1. General terms and conditions

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1.1 Please read the booking terms and conditions and service price list before booking any beauty treatment.

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1.2 Booking terms and conditions are mandatory for all customers.

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1.3 When making a booking, make sure that the data is entered correctly and is true.

 

2. Definitions

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2.1 Service provider– Serbella OÜ (register code: 16596259, address: Vilja 8-6, Võru, 65606, Estonia,

email: info@serbella.ee, phone nr:  +372 5693 7930).

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2.2 Customer– a natural or legal person who has booked a service through the Serbella website, by phone or email.

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2.3 Booking – the service selected by the customer on the website, confirmed time agreed by email or by phone.

 

 

3. Making a Booking and confirmation

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3.1 When making a Booking, one has to select the desired services from the list of services and send the information to us by email, phone or the booking form along with the desired day and time. To make a Booking, one has to fill in the required data fields by entering his or her personal data. For our part, we forward the Booking request to the beauty technician and take care of matching the times.

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3.2 The Booking is confirmed when we send a confirmation letter to the email entered by the Customer, which describes the list of booked treatments with prices, the date, time, duration, name of the beautician and the address where the services are provided.

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3.3 The Booking reminder will be sent to the email address entered by the Customer 24 hours before and to the phone number 2 hours before the booked time.

 

4. Booking change and cancellation policy

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4.1 If for any reason the Customer wishes to change his or her booked time and move it to another day and/or time, please inform as soon as possible by calling the number +372 5693 7930 or writing to the email: info@serbella.ee. The Service Provider offers available times and changes the Customer's existing booked time to a suitable day and time agreed.

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4.2 If the Customer is not able to show up for the booked time and the Customer wants to completely cancel the time and not change it, please inform as soon as possible by calling the number +372 5693 7930 or writing to the email: info@serbella.ee.

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4.3 The Booking is considered cancelled only if the Customer has reported it by calling the number +372 5693 7930 or writing to the email: info@serbella.ee.

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4.4 The Booking is not considered cancelled if it is notified by writing to the Service Provider in messages on social media channels.

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4.5 If the Booking is cancelled by the Customer using the cancellation options listed earlier than 24 hours from the booked time, the Service Provider has the right to invoice the Customer for 50% of the total cost of the booked service.

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4.6 If the Booking is cancelled by the Customer using the cancellation options listed earlier than 12 hours from the booked time, the Service Provider has the right to invoice the Customer for 10% of the total cost of the booked service.

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4.7 If the Customer is not present at the address where the beautician has been called for the booked time and does not answer the phone, including without notifying the Service Provider, the Service Provider has the right to invoice 100% of the total cost of the booked services.

 

5. Withdrawal from provision of booked services

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5.1 The Service Provider has the right to withdraw from the provision of the service depicted in the Booking if

5.1.1 The Customer has not paid the advance invoice for the service by the payment deadline

5.1.2 The Customer is not present at the address provided for the services or is 15 or more minutes late from the time of the confirmed Booking. Thereby, the Customer is also obliged to pay 100% of the total cost of the booked service.

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6. Complaints

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6.1 Any complaint related to these Booking terms and conditions shall be submitted to the SerBella home spa representative immediately by calling the number +372 5693 7930 or writing to the email: info@serbella.ee.

The problem shall be resolved by mutual agreement as soon as possible within 5 working days.

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6.2 If the parties reach no agreement immediately, the incident shall be recorded in writing and signed by both parties. The SerBella home spa representative has 14 working days to handle the complaint submitted by the Customer.

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6.3 All disputes shall be resolved through negotiations, if no agreement is reached during negotiations, disputes shall be resolved in accordance with the procedure prescribed by law.