CANCELLATIONS, BOOKING FEES & NO-SHOWS:
Cancellation between 48 and 24 hours of your appointment start time will be charged at 50% of the total appointment cost. Cancellations within 24 hours (or no shows) will be charged at 100% of the total appointment cost.
Certain times of the year: Christmas or Special Events we may ask for a 50% deposit to secure the required appointment and will have the above terms specified.
We reserve the right to ask for payment in full before a booking will be made. If this is done, the amount will be treated as a non-refundable booking fee and will be retained in proportion to the above late cancellation charges (50% for cancellations between 48-24 hours or 100% for cancellations within 24 hours of your appointment start time).
If you do not show for your appointment and haven’t contacted the salon, you may be removed from our booking system. Please contact us to book a new appointment, but we will require payment in full, in advance of any new booking.
For all new hair colour clients and beauty treatments (tinting services & LVL Lashes), we are required by manufacturers to carry out a patch/sensitivity test at least 48 hours prior to your appointment. You will be required to sign a form to confirm that this has been carried out. We reserve the right to refuse the treatment, if no patch test has been carried out.
COMPLAINTS & FEEDBACK:
Our priority is for you to be completely satisfied with the service that you receive from us. We run a professional business so we aim to deliver the highest standards in all our treatments. Complaints are rare but we do take them very seriously, so we have a complaints policy and process which we follow to ensure that your complaint is corrected where needed and we can learn from your feedback.
If you are not happy with the service you receive, please tell a member of staff before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint. We aim to resolve any complaints within 8 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us, looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.
PROPERTY LOSS OR DAMAGE:
It is your responsibility, as the owner, to take care of any property that you bring into the salon. We do not take any responsibility for any personal possessions which are lost or damaged, unless it is damaged by a member of staff due to carelessness. We kindly ask that you keep all personal belongings with you at all times. Any items left in salon will be held for 8 weeks but we will do our best to contact you, so that you can retrieve your property.
OTHER TERMS & CONDITIONS:
Some of our services/treatments will come with their own specifics terms & aftercare. These will be highlighted individually at the time of your service.