Appointments can be booked online via our booking system. All bookings are subject to availability and confirmation. We recommend booking in advance to secure your preferred time and service.

We operate by appointment only. This allows us to dedicate sufficient time and attention to each client and maintain the highest standard of service.

Yes. Some services require either a deposit or a card authorisation at the time of booking to secure your appointment. Any required amount or authorisation is clearly displayed during the booking process and applied in line with our Booking Policy.

If you do not attend your appointment without notice, any deposit paid will be retained, or a fee may be charged to the authorised card, in accordance with our Booking Policy. Rebooking may require full payment in advance.

Yes. A minimum of 8 hours’ notice is required to cancel an appointment, and at least 4 hours’ notice is required to reschedule, subject to availability.

Cancellations or changes made outside of these timeframes may result in the deposit being retained or a fee charged to the authorised card, in accordance with our Booking Policy.

Late arrival may result in a shortened appointment, rescheduling, or cancellation if it is no longer possible to proceed safely or without impacting subsequent bookings. In such cases, the deposit or applicable fee may be retained, in line with our Booking Policy.

Your experience is important to us. If something doesn’t feel quite right, please let us know during your appointment or within 24 hours.

Where necessary, a complimentary correction may be offered.

Please note that refunds are not offered, and concerns raised after this period cannot be accommodated.

If a complimentary adjustment is offered and declined, the service will be deemed completed. No refunds, credits, or alternative compensation can be provided

Yes. To ensure treatments are carried out safely and appropriately, all clients must disclose any allergies, medical conditions, sensitivities, or contraindications prior to their appointment. This allows us to assess suitability and make any necessary adjustments. We reserve the right to modify or decline treatment where it is not safe to proceed.

In many cases, yes. Each situation is assessed individually. It’s important that all allergies, sensitivities, or medical conditions are disclosed in advance so we can determine whether a treatment can be safely adapted. Where it isn’t safe or appropriate to proceed, we may recommend modifying or declining the service in your best interest.

Yes. We reserve the right to refuse or discontinue a treatment at any stage if it is deemed unsafe, unsuitable, or not in the client’s best interest, or if required information has not been disclosed. This ensures the highest standards of safety and professional care.

Deposits are non-refundable, as time is reserved exclusively for each appointment. Where a service has already been carried out, refunds are not offered. This does not affect your statutory consumer rights.

If we are unable to proceed with your appointment due to circumstances on our side, any deposit paid will be refunded or credited, as appropriate.

Yes. All personal information is treated as strictly confidential and handled in accordance with our Privacy Policy and applicable data protection laws. Information is used only where necessary to manage bookings, provide services safely, and meet legal obligations, and is never shared with third parties except where required to deliver services securely.

Our full Terms & Conditions are available via the footer of our website and are also presented during the booking process for your review prior to confirming an appointment.

You can contact us via email or by using the contact form available on our website. We aim to respond promptly during business hours.

Yes. Reusable tools are cleaned, disinfected, and sterilised using medical-grade sterilisation procedures. Single-use items are disposed of after each appointment. This ensures the highest standards of hygiene and safety.

To maintain a clean and controlled environment, outside food is not permitted. Soft drinks are welcome, and a selection of complimentary tea and coffee is available during your appointment.

Yes. Well-behaved small to medium pets are welcome to accompany you. We simply ask that they are comfortable in a calm studio environment and remain settled throughout the appointment.

Yes. As we are located within a hotel premises, guests are welcome to accompany you and relax in the hotel lounge or bar during your appointment. There is also a small lounge and coffee table inside the lab, suitable for a companion where space and the appointment allow.

Each set of nails is assessed individually. Where nails are damaged or compromised, a modified treatment or a period of recovery may be recommended to protect natural nail health.

For hygiene and safety reasons, we are unable to perform treatments on nails showing signs of infection, fungal conditions, or other medical concerns. In such cases, we advise seeking assessment and treatment from a qualified medical professional before rebooking.

Yes. As an independent nail professional, HIDN Lab. holds comprehensive insurance covering public liability and treatment risk. All services are carried out in accordance with UK health, hygiene, and safety standards to ensure a safe and professional experience at all times.