Terms of Service
Last updated: May 2026 (booking fee policy added)
1. About These Terms
These Terms of Service govern your use of the website at https://www.traceyfretwell.co.uk and the booking services offered through it, operated by Tracey Fretwell Lash Artistry, a sole-trader beauty business based in Soham, Cambridgeshire, UK ("we", "us", "our").
By accessing this website or making a booking, you agree to these terms. If you do not agree, please do not use this website or our services.
2. Our Services
We provide professional lash extension treatments — including Classic, Hybrid, and Russian Volume lashes — from a private home studio in Soham, Cambridgeshire. Appointments can be booked online via this website.
We reserve the right to refuse or cancel a booking at our discretion, for example if we are unable to safely perform a treatment due to a contraindication, or if a client has previously failed to attend without notice.
3. Appointments and Cancellations
When you book an appointment you are entering into an agreement to attend at the specified date and time. You must also complete the client information form before your first appointment.
Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in my day that could have been filled by another client. As such, I require 48 hours notice for any cancellations or changes to your appointment.
Clients that provide less than 48 hours notice will incur a 50% cancellation fee of the treatment price.
Clients that provide less than 24 hours notice will be charged the full treatment price.
Clients that miss their appointment / no show will need to pay the full treatment price. No future appointments will be able to be booked until the full treatment price of the missed appointment is made.
In the unlikely event that I am able to fill the appointment at short notice, I may waive the fee. This is entirely at my discretion.
Please let me know in advance if you are running late. If you are going to be less than 15 minutes late I will still be able to accommodate you, however it may result in a shorter appointment. (i.e. Less time spent on lash extensions = less lashes applied.)
More than 15 minutes late requires you to rebook and will result in you being charged the full cancellation fee. This late fee is not transferable to future appointments.
4. Booking Fee
The payment of a booking fee is required to secure certain appointments. Where this applies, the fee is displayed at checkout.
A £30 booking fee is required for all full set appointments. This booking fee is non-refundable.
In the event that you are unable to make your booked appointment, provided that 48 hours notice is given, this booking fee is transferable to another appointment slot once.
On the second occasion of rescheduling the booking fee will be forfeited and a further booking fee will be required to secure a new appointment.
In the event that a reaction occurs after a patch test and you are deemed an unsuitable candidate for lash extensions, your booking fee will be refunded in full.
5. Payments
We accept payment by cash or card. You select your preferred method when booking online (subject to the booking fee requirement above).
- Cash: payment is due on the day of your appointment.
- Card: your payment card details are collected securely at the time of booking. Your card will be charged 48 hours before your appointment. If you cancel with less than 48 hours' notice, your card will still be charged the full amount (or remaining balance) in accordance with our cancellation policy above.
Card payments are processed by Stripe (stripe.com), a PCI-DSS-compliant payment provider. We do not store, see, or have access to your full card number or security code on this website. All payment card data is held securely by Stripe in accordance with their Privacy Policy.
6. Health and Suitability
Lash extensions are not suitable for everyone. It is your responsibility to inform us of any allergies, medical conditions, eye conditions, or recent treatments that may affect your suitability for lash extensions. We may decline to carry out a treatment if we believe it would be unsafe to do so.
If you experience an adverse reaction following a treatment, you must contact us as soon as possible. We accept no liability for reactions arising from failure to disclose relevant health information prior to treatment.
7. Use of Google Services
This website integrates with Google Calendar solely to manage and synchronise appointment scheduling. This integration is used only for internal business administration — specifically, to allow appointment bookings made through our website to appear in our business calendar.
We access only the Google Calendar data necessary to create, update, and cancel appointments. We do not access, store, or share any other Google account data. Our use of Google APIs is governed by the Google Terms of Service and our Privacy Policy.
8. Intellectual Property
All content on this website — including text, images, logos, and design — is the property of Tracey Fretwell Lash Artistry or is used with permission. You may not reproduce, distribute, or use any content from this website without our prior written consent.
9. Limitation of Liability
To the fullest extent permitted by law, we are not liable for:
- Any indirect, incidental, or consequential loss arising from your use of this website or our services
- Interruptions to or errors in this website, including downtime of any third-party service
- Loss or damage arising from circumstances beyond our reasonable control
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
10. Third-Party Links and Services
This website uses third-party services including Stripe (payments), Google (calendar), and links to Instagram and Facebook. We are not responsible for the content, availability, or practices of those services and encourage you to review their own terms and privacy policies.
11. Changes to These Terms
We may update these terms from time to time. The date at the top of this page reflects the most recent revision. Continued use of our website or services after any changes constitutes your acceptance of the updated terms.
12. Governing Law
These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our services will be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Contact
If you have any questions about these terms, please contact us via Instagram (@traceyfretwell_lashartistry) or Facebook (Tracey Fretwell Lash Artistry).