Terms and conditions of service
Helsinki | Espoo | Kauniainen

By booking an appointment, the customer confirms that one has read and accepts the Fenix Terms of Service.

All changes, cancellations, and removal of services related to your booking must be made no later than 24 hours before your scheduled appointment.
Appointments cannot be changed or cancelled by text message. Please make any changes online using the links in your booking confirmation or contact us by email.
Please note that all appointments made within 24 hours are always binding.
For unused or uncancelled times, we will charge the full price of the booked service, plus an invoicing fee of 10 euros.
Failure to pay the invoice will automatically transfer the invoice to collection agency.
If you are late for your booked time, you will still be charged the full price of the service.

If, upon arrival at the salon, the client decides not to use part of the services included in the booking, these omitted services will also be considered non-cancelled reservations. The treatment room, the professional’s working time, and the appointment slot have been reserved for the client for the full duration of the booking, and unused time can no longer be resold at such short notice.
For this reason, any services removed less than 24 hours before the appointment will be charged in full according to the original booking, regardless of whether the services are carried out or not.

We understand that sudden illness may occasionally prevent you from attending your appointment. For this reason, we offer the possibility to reschedule an appointment once free of charge due to sudden illness, subject to the following terms:

Complimentary rescheduling due to illness is intended for occasional and unforeseen cases of sudden illness.
You must notify us without delay as soon as you become aware that you are unable to attend your appointment.
During our Customer Service opening hours (Mon-Thu 8am-5pm, Fri 8am-3pm), cancellations and changes must be made by phone or email. Outside our Customer Service opening hours, notification of illness must be sent by email.
We do not process appointment cancellations or changes by text message (SMS).
If you notify us of your illness less than 24 hours before the scheduled start of your appointment, complimentary rescheduling requires a medical certificate confirming the illness and the relevant date.
A new appointment must be arranged within five days of the original appointment, and the rescheduled appointment must take place no later than 10 days after the original appointment.
The appointment must be rescheduled with the same professional and for the same services originally booked. Complimentary rescheduling cannot be used to change the services or reduce the original booking.
An appointment that has already been rescheduled free of charge due to illness cannot be cancelled or rescheduled again free of charge. If the client does not attend the rescheduled appointment, or cancels or reschedules it, the original appointment will be treated as an unused appointment and the full price of the originally booked services will be charged.
If a new appointment is not arranged within five days, or the rescheduled appointment does not take place within 10 days of the original appointment, the original appointment cannot be considered rescheduled in accordance with these terms and the full price of the originally booked services will be charged.
If you notify us of your illness only after the scheduled appointment has already started, the appointment can no longer be rescheduled free of charge and the full price of the booked services will be charged.
Complimentary rescheduling due to sudden illness is not intended for repeated last-minute changes to appointments. If a client repeatedly cancels or reschedules appointments less than 24 hours before their scheduled start time, Fenix Kauneus reserves the right to withdraw the client’s eligibility for complimentary rescheduling due to sudden illness. In such cases, appointments cancelled or rescheduled less than 24 hours before their scheduled start time will be charged in full, including in cases of illness. The client will be informed separately if this restriction is applied to their future bookings.

Please be sure to read the instructions carefully, well prior to your appointment. Some treatments require advance preparation to ensure the best possible outcome.
Please also take note of the home care guidelines. We strongly recommend that you follow the home care instructions to ensure that the effects of the achieved treatment outcome continue as long as possible after the visit to the salon.

All complaints will be dealt with in writing only.
Please send your feedback to palaute@fenixkauneus.fi.
The Consumer Protection Act obliges the customer to complain the defect to the seller without delay (within a maximum of one week) and to prove (for example by taking pictures or visiting the salon) that the defect has occurred.
The seller is obliged to correct the defect within a reasonable time and is also entitled to correct the defect without delay. You may reserve a repair time within the time limit of seven working days and the defect will be corrected within the following five working days. Bookings received after this time will not be taken into account as the correction of the error.
Correction of a defect means only the immediate correction of an existing, newly made defective work/service. A gift card, or getting the next visit free of charge, or extending a discount to another service, is no longer a correction of an existing, current defect.
If the time elapsed for the service is equal to the normal interval, i.e. when the service should have been renewed in any case within the time elapsed, the mistake made on the previous occasion is not a reason for not charging for a new visit. Defect correction of the error does not mean “two service visits for the price of one”.
According to the Consumer Protection Act, the repair of the defect within a reasonable time by the seller is always the preferred option in cases of liability for defects. If you refuse to rnot fix the defect, you waive your right to make a complaint.
If the defect has been corrected elsewhere before we have been able to detect it, we will not be liable for the costs unless agreed with us in advance.

Our pricing is based not only on the service provided, but also on the time reserved for it, the room reserved for it and the professional reserved for it.
An appointment of e.g. 60 min means the entire time allocated for the visit. This is the maximum amount of time the worker has to complete the entire task.
For example, a 60 min appointment for a client includes arrival at the salon, undressing, dressing, checkout and possible re-booking. Please note that the booked time always includes all these activities. In a “60 min massage” treatment, the time spent on the massage itself is therefore never the full 60 minutes.
For more information on the duration of our services, see our price list page.

Our gift cards are valid for six (6) months from the date of purchase.
The gift voucher must be used by the expiry date indicated on the voucher.
The gift card does not have to be used all at once, but can be used in instalments.
The validity of the gift card is not extended even if you use the gift card in instalments.
Gift vouchers are non-refundable and cannot be exchanged for cash.
You cannot use a gift card to buy a new gift card.
Gift cards cannot be used to pay for filler treatments.
Gift vouchers can only be found in our system with the serial number on the voucher. The gift card cannot be used for payment if it is lost. Gift vouchers cannot be found in our cashier system under the name of the recipient.
The gift card recipient is free to use their gift card for any service or product purchase, regardless of the service for which the gift card was primarily purchased (e.g. a pedicure gift card can be used for a facial).

All hair and beauty treatments at Fenix are ordered by the client, with the client’s permission and at the client’s own risk.

As trained hair and beauty professionals, we carry out all work with the safest possible professional products, relying on information provided by the client regarding allergies, sensitivities or other previous reactions to other products, substances or treatments used.

All the products we use are cosmetics, i.e. chemicals, and any chemicals that come into contact with the skin can cause a sensitivity or allergic reaction in humans. All chemicals are foreign substances to the human body and each body reacts differently to them. In the event of an allergic reaction, depending on the symptoms, you should seek medical attention or, in less severe cases, at least consult pharmacy staff for allergy medication.

You can be allergic to everything. Chemicals that can cause allergies or sensitisation include skin cosmetics (detergents, creams, serums), laundry detergents, hair cosmetics (washing, conditioning and styling products), oral hygiene products, make-up, perfumes, etc. If you are sensitive to one substance – you are sensitive to a thousand others. The allergen is always an ingredient in the product, not the product itself. Thus, an allergic reaction is caused by any product containing the allergenic raw material.

Allergies and sensitivities are not visible and allergic reactions cannot be predicted. If an allergic reaction occurs, it is not the fault of the professional or the work done. The cause of the allergy is some raw material in a product used in the work that is not exactly suited to the client’s skin. This cannot be known or predicted in advance and therefore cannot be prevented from happening. Allergy is an impolitic immunological or rejection reaction of the body against substances in the environment. A hair and beauty professional cannot be held responsible for this.

All chemicals carry a risk of allergic reaction and by seeking the service, the customer is consciously taking this risk. For the reasons set out above, an allergic reaction is not grounds for complaint or cancellation.

Self-employed hair and beauty professionals providing services at Fenix are contractors and are not employed by Fenix. Therefore, the contractors act as separate contracting parties vis-à-vis the client.
The customer understands and accepts this and acknowledges that, for example, in the event of a complaint, the independent contract entrepreneur not Fenix, is ultimately responsible for the complaint.

Up-to-date information and content descriptions of the services offered by Fenix are always available on the Fenix website. The customer declares that one has read and understood them.
All our services are always carried out on a client-by-client basis. Fenix is committed to providing its services in the best interests of the customer, with professionalism, care and hygiene.
Fenix is not responsible for the fact that the possible results of the services may vary depending on the individual characteristics of the client, such as skin condition, metabolism, medications or other factors. Results cannot always be anticipated, promised or predicted. The client acknowledges and accepts this.
It is the client’s responsibility to follow the service preparation and home care instructions to achieve the best possible outcome and avoid complications.
The client undertakes to provide all necessary and truthful information about ones state of health which may affect the service to be provided, its possible outcome or safety.
Ensuring the suitability of a service (e.g. an allergy, a particular substance or treatment) may require consulting a doctor before the service. We always recommend that pregnant and breastfeeding clients also consult a doctor.
Fenix shall not be liable for any damages resulting from incomplete, untrue, inaccurate or outdated information.
The customer understands and accepts that there are always risks involved in the procedures and services provided. Risks are always individual and while Fenix will always strive to ensure the best possible outcome, they are not necessarily beyond Fenix’s control.

You should also read the preparation guidelines we’ve put together for you carefully, well in advance of your appointment. Some treatments require advance preparation to ensure the best possible outcome.

Please also take note of the home care guidelines we have put together just for you.

Preparation and home care