Salon policies
Clear, fair rules that protect your appointment, your nails and everyone’s time.
Last updated: 4 November 2026. These policies sit alongside our terms & conditions and privacy policy.
1. Booking & arrival
- Book online 24/7 for an instant email confirmation, call us on +44 7909 099999, or walk in when a technician is free.
- Please arrive 5 minutes early and let us know if you are wearing gel, BIAB, SNS or extensions that need removing – removal needs extra time.
- Please book each person separately so that each client has their own time and technician (or use a group request).
2. Cancellations & no-shows
- Cancel free of charge in My account up to 2 hours before your appointment, or call us.
- You can move your appointment yourself online, or call us to change it.
- If you miss two appointments without letting us know, we may ask you to book by phone or pay in advance for future visits.
3. Late arrival
We keep to time so the next client is not kept waiting. If you are running late, please call. Up to 15 minutes late we will do our best to complete your full treatment; after 15 minutes we may need to shorten the treatment, change to a quicker service or offer another time.
4. Group bookings
| Group size (same day, booked together) | Discount for each person |
|---|---|
| 3 people | 5% off |
| 4 people | 10% off |
| 5 people or more | 15% off |
- Request your group booking through our group page, by phone or in the salon. A group is confirmed only when we confirm the times.
- Up to four people can usually be looked after at the same time; larger groups are scheduled back-to-back.
- Please tell us at least 48 hours in advance if your group size changes. If fewer people attend, the discount for the actual group size applies.
- The group discount applies to treatments on the day, is taken off each person’s bill and cannot be combined with other offers, vouchers or points redemptions. Each member still earns Shiny Club points.
5. Pricing & quotes
- Our price list shows starting prices. Length, design, nail art and removal of existing product can change the price.
- Your technician always confirms the price before starting. Ask for a quote for detailed nail art – we are happy to help you choose within your budget.
- Prices may change; the price confirmed at your appointment is the one you pay.
6. Payment & refunds
- Pay after your treatment in the salon, or online by bank QR on our Pay online page.
- Treatments that have been carried out are not refundable, but our satisfaction guarantee below applies.
- Any amount paid in advance for an appointment that is cancelled within our rules, or by us, is refunded in full to the original payment method.
7. Satisfaction guarantee
If your nails lift, chip or break within 5 days of your appointment through no fault of your own, contact us and we will fix them free of charge. This does not cover damage from accidents, using nails as tools, picking or peeling, or removal elsewhere. Please contact us before visiting another salon so we can put it right.
8. Health, allergies & consultation
- Every treatment starts with a short consultation. Please tell us about allergies, sensitivities, skin or nail conditions, diabetes, circulation problems, medication that affects your skin, or pregnancy.
- We will not treat over infected, broken or inflamed skin or nails, and may suggest you see a pharmacist, GP or podiatrist first.
- If you notice redness, itching, swelling or pain after a treatment, contact us and seek medical advice. We will record the reaction to keep you safe at future visits.
9. Hygiene & licensing
Shiny Nails Croydon holds a special treatment licence from Croydon Council. Tools are cleaned and sterilised between every client and workstations are kept clean throughout the day. Read more in our hygiene promise.
10. Young clients
Clients under 16 must be booked by, and accompanied by, a parent or guardian, who stays in the salon during the treatment. Some treatments may not be suitable for younger nails – your technician will advise.
11. Respect & safety
- We are committed to a calm, friendly salon for clients and staff. Abusive, discriminatory or threatening behaviour is not tolerated and we may refuse service.
- For everyone’s comfort, please keep calls quiet and supervise any children you bring with you.
- Please look after your belongings; we cannot accept responsibility for items left in the salon.
12. Photos & social media
We love showing off our work. We only photograph your nails with your permission, never show your face without asking, and will remove any photo of you from our website or social media on request. You are welcome to tag us on Instagram @shinynail4croydon.
13. Accessibility & inclusion
Everyone is welcome at Shiny Nails – all ages, genders, backgrounds and abilities. If you have access needs, need extra time, or would like a quieter appointment, please tell us when booking and we will do our best to help. Our website is designed to work with screen readers and keyboard navigation.
14. Offers, vouchers & points
- One offer or voucher per booking unless stated otherwise. Offers cannot be exchanged for cash.
- Welcome, birthday, friend and points vouchers are personal and show their own conditions and expiry date.
- Shiny Club points are earned on the amount paid after any discount. Full details are in our terms.
15. Feedback & complaints
- Tell your technician or the salon on the day if something is not right – most things can be fixed straight away.
- Or contact us within 7 days by phone (+44 7909 099999) or email (Shinynails4@gmail.com).
- We acknowledge complaints within 2 working days and aim to resolve them within 10 working days.
We read every review and use your feedback to improve.
16. Your privacy
We only collect the information we need to look after you and protect it under UK data protection law. See our privacy & cookie policy.