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AIBU?

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Original poster

Who is the CF, me or the beauty salon?

211 replies

superdelooper · 13/08/2024 07:41

Last week my DM was talking about getting powder ombre brows done. My friend had them done, and they are lovely, so asked friend for the salon details so I could contact them for DM.
I reached out to the salon via WhatsApp on Friday (there is no online booking or website) and someone responded immediately with details and an appointment time for this week (Thursday).
All good, fairly reasonable pricing and DM was happy to go ahead and get me to book. There was a £50 booking fee, which I paid, with the balance to be paid at the appointment.
Within an hour of making the booking DM realised she had forgotten about the blood thinners she takes and after a bit of google searching, we realised she needed at least a week off the thinners before she could safely have her eyebrows done. I reached out to the salon again and they assured me she would be fine to continue with the booking, even while still taking the thinners. DM is in her 70's and we didn't want to risk it and requested to cancel the booking. Salon again said it would be fine (these messages have since been deleted by salon) but I insisted we cancelled and apologised. Fine, booking cancelled. I then asked for the booking fee to be refunded. Salon refused stating this booking fee was 'non refundable'.
When we made the initial booking she sent a message with bank details and a note about things to do/not do prior to the appointment. It also stated there was a £50 'booking fee', no mention of this being non refundable.
Who is in the wrong here? We tried asking politely for the fee to be refunded as it seems like a lot to be charged for an appointment we booked and cancelled within an hour, DM would have been happy to pay a small admin fee but £50 is a quarter of what the eyebrows would have cost to have done.

OP posts:
LarryUnderwood · 13/08/2024 09:03

YANBU. Any business should have clear T&Cs available on their website or sent to customers as part of booking. This business should also have a process for assessing medical contraindications prior to or as part of booking. The fact that they've not done that suggests they are highly unprofessional. Dp they even have insurance?. They've no right to take deposits without these processes in place. I would report them to trading standards.

DandyClocks · 13/08/2024 09:02

You booked a service online so they’re bound by the regulations that govern contracts entered into online.

Remind them of their legal obligations when you insist on a refund, and issue court proceedings if they don’t refund you in full.

Sweetteaplease · 13/08/2024 09:00

I've just seen you cancelled within an hour of making the appointment, so whilst they don't have to refund anything it's not a great way to get new customers.

Mymanyellow · 13/08/2024 08:59

£200 for eyebrows. I’m in the wrong job.

JollyGreenSnake · 13/08/2024 08:58

Superhansrantowindsor · 13/08/2024 07:57

First post spot on.
But I’m going to be that poster who expresses bemusement that someone would stop pretty vital sounding medicine for a beauty treatment that sounds hideously expensive and pointless.

I agree!

MarkWithaC · 13/08/2024 08:56

They didn't check for any medical issues, they blithely said the treatment would be 'fine' and they deleted their own business messages.
For those things alone, I think YANBU. I'd name and shame on SM.
Is there a trade body for beauty salons that would be interested to hear that they are failing to check for medical issues and trying to give medical advice?

Anewuser · 13/08/2024 08:55

3luckystars · 13/08/2024 08:51

I feel, if they offered to reschedule the appointment and you refused, then they are correct to keep the money. It’s a booking fee. You just changed your mind, had second thoughts, that’s ok but you can’t expect the money back.

These eyebrows, when done well are absolutely worth the money. Her mom might have had chemo or have thyroid issues, who knows. Everyone is allowed to feel nice, whatever their age.
If a 70 year old wanted a tattoo it’s the same thing. Good luck to her.

Yes, but there’s feeling nice and risking your health. I’m guessing if she’s on blood thinners then it is because she is a stroke risk? Surely, if she’d had chemo for instance, it would be because she wants to live? A week without blood thinners is risking her life. So she feels nice?

ClairDeLaLune · 13/08/2024 08:53

Your mum would be insane to come off the blood thinners for a day let alone a week. What a ridiculous idea. No wonder the NHS is in such a bad way when there are people with such a cavalier attitude to their own health.

ButterCrackers · 13/08/2024 08:53

superdelooper · 13/08/2024 08:48

No, she deleted the messages when we asked about the refund.

Show quote history

oh no. Tell them that you’ll report them anyway. Isn’t there a cooling off time in booking appointments? Still report to trading standards based on your mum being 70yrs and on medication that is a contraindication.

Seeingadistance · 13/08/2024 08:53

Superhansrantowindsor · 13/08/2024 07:57

First post spot on.
But I’m going to be that poster who expresses bemusement that someone would stop pretty vital sounding medicine for a beauty treatment that sounds hideously expensive and pointless.

I'm with you.

3luckystars · 13/08/2024 08:51

I feel, if they offered to reschedule the appointment and you refused, then they are correct to keep the money. It’s a booking fee. You just changed your mind, had second thoughts, that’s ok but you can’t expect the money back.

These eyebrows, when done well are absolutely worth the money. Her mom might have had chemo or have thyroid issues, who knows. Everyone is allowed to feel nice, whatever their age.
If a 70 year old wanted a tattoo it’s the same thing. Good luck to her.

Original poster
superdelooper · 13/08/2024 08:48

ButterCrackers · 13/08/2024 08:46

Do you still have the messages saying it’s ok on the medication? If so tell the salon that unless they refund the booking fee you will be going to trading standards and reporting them. You should get your money back.

No, she deleted the messages when we asked about the refund.

OP posts:
ButterCrackers · 13/08/2024 08:46

Do you still have the messages saying it’s ok on the medication? If so tell the salon that unless they refund the booking fee you will be going to trading standards and reporting them. You should get your money back.

HooverTheRoof · 13/08/2024 08:46

I used to work in a job which involved customers paying large non refundable deposits and if I had a pound for every time I was asked to refund it.....

The whole point of a deposit is to protect the buisness and make sure they don't make as much loss on people cancelling. A deposit which is refundable would be pointless. That said, I do think they are a bit unreasonable because you contacted them within an hour and also they probably should have checked your dm wasn't on any medication etc before taking her money

hockityponktas · 13/08/2024 08:45

YABU. The booking fee is there to protect the company from losing out on appointments and income that will keep them financially ticking over.

theeyeofdoe · 13/08/2024 08:44

@ChateauMargaux has the legal stuff spot on. Tattooing of any kind is contraindicated when someone is on warfarin.

I would email back and say that:

  1. There was no indication that the deposit was non-refundable.
  2. The treatment is not suitable given your mum's meds and they should be aware of that and informed you.
  3. If they don't give you the money back, you will just do a charge back on your card. This will cost them more money.
You cannot contract out of consumer law. To do the chargeback, you need to contact the bank and explain what has happened. Take a screen shot when they reply to you.
Namerchangee · 13/08/2024 08:43

£200 for eyebrows and a week off medication. Hmm..

clarrylove · 13/08/2024 08:42

I think the best you can hope for is a credit note tbh. Essentially you have decided not to proceed after paying.

Tescovalu · 13/08/2024 08:42

NetZeroZealot · 13/08/2024 08:35

WTF are powder ombre brows and why do they cost £200?

Try google

Willmafrockfit · 13/08/2024 08:40

i think they should refund her as from a health point of view, she cannot have this done

6pence · 13/08/2024 08:40

That’s the whole point of a booking fee, or why bother asking for one?

It would have been nice of them to return it given the situation and time frame, but I can’t see how you can insist.

sunights · 13/08/2024 08:40

NetZeroZealot · 13/08/2024 08:35

WTF are powder ombre brows and why do they cost £200?

A semi permanent makeup tattoo in the shape of a perfect eyebrow.
Mine cost £360 initially with a £200 top up every 2 years. They make me look put together with no effort and stopped me looking aged haggard!

Willmafrockfit · 13/08/2024 08:38

MrsGlennBulb · 13/08/2024 08:08

Why especially at 70, pray tell.

Show quote history

i was surprised by this
but i assume poster means the risk to her health, especially at 70

NetZeroZealot · 13/08/2024 08:35

WTF are powder ombre brows and why do they cost £200?

pinkdelight · 13/08/2024 08:31

DM would have been happy to pay a small admin fee for time spent booking appointment.

I think the wording 'booking fee' is misleading you here. It's clearly a deposit to keep the slot held for you, not an admin fee. Hence why it's £50 and non-refundable, not a £2.99 fee like for concert tickets. If you didn't understand that and needed it spelling out, that's quite naive. They're not CFs, and it's you who's changed your minds.