermatitis

• Rashes or unusual irritation

• Open wounds

• Skin infections

• Sunburn

• Significant inflammation

• Any other change affecting the treatment area

Recent skin treatments such as peels, laser or other procedures should also be disclosed before your appointment.

Self-Tan, Sun & Sunbed Use

Please tell us about any recent self-tan, sunbed use, heavy sun exposure or sunburn, particularly before waxing, facials, peels or other skin treatments.

Recent tanning or UV exposure may mean that a treatment needs to be adapted or postponed.

Medical Conditions & Medication

Please tell us about any medical condition, pregnancy, recent surgery or procedure, or medication that could affect your treatment.

This is particularly important for medication or conditions that may affect:

• Skin sensitivity

• Healing

• Bleeding

• Immunity

• Sensitivity to sunlight

If you are unsure whether a medication or medical condition could affect your treatment, please speak to your GP, pharmacist or relevant healthcare professional before your appointment.

Patch Testing

Patch testing is required at least 24 hours before all tinting, lash lift and brow lamination services, regardless of whether you have received the treatment previously.

Some other treatments or products may also require a patch test.

Please follow the advice given by your therapist and let us know immediately if you experience any reaction following a patch test.

During Your Treatment

Please tell your therapist immediately if you experience:

• Itching

• Burning

• Swelling

• Pain

• Irritation

• Unusual discomfort

• Any other unexpected reaction

We may adapt, postpone or decline a treatment if there are signs of infection, broken or sunburned skin, significant inflammation or another concern that could make the treatment unsuitable.

Where appropriate, we may recommend that you seek medical advice.

Treatment Information

Brows & Lashes

We offer brow threading, waxing, tinting, lamination and lash treatments, including lash lifts.

Results can vary depending on individual hair type, skin type, previous treatments and aftercare. Your therapist will advise you on the most appropriate treatment for your needs.

Waxing

Waxing is performed using professional products and hygienic treatment procedures.

Please tell your therapist about recent sun exposure, sunburn, self-tan, skin treatments, allergies, sensitivities or medication that may affect your skin before waxing.

In particular, please tell us if you use retinoids or other products/medications that may increase skin sensitivity.

Facials & Massage

Please disclose any allergies, skin conditions, pregnancy, medical conditions, recent procedures or medication that may affect your treatment.

Your therapist may adapt the treatment where necessary to ensure it is appropriate for you.

Food & Drink Allergies

We offer a selection of coffees, drinks and light refreshments for our clients.

If you have a food allergy, intolerance or dietary requirement, please tell a member of our team before accepting or consuming any food or drink.

Our team can provide the allergen information available for the food or drink being offered.

Please do not consume anything if you are unsure whether it is suitable for you.

While we take care when preparing and serving refreshments, we cannot guarantee an allergen-free environment.

Our Salon

Children & Guests

To maintain a calm, comfortable and safe environment for our clients and team, we kindly ask that children and additional guests do not accompany you unless they also have an appointment.

Beverages

Enjoy our selection of coffees and refreshments while you relax. Alcoholic beverages may be served during special events or by arrangement.

Respectful Environment

Mala is an inclusive and welcoming space for everyone.

We expect clients and team members to treat one another with respect. Harassment, discrimination, threatening behaviour or persistent disruptive behaviour will not be tolerated.

Payments & Refunds

Payments Accepted

We accept cash, credit/debit cards and digital wallets.

Refunds & Treatment Concerns

We do not offer refunds on completed services.

If you are unhappy with your treatment or have any concerns about the service, products or experience, please speak to a member of the team as soon as possible, ideally before leaving the salon.

We want to have the opportunity to understand your concern and, where appropriate, address it with you.

Please check your results before leaving your appointment and let your therapist know if something doesn't feel right or isn't what you expected.

Customer Complaints Procedure

We want every MALA client to have a positive experience. If something hasn’t gone as expected, please let us know so we have the opportunity to understand your concern and put things right where possible.

1. Raise your concern
Please speak to a member of our team in the salon, or contact us as soon as possible after your appointment, so we can try to resolve the matter promptly.

2. Submit a formal complaint
If your concern has not been resolved, you can submit a formal complaint in writing to info@malabeautylounge.co.uk. Please include your name, contact details, MALA location, appointment date, treatment or service received, and details of your concern.

3. Acknowledgement
We aim to acknowledge formal complaints within 2 working days.

4. Investigation
Your complaint will be reviewed by the Salon Manager. This may include checking appointment and treatment records, relevant messages or photographs, and speaking with the team member involved.

5. Written response
We aim to provide a written response and, where appropriate, a proposed resolution within 10 working days. If we need longer to investigate, we will keep you informed.

6. Further review
If you are unhappy with the outcome, you may request a further review by the Salon Owner.

7. Record & improve
All complaints are handled sensitively and records are kept securely. Feedback helps us continually improve our treatments, customer care, staff training and salon procedures.

Formal complaints:
info@malabeautylounge.co.uk

Post-Treatment Reactions

If you develop signs of irritation, an allergic reaction or infection following your treatment — such as swelling, redness, rash, pain or unusual discomfort — please contact us as soon as possible.

If you experience a serious or concerning reaction, seek appropriate medical attention.

We may document treatment reactions or concerns to help us monitor safety and improve our procedures.

Gift Vouchers

MALA gift vouchers make a lovely way to gift someone a little MALA time.

Gift vouchers are valid for 12 months from the date of purchase.

Vouchers must be redeemed before their expiry date. Any unused balance will expire after 12 months and cannot be redeemed after the expiry date.

Please retain your gift voucher and bring it with you when redeeming it.

Hygiene

We maintain strict hygiene and sanitation procedures across our treatments and salon spaces.

Tools and equipment are cleaned, sanitised, sterilised or disposed of appropriately according to the treatment and equipment requirements. Single-use items are used where appropriate.

Please help us maintain a safe environment by informing us of any infection, illness or condition that could affect your treatment.

Illness & Rescheduling

Please do not attend your appointment if you are unwell or have a condition that could pose a risk to yourself, our team or other clients.

This includes illnesses or conditions such as:

• Flu or significant cold symptoms

• Cold sores

• Skin or nail infections

• Other contagious infections

• Fever or significant illness

Please contact us as soon as possible if you need to reschedule due to illness. We will do our best to help where we can.

Consultations

Some treatments require a consultation or consultation form before your appointment.

This may include treatments such as tinting, waxing, facials and other treatments where your medical history, skin condition or suitability needs to be assessed.

Please provide accurate and up-to-date information so that our team can make appropriate decisions about your treatment.

A little final point

Your safety and comfort matter to us.

If you're unsure whether a treatment is suitable for you, have a question about a product, medication, allergy or medical condition, or simply aren't sure what to expect, please ask a member of our team before your appointment.

Questions before your appointment?
info@malabeautylounge.co.uk

We’re always happy to help.