Booking & Cancellation Policy

A small studio means every appointment is a reserved time. Please give as much notice as possible if you need to cancel or rearrange.

Cancellations

Rescheduling

Appointments can be rearranged free of charge with 48+ hours’ notice. Rescheduling within 48 hours is subject to the cancellation fees above.

Late Arrivals

Arriving 15+ minutes late may mean your treatment needs to be shortened or, where necessary, rescheduled. The full treatment fee still applies.

Consultation & Suitability

Before your appointment, you’ll be asked to complete a consultation form covering your skin, health, medications and any relevant treatments.

Please ensure this information is accurate and let me know if anything changes before your appointment.

This includes pregnancy or breastfeeding, medications, recent injectables, surgery, active skin conditions and any other relevant medical information.

Children & Guests

The Skin Den is a calm, one-to-one space, so appointments are ideally attended alone. However, I completely understand that circumstances can sometimes make this difficult. If you need to bring your child with you, please let me know beforehand.

Under 18s

Clients aged 11–17 are welcome. A parent or legal guardian is welcome to be present during the appointment.

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 payment processing — 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 11 or over. Clients aged 11–17 may have a parent or legal guardian present during the appointment.
• 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.