Terms of Service

Welcome to www.theheartsmystery.com (the “Website”). These Terms of Service (“Terms”) govern your use of the Website and the purchase of goods and services offered through it. By accessing or using the Website, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use the Website.

 

1. Definitions

“I”, “me”, or “my” refers to Hayley Millbank, a sole trader trading as The Heart's Mystery, located at Hedge End, Southampton, Hampshire, United Kingdom.

“You” refers to the user of the Website and any customers purchasing goods or services.

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2. Eligibility and Acceptance

By using this Website or purchasing goods or services, you confirm that you are at least 18 years old or have obtained consent from a parent or legal guardian. By completing a purchase or booking, you agree to be bound by these Terms and our Privacy Policy.

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3. Booking and Purchase Process

a. To book a treatment or purchase a product, you can complete the checkout process on the Website or contact me directly via email at hayley@theheartsmystery.com.

b. All bookings must include your full legal first and last name, accurate contact details, and any required information as specified for the service. Bookings missing this information may be refused or cancelled.

c. In-person bookings and payments can be made through the Website or by direct contact. I will do my best to arrange an alternative day or time if needed, subject to availability.

d. Your order or booking will be confirmed by email upon successful completion, subject to verification of provided information.

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4. Pricing and Payment

a. All prices are in GBP (£) and inclusive of applicable VAT and taxes, unless otherwise stated.

b. Accepted payment methods will be clearly indicated at checkout.

c. Payments are processed securely in compliance with PCI DSS standards.

d. For in-person bookings, payments can be made via the Website checkout or directly by cash or BACS, as agreed.

e. You are responsible for providing accurate payment details and any unauthorized use of payment information is prohibited.

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5. Cancellation and Refund Policy

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5.1 Right to Cancel and Return Restrictions

Under UK Consumer Contracts Regulations, you have the right to cancel online purchases within 14 days from receipt, except for the following items, which cannot be returned for hygiene reasons unless damaged or faulty:

• Earrings

• Necklaces

• Fajas / Womb Belts

Please note: All products currently offered are non-returnable unless damaged or faulty.

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5.2 Returns and Refunds for Products

a. If your item is faulty or damaged during transit, please notify me within 7 days of receipt with photographic evidence.

b. Refunds or replacements for damaged or faulty items will be processed promptly after verification.

c. All other items are non-returnable due to hygiene and safety reasons.

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5.3 Cancellations and Modifications for Treatment Bookings

a. Cancellations or modifications made less than 48 hours before the appointment will incur a cancellation or change fee of 50% of the booked service cost.

b. For cancellations or modifications made with more than 48 hours’ notice, no fee will be charged.

c. If I need to cancel or withdraw a booking or treatment session for any reason, including safeguarding or safety concerns, I will inform you promptly and offer a full refund or an alternative booking where possible. I reserve the right to refuse or withdraw bookings at my discretion.

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5.4 Right to Refuse Service, Safeguarding and Duplicate Bookings

a. I reserve the right to refuse, cancel or withdraw bookings or services at my sole discretion. This includes but is not limited to situations where I believe the safety, well-being, or comfort of myself, my family, or other clients may be at risk.

b. I prioritise safeguarding and maintaining a safe, respectful environment. If any concerns arise relating to safeguarding or safety, I may refuse or cancel bookings accordingly.

c. Bookings made using incomplete, false, or misleading personal information may be subject to cancellation at my discretion.

d. I reserve the right to verify client identity and eligibility before confirming bookings and may request additional information as needed.

e. In any case where a booking is cancelled or withdrawn by me under this section, a full refund will be issued promptly.

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6. Insurance and Professional Standards

I am fully insured with Westminster Insurance for all services and treatments provided. However, insurance does not cover medical conditions or substitute professional medical advice.

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7. Modifications to Bookings

Requests for changes to bookings are subject to availability and may incur additional charges. While I strive to accommodate requests, I cannot guarantee availability.

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8. Intellectual Property

a. All content, materials, logos, images, and trademarks on the Website are owned by The Heart's Mystery or its licensors and protected by UK intellectual property laws.

b. You may not reproduce, modify, distribute, or use any content for commercial purposes without prior written consent.

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9. Limitation of Liability

To the fullest extent permitted by UK law, I am not liable for any direct, indirect, incidental, or consequential damages arising from your use or inability to use the Website or any products or services purchased.

These Terms do not affect your statutory consumer rights.

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10. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England.

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11. Severability

If any provision of these Terms is found invalid or unenforceable, the remainder will continue in full force.

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12. Amendments

I reserve the right to modify or update these Terms at any time without prior notice. Updated Terms will be posted on the Website, and your continued use constitutes acceptance.

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13. Return Policy Summary

• Non-returnable: Earrings, Necklaces, Fajas / Womb Belts (unless damaged or faulty).

• Faulty or damaged goods: Notify within 7 days with photos for refund or replacement.

• Refunds: Processed within 14 days after verification.

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Please contact hayley@theheartsmystery.com for returns or queries.

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14. Contact

For any questions about these Terms or your purchases, please email hayley@theheartsmystery.com.

 

Last amended: 27 June 2025