Salon Policies

Thanks so much for taking the time to read our policies, and for your understanding on them, and continued custom. BOOKING IN WITH US ASSUMES ACCEPTANCE OF THESE POLICIES.

Cancellation Policy

NEW CLIENTS – Pay 50% of the appointment cost either online, in-salon, or over the phone. Non refundable if No Show or cancel within 48 hours.

LOYAL CLIENTS – Cancellations within 24 hours charged at 50% of appointment cost. Re-schedules within 24 hours at 25% of appointment cost.

REGULAR CANCELLATION/NO SHOW OFFENDERS – Will be expected to pay 100% of cost at booking, non- refundable if now show or cancel within 48 hours and no more appointments offered.

APPOINTMENT SYSTEMS – When booking you receive a confirmation text with the date and time of your booking. 48 hours before you will receive a reminder text, please respond with Y if you wish to keep the booking, and N if you wish to cancel. Doing this straight away means you do not get a fee for cancelling.

If a client pays a cancellation fee, but we are able to re-book their space with another client on a wait list, the fee will be deducted from their next appointment cost.

SKIN TESTING/CONSULTATION

All new clients, and regular clients skin tested more than 6 months ago, will be required to have one at least 48 hours before their next colour. New clients will be booked for a full consultation for £15 which is payable at booking, and is deducted from the cost of the colour service if booked and attended within 3 months.

WORKING HOURS/TIMES

We work the hours we set, and do not offer appointments outside of these times.

COLOUR CORRECTION WORK

Colour correction and transformation work will only be carried out after a skin test and strand testing. If strand testing shows achievable results, and hair condition allows, we will go ahead with the colour service. Although we do our best to price up accordingly, if unexpected additions are needed on the day of the colour, we may charge more than originally quoted. We will not be held responsible for any unexpected results due to miscommunication, previous hair treatments, or clients not following after-care or pre-care advice.

PRICING/DISCOUNTS

Our prices are set based on the skill needed for the service, product used, hair type, and time taken. They are found on our website, advertised on Social media and in the salon. They are not discounted unless we have a specific offer running as planned by the team.

PERSONAL CONTACTING

Appointment bookings can ONLY be made via our online booking link https://tinyurl.com/5b5c75m3 or by calling 01243 278346 during opening hours. We aim to respond to client contact within 48 working hours.

Cancelling appointments, making little changes, or queries can be done using the text messaging service used to confirm appointments. Any messaging about these things via personal phone numbers, social media, e mail, or other messaging platforms will not be responded to.

CLIENT LATENESS

Clients have a 10 minute grace period for late arrival. We will aim to fit the complete service in, but won’t affect quality by rushing. The full cost of the full appointment is charged for, despite what we are able to fit in.

STYLIST LATENESS

If we run late we aim to fit in your full service, if we cant then you will not be charged for what you don’t receive, and will be compensated with a complimentary treatment.

CHILDREN

Well behaved children are very welcome for haircuts, however we don’t allow them to escort parents for their hair appointment as it can be distracting and take up space in the salon.

We are unable to offer any chemical services for under 16’s due to government, trade association decisions, and current skin testing laws.

CHANGE OF MIND

Longer booked appointments will be fully charged for if a client changes their mind and opts for a shorter service.

INCLUSIVITY

We have a non gender specific service and pricing structure. It is based on time, skill, and amount of product used. No client is discriminated against, all are welcome and treated fairly.

DONATIONS

We do not give donations to charities contacting us by e mail, social media, messaging platforms, or entering the salon. The business gives donations based on previous knowledge of the charity and at the team’s discretion.

COMPLAINTS

Any client that is not totally happy with the result of their hair colour/cut/style, we request they let us know before leaving the salon.

We are customer service focused, and therefore will always aim to correct anything for you as soon as possible.

Once you have left the salon we accept complaints by telephone, or in person up to one week after the service, and we will of course aim to correct anything complimentary, and possibly with complimentary treatments at our discretion. We will not respond to complaints by text, e mail, social media or any other messaging platform.

RIGHT TO REFUSE

We may refuse to book a client in, or do their hair, if they behave in any way unsociable or negative towards a team member. This is also extended to regular no-show offenders, or those not willing to accept a no-show or cancellation fee.

AFTERCARE

In order to best care for your hair, and for you to keep it as close as possible to your salon hair do, we will recommend products and services. It is not mandatory, but we take no responsibility for longevity of colour, or the staying power of your style if purchasing other brands of hair care.

BREAKAGES/DAMAGE

Accidents happen on both sides. If a client damages anything within the salon it is expected to be paid for to replace. This is also the case if a team member damages anything belonging to a client.

PRIVACY STATEMENT

The personal information given to us, including card details, will only be used by our staff and bookings provider, Slick. It will be used solely to contact you with regards to appointments, reminders, general salon enquiries and emergencies, and a small amount of marketing.

It will be kept in a locked drawer within the salon, or on a mobile device with pin number protection.

Certain types of details must be kept for six years due to tax and legal purposes, but will be correctly destroyed after this time.

If you are a client who has a chemical service, we will also keep a record of any details related to your hair. This is for safety, insurance purposes, and to be sure we always use the correct products.

This information will be kept as long as you are a client with us. If you do not visit the salon for one year we will destroy the records correctly. The records we keep are yours, and you have a right to request them at any time.

Your payment information, including card receipts will be kept in a locked drawer, either within the salon or in the salon directors home office, or on a password protected site with Treatwell.

Your card details on our system will only be used for taking payment of the following:

100% of the service cost if you fail to attend an appointment
50% of the service cost if you cancel an appointment within 24 hours before your allotted time
25% of the service cost if you re-schedule an appointment within 24 hours before your allotted time

Many thanks,

Kelly Cardwell (Salon Director)

Still Got A Question

We are always happy to answer any of your pre-booking questions. Please do not hesitate to get in touch.

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