We are located in 'THE LEVEL' members area of the hotel.

The entrance to the Level entrance is on Longford Street at back of the hotel.

There is a black canopy and walkway to give faster access to our clinic location.

There is drop off directly outside this walkway. This saves you going through the main reception of hotel.

Nilam Holmes x The Level — Terms & Conditions

We advise all clients to read through the clinic Terms & Conditions before making a booking. These terms are designed to safeguard Nilam Holmes x The Level and ensure the highest standard of service for every client.

By booking an appointment, you agree to all the terms and conditions stated below.

CANCELLATION POLICY

Nilam Holmes x The Level requires 48 hours’ notice to reschedule or cancel all appointments.

We appreciate clients notifying us in advance wherever possible, as our diary is busy and appointment slots are in high demand.

Please note that any late cancellations will incur a charge on your account.

No-Show and Late Cancellation (where no deposit was taken):

If you do not attend your appointment or cancel late (as defined in this Cancellation Policy) and no deposit was taken for the booking, we may charge the applicable no-show/late-cancellation fee to any payment method we hold on file via our secure payment processor, add the fee to a future appointment, and/or refuse or restrict further bookings. Repeated breaches may result in a requirement for full prepayment on all future appointments or refusal of future bookings at our discretion.

By making a booking, you authorise us to collect any such fees using the payment details on file.

ONLINE BOOKINGS

We offer an online booking platform through which appointments can be booked and all previous booking and course information viewed. We recommend all clients sign up to this platform for ease of use and management.

When making a booking, you will be required to pay a deposit to secure your appointment. Please refer to the Deposits section for further details.

ONLINE DEPOSITS

To streamline the booking process, we require the following deposits:

• 20% deposit on all treatments booked
  
• 25% deposit for new clients to secure your appointment
  
• 30% deposit if your account has a history of two or more no-shows
  

These deposits are deducted from the total cost of your treatment and are non-refundable if your appointment is cancelled or rescheduled with less than 48 hours’ notice.

EXPRESS CHECKOUT

When you pay a deposit to secure an online booking, your card details are stored securely with our PCI-compliant payment processor using tokenisation; we do not store your full card number, ensuring full confidentiality.

After your treatment, you may opt for ‘Express Checkout’ and authorise us to charge the remaining balance automatically to the same card. This allows for a seamless, hassle-free visit — once your treatment is complete, you can simply leave at your convenience.

A full receipt will be sent to the email address on file for your records.

GIFT VOUCHERS – TERMS & CONDITIONS

Nilam Holmes Gift Vouchers cannot be redeemed online. They can be redeemed in-store for both products and services.

Please treat your Gift Voucher like cash — if it is lost, anyone may redeem the remaining value. Lost, stolen, or damaged vouchers cannot be replaced.

• Gift Vouchers cannot be exchanged for cash and are non-refundable.
  
• Gift Vouchers are valid for the period stated on the voucher — validity is strictly 6 months from the date of issue.
  
• Promotional offers sold via Gift Vouchers follow these terms; however, some promotions may not be valid with all therapists or on all services.
  
• It is the recipient’s responsibility to use the voucher before it expires. Nilam Holmes does not send expiry reminders.
  
• Any unused balance after expiry will be cancelled.
  
• Gift Vouchers are not cheque guarantee, credit, or charge cards and cannot be topped up.
  
• When you use a voucher, the amount is deducted from its balance. No cash change will be given; any remaining balance remains until expiry.
  
• If your purchase exceeds the voucher value, the difference must be paid by another method.
  

Refunds for goods or services purchased with a Gift Voucher will follow Nilam Holmes’ Refund Policy.

Nilam Holmes reserves the right to amend these Gift Voucher Terms & Conditions where reasonable and necessary.

Gift Vouchers purchased at Nilam Holmes x The Level can also be used at our flagship location Dermaspa (www.dermaspa.co.uk) under the same terms stated above.

COURSE PACKAGES

All treatments purchased as a pre-paid package must be paid for in full in advance of the first treatment.

Packages must be used within 18 months of purchase; any unused treatments after this period will be forfeited.

Courses are non-refundable and non-part-refundable unless for medical reasons or extreme circumstances preventing continuation.

Any refund agreed will be calculated by deducting the full list price of all treatments already taken (plus any no-show charges) from the total package price, with the difference returned to you.

Packages and courses must be used at the location they were purchased from and cannot be transferred between our two locations.

By purchasing a course or package, you acknowledge and accept these terms.

LASER COURSE POLICY

Laser courses are sold as discounted packages of six treatments. Please note that one package of six does not always constitute a complete course — some clients may require more.

The number of packages required varies per client and will be discussed during consultation. The precise number cannot be determined before treatment begins, as individual physiological responses differ and may affect treatment outcomes.

Clients undergoing body laser treatments may be required to split sessions, as full-body laser in one sitting is not permitted for health and safety reasons. The maximum laser session duration is 2 hours 45 minutes (e.g., full leg, Hollywood, underarms, and upper lip).

Please note: the Soprano Laser platform is a hair reduction treatment, not permanent hair removal.

REFUNDS

All treatments are optional. By proceeding, clients accept responsibility for their choices and understand potential side effects. Refunds are not provided for adverse reactions if treatments have been performed in good faith.

If aftercare instructions are not followed and this impacts the treatment result, no refund will be issued.

ARRIVAL TIME

Please arrive 15 minutes prior to your appointment.

Lateness may result in your appointment being rescheduled.

CONSENT / CONSULTATION FORMS

When booking, we require a telephone number and email address.

An automated consultation form for your treatment will be emailed to you — please complete it before your appointment to ensure a smooth and safe process.

NOISE LEVELS

We kindly request that all clients keep noise to a minimum during their visit and set mobile phones to silent.

Calls may be taken in the downstairs waiting area if necessary.

TARIFF

We reserve the right to amend, modify, or alter pricing for individual treatments and packages without prior notice.

THERAPIST REQUEST

While all staff are fully trained and qualified, we cannot guarantee your preferred therapist’s availability. However, all therapists deliver the same high standard of care and professionalism.

CHILDREN

For insurance and safety reasons, and to maintain a relaxing environment for all clients, we operate a strict no children policy in the clinic.

OFFERS AND PROMOTIONS

From time to time, we offer discounts or promotions on treatments and/or retail products.

These are subject to specific terms including time, date, therapist, and availability restrictions.

We reserve the right to withdraw any offers without notice.

APPOINTMENT CONFIRMATION

Upon booking, you will receive:

• An email reminder 3 days prior
  
• A text reminder 2 days prior
  

It is the client’s responsibility to ensure contact details are up to date.

We recommend adding appointments to your personal calendar as an additional reminder.

RIGHT TO REFUSE ENTRY OR TREATMENT

Nilam Holmes x The Level reserves the right to refuse entry to anyone exhibiting aggressive behaviour, misconduct, or threats.

We may also decline treatment if we believe it is unsuitable or unsafe for the client.

HUMM FINANCE

We offer 0% finance for eligible treatments and courses through Humm Finance.

Applications typically take around 20 minutes and can be completed online or in-clinic.

Finance is provided solely by Humm Finance and is subject to their own credit and affordability assessments. Nilam Holmes Ltd is not a lender and has no influence over approval or decline decisions.

Any queries regarding your finance agreement (approvals, declines, repayments, cancellations, or complaints) must be directed to Humm Finance.

Your finance agreement is strictly between you and Humm Finance.

PAYMENT TERMS

Full payment (or any remaining balance after deposit) is due upon completion of your treatment.

If agreed in advance, we can issue an invoice to your email address. The invoice will specify payment terms and due dates.

Invoices not paid within the agreed timeframe may incur additional charges or interest as permitted by law.

We may also revoke invoice privileges and require immediate payment after treatment for future bookings.

By booking or receiving treatment at our location, you agree to these Payment Terms.

We reserve the right to amend these terms at our discretion.

By proceeding with your appointment, you acknowledge and accept these Terms & Conditions.

Thank you for choosing Nilam Holmes x The Level.