Terms & Conditions

Alchemy & i Group

Client Terms & Conditions

Last updated: 17 August 2026

Welcome to Alchemy & i Group.

We are a family of related businesses under common ownership, operating through the Alchemy & i, Cecily, Cecily Spa, Cecily Skin, Cecily Beauty and associated trading names.

We want every visit to feel brilliant, relaxed and beautifully looked after. These terms are here to keep things fair, safe and straightforward for everyone. By making a booking, buying a voucher, joining a membership or using our loyalty programme, you agree to the terms below.

Nothing in these terms affects your statutory consumer rights.

1. Who you are booking with

Alchemy & i Group is an umbrella name used by a group of related businesses under common ownership.

Your contract will be with the legal company operating the salon, spa or clinic shown on your booking confirmation, receipt or invoice.

In these terms:

• “we”, “us” and “our” means the relevant Alchemy & i Group business;
• “you” and “client” means the person making or receiving the booking;
• “appointment” includes any hair, beauty, spa, skin, wellness or aesthetic appointment;
• “service” means any consultation, service or treatment we provide; and
• “Fresha” means the booking and client-management platform we use.

These terms sit alongside our Privacy Notice, treatment consent forms, membership terms and any offer-specific conditions.

2. By booking, you agree

By booking an appointment, paying a deposit, attending a service, purchasing a voucher, joining a membership or taking part in our loyalty programme, you agree to these terms.

Booking for someone else? Please make sure they know about these terms too, and that any information you provide about them is accurate.

3. Making an appointment

Appointments can be booked:

• through Fresha;
• through our website or app;
• by telephone;
• through our reservations team; or
• directly with one of our salons, spas or clinics.

Your appointment is confirmed once you receive confirmation from us or Fresha and any required deposit has been paid.

Please make sure your contact details are correct. We use them to send confirmations, reminders and important updates about your booking.

Appointment times are estimates. Some services take a little more or less time depending on your consultation, your individual needs and the service being carried out.

You are welcome to request a particular team member, although this is always subject to availability. If they become unavailable, we may offer another suitably qualified team member or an alternative appointment.

4. Prices

Our current prices are displayed on Fresha, our website, our service menus or at the relevant location.

Prices may vary depending on:

• the salon, spa or clinic;
• the team member’s level or experience;
• the length or complexity of the service;
• the amount of time or product required;
• hair length, thickness or condition;
• the treatment area; and
• any additional services requested.

Prices shown as “from” are starting prices rather than final quotations.

Where possible, we will explain any material change in price before carrying out additional work.

If there is an obvious pricing or booking error, we will let you know before providing the service. You may then continue at the correct price or cancel without charge.

Bookings, deposits and cancellations

5. Deposits

A 50% deposit is required for all appointments booked online, through our app, over the telephone or through our reservations team, unless we tell you otherwise.

Your deposit:

• secures the appointment time;
• is deducted from the total cost of your service on the day;
• is linked to the person and appointment it was paid for; and
• cannot be exchanged for cash.

Clients who rebook their next appointment while visiting us will usually not be asked to pay a deposit.

We may still require a deposit or full prepayment for:

• long or high-value appointments;
• group bookings;
• visiting or specialist practitioners;
• services requiring products or materials to be ordered;
• clients with a history of late cancellations or missed appointments; or
• any appointment where advance payment is reasonably required.

The remaining balance must be paid at the end of your appointment unless we have agreed otherwise in writing.

6. Need to cancel or move your appointment?

Life happens. We simply ask for at least 48 hours’ notice if you need to cancel or reschedule.

The 48-hour period is calculated from the scheduled start time of your appointment and includes weekends and bank holidays.

Please cancel or reschedule through Fresha, our reservations team or the relevant location.

Messages sent to a team member’s personal telephone number or social-media account may not be monitored and will not count as notice until they have been received and acknowledged by us.

More than 48 hours’ notice

Where you give at least 48 hours’ notice:

• your deposit may be transferred to a rearranged appointment; or
• if you cancel completely, your deposit will normally be refunded to the original payment method.

Bank and payment-provider processing times may apply.

Less than 48 hours’ notice

If you cancel or reschedule within 48 hours of your appointment, we may retain your deposit as a cancellation charge.

Rescheduling within 48 hours is treated as a late cancellation because the original appointment time has still been released at short notice.

The charge reflects:

• the appointment time reserved especially for you;
• any preparation completed before your visit;
• the time in which another client could have booked; and
• the loss caused if we cannot refill the appointment.

Where appropriate, we may consider whether some or all of the appointment was successfully refilled. Any refund, transfer, reduction or credit will be considered reasonably in light of the circumstances and the loss incurred.

Missed appointments

If you do not attend and have not provided at least 48 hours’ notice, your deposit may be retained.

Where no deposit was taken, including appointments rebooked while visiting us, we may:

• charge up to 50% of the booked service value;
• ask for the charge to be paid before accepting another booking;
• require a deposit or full prepayment for future appointments; or
• restrict future bookings.

Cancelling part of a booking

Where several services or appointments have been reserved, this policy applies to each service and each period of time booked.

Cancelling part of a long or multi-service appointment within 48 hours may result in a proportionate cancellation charge.

Exceptional circumstances

We understand that genuine emergencies happen. We will consider exceptional circumstances individually, although we cannot guarantee that a charge will be waived or transferred.

7. Running late?

Please arrive with enough time to complete any required consultation.

If you are late, we may need to:

• shorten or adapt your service while charging the original booked price;
• offer a different service;
• reschedule your appointment; or
• be unable to provide the service.

We will never compromise safety, treatment protocols or the appointments of clients booked after you.

If your late arrival means the appointment cannot reasonably go ahead, it may be treated as a late cancellation.

8. When we need to change an appointment

Very occasionally, we may need to change or cancel an appointment because of illness, an emergency, equipment failure, building issues, adverse weather or another situation outside our reasonable control.

Where we cancel, we will offer:

• another appointment;
• another suitably qualified team member, where appropriate; or
• a refund or transfer of any deposit paid.

We will make reasonable efforts to contact you using the details on your account.

Unless the law says otherwise, we are not responsible for indirect expenses such as travel, parking, accommodation, childcare or loss of earnings.

Consultations, safety and treatment suitability

9. Consultations

Some services require a consultation before the appointment or treatment can go ahead.

A consultation does not guarantee that we will be able to provide the service requested.

We may recommend:

• a different treatment;
• a test or assessment;
• an amended treatment plan;
• medical advice;
• delaying the service; or
• not proceeding.

We may adapt, refuse or stop a service where we reasonably believe continuing would be unsafe, unsuitable, unlawful, outside the practitioner’s competence or contrary to professional or insurance requirements.

Your safety comes first. Always.

10. Information we need from you

Please provide complete and accurate information that could affect your treatment or service.

Depending on what you are booking, this may include:

• allergies or sensitivities;
• medical conditions;
• medication;
• pregnancy or breastfeeding;
• previous surgery or procedures;
• skin conditions;
• injuries;
• previous adverse reactions;
• hair colour or chemical history;
• previous injectable or aesthetic treatments;
• use of prescription skincare; and
• changes in your health since your last appointment.

Please tell us if anything changes between booking and attending.

We are not responsible for an adverse outcome caused or materially contributed to by relevant information being withheld or provided inaccurately, except where we have failed to exercise reasonable care and skill.

11. Patch tests and safety tests

Certain colour, tinting, lash, brow, laser, skin and other services may require a patch test, allergy alert test, strand test or consultation.

The requirements depend on:

• the treatment;
• manufacturer instructions;
• professional guidance;
• your treatment history;
• insurance requirements; and
• any changes to your health or circumstances.

It is your responsibility to attend the required test within the timeframe we give you.

If the test has not been completed, we may be unable to provide the service. Where you were told about the requirement and did not complete it, our cancellation policy may apply.

A negative patch test reduces risk but cannot guarantee that a reaction will never occur.

12. Hair colour and chemical services

Please tell us about all relevant previous hair treatments, including:

• professional or home colour;
• bleach;
• henna;
• metallic-salt products;
• colour removers;
• keratin treatments;
• chemical straightening;
• perming; and
• previous reactions or hair damage.

Results are affected by your starting colour, previous treatments, condition, porosity and home-care routine.

Colour correction, major lightening and significant colour changes may require several appointments.

Photographs, examples and anticipated results discussed during your consultation are guides rather than guarantees of an identical result.

We may stop or adapt a service where testing or the condition of your hair suggests that the requested result cannot be achieved safely.

13. Hair extensions

Hair-extension services may require a consultation, colour match and advance payment.

Where hair or materials are ordered specifically for you, they may be classed as personalised and may not be refundable if you change your mind, subject to your statutory rights.

The condition and lifespan of extensions depend on:

• your natural hair;
• the extension method;
• maintenance appointments;
• home care;
• products used;
• colouring;
• heat styling;
• swimming; and
• following our aftercare advice.

Removal, refitting and maintenance are separate chargeable services unless we have expressly included them.

14. Beauty, spa, skin and wellness services

Treatment results vary between clients and cannot be guaranteed.

Please tell your therapist about any relevant:

• medical condition;
• medication;
• allergy;
• pregnancy or breastfeeding;
• injury;
• skin condition; or
• recent procedure.

Massage, facial, body and wellness treatments are provided for relaxation and general wellbeing unless expressly delivered as a healthcare service by an appropriately qualified professional.

They are not a substitute for medical diagnosis or treatment.

We may adapt, postpone or decline a treatment where it would be unsafe or inappropriate to proceed.

15. Advanced skin, laser and aesthetic services

Advanced skin, laser, injectable and aesthetic treatments may involve:

• additional consultations;
• medical questionnaires;
• treatment photographs;
• consent forms;
• cooling-off periods;
• age verification;
• patch testing;
• practitioner approval; and
• additional treatment-specific terms.

Results, recovery periods and the number of sessions needed vary between individuals and cannot be guaranteed.

Where a service is provided by an independent medical practitioner or separate business, we will make this clear where they contract with you separately.

A practitioner may decline treatment where they do not believe it is appropriate or in your best interests.

16. Pregnancy and breastfeeding

Some services and products may not be suitable during pregnancy or breastfeeding.

Please tell us if you:

• are pregnant;
• think you may be pregnant;
• are trying to conceive; or
• are breastfeeding,

where this may be relevant to your treatment.

We may adapt, postpone or decline a service in line with professional guidance, manufacturer instructions or insurance requirements.

Where appropriate, we may ask you to obtain advice from your GP, midwife or another healthcare professional.

17. Clients under 18

Age restrictions vary depending on the treatment, legal requirements, professional guidance and our insurance.

We may require:

• proof of age;
• permission from a parent or legal guardian;
• a parent or guardian to attend;
• a parent or guardian to complete consultation paperwork; or
• the appointment to be declined or adapted.

Some services are not available to anyone under 18, even with parental permission.

18. Children in our salons, spas and clinics

For insurance, health and safety, and the comfort and relaxation of our clients, children are not permitted in our salons, spas or clinics unless prior approval has been given by the location manager.

Our spaces contain hot equipment, chemicals, sharp tools and treatment areas that may not be safe or suitable for children.

We also want every client to enjoy the calm, relaxing experience they came to us for.

This policy applies even where a child would be supervised during the appointment. Our team members are unable to supervise children while a parent, guardian or accompanying adult receives a service.

Where prior approval has been given:

• the child must remain under the direct supervision of a responsible adult at all times;
• the child must not enter staff-only, treatment or hazardous areas;
• the child must not interfere with the safe delivery of services;
• the comfort and experience of other clients must be respected; and
• approval may be withdrawn if safety, insurance requirements or the experience of others is affected.

Children attending for their own pre-approved appointment may enter in accordance with our age restrictions and parental or guardian requirements.

Where a client arrives with a child without prior approval and the appointment cannot safely proceed, it may need to be cancelled or rescheduled. Our cancellation policy may apply.

Looking after everyone

19. Client behaviour

We want our spaces to feel warm, welcoming and safe.

We will not tolerate:

• abusive, threatening or discriminatory behaviour;
• harassment or inappropriate conduct;
• violence;
• theft or deliberate damage;
• intoxication that affects safety;
• unauthorised filming or recording; or
• behaviour that seriously disrupts other clients or team members.

We may refuse entry, stop a service, ask someone to leave, cancel future appointments or contact the police where appropriate.

Where a service is stopped because of a client’s conduct, the client may still be charged for the time reserved and any work already completed, subject to consumer law.

20. Personal belongings

Please take reasonable care of your personal belongings while visiting us.

We cannot accept responsibility for loss, theft or damage unless caused by our negligence or where the law requires otherwise.

Please take particular care with clothing, jewellery, mobile phones and valuables during colour, chemical, nail, waxing, spa and treatment services.

Lost property will be kept for a reasonable period and may then be donated or disposed of if it remains uncollected.

21. Photography and filming

We may recommend or require photographs for:

• consultations;
• treatment records;
• monitoring progress;
• documenting results;
• investigating concerns; or
• meeting professional or insurance requirements.

Treatment-record photographs are handled in accordance with our Client Privacy Notice.

We will ask for separate permission before using an identifiable photograph or video for marketing, social media, education or promotional purposes.

You do not need to agree to promotional photography to receive a service.

Clients and guests must not photograph, film or record team members or other clients without permission.

22. Results and aftercare

We will provide our services with reasonable care and skill.

Individual results may be affected by:

• your starting condition;
• previous treatments;
• health and medication;
• biological factors;
• lifestyle;
• home care;
• sun exposure;
• products used; and
• following preparation and aftercare instructions.

Please follow all preparation, maintenance and aftercare advice provided.

We may decline to provide a service where you wish to proceed against professional safety advice.

23. Something not quite right?

We want you to leave feeling great.

Please raise any immediate concern before leaving wherever possible.

If the concern becomes apparent later, please contact the relevant location as soon as reasonably possible, ideally within seven days.

Depending on the service, we may need to:

• inspect the result in person;
• review consultation and treatment records;
• speak with the relevant team member;
• assess whether aftercare was followed; or
• allow enough time for a treatment to settle.

Please give us a reasonable opportunity to inspect and, where appropriate, put things right before arranging corrective work elsewhere.

Using another provider before allowing us to assess the concern may affect our ability to determine the cause or offer an appropriate remedy. This does not remove your statutory rights.

A change of mind or preference for a different result does not necessarily mean that the service was provided incorrectly.

24. Complaints

Complaints should initially be raised with the manager of the salon, spa or clinic concerned.

You may also contact:

Alchemy & i Group Client Care
Email: info@alchemyandi.co.uk
Address: [insert correspondence address]

Please include:

• your name and contact details;
• the location visited;
• the appointment date;
• the service received;
• details of your concern; and
• the outcome you are seeking.

We may ask for photographs, further information or an in-person assessment.

Offers, vouchers and memberships

25. Promotions and special offers

Promotions, introductory offers and discounts:

• are subject to their own conditions;
• may be restricted to selected locations, services, products, dates or team members;
• are subject to availability;
• cannot be exchanged for cash;
• cannot normally be applied retrospectively;
• may not be combined with another promotion, voucher, membership benefit, discount or loyalty reward unless expressly stated; and
• must be redeemed within the stated period.

Holding a promotion or special-offer voucher does not guarantee appointment availability.

We may amend or withdraw an offer before a qualifying purchase or booking is made.

A confirmed qualifying booking will normally be honoured unless there has been an obvious error, misuse, fraud or misrepresentation.

26. Gift vouchers

Gift vouchers are valid for 12 months from the date of purchase, unless a different expiry date is clearly stated before purchase.

Gift vouchers:

• must be redeemed before the expiry date;
• are non-refundable except where required by law;
• cannot be exchanged for cash;
• cannot be resold;
• cannot be used to purchase another voucher;
• cannot normally be combined with another voucher, promotion, discount or loyalty reward;
• may not be used against selected special offers, promotional packages, memberships or discounted services;
• are subject to appointment availability; and
• remain subject to our booking and cancellation policy.

Any exclusions relating to a specific offer, service or location will be made clear in the relevant offer terms or when you book.

A voucher may be purchased as a gift for another person. The intended recipient’s correct name should be provided at the time of purchase.

Once a voucher has been issued or assigned to a named client, it is non-transferable and cannot be moved to another person or Fresha account.

Where an appointment paid for with a voucher is cancelled or rescheduled within 48 hours, or the client does not attend, the applicable cancellation amount may be deducted from the voucher balance.

Lost, stolen or damaged vouchers may only be replaced where we can verify the original purchase, voucher reference and unused balance.

Expired vouchers cannot normally be extended or reinstated. Exceptional circumstances may be considered at our discretion.

27. Special-offer vouchers

Special-offer vouchers play by slightly different rules.

Any voucher purchased through a special offer, promotion or discounted campaign must be issued in the full name of the person who will redeem it.

The correct recipient name must be entered at the time of purchase.

Special-offer vouchers:

• are personal to the named recipient;
• are strictly non-transferable;
• cannot be gifted, sold, assigned or transferred after purchase;
• cannot be moved to another Fresha account;
• may only be redeemed by the person named on the voucher;
• may require valid photographic identification at the appointment;
• must be redeemed within 12 months of purchase, unless an earlier promotional expiry date was clearly stated;
• may only be used for the service, package, location or promotion specified;
• cannot be exchanged for cash or account credit;
• cannot normally be used with another special offer, voucher, discount, membership benefit or loyalty reward; and
• remain subject to our booking and cancellation policy.

If the name on the voucher does not match the person attending, or suitable identification cannot be provided when reasonably requested, we may refuse redemption.

The voucher will not be transferred or reissued in another person’s name.

28. Packages and prepaid courses

Packages and prepaid courses are subject to the conditions displayed at the time of purchase.

Unless stated otherwise:

• they are for one named client;
• they are non-transferable;
• sessions must be used within the stated validity period;
• appointments are subject to availability;
• missed or late-cancelled sessions may be deducted;
• unused sessions cannot be exchanged for cash; and
• treatment results cannot be guaranteed.

Where a refund is legally due or agreed, services already used may be recalculated at their usual individual price rather than the discounted package rate.

29. Memberships

Memberships are governed by separate membership terms provided when you join.

These may cover:

• the minimum membership term;
• payments;
• included services or allowances;
• booking availability;
• unused benefits;
• pauses;
• cancellation;
• price changes; and
• termination.

Membership benefits do not override our cancellation policy unless the specific membership terms expressly say otherwise.

30. Retail products

Products are subject to availability.

Your statutory rights apply where a product is faulty, misdescribed or not of satisfactory quality.

For hygiene and safety reasons, we may be unable to accept a change-of-mind return for opened, used or unsealed hair, beauty, cosmetic or skincare products unless they are faulty or your statutory rights otherwise apply.

Proof of purchase may be required.

31. Payment

Payment is due when requested and must be completed before leaving the premises.

If a payment fails, is reversed or becomes subject to a chargeback, we may contact you to recover the amount properly due and may restrict future bookings until the matter has been resolved.

Please check your receipt and raise any apparent error promptly.

Fresha and your information

32. Fresha

We use Fresha to support functions including:

• bookings;
• deposits and payments;
• appointment reminders;
• client profiles;
• memberships;
• vouchers;
• communications; and
• loyalty rewards.

Fresha is a separate technology provider and has its own platform terms and privacy information.

A temporary Fresha or internet outage does not remove any rights or obligations that have already arisen between you and us.

33. Privacy and CCTV

We process personal information in accordance with the Alchemy & i Group Client Privacy Notice.

CCTV operates in selected areas for the safety and security of our clients, team members, visitors, belongings and business property.

Signs are displayed in locations where CCTV is in operation.

Fresha Loyalty Programme

34. How the loyalty programme works

Our loyalty programme is operated through Fresha at participating Alchemy & i and Cecily locations.

The programme may allow clients to:

• collect loyalty points;
• exchange points for rewards;
• progress through loyalty tiers; and
• access other benefits shown in Fresha.

Only the loyalty features activated by us and displayed in your account will apply.

35. Who can join

Eligible clients may be enrolled when the loyalty programme is active at their location.

To earn and redeem points, you may need:

• an active Fresha profile;
• a valid email address or mobile number; and
• to use the same profile every time you book.

The programme is for individual clients only.

Duplicate, fraudulent or improperly used profiles may be merged, suspended or removed.

36. Participating locations

Points and rewards may only be earned and redeemed at participating locations connected to the relevant Fresha programme.

Not every Alchemy & i Group company or location will necessarily operate the same earning rates, rewards or benefits.

A reward appearing in your account does not guarantee appointment or product availability.

37. Earning points

Points may be awarded for qualifying activity selected within Fresha, including:

• eligible spending;
• completed appointments;
• qualifying online bookings;
• eligible reviews; and
• other activity shown in your account.

The current earning rates will be shown in Fresha or our loyalty information.

Unless stated otherwise:

• points are awarded after the qualifying transaction has been completed;
• the transaction must be linked to your own Fresha profile;
• points are based on the eligible amount paid after discounts;
• tips do not earn points;
• cancellation and no-show charges do not earn points;
• refunded, reversed, unpaid or complimentary transactions do not earn points;
• deposits do not earn separate points merely because they have been paid; and
• purchases cannot be divided between different profiles to generate additional points.

Points may take a reasonable amount of time to appear.

38. Points expiry

Loyalty points expire 12 months from the date they are earned.

Points are earned and expire individually. Collecting new points does not extend the expiry date of points you already hold.

Expired points:

• will be removed automatically;
• cannot be exchanged for cash;
• cannot be transferred;
• cannot be moved to another Fresha profile; and
• cannot normally be reinstated.

We may correct or reinstate points where there has been a genuine technical or administrative error, but we are not required to reinstate points that expired correctly.

39. Loyalty rewards

Points may be exchanged for the rewards displayed in Fresha.

Rewards may include:

• a fixed-value discount;
• a percentage discount;
• a complimentary eligible service;
• a complimentary eligible product; or
• another benefit described in the reward.

Each reward may have its own conditions, including:

• the number of points required;
• the expiry date;
• participating locations;
• eligible services or products;
• selected team members;
• minimum spending;
• eligible appointment dates or times;
• whether advance booking is required; and
• whether the reward can be combined with anything else.

The reward details displayed in Fresha form part of these terms.

40. Redeeming rewards

Please tell us before checkout that you wish to use a reward.

Loyalty rewards:

• cannot normally be applied after payment has been completed;
• are personal to the client who earned them;
• are non-transferable;
• cannot be gifted, sold or exchanged for cash;
• cannot be moved to another Fresha profile;
• cannot normally be combined with another reward, voucher, membership benefit, discount or promotion;
• may not be used against selected special offers, promotional packages or discounted services;
• are subject to availability; and
• must be redeemed before the expiry shown in Fresha.

No cash change or balance will be provided if the reward value is greater than the eligible purchase value.

41. Loyalty rewards and special offers

Loyalty rewards cannot be used against every promotion.

Excluded services may include selected:

• discounted services;
• promotional packages;
• introductory offers;
• special events;
• visiting practitioner clinics;
• memberships; and
• other specified offers.

Any exclusions will be shown in the reward or promotional terms, or explained when you book.

42. Cancelling an appointment booked with a reward

Appointments booked using loyalty points or rewards remain subject to our 48-hour cancellation policy.

Where you cancel with at least 48 hours’ notice, we will normally try to restore the reward where Fresha allows us to do so.

Where you cancel or reschedule within 48 hours, or do not attend:

• the reward may be treated as redeemed;
• the points used may not be returned; and
• a deposit may be required before another appointment is booked.

We will apply this reasonably, taking account of the circumstances and the loss caused.

43. Refunds and points

Where a qualifying purchase is refunded or reversed, any points earned from that purchase may be removed.

If the points have already been redeemed, we may:

• deduct the equivalent points from your balance;
• cancel an unused reward;
• adjust the refund to reflect a benefit already received; or
• record a negative points balance until further qualifying points are earned.

This does not affect your statutory rights regarding faulty goods or services.

44. Duplicate Fresha profiles

Points and rewards are linked to your Fresha profile.

Please use the same email address and mobile number when booking.

Where duplicate profiles exist, we may ask Fresha to merge them or make a reasonable manual adjustment. We cannot guarantee that every historic point can be recovered where accounts were created using different or inaccurate details.

Points cannot be pooled between friends, family members or separate client accounts.

45. Points are not money

Points, rewards and loyalty benefits:

• are promotional benefits;
• are not cash or client deposits;
• have no cash value;
• cannot be withdrawn;
• do not earn interest;
• cannot be sold; and
• cannot be transferred.

46. Errors and misuse

We may correct points, rewards or account balances affected by:

• a technical or administrative error;
• duplicate transactions;
• refunds or reversed payments;
• cancelled appointments;
• inaccurate information;
• fraudulent activity; or
• misuse of the programme.

We may suspend or remove a client from the programme where we reasonably believe there has been:

• fraud;
• deliberate manipulation;
• false or duplicate accounts;
• false reviews;
• referral abuse;
• resale of points or rewards;
• misuse of promotional codes; or
• another serious breach of these terms.

Improperly obtained points or rewards may be removed.

47. Changes to the loyalty programme

We may change:

• earning rates;
• qualifying activities;
• eligible services or products;
• reward values;
• participating locations;
• tier thresholds; or
• other programme features.

Where a change materially affects existing points or rewards, we will provide reasonable notice through Fresha, email, our website or another appropriate channel where reasonably practicable.

48. Ending the loyalty programme

We may suspend or end the programme for commercial, operational, technical or legal reasons.

Where reasonably practicable, we will provide at least 30 days’ notice to allow existing points or rewards to be used.

Immediate suspension may be necessary where required by law, because of misuse, because of a serious technical issue or where Fresha withdraws the relevant functionality.

Points and rewards cannot be exchanged for cash when the programme ends.

49. Loyalty enquiries

Questions about points or rewards can be sent to:

Email: info@alchemyandi.co.uk

Please include the email address or mobile number linked to your Fresha profile.

The legal bit

50. Our responsibility to you

We are responsible for losses that are a foreseeable consequence of our breach of these terms or our failure to provide services with reasonable care and skill.

We are not responsible for losses that:

• were not reasonably foreseeable;
• arise from inaccurate or withheld information;
• result from failing to follow preparation or aftercare advice;
• arise from proceeding against professional advice;
• are caused by events outside our reasonable control; or
• relate to business or commercial use rather than personal consumer use.

Nothing in these terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

51. Changes to these terms

We may update these terms to reflect changes in:

• our services;
• our systems;
• our group structure;
• Fresha functionality;
• legal or regulatory requirements; or
• the way we operate.

The terms in force when your booking or purchase was made will normally apply to that transaction.

The latest version will always be available on our website.

52. Governing law

These terms are governed by the laws of England and Wales.

Nothing in this section affects any rights you may have to bring proceedings in another part of the United Kingdom where applicable.

Alchemy & i Group Client Privacy Notice

Effective date: 1st Jan 2026

1. About this privacy notice

Alchemy & i Group takes the privacy and security of its clients, visitors and prospective clients seriously.

This notice explains how we collect, use, store and share your personal information when you:

• visit one of our salons, spas or clinics;
• book or receive a service or treatment;
• use our website or online booking system;
• contact our reservations or client-care teams;
• purchase a product, gift card or membership;
• attend an event or promotion;
• interact with us through email, telephone, text, WhatsApp or social media; or
• visit premises where CCTV is operating.

This notice applies to businesses operating under the Alchemy & i, Cecily, and other associated Alchemy & i Group trading names.

It does not cover personal information relating to employees, workers, contractors or job applicants, which is dealt with under separate privacy information.

2. Who we are

Alchemy & i Group is the umbrella name used for a group of related businesses under common ownership. These businesses operate hair salons, beauty salons, spas, skin clinics, aesthetic services and associated hospitality and retail services under trading names including:

• Alchemy & i;
• Cecily;
• Cecily Spa;
• Cecily Skin;
• Cecily Beauty; and
• any other Alchemy & i Group trading names identified when you make a booking.

The data controller responsible for your information will normally be the legal company operating the location you visit or providing the service you purchase.

The relevant company name may be shown on your booking confirmation, receipt, invoice, website location page or other correspondence.

Our group companies may share certain central services, including reservations, marketing, finance, administration, information technology, client care and business management. Depending on the particular activity, the companies may act as separate controllers or may jointly determine how information is used.

You may contact us centrally about any Alchemy & i Group business, and we will direct your enquiry to the appropriate company.

A schedule of the relevant legal companies should appear at the end of this notice.

3. How to contact us

For questions about this notice or how we use your personal information, please contact:

Data Protection Lead
Alchemy & i Group
Email: info@alchemyandi.co.uk
Postal address: 10 Castle St, Berkhamsted HP4 2BQ

You may also contact the salon, spa or clinic you normally visit.

4. Information we may collect

The information we collect depends on how you interact with us and the services you receive.

Identity and contact information

This may include:

• your name;
• title;
• date of birth or age, where relevant;
• postal address;
• email address;
• telephone number;
• gender or pronouns, where voluntarily provided;
• emergency contact details; and
• parent or guardian details where the client is under 18.

Booking and account information

This may include:

• your Fresha account or client profile information;
• appointment dates and times;
• the location, services and team members booked;
• appointment history;
• cancellations, rescheduling and no-show information;
• waiting-list information;
• booking preferences;
• membership and loyalty information;
• gift-card information;
• deposits and account credit; and
• notes needed to manage your appointments.

Service and treatment information

Depending on the service, this may include:

• hair type, colour formulas and technical history;
• skin type and skin concerns;
• treatment preferences;
• product preferences;
• consultation records;
• patch-test and sensitivity-test information;
• treatment plans;
• service notes;
• products used;
• aftercare information;
• treatment results;
• consent forms; and
• before-and-after photographs.

Health and special-category information

Some hair, beauty, spa, skin and aesthetic services require us to ask about health matters so that we can assess whether a service is suitable and provide it safely.

This may include information about:

• allergies or sensitivities;
• medical conditions;
• medication;
• pregnancy or breastfeeding;
• previous procedures or treatments;
• skin conditions;
• injuries;
• contraindications;
• adverse reactions; and
• other information relevant to the safety of a treatment.

Health information is treated as special-category personal information and receives additional protection.

You should only provide information that is relevant to the service or treatment you are considering.

Payment and transaction information

This may include:

• payments made;
• refunds;
• deposits;
• outstanding balances;
• products and services purchased;
• payment method;
• transaction references; and
• limited payment-card information made available to us by our payment provider.

We do not generally receive or store your complete payment-card number. Card payments are processed through Fresha or another authorised payment provider.

Communications

This may include:

• emails;
• text and WhatsApp messages;
• social-media messages;
• online enquiries;
• telephone enquiries;
• booking conversations;
• feedback;
• reviews;
• complaints;
• data-protection requests; and
• records of our responses.

Where telephone calls are recorded, or an automated booking assistant is used, you will be informed at the beginning of the call or interaction.

Marketing and preference information

This may include:

• whether you have agreed to receive marketing;
• the types of services you are interested in;
• your preferred location;
• communication preferences;
• responses to promotions;
• whether you opened or interacted with a marketing message; and
• records of unsubscribes and objections.

Website and technical information

When you use our website, we may collect:

• IP address;
• browser and device type;
• operating system;
• pages visited;
• dates and times of visits;
• referring website;
• cookie identifiers;
• approximate location derived from your IP address; and
• website interaction and analytics information.

Further details should be provided in our separate Cookie Notice.

CCTV information

CCTV may capture:

• your image;
• your movements within monitored areas;
• the time and date of your visit; and
• information about an incident involving you.

CCTV is not installed in toilets, changing areas or treatment spaces where clients would reasonably expect a high level of privacy.

5. Where we obtain your information

We may obtain information:

• directly from you;
• from a parent, guardian or person booking on your behalf;
• through Fresha;
• through our website;
• from another Alchemy & i Group location;
• through our reservations or client-care teams;
• from a gift-card purchaser;
• through social media;
• from a referring client or professional;
• from payment providers;
• from our staff during consultations and appointments;
• through CCTV;
• through website cookies and analytics; or
• from public sources where appropriate.

Where someone provides information about another person, they should have that person’s permission to do so.

6. How and why we use your information

We use personal information only where we have an appropriate reason under data-protection law.

To respond to enquiries and arrange appointments

We use your contact and booking information to:

• respond to enquiries;
• recommend appropriate services;
• create and manage bookings;
• manage waiting lists;
• send confirmations and reminders;
• contact you about changes;
• process cancellations and rescheduling; and
• provide information requested before an appointment.

Our lawful basis is normally taking steps at your request before entering into a contract, performing our contract with you, and our legitimate interest in managing appointments effectively.

To provide services and treatments

We use your information to:

• provide the service you have booked;
• record formulas, products and treatment history;
• maintain continuity between visits;
• personalise your experience;
• provide aftercare;
• assess the suitability and safety of a treatment;
• identify contraindications; and
• respond to reactions or concerns.

Our lawful basis is normally performing our contract with you and our legitimate interest in providing safe, consistent and high-quality services.

Where health or other special-category information is processed, we will also rely on an appropriate special-category condition. This will usually be your explicit consent.

Where a service is provided by a regulated healthcare professional, the practitioner or operating company may rely on the condition relating to the provision and management of health treatment, where the legal requirements for doing so are met.

You may withdraw consent to the future use of health information where consent is the basis relied upon. However, we may be unable to provide certain treatments without information needed to assess their safety.

To take and use photographs

Photographs may be taken:

• as part of a treatment or clinical record;
• to monitor progress;
• to assess results;
• to respond to a complaint or insurance matter; or
• for training, promotional or social-media purposes.

Where photographs are required as part of your treatment record, we will explain why they are necessary.

We will obtain separate permission before using an identifiable photograph for advertising, social media, publicity, training materials or other promotional purposes. Declining promotional photography will not affect your ability to receive a service.

To process payments and administer our policies

We use personal and transaction information to:

• process payments and refunds;
• take deposits;
• apply cancellation and no-show policies;
• manage gift cards and memberships;
• issue receipts and invoices;
• prevent fraudulent transactions; and
• maintain financial and tax records.

Our lawful bases are performing our contract with you, complying with legal obligations and our legitimate interest in protecting the business from fraud and financial loss.

To send service communications

Appointment confirmations, reminders, receipts, changes to bookings, aftercare information, safety information and changes to terms are service communications rather than marketing.

We may send these where necessary to fulfil our contract with you or for our legitimate interest in managing your appointment and maintaining an effective client relationship.

To provide client care and handle complaints

We may use your records to:

• respond to questions;
• investigate concerns;
• manage complaints;
• provide refunds or corrective services;
• investigate accidents or adverse reactions;
• respond to insurance matters;
• establish, exercise or defend legal claims; and
• improve our standards.

Our lawful bases are performing our contract, complying with legal obligations and our legitimate interests in resolving concerns and protecting clients and the business.

For safety, security and fraud prevention

We may use information to:

• protect clients, staff, visitors and property;
• prevent or investigate theft, fraud and misconduct;
• manage safeguarding concerns;
• investigate accidents and incidents;
• maintain building security; and
• cooperate with the police, insurers or regulators.

Our lawful bases are legitimate interests, legal obligations and, where applicable, establishing, exercising or defending legal claims.

For marketing

We may use your name, contact details, appointment history, location and service interests to send relevant information about:

• services;
• products;
• new locations;
• events;
• team members;
• availability;
• offers;
• memberships;
• loyalty benefits; and
• Alchemy & i Group news.

Email, text-message and similar electronic marketing will only be sent where you have consented or where the law otherwise permits it, such as where the existing-customer “soft opt-in” applies.

You may unsubscribe at any time by:

• using the unsubscribe link in an email;
• following the instructions in a text message;
• changing your Fresha preferences;
• contacting the salon; or
• emailing info@alchemyandi.co.uk.

Service messages may still be sent where necessary for an active booking.

The rules for electronic marketing generally require consent or a valid soft opt-in, together with a simple opportunity to unsubscribe.

To improve and manage the Group

We may analyse appointment and transaction information to:

• understand demand;
• improve staffing and opening hours;
• measure service performance;
• plan new services and locations;
• understand client retention;
• improve the client experience;
• conduct staff training;
• develop group strategy; and
• maintain consistent standards across our businesses.

Where possible, information used for reporting will be aggregated or anonymised.

Our lawful basis is our legitimate interest in operating and improving the Alchemy & i Group.

7. Our use of Fresha

We use Fresha to support functions which may include:

• online and in-salon bookings;
• appointment management;
• client profiles;
• appointment confirmations and reminders;
• deposits and payments;
• gift cards;
• memberships;
• client communications;
• marketing preferences;
• point-of-sale transactions; and
• business reporting.

Where we place information into Fresha as part of our salon or spa client records, the relevant Alchemy & i Group company will generally act as controller and Fresha will process that information on our behalf.

Where you create or use your own Fresha account, book through the Fresha marketplace, use Fresha payment services or receive marketing directly from Fresha, Fresha may also act as an independent controller. Fresha’s own privacy policy will apply to those activities.

A request concerning information in our treatment or client records should normally be sent to us. A request concerning your Fresha account, Fresha marketplace activity or Fresha’s own marketing may need to be sent directly to Fresha.

Fresha’s current terms distinguish between information it processes for a partner and information it processes as an independent controller.

Automated booking services

Where we use a Fresha automated or AI-assisted telephone or messaging service, the system may process:

• your telephone number;
• call or message content;
• appointment requests;
• service preferences;
• booking information; and
• information needed to respond to your enquiry.

We will provide appropriate notice where an interaction is automated or recorded.

We do not intentionally use automated decision-making to make decisions about you which produce legal or similarly significant effects without appropriate safeguards.

8. Sharing information within Alchemy & i Group

Information may be shared between relevant Alchemy & i Group businesses where necessary for:

• central reservations;
• transferring or managing appointments between locations;
• providing continuity of service;
• central client care;
• resolving complaints;
• finance and administration;
• marketing where permitted;
• information technology and security;
• management reporting;
• business planning; and
• legal and regulatory compliance.

Access is limited to people who reasonably need the information for their role.

Health, treatment and consultation information will not automatically be available to every business or member of staff within the Group. Access should be limited according to the service provided and the person’s responsibilities.

9. Other organisations we may share information with

We may share relevant information with:

• Fresha;
• payment processors and banks;
• website, hosting and cloud-storage providers;
• communications and telephone providers;
• email and marketing platforms;
• information-technology and cybersecurity providers;
• professional advisers, including accountants and solicitors;
• insurers and insurance claims handlers;
• healthcare professionals or emergency services, where appropriate;
• product manufacturers where investigating an adverse reaction;
• landlords, security providers or building managers where necessary;
• the police, courts, regulators or government authorities;
• prospective purchasers, investors or advisers in connection with a business sale, acquisition or restructuring; and
• other organisations where you have asked or authorised us to share information.

We do not sell client personal information.

Service providers acting on our behalf are required to process information securely and only for agreed purposes.

10. International transfers

Some of our suppliers, or their subcontractors, may store or access information outside the United Kingdom.

This may include Fresha and providers of cloud hosting, communications, website analytics and marketing services.

Where personal information is transferred outside the UK, we will take steps intended to ensure it remains appropriately protected. Depending on the destination, this may include:

• UK adequacy regulations;
• the UK International Data Transfer Agreement;
• the UK Addendum to approved EU Standard Contractual Clauses;
• another legally recognised transfer safeguard; and
• appropriate contractual, organisational and technical protections.

You may contact us for further information about the safeguards applying to a particular transfer.

The ICO currently identifies the UK IDTA and UK Addendum as recognised contractual safeguards for restricted transfers.

11. How long we retain information

We keep information only for as long as it is reasonably required for the purpose for which it was collected and to meet legal, regulatory, insurance and professional obligations.

Our retention decisions take account of:

• the nature of the information;
• whether it includes health or treatment information;
• how often you visit us;
• the type of service provided;
• the risk of a complaint or claim;
• insurance requirements;
• professional or regulatory requirements;
• tax and accounting obligations; and
• whether the information relates to a child.

As a general guide:

Enquiries

Enquiries which do not lead to a booking will normally be retained for up to 12 months, unless there is a reason to retain them for longer.

Client and appointment records

Client profiles, appointment records and service histories will normally be retained while you remain an active client and for up to seven years after your last appointment.

Treatment and health records

Consultation, consent, treatment and health-related records may be retained for longer where required by:

• the nature of the treatment;
• a professional regulator;
• our insurer;
• safeguarding requirements;
• the client’s age; or
• applicable limitation periods.

Financial records

Invoices, transaction and accounting records will normally be retained for at least six years, or longer where required by tax or accounting law.

Marketing records

Marketing information will be retained until you unsubscribe, withdraw consent or object.

We may retain a limited suppression record after you unsubscribe so that we can continue to respect your preference and avoid adding you back to a marketing list.

Photographs

Treatment-record photographs will be retained in line with the related treatment record.

Promotional photographs will be retained while the permission remains valid and while there is a reasonable business purpose for continuing to use them. Where you withdraw permission, we will stop new uses where reasonably possible, although we may not be able to withdraw materials already printed or published.

Complaints and incidents

Complaint, accident, adverse-reaction and insurance records may be retained for the duration of the matter and any relevant legal or insurance limitation period.

CCTV

CCTV footage will normally be retained for 90 days and then automatically overwritten or securely deleted.

Relevant footage may be retained for longer where it is required for an incident, complaint, investigation, insurance claim or legal proceedings.

12. CCTV

CCTV is used in selected public and operational areas of our premises for:

• client, staff and visitor safety;
• crime prevention and detection;
• protecting personal belongings;
• protecting business property and equipment;
• investigating accidents or incidents;
• supporting safeguarding;
• responding to complaints; and
• managing insurance and legal claims.

Appropriate signs are displayed where CCTV is operating.

Access to recordings is restricted to authorised people. Footage may be shared with the police, insurers, legal advisers or other appropriate parties where this is necessary and lawful.

CCTV is not used for promotional purposes.

13. Information about children

Some of our services may be available to children or young people.

Where appropriate, we may:

• require a parent or guardian to make the booking;
• record the parent or guardian’s details;
• require the parent or guardian to attend;
• obtain parental or guardian consent;
• ask for proof of age; or
• refuse or adapt a service based on age, safety, insurance or professional requirements.

We do not knowingly send direct marketing to children where the necessary permission has not been obtained.

14. Security

We use reasonable organisational and technical measures intended to protect personal information against:

• unauthorised access;
• unlawful use;
• loss;
• alteration;
• disclosure;
• destruction; and
• accidental damage.

Measures may include:

• account permissions;
• password and access controls;
• staff confidentiality requirements;
• staff training;
• secure payment providers;
• device and network security;
• restricted access to treatment information;
• data-backup arrangements; and
• procedures for managing suspected data breaches.

No electronic system can be guaranteed to be completely secure. Clients should avoid sending health or payment-card information through unsecured messaging or social-media channels unless specifically asked to do so through an approved process.

15. Your data-protection rights

Depending on the circumstances and the lawful basis relied upon, you may have the right to:

• ask for access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to delete information;
• ask us to restrict how information is used;
• object to certain uses of your information;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent; and
• ask for human review of a significant decision made solely by automated means.

Some rights are subject to legal exemptions. For example, we may need to retain information to comply with legal obligations, protect another person’s rights or defend a legal claim.

We may ask for information to confirm your identity before responding to a request.

Your right to object to direct marketing

You have an absolute right to object to the use of your personal information for direct marketing.

You may unsubscribe or object at any time without charge.

16. Data-protection complaints

Please contact us first if you have concerns about how your information has been handled.

Data-protection complaints should be sent to:

Data Protection Complaint
Alchemy & i Group
Email: info@alchemyandi.co.uk
Postal address: 10 Castle st, Berkhamsted HP4 2BQ

Please include:

• your name and contact details;
• the location you visited;
• a description of your concern;
• any relevant appointment or correspondence details; and
• what you would like us to investigate.

We will:

• acknowledge your complaint within 30 days;
• take reasonable and proportionate steps to investigate it;
• keep you informed where appropriate; and
• tell you the outcome without undue delay.

These complaint-handling duties have applied to organisations handling personal data since June 2026.

You also have the right to complain to the UK data-protection regulator:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

17. Changes to this notice

We may update this privacy notice where:

• our services change;
• we introduce new systems;
• our group structure changes;
• we appoint new service providers;
• the way we use information changes; or
• legal or regulatory requirements change.

The latest version will be published on our website with the date it was last updated.

Where a change significantly affects how we use existing personal information, we will take reasonable steps to bring it to your attention before the new use begins.