Salon Policies and Procedures



Our Gift Cards are available for all treatments, are non-refundable and must be produced at the time of use.

Vouchers are valid for 3 months from the date of purchase. You can transfer the Gift to another person. However, this will only be for the value or remaining value of the voucher and the expiry date remains the same.

Gift vouchers cannot be exchanged for cash.

Dorchester Aesthetics cannot accept liability for lost gift vouchers.

Please note: Gift Vouchers cannot be used for treatments with our Independent professionals

Our expert team will be delighted to assist you if you need advice.




Please arrive 10 minutes prior to your treatment. Late arrival will result in a shortened treatment time; however treatments will still be charged at full price.




  • Cancellation Policy

All appointments not cancelled within 24 hours will be charged a 25% cancellation fee

  • Non-cancellations (no-shows)

When an appointment is scheduled and you do not show up, you are automatically marked as a no-show in our computer and 100% of your scheduled services will be charged. A payment link will be sent to you. As soon as payment has been made you are welcome to rebook.

  • Late Guest Policy

We understand that life happens. If for any reason, you believe you will be arriving late to your appointment, PLEASE call us! We work hard to schedule the necessary amount of time needed for each service. Accommodating late arrivals is sometimes impossible without disrupting other clients scheduled that day. Please be aware that if you do arrive late, we cannot guarantee that your full service will be performed that day. We may require rescheduling your appointment for another day.


All courses must be paid for in full at the time of booking and completed within 12 months and are non-refundable. No show appointments will result in the treatment deducted from your course. cancellations within 24 hours will carry a 25% cancellation fee as pe our normal policy.

If there are medical reasons for not continuing your course, then the value remaining will be credited to your account for use of other treatments or services. This credit will remain for 12 months and then be forfieted if not claimed.






“Members of the public now have the right to ask for a refund for haircuts, manicures and spa treatments if the service was not delivered with “reasonable care”.

The act also protects consumers against shoddy services including beauty treatments such as haircuts, facials, or manicures. If the service was not deemed to have been performed with “reasonable care and skill”, then a consumer is entitled to a full refund.”,Act%202015%2C%20alongside%20many%20others.


Here at Dorchester Aesthetics Centre, we pride ourselves on attention to detail, always delivering every service with care and attention. Sometimes things go wrong, and we will be the first to admit if we have made a mistake. In these instances, we would not charge you at the time or if there is a problem arising after the treatment, or a refund will be offered for the service in the form of a credit which you can use for another service.


Permanent makeup:

As we are dealing with skin, the pigment may not heal into the skin as predicted. 

There is always a possibility that a perfection may be required, in this case we will offer you another treatment at a reduced rate to ensure that you are fully satisfied with the outcome.

Permanent makeup is an art not a science.


Dorchester Aesthetics Centre "NO REFUND POLICY"


We cannot be held responsible if a client changes their mind on a service or doesn’t like the outcome. Sometimes in more advanced treatments, the treatment may not be as successful as expected. In this regard, we have a no refund policy if we deem the treatment to be executed in the correct manner, with the correct protocols. 

If, for any reason the outcome is not what we expected or if we feel that the protocols were not executed correctly, we may decide to credit your service or part thereof into your account for you to use for any other service.


If you decide to have your treatments elsewhere, we cannot be held responsible for any part of your treatment performed by ourselves.


Please feel free to contact our Director Lisa Ryall should you not be happy with the service for any reason, and we will do everything in our power to resolve the issue which is fair to all.



As a courtesy to other salon guests and for health and safety, we do not allow  children under the age of 16 within the premises unless having treatment. We are not insured to host children under 16 unless they are having a treatment.

Children unnatended in the waiting area constrict our efforts to offer a relaxed and professional atmosphere. 




Products must be returned within 7 days of purchase, unused, unopened with their seal intact and in the same condition as they were originally purchased from Dorchester Aesthetics centre. We will not except for exchange or credit any item which has been used or is not in the exact condition in which it was purchased from us. Any credit will be added to your salon account to be used against treatment or further product purchases.

If you have had an adverse reaction to any product purchased from us, then photographic evidence will be required for the manufacturers. You can come into the salon or take dated photographs yourself and send them to us. Exchange or credit will be given once the manufacturers have accepted the return.

This does not affect your statutory rights.




We reserve the right to request a deposit in order to secure an appointment. Any changes to the appointment must be made in accordance with the cancellation policy.




All pricing subject to consultation. Our prices are subject to change without notice.



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General Data Protection Regulation


Privacy Policy statement

Dorchester Aesthetics Centre is committed to a policy of protecting the rights and privacy of individuals, Independent professionals, staff and others in accordance with The Data Protection Act 2018. The policy applies to all staff, independent professionals and customers of Dorchester Aesthetics Centre. Any breach of The Data Protection Act 2018 is considered to be an offence and in that event, disciplinary procedures apply.


As a matter of good practice, the Independent professionals working with the Centre, and who have access to personal information, will be expected to have read and comply with this policy.


Legal Requirements

Data are protected by the Data Protection Act 2018, which came into effect on 25 May 2018. Its purpose is to protect the rights and privacy of individuals and to ensure that personal data are not processed without their knowledge, and, wherever possible, is processed without their consent.


The Act requires us to register the fact that we hold personal data and to acknowledge the right of ‘subject accesses – customers, Independent professionals and staff must have the right to copies of their own data.


Managing Data Protection

We will ensure that our details are registered with the Information Commissioner.


Purpose of data held by Dorchester Aesthetics Centre

Data may be held by us for the following purposes:

  1. Staff Administration
  2. Customer booking management
  3. Customer care in treatments received.
  4. Accounts & Records of customers
  5. Trends and reports of treatments and products sold
  6. Advertising and Marketing


Data Protection Principles

In terms of the Data Protection Act 2018, we are the ‘data controller’, and as such determine the purpose for which, and the manner in which, any personal data are, or are to be, processed. We must ensure that we have:


  1. Fairly and lawfully processed personal data

We will always put our logo on all paperwork, stating their intentions on processing the data. Data will be kept on file for a minimum of five years to comply with legal obligations and customer care.


  1. Processed for limited purpose

We will not share any data with third parties. Data is solely used between staff and independent professionals for customer care and to keep the customer informed.


  1. Adequate, relevant and not excessive

We will monitor the data held for our purposes, ensuring we hold neither too much nor too little data in respect of the individuals about whom the data are held. If data given or obtained are excessive for such purpose, they will be immediately deleted or destroyed.


  1. Accurate and up-to-date

Personal data and treatment notes are kept up to date by the staff and Independent professionals. Individuals should notify us of any changes to medical information, to enable personnel records to be updated accordingly. It is the responsibility of Dorchester Aesthetics Centre to act upon notification of changes to data, amending them where relevant.


  1. Not kept longer than necessary

We discourage the retention of data for longer than it is required. Data will be kept on file for a minimum of five years to comply with legal obligations of our industry and customer care.


  1. Processed in accordance with the individual’s rights        

All individuals that Dorchester Aesthetics hold data on have the right to:

  1. Be informed upon the request of all the information held about them within 30 days.
  2. Prevent the processing of their data for the purpose of direct marketing.
  3. Compensation if they can show that they have been caused damage by any contravention of the Act.
  4. The removal and correction of any inaccurate data about them.


  1. Secure
    Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of data.

All devices with access to the secure booking system have a log in system and our Contact Database is password protected, which allow only authorised staff to access personal data. Passwords on all computers are changed frequently.


Complaints procedure 

If you would like to make us aware of any concern or areas that need attention within Dorchester Aesthetics Centre, please let us know so we can attend to the issue with prompt and effective resolutions.


We pride ourselves in attention to detail and unrivalled care to our service users, however if there is something that is not up to standard or you feel a service was not performed to your satisfaction please contact us.


Complaints or Grievances can be forwarded to:

Director Lisa Ryall


If you prefer to send an anonymous letter, this can be sent to:

Att: Lisa Ryall

4a Trinity Street






Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.


As an authorised provider, Dorchester Aesthetic Centre Limited will manage complaints properly so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.


Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.


Our Aims & Objectives


  • We aim to provide a service that meets the needs of our service users and we strive for a high standard of care;
  • We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide;
  • We are committed to an effective and fair complaints system; and
  • We support a culture of openness and willingness to learn from incidents, including complaints.




  • Service users are encouraged to provide suggestions, compliments, concerns and complaints and we offer a range of ways to do it.
  • All complainants are treated with respect, sensitivity and confidentiality.
  • All complaints are handled without prejudice or assumptions about how minor or serious they are. The emphasis is on resolving the problem.
  • Service users and staff can make complaints on a confidential basis or anonymously if they wish and be assured that their identity will be protected.
  • Service users will not to be discriminated against or suffer any unjust adverse consequences as a result of making a complaint about standards of care and service.
  • Formal responses sent will include a right to appeal 
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