Version 2026-10-20.

Customer terms

Who you are booking with

SunbedHQ is run by So Critical Ltd, registered in England and Wales, company number 17488326. Our registered office is 71-75 Shelton Street, London WC2H 9JQ. Contact us at [email protected].

Your agreement with us covers your SunbedHQ account and use of our software. The salon supplies your sessions and minutes under a separate agreement with you. Its legal identity, contact details, prices and booking policy must be shown before checkout. We do not operate the salon or provide tanning treatments.

Your account and eligibility

You must be 18 or over to use SunbedHQ to book or buy tanning services. Give accurate details, protect your login and tell us if someone may have accessed your account without permission. Do not use the service unlawfully or interfere with other users.

Your identity can be used across participating salons, although you may need to sign in separately. Each salon has its own customer records and minutes balance. Minutes cannot be used at other salons, and salons do not gain access to one another's private customer records.

Salon staff may ask for proof of age and refuse a session for age or safety reasons. Sunbeds carry health risks. SunbedHQ does not provide medical advice or guarantee age verification or suitability. Follow the salon's safety instructions. Any consultation and tanning-risk consent are separate from these terms; accepting these terms does not waive your rights.

Booking and payment

Before booking, check the salon, date, time, duration, total price or minutes required, cancellation deadline and consequences of cancelling or missing the appointment.

A booking becomes binding when it is confirmed. A slot held while online payment is pending is not yet confirmed. For an online card booking, payment must be accepted and a booking confirmation issued; returning from the payment page alone is not confirmation. If payment arrives after the slot is lost and the booking cannot be confirmed, the payment will be refunded.

Minutes used for a booking are reserved from your balance. Arrive in time for any checks the salon needs to complete.

Cancelling or changing a booking

Cancel through your booking or contact the salon. Cancellation by the stated deadline restores reserved minutes or gives a full refund for a prepaid session. You can reschedule before that deadline, subject to availability. For a later change, speak to salon staff.

For late cancellations or no-shows, the normal policy may deduct reserved minutes or retain prepaid payment. This is subject to your statutory rights and must be fair and reasonable, reflecting the salon's loss after saved costs and reasonable efforts to refill the slot. The salon must reduce or waive the deduction, or refund the appropriate amount, where its loss is lower, including where it resells the slot. It cannot recover the same loss twice. An unpaid no-show does not trigger a new automatic card charge.

If the salon cancels, reserved minutes must be restored or prepaid payment refunded; you do not have to accept credit instead of a refund. Refund initiation is separate from receipt: your bank or payment provider may take time to show the money.

Packages and expiry

Your minutes can be used only at the salon where you bought them. Any expiry must be shown at purchase and cannot be shortened after purchase, but the salon may extend it. Sessions must start before that expiry; booking earlier does not extend it. If no expiry is stated, none applies to that purchase.

Unused packages are not automatically non-refundable. Contact the salon about returns, inability to supply services or your statutory cancellation rights. Any package return policy is subject to those rights.

Your online cancellation rights

Where statutory cooling-off rights apply to an online service purchase, you normally have 14 days after entering the contract to cancel. Tell the salon clearly that you wish to cancel, using its contact details. These rights take priority over the booking policy.

Starting services within that period requires your express request. You lose the right on full performance only if you also acknowledged this beforehand. If you cancel after services start, the salon may charge only a lawful proportionate amount for services supplied, where the required information and request were provided. One session does not fully perform an entire package.

Problems and your rights

Contact the salon about sessions, bookings, balances or refunds, and us about account or software problems. We will provide our service with reasonable care and skill. Neither agreement removes your statutory remedies or excludes liability for fraud, death or personal injury caused by negligence, or anything else that cannot lawfully be excluded.

English and Welsh law governs your agreement with us. You retain mandatory protections and access to courts in your home UK jurisdiction.