I had an appointment for 13:30, I waited for an hour, the shop was clearly understaffed, the people working there were trying to manage 9 customers at the same time, which was impossible. As a result nobody got the treatment they payed for. After 1h30min, with my previous gel polish removed and nails shaped very poorly, without a new gel manicure done, the answer to the question of a partial refund was “The removal costs 13£, so you will get 12£ from the 25£ you payed online”.