Unlisted London Order & Booking Procedures

Identifying the right therapy to meet your needs.

With a large and diverse team of body workers, Unlisted London will work with you in finding just the right therapy and practitioner for your individual needs. To help us do this, we start by asking you a few important questions, the answers allow us to recommend the most suitable practicioner:

• What are your goals for the massage therapy session? Loosen tight muscles? Relax? Reduce stress? Address a chronic muscular problem? Knowing what you want to accomplish will help you focus on a massage therapist specialising in your needs.
• Do you understand all the alternative therapies and benefits of specific treatments? If you are unsure about the various types of treatment available and what to expect, then our client service desk is happy to advise, or review the relevant information sections within this website.
• The Unlisted bookings desk can help you identify your needs and advise what type of treatment would be most suitable. Above all, you need to be comfortable with your decision, don’t hesitate to try different massage therapists until you are satisfied.

REGISTERING AS A CLIENT
Unlisted London is a bespoke provider of beauty, fitness, wellbeing and lifestyle products and services:

• Shop: Carries hundreds of products from well known and hard to source brands that range from the seriously cosmecutical to the utterly organic.
• Services: Offers a comprehensive menu of beauty, fitness, wellbeing and lifestyle services, enough to keep even the most jaded of beauty/spa junkies content and feeling great.
• Ask The Consultant: Our integrated team of professionals are an email away to advise on which products and services best address your individual needs and concerns.

We do not require users to register in order to browse through the web site, however registering as an online Unlisted London user has benefits:

• It helps us to ensure that our customers are given the best possible service.
• As a registered user of unlistedlondon.com, you are eligible to receive e-mail promotions and offers that include special codes for free samples, gifts, shipping, and more.

From any page on our site you are able to click the "Register" button located on the upper right portion of your screen. You will now be asked to create your customer profile. By filling in your address information here, you will never have to do it again. Once you have placed an order, you can update your details online and view your current order status. You can opt to receive emails from us with exclusive web offers.

All users must register at the point in which they:

• Request a Service.
• Place an Order.
• Submit a request to 'Ask The Consultant'.
• Request Information via the 'Contact Us' page.

PRODUCT & SERVICE DESCRIPTIONS
Each product purchased and service delivered is sold subject to its product/service description. We will take all reasonable care to ensure that all details, descriptions and prices of products/services appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including product and service descriptions appearing on this website at a particular time may not always reflect the position exactly at time of order.

Purchasing Products

1. Contract, Order Acceptance.
The technical steps to create the contract between you and us are as follows:

• You place the order for your products on the website by pressing the ‘Order Now’ button at the end of the checkout process.
• We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Unlisted London.

Order acceptance and the completion of the contract between you and us will take place on despatch of the products ordered by you unless we have notified you that we do not accept your order, or you have cancelled it before despatch. The sales contract is completed in England.

Reasons why we may not be able to accept your order or part of your order include one of the following:

• the product you ordered is out of stock
• authorisation of your payment failed
• we made a pricing or product description error
• you are not eligible to order from Unlisted London

If there are any problems with your order, you will be contacted by a member of our Customer Service Desk on 0845 2255 505 or by emailing: orders@unlistedlondon.com

2. Changing An Order.
Please contact a member of our Customer Service Desk on 0845 2255 505 or by emailing: orders@unlistedlondon.com

3. Canceling an Order.
If you change your mind about an order you have placed with us, you may cancel it (once accepted by us) for any reason up to the point of despatch. Please contact our Customer Service as quickly as possible by emailing orders@unlistedlondon.com or by calling 0845 2255 505. If you do cancel the agreement within this time any payments made by you will be refunded in full within 5-8 working days in accordance with our Return Policy.

In the event that we may have already packaged and shipped your order when you cancel it, we cannot stop the order from being sent. Once you receive the order, you will have to return it to us in accordance with our Returns Policy.

4. Out of Stock & Back-orders.
If something is not in stock, we will advise as to when we expect delivery and send it out as soon as we receive it. You will have the choice to keep the order standing until such delivery time or cancel it. Should you chose to keep the order, your credit card will not be charged until the goods are despatched to you.

5. Split Deliveries.
If you have placed an order, which has a part coming at a later date and you would like to receive the order urgently we do send the items available. The remaining item is sent once it has come back in stock. There is no separate delivery charge for the item.

6. Gift Boxes & Wrapping.

• All purchasers have the option to choose special gift boxes and wrapping at an additional fee of £2.50 for a medium and £4.50 for a large gift box. Gift boxes are gold or white.
• All our Gift Boxes are despatched via Royal Mail with the exception of vouchers that have been included in gift boxes that contain products which are sent special delivery at all times.

PRICES
All prices on the website are quoted in (£) pounds sterling and where appropriate are inclusive of UK VAT. The current rate of VAT is 15%. Prices and availability of goods and services are subject to change without notice. This means that the price confirmed after placing the order or requesting a booking may be different to that charged at delivery. Every effort is made to ensure that this will not happen - please refer to our returns/cancellation policy. A delivery and or out-of-zone service charge will be added to your order value or booking where appropriate.

Duty & Taxes

If your order is being despatched to a final delivery address outside of the European Community (EC) then your sales tax will be zero. If your order is being sent to a member state of the EC then your invoice will include VAT at 15%.

All overseas deliveries may be subject to local import duties and taxes and also may be delayed, for example, by local Customs officials or their agents. Unlisted London cannot be held liable for delays nor any import duties or local charges levied once the package reaches your destination country. Any such charges will remain solely the responsibility of the customer.

Payment Methods

We accept online payment in a secure environment by credit or debit card. We currently accept American Express, Visa & MasterCard. All transactions are shown in British Pounds Sterling.

We also accept payment or part payment with Unlisted London gift vouchers. These can be purchased from the website or by phone from our Client Service Desk. Payments may be made by cheque using our Retail Product Order Form.

Delivery Charges & Times

When you place an order, it may take up to 3 business days for us to process. This is the time needed to verify your credit card, double check availability and pack it for shipping. If there is a problem with any of these steps, our Client Service Desk will notify you at once. If for any reason an item you have ordered is temporarily out of stock, we will give you an expected delivery date.

All dates quoted for delivery are estimated delivery dates only and may be subject to change and we cannot accept liability for any loss or damage (whether direct or indirect) for delivery at any time other than the estimated date for delivery. All orders received before 4pm will, subject to availability and credit verification, be despatched on the following day. Those orders received after 4pm will be despatched in approximately 48 hours. This only applies on normal business days, i.e. Monday-Friday excluding Bank Holidays.

Delivery charges relate to the amount of product purchased and its weight. There are 2 choices of delivery - Standard Delivery which is available Monday to Friday only and allow 5 days for delivery and the Premium Next Day Delivery for a guaranteed next day delivery for orders processed before Noon.

Overseas & BFPO Delivery
We accept orders from most overseas addresses. Orders must be paid for by credit card. Local import duties may be payable on receipt. See VAT & Duty. If you are sending ANY items overseas or to a serving member of the armed forces, there is a fixed cost of £8.50 to anywhere in the world (including UK). Delivery times may vary, and please allow 7-14 days.

GIFT VOUCHERS
Purchasing gift vouchers on-line makes gift giving easy, and is perfect for everyone on any occasion. With an Unlisted London gift voucher, friends, family members and business associates can buy the products or services of their choice, anytime.

Recipients can use their vouchers in two ways:

• Online at unlistedlondon.com provided they have e-mail and access to the World Wide Web.
• Via the Unlisted Client Service desk on 0845 2255 505.

To purchase an Unlisted London gift voucher simply select an amount and then add to your bag and then check out.
You will then have two options:
1. Electronic e-certificates – we will need the recipient's name, e-mail address and your personal message. We will send e-mail to the recipient, with the amount you selected.
2. Gift-wrapped voucher by post – we will need the recipients name, postal address and your personal message. We will send a beautiful gift box with the vouchers enclosed.

Gift giving has never been easier!

1. Terms and Conditions of E-Vouchers and gift vouchers

• Vouchers can be exchanged for products or services at Unlisted London by post to 1 Berkeley Street, Mayfair, London, W1J 8DJ or by phone on 0845 2255 505, and online at www.unlistedlondon.com. (Vouchers sent by post should always be registered for your own protection).
• Vouchers cannot be exchanged or refunded for cash.
• Vouchers can be used towards the purchase of goods or services at a higher price than its face value upon payment of the difference.
• Unlisted London is under no liability for replacement or refund should a gift voucher be lost, stolen, damaged or destroyed whether they have been redeemed or not.
• Gift vouchers are only valid with the unique serial number on its reverse side.

2. Gift Voucher Delivery Information

• Gift Vouchers are always mailed to the recipient’s home either by registered post (4-days) or overnight.
• All our gift vouchers are despatched via Royal Mail with the exception of vouchers that have been included in gift boxes that contain products which are therefore sent special delivery at all times.
• All purchasers have the option to choose Special Delivery for all gift vouchers allowing a guaranteed next day delivery (working days only).
• All gift vouchers can be posted through most letterboxes with the exception of vouchers that have been included in gift boxes that contain products. If Royal Mail is unable to deliver, a card will be left advising of the attempted delivery, a further delivery can be arranged or alternatively collection via the nearest depot.
• For non-collected vouchers via Royal Mail Depots, vouchers will be returned to Unlisted London after a three-week period.
• Orders of 10 or more vouwill be received within one working day. All goods need to be signed for therefore customers may need to change the address to a work address.

3. Gift Voucher Packaging

• All gift vouchers are presented in a heavy weight A5 blue/brown folder with an onion skin band tied with raffia; the folder includes an Unlisted London brochure. Between the raffia and the folder is a personalized greetings card.
• All gift vouchers are posted using a plain white envelope
• Gift boxes with vouchers are presented in an Unlisted London gold gift box, tied with brown ribbon and then posted within a plain box wrapped in brown paper.
• The gift products are wrapped in tissue and the voucher is presented in an A5 blue/brown folder and includes an Unlisted London brochure.

RETURNS POLICY

1. Our Policy
Unlisted London is here to make your life simpler, therefore for whatever reason, you are not satisfied with the product(s) that you have chosen you may make a return to us within 1 month of receipt:

• We cannot accept returns on open or used merchandise.
• We can offer you an exchange or a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging.
• Only in the case of faulty or damaged goods will you be credited for the shipping and handling expenses.

1.1. We do not reimburse for original shipping charges.
1.2. Refunds will be made back to the original purchaser, via the payment method used.
1.3. Refunds are made within 5-8 working days after receipt of goods.
1.4. If exchanging goods and the new item you require costs less than the one you have returned we will refund you the difference.
1.5. If exchanging goods and the new item you require costs more than the one you returned an additional payment is needed.
1.6. Replacement items will be sent to you free of postage and packing charges.
1.7. If you decide to exchange a gift Item, the original purchaser will not be informed.
1.8. Refunds for items bought by you with gift vouchers will be refunded back to you as gift vouchers in the amount less package and postage.
1.9. Refunds for gift vouchers themselves can only be made back to the original purchaser.

2. How to Return
To return the goods simply complete all the details on the backside of the packaging/invoice slip that is included in your order stating the reason for your return. Please feel free to add comments you deem useful for us.

• You will be required to arrange and pay for the return of the products to us, complete the reverse side of the invoice (which comes with your order) and clearly mark whether you would like a refund or exchange.
• Please re-pack returns and exchanges securely and be sure to include a copy of your invoice with the return/exchange details completed and send the package back to: Unlisted London, Orders Department, Unit 24, 222 Kensal Road, Notting Hill, London W10 5BN.

3. Faulty Or Damaged Goods
For any returns where the item is faulty or has arrived damaged, you will need to be responsible for packing and paying the postage to return the item back to us. But, once received and reviewed, we will refund or provide an exchange for the costs of both postage amounts.

BOOKING AN UNLISTED SERVICE
Unlisted began as a gladly shared secret growing through a chain of personal recommendations. We are known to operate our business like a private club whereby, our clients share a reciprocity of respect and an appreciation of excellence, enjoying the benefits of personal attention, discretion and confidentiality.

1. Registration
All clients prior to their first appointment are asked to complete a registration form. This form enables Unlisted to provide the best possible service. It includes Terms and Conditions of Service, payment instructions, a brief medical history questionnaire and details of the location where you want your spa services to be conducted.

2. Booking a Service

• The Basics
  a) Services are available seven days a week 9am-9pm, and by special arrangement at other times.
  b) Bookings can only be made by telephoning 0845 2255 505 or, for appointments at least two days forward, by emailing your request to bookings@unlistedlondon.com
  c) The booking desk is open 9am-9pm 7 days. Requests at other times will usually be answered within four hours.
  d) All appointments are held with credit card information at time of booking and are confirmed with booking reservation number.
  e) We will hold unconfirmed reservations for a fixed period of time thereafter the reservation will be released. The length of time will vary with services requested – you will be given the cut off date and time and it is the client’s responsibility to confirm the reservation or risk losing the booking.
  
• Prices & Policies
  a) There is a minimum call out fee of £55.
  b) All prices include VAT, are as of January 2009 and are subject to change.
  c) Prices quoted are for execution of service within London's Zone 1 plus Notting Hill, Holland Park, Kensington, Fulham, St John's Wood, Primrose Hill and Hampstead.
  d) Beyond this radius a surcharge will be added based on distance and time. See Out-of-Zone charges.
  e) A late or delay charge will apply for all appointments on which the therapist is kept waiting for more than 20 minutes into the scheduled appointment time.
  f) Professionals will not wait more then 30 minutes for a client who has not yet arrived at the location.
  
• Out-of-hours & Public /Bank Holidays
  a) A 35% surcharge is added-on to services requested outside of our normal 8 to 9 working hours and/or on Bank Holidays. No ‘out-of-hour’ appointments will be taken on Bank Holidays.
  b) Booking appointments for services ‘Out-of-hours’ or on Public /Bank Holidays must be done through the Client Service Desk hours of 9 to 9 7 days a week.
  c) Unlisted London reserves the right to refuse an ‘out-of-hour’ booking request.
  
• Payment
  a) At time of booking, credit card details must be given to guarantee appointments. A reservation number will be given which is your confirmation of the booking.
  b) Services are payable by all major credit cards. Credit cards will be charged only after services are rendered.
  c) Subject to approval, services can be paid by bank cheque by completing a credit application. The process takes approximately 7 to 10 business days.
  d) Monthly statements are sent detailing services and products purchased and payments or amount due.
  e) Leaving gratuities for work well done is always appreciated but never expected. They can simply be added onto your service bill at the end of your treatment.
  
• Cancellations
  a) As a consideration to you, appointments are confirmed 48 hours in advance.
  b) As a consideration to us, there is a strict 24-hour cancellation policy. The full service fee will be charged to the credit card holding the booking if cancellations are made less than 24 hours prior to the appointment.
  c) For appointments booked within 24 hours, you are expected to keep the appointment, if you cancel, the full service fee will be charged to the credit card holding the booking unless there are exceptional circumstances and only at the complete discretion of a Senior Manager.

FREQUENTLY ASKED QUESITONS

What does the professional bring?
Our professionals come equipped with everything they need to deliver the Spa Experience to your home. This may include music, candles, the equipment, towels and sheets, as well as the branded products used in the treatment.

What must I know before they come?

• Depending on the treatment requirements, please ensure that there is space for a therapy couch, a power supply, good lighting, hot water and access to a microwave.
• All professionals will need access to a WC in order to wash their hands prior to the treatment
• In order to set-up, therapists will arrive 10-15 minutes prior to the appointment time.
• All treatment timings are approximate; they may vary according to needs.
• We require parental permission for any client under the age of 18. In the interests of the safety of both client and therapist, we reserve the right to refuse treatment if we deem it inappropriate.

What do I need to tell you when booking my appointment?
Please detail what you are looking to accomplish. It's easier for us to meet your needs if you tell us what you want. Your aesthetician will always recommend the correct products or treatments for you to use to maintain results.

Can I purchase the products used in the treatment?
Products used in treatments are available from us by mail, please call and request a Retail Product Guide.

I am new to having treatments at home what should I know?

• Please advise our professional if you are expecting deliveries, children returning home etc – they will be happy to work with you to insure that your treatment is not interrupted.
• You may want to remove or disconnect the telephone from the space that you are having the treatment.
• Showering before all body treatments and washing hair just prior to a stylist's appointment is appreciated.
• Massage attire is whatever makes you most comfortable. You will be draped with sheets or towels at all times.

To Chill or Chat - your therapist is sensitive to your mood. If you feel like talking, go ahead. If you don't, that's fine too.

Patch tests are made before first eyelash tints. Contact lenses cannot be worn during this treatment.

We advise caution in the use of sauna, steam room, sunbed or swimming pool for at least 12 hours before and after certain treatments.

UPDATED: 9 July 2009