SALON POLICIES

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 831965 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.

GENERAL INFORMATION

Please aim to arrive at least 10 minutes before allocated treatment time. This allows our therapists to do a consultation and start your treatment on time.Treatments times – Timings are subject to change when combining treatments.

If you are running late, we will do our best to fit you in, but we may not be able to provide the full service or treatment.

We hugely welcome all kinds of feed back to ensure that we are always delivering the very best in treatments and customer care.

Some treatments are not suitable for certain medical conditions or during pregnancy. To avoid disappointment, please raise any concerns at the time of booking your appointment. We also ask clients to fill out a medical consultation upon my arrival to ensure that treatments are appropriate, and if necessary allow us to adapt your treatment if required.

Many of my treatments are suitable during pregnancy, but do ask for more information when booking. I recommend delaying any body treatments until after the first trimester of pregnancy.

We are very happy to treat and take booking for teenagers 14 and over, however a parent must be present for those under 18 years whilst the treatment is being carried out.

To Purchase a Gift voucher for a loved one, our preferred way is by calling the salon 01271-378399. If we are busy treating our client’s, please leave a message and we will get back to you by the end of the working day. We currently do not offer e-vouchers but this is something we are working on for the future.

GDPR

This privacy notice explains how The Retreat Beauty Salon looks after personal information you give us or that we learn by having you as a client and the choices you make about marketing communications you agree we may send you. This notice explains how we do this and tells you about your privacy rights and how the law protects you.

TOPICS:

• What information we collect about you

• How information about you will be used

• Marketing

• Employment

• How long your information will be kept for

• Where your information is kept

• Access to your information and correction

• Cookies

• Other websites

• Changes to our privacy notice

• How to contact us

We collect information about you when you book an appointment for a service or treatment, visit the salon for a service or treatment, buy a product or apply for a job, whether contact is online, on paper, by email or over the phone.

The information you give us may include your name, address, email address, phone number, relevant history which may suggest that a service or treatment should not go ahead or certain products should not be used (eg allergies, pregnancy, skin conditions), payment and transaction information, IP address and CVs.

For clients under the age of 16, we will only keep and use their personal information with the consent of a parent, carer or guardian.

In law, we are allowed to use personal information, including sharing it outside the salon, only if we have a proper reason to do so, for example:

• To fulfil a contract with you ie to provide the service or treatment you have requested and to communicate with you about your appointments

• When it is in our legitimate interest ie there is a business or commercial reason to do so, unless this is outweighed by your rights or interests

• When you consent to it: we will always ask for your consent to hold and use health and medical information.

We will therefore share your information with:

• Providers of our salon software system: Phorest

• Suppliers of our website: SunSide studio

We have rigorous data protection and security policies in place with all our suppliers.

We have rigorous data protection and security policies in place with all our suppliers. The people working in our salon are employed. Where software systems and reception facilities are shared, employed colleagues will have access to your information.

We will not share your information with any other third party without your consent except to help prevent fraud, or if required to do so by law.

We would like to send you information about products and services which may be of interest to you. We will ask for your consent to receive marketing information via your consultation form sent via email or in the salon.

If you have consented to receiving marketing, you may opt out at a later date.

You have the right at any time to stop us from contacting you for marketing purposes or giving your information to third party suppliers of products or services. If you no longer wish to be contacted for marketing purposes, please contact The Retreat Beauty Salon.

The information we collect about employees, the purposes it is used for and who it will be shared with is set out in our employment contracts and employee handbook.

Unless you request otherwise, we will keep your information to contact you no more than four times a year for a maximum of 1 year from your last visit to the salon/barbershop.

After a year we will delete all your personal information, except for your name, relevant client history (eg allergy test records which we keep for 4 years) and financial transactions (which we are obliged to keep for 6 years).

Information about unsuccessful job applicants will be deleted after four months.

See our data retention policy for further information, including employee data.

Your information is stored within the European Economic Area on secure servers provided by Phorest. Any payment transactions are encrypted. Sending information via the internet is not completely secure, although we will do our best to protect your information and prevent unauthorised access.

You have the right to request a copy of the personal information that we hold about you. This will normally be free unless we consider the request to be unfounded or excessive, in which case we may charge a fee to cover our administration costs.

If you would like a copy of some or all of your personal information, please contact Kay on hello@retreatbeautysalon.co.uk

We want to make sure that your personal information is accurate and up-to-date. You may ask us to correct or remove information you think is inaccurate.

You have the right to ask us to object to our use of your personal information, or to ask us to delete, remove or stop using your personal information if there is no need for us to keep it.

We email e-newsletters to inform you about products, services and treatments provided by our salon. You have the opportunity to unsubscribe from e-newsletters at any time.

E-newsletters may contain subscriber tracking facilities within the actual email, for example, whether emails were opened or forwarded, which links were clicked on within the email content, the times, dates and frequency of activity. We use this information to refine future email campaigns and provide you with more relevant content based around your activity.

We keep our privacy notice under regular review and we will place any updates on this webpage. This privacy notice was last updated on 16/04/2021.

Please contact us if you have any questions about our privacy notice or information we hold about you:

• By email hello@retreatbeautysalon.co.uk

• write to us at The Retreat Beauty Salon, 13 Cross Street, Barnstaple, Devon, EX31 1BD

• You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern: www.ico.org.uk/concerns/handling