Customer Policies & Procedures
We have always been committed to doing the right thing for our customers and employees. Our values and behaviors are the foundation of the relationships we foster with our customers and employees. These policies will bolster our continued commitment to showing respect, understanding, and tolerance towards our customers and employees.
What Venus Nails and Spa (“VNS”) offers:
• Manicure & Spa Pedicure
• Artificial Nails
• Nail Arts
• Waxing & Beauty Services
Prices of services, products, and other charges are displayed on television, or VNS menu’s flyer and our point of sale system. These prices may be changed without notice.
When To Arrive
Please plan to arrive accordingly to your reservation to allow time for checking in, using the restroom, (updating your recently medical change) and being settled.
What you need to do To allow us to provide the highest quality services as efficiently as possible, please:
1. Ask for the services, which you would like to have. If you are unsure, please check our services menu and flyers, or speak to the on-duty Assistance Manager.
2. Please write down your name, phone number, the inquired services and time of your arrival on the Sign-in Sheet.
3. Inform our staff if you are allergic to any chemicals or substances before the receiving any service.
4. Please provide our staff with your feedback and comments on their service and task so our staff can satisfy your requirements straight away.
5. Inform the VNS’ Assistance Manager immediately if you have any concern that you have an infection or any other abnormal reaction to your nails and your wellness.
6. Please notify VNS’ on-duty Assistance Manager and/or Management immediately if you are experiencing the specialist’s misbehaviors, potential misconducts, or your concerns relating to the salon, the staff, or any services.
At VNS, we strive our best to provide high-quality service and we treat you with courtesy and respect.
It is our goals to exceed your expectations. Let spread your valuable words of satisfaction out! Please search Venus Nails and Spa on Google, Facebook, Yelp and other social media, write a review and let others know about your pleasant experience and how great is your Venus.
If you have any complaints or feedback, please contact Assistance/Deputy Manager. If the matter is not resolved to your satisfaction, please send us your contact and summary of the issue via text message 720.608.6245 or via email at email@example.com.
For Your Appointment, Late Arrival and Cancellation
We strive to render excellent care to you and our customers. Your appointments are very important to our VNS professionals. We hold your appointments just for you & ask for your 24-hour advance notice of cancel or reschedule your appointment. We do, of course, understand that unavoidable issues come up and will do our best to work with you in case of an emergency, etc.
As a courtesy, we do call/text/email to confirm the date and time at least 24 hours prior to your appointment. Please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you’re unsure.
If you think, you may be late for your appointment, please CALL VNS and let us know updates.
We may shorten your service time if you are late for your appointment. If this happens, you will still be responsible for the full amount of the services booked. When you are late more than 10 minutes, your appointment time may be reopened and/or given away.
It’s understandable that things come up at the last minute sometimes. In case of no call, no show, you may be charged a fee, especially if you are chronically canceling or not showing up to your appointments. No-showing is disrespectful of your specialist time, and prevents them from being able to fill your spot with someone else who may be trying to get in.
Clients who fail to show for appointments may be asked to pre-pay for future services. If you have any questions regarding this policy, please let our staff know and we will be glad to clarify any questions you have. We thank you for your patronage.
Lengthy + Multiple Services
Any bookings spanning longer than 3 hours, or group bookings for 4 people or more might be secured by a deposit fee. In event of late cancellations or no shows, the deposit fee will not be refunded. Please provide 72 hours notice for group cancellations.
Nail Services and Treatments
Please note that first-time clients may be required to fill out a new client form and/or service waiver. This waiver is put in place to protect our staffs and clients. Refusal to sign this waiver will result in your services not being completed until the waiver is signed.
We only use our implements, polish and products. For your safety, we cannot use your personal tools. We can only guarantee that our implements are thoroughly cleaned and disinfected. We also cannot guarantee the longevity and quality of polish other than our own.
If a service provider feels that a client is behaving inappropriately, they are authorized to stop the treatment/service immediately. The finished service fee is client responded.
Cell Phones and Smart Devices
We want VNS to be a tranquil, stress-reducing and relaxing experience for all. As a courtesy to others, we highly recommend that you turn your cell phones to vibrate or silent. Please keep your phone conversation brief, secret and privately, especially do not use speaker feature. Using headphone or text is highly preferred.
We are happy to provide complimentary water and cokes (with limited choice). No alcohol is allowed at VNS under any circumstances. We do not have a liquor license.
Refunds, Returns and Exchanges
We will not offer any refund or store credit because you have simply changed your mind. We will re-do any service at no cost to you if you are unsatisfied the completed task and tell us IMMEDIATELY. We have NO refund policy on completed services.
As soon as you walk out our door that means you have accepted and are happy with the service provided to your nails. If your nails become scratched or mis-shaped, we will fix them.
Please notify VNS via email, or text message to report an incident within 72 hours. You must arrange an appointment to have your nails fixed within 7 days after your initial service. We will not be responsible for any breaking, lifting or infected nails. We will charge you for the costs of any repairs or replacements that we have to carry out because of the damage that you have caused. For example, due to your own lack of care your nails, or the finish to your nails, they are damaged (in that they are broken, chipped or start to lift). If you have any questions on how to
care for your nails please ask and review on “NAIL FACTS”.
Re-fills over the prescribed maximum 2-3 weeks period will be charged an extra fee. If you damage the original design and want it to be fixed, a charge will be applied.
• No cash advances: You cannot obtain any cash advance with your Gift Card or redeem your Gift Card for cash.
• Validity and expiry of Gift Cards: We are not liable to redeem any Gift Card that is presented for redemption after the expiration date.
• Lost or stolen Gift Cards: Treat your Gift Card like cash. Lost or stolen cards will NOT be replaced or refunded.
• Gift Cards cannot be canceled: You cannot cancel your Gift Card.
• Your Gift Card, your responsibility: You are responsible for the use and safety of your Gift Card.
Payments are due at the time of service. We are happy to accept Mastercard, Visa, American Express, Discover, Debit Cards, Cash and Gift Certificates. We do not accept personal checks.
Our focus is on your beauty and services for you, not your child. For their safety, children under 8 years old, who are not receiving a service, must be supervised by an adult and may remain at the waiting area. If your service provider feels that their child is behaving inappropriately, they are authorized to stop the services immediately.
We love your pets... While we wish we didn’t have to discriminate against the better species, it is against health standards to have them in VNS. We also have to respect our clients who may not be as comfortable around animals as us.
If you bring your pup to your service, you will have to leave them outside or take them home before you can have services completed. You may miss or reschedule your appointment.
* This restriction applies to all animals. Registered Service Dog is an exception. Please let us know in advance and schedule an appointment if you come with a service dog.
In case of inclement weather, we may need to reschedule your appointment time. If you feel the roads in the area are too dangerous for your driving comfort, please give us as much notice as possible. We will do the same for you.
To become Venus Club, we’re collecting Identifiable information absolutely necessary for the transaction or our internal records such as First and Last Name, your address, your phone number, your birthday and your anniversary day, etc.
What we do with your information
The gather information is used in-house to help us create a better and enhanced customers’ experience, promotions and campaigns. When you make an appointment, we may send you emails or text message to confirm your request and may also need to contact you via phone, postal mail or email, if we have other questions, before and/or after your received services.
Privacy and Security
VNS uses the latest encryption technologies to keep your personal information safe and secure. We have implemented the requisite physical, electronic, and managerial processes to prevent unauthorized access, and maintain data security.
Updating or Changing Contact Preferences
Please let us know by text or email, when your contact info is changed, or you prefer not to receive information and announcements from VNS. Our email address is firstname.lastname@example.org and our phone number is 720.608.6245.
To protect your privacy and security, we will take reasonable steps to help verify your identity before making corrections.
Thank you so much for your continuing support Venus Nails and Spa, and your business.
Owner of VENUS NAILS AND SPA