Salon Policies & GENERAL INFORMATION

There are times unfortunately when appointments need to be changed or cancelled. We ask kindly and respectfully that any cancellations or changes to your appointment be done at least 48hrs before your booked treatment time. You can do this by phoning the salon, 01271 378399 or via our online booking system up to 48hrs if you made the booking online. 

We do not except cancellations via email or any social media platforms. Appointments cancelled on the day of your appointment, will be charged 100% of the treatment amount, this also includes NO-SHOWS. Appointments cancelled 24 hours or less before your booked appointment time, will be charged at 50% of the cost of total treatment amount, unless we are able to fill to that appointment there will no cancellation fee.

When booking online, our CANCELLATION and NO-SHOW Policy also applies. By confirming your booking and paying the deposit you are confirming that you have read the terms & conditions of the online booking and agree to them.

Please read the light blue important information box and the T&C’s before you confirm by clicking pay deposit. This is your responsibility that you fully understand the agreement you are making when you confirm your booking when entering your payment details and pay the booking deposit.

*You can cancel or change your booking online in My Booking History up to 48 hours in advance of your visit with no extra charge. However if you fail to adhere to the cancellation policy as stated under the terms and conditions the business has the right to charge you the balance of your booking amount left to pay at the appointment by the way of your of your online payment method. Prices are guideline only and can vary depending on the staff member and the service performed.

When you click 'Pay £ deposit' you are agreeing to these terms and conditions.

• Gift vouchers are non-refundable and cannot be exchanged for cash in part or full.

• Gift vouchers are not valid during sale or in conjunction with any special promotion.

• Strictly no extension of the expiry date from the date of expiry stated will be allowed,

• The management retains the right to reject any voucher that has been tampered with or found in any way unacceptable or passed onto another person to use,

• We are not responsible if a Gift Voucher is lost, stolen, damaged or destroyed and no replacement will be provided in these circumstance.

• Gift vouchers cannot be redeemed in order to purchase gift cards or retail products.

• Upon confirmation of booking your appointment to use your Gift voucher, our cancellation policy will apply and failure to attend your appointment or last minute cancellation will result in losing the full value of your gift voucher.

We recommend a traditional AAT (allergy alert test) which needs to be done 48 hours before your eyelash, eyebrow or facial treatment. This is where you come into the salon, we go through screening questions and as long as you “pass” these questions, we will apply a dab of tint/ Pro power peel as per our manufacturer’s instructions. (This will be an mixed tint/ Pro power peel applied behind your ear). Before every eyelash/eyebrow tint, eyelash lift service or Pro power peel facial, we will again ask you screening questions. As long as there are no changes we will not have to retest until 6 months following your initial AAT.

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do. Complaints are extremely rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.

PROCESS
Tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within eight weeks. If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different beauty therapist if possible and if you prefer, although this may not be possible if the therapist is not qualified to carry out the treatment. If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.

ALTERNATIVE DISPUTE RESOLUTION
If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action. Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon. Hair & Beauty Mediation can be contacted by:

Phone: 01234 31965  Email: mediation@nhf.info
Website: www.nhf.info/complaints

Please note that prices and treatments are subject to variation or change and we reserve the right to chance this without prior notice.