Policy

Booking & cancellation policy.

A small, considered studio means every appointment is a held slot — these policies make sure that slot is honoured, and that I can keep doing this work the way I want to do it.

At The Skin Den, I truly value your custom and kindly ask that you respect my scheduling policies. These updates ensure fairness, protect my time, and support the smooth running of my small business. Please read through before booking — by securing an appointment, you agree to the terms below.

Deposits

For first-time clients, a 50% deposit is required to secure your booking. Deposits are deducted from your treatment total on the day. Returning clients may book without a deposit at my discretion — repeated late cancellations or no-shows will move you back onto the deposit list.

Cancellations

Cancellations are tiered by notice given. The fee is charged against the deposit (or invoiced separately for returning clients without a deposit on file):

Why this policy matters

Over recent months, there has been an increase in last-minute cancellations. This has a direct impact on my business — treatment time is lost and the slot often cannot be filled at short notice.

I completely understand that emergencies happen, and I always aim to be understanding — but notice is essential so the appointment can be offered to another client who's waiting.

Late arrivals

If you arrive more than 15 minutes late, your treatment may need to be shortened to keep the day on schedule — the full treatment fee still applies. If lateness means the treatment can't be done safely or to standard, it will be rescheduled and treated as a late cancellation.

Suitability & medical disclosure

Please always disclose pregnancy, breastfeeding, active skin conditions, recent surgery, recent injectables, and any medications when booking — particularly retinoids, steroids, anticoagulants and isotretinoin (Roaccutane). Some treatments are contraindicated; there's almost always a safe alternative we can plan together at consultation.

If you withhold information that puts safety or treatment results at risk, the appointment may be cancelled on the day at the full treatment fee.

Children & guests

The studio is set up for one client at a time, in a calm and uninterrupted space. Please don't bring children or additional guests to your appointment — there isn't space to safely accommodate them.

Rescheduling

You can reschedule freely with 48+ hours notice — your deposit moves with you to the new date. Inside 48 hours, the cancellation fees above apply, and a fresh deposit will be needed for the new slot.

Privacy

The Skin Den is a sole-trader business owned and operated by Rachel in Carlisle, Cumbria. We collect the minimum personal information needed to deliver treatment and contact you about your bookings.

What we collect

• Name, phone number, email and (where given) date of birth — for booking and contact.
• Skin and medical history disclosed at consultation — used solely to plan safe, effective treatment.
• Before-and-after photographs — only with your explicit consent at the time, and only used as agreed (e.g. in-clinic record only, or marketing with permission).
• Card or bank details for deposit collection — handled by our payment provider, never stored on our systems.
• Messages exchanged via WhatsApp, Instagram and email — retained as needed for service continuity.

How we use it

Personal information is used to: confirm bookings, send reminders, deliver and record treatment safely, process payments, and respond to your enquiries. We never sell your information to third parties.

How long we keep it

Treatment records are retained for 7 years from your last appointment, in line with UK insurance and professional standards. You can request access, correction or deletion of your personal information at any time by messaging the studio.

Cookies & analytics

The website uses minimal first-party analytics (page views, device type) to understand how the site is used. No personally-identifiable advertising trackers are used. By using this site, you consent to this limited analytics collection.

Terms of service

By booking an appointment at The Skin Den, you confirm that:

• You are 13 or over. Clients aged 13–17 must have a parent or guardian present at the consultation and treatment, with signed parental consent.
• You've read and accepted the cancellation policy above.
• The information you've disclosed about your skin, health and medication is accurate and complete to the best of your knowledge.
• You understand results vary between individuals — Rachel will give an honest assessment of what's realistic at consultation.
• You'll follow agreed home-care and post-treatment guidance to give the work the best chance of success.

The Skin Den is fully insured and VTCT qualified. All treatments are delivered following the standards set by the relevant qualifying bodies. If anything about a treatment or product concerns you, please raise it with Rachel directly so it can be put right.