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Salon policy
CLEAN. CALM. CONSIDERED.
We want every visit to feel relaxed, professional and carefully considered. This guidance covers appointments, repairs and feedback at Nailology and our sister salon, Tip Top Nails.
Last updated: 21 October 2026
Gel chipped within one week?
If your gel nails chip within seven days of your appointment, please contact the salon where you had the treatment. We will arrange to fix the chipped gel free of charge.
Please let us know when you visited and what has happened, so we can allow time for your repair. This complimentary repair promise is in addition to your statutory rights and does not limit them to seven days.
Booking the right appointment
Choose your salon and check your selected treatment, price and appointment details before confirming. If you already have gel, builder gel, acrylic or dipping powder on your nails, tell the salon and select the appropriate removal or maintenance option. Please discuss nail art, added length or a particular design in advance so the team can confirm the time and price.
Cancellations and changes
If you need to cancel or move an appointment, please give your salon as much notice as possible. Use the options in your booking confirmation or contact the salon directly. For a short-notice change, calling the salon is the best way to reach the team.
Check any cancellation, deposit or no-show conditions displayed before confirming your booking. Any such conditions remain subject to your statutory rights; this page does not introduce an additional cancellation fee.
Running late
Please call your salon as soon as you know you may be late. Depending on the time available, we may need to adjust the treatment or help you arrange another appointment. We will explain the options and agree any change to the service or price before proceeding.
Before you leave
Please check your nails and tell your technician if anything about the agreed colour, shape or finish needs attention. We would like the opportunity to put it right during your visit. Leaving the salon or approving the finish does not remove your rights if a problem becomes apparent later.
Repairs, redos and refunds
For any concern about your treatment, contact the original salon so the team can review what happened. Where a treatment has not been provided with reasonable care and skill, we will put it right through an appropriate repair or redo at no extra cost, within a reasonable time and without significant inconvenience.
If that is impossible or cannot be done within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, which can include a refund. We consider concerns individually and do not exclude any remedy you are entitled to by law.
We do not normally offer a refund for a completed treatment solely because you later change your mind about an agreed colour or design, where the service was carried out as agreed and with reasonable care and skill. This does not affect your statutory rights.
Feedback and complaints
Please speak to your salon first. Tell us the location, appointment date, treatment and your concern. Photos can help us understand a nail-finish issue, but please avoid sending unnecessary sensitive information.
If the salon has not resolved your concern, email hello@nailology.london with the details and any previous correspondence. We will review the matter with the salon and explain the next steps.
Caring for your nails
Follow the aftercare advice given during your visit. Avoid picking or peeling off gel or enhancements, and ask your salon about suitable maintenance and professional removal. Read our nail-care guide for further guidance.
Nothing in this policy excludes or restricts your statutory consumer rights.
