Identity

Deposits, No-shows and Cancellations Policy

and Complaints Procedure

CANCELLATIONS OR NO-SHOWS

We will do our best not to cancel or re-arrange your appointments and to run to time. We really appreciate you doing the same.

OUR CANCELLATION POLICY

We understand that sometimes you may have to cancel an appointment. Please give us at least 24 hours’ notice, otherwise a cancellation fee of 50% of the cost of your service or treatment will be charged.

We will take your payment details at the time of booking an appointment with us.

It is very difficult to fill appointments at short notice, but if we do we will not charge you a cancellation fee.

If you need to cancel, please give us a call or use our online booking system. Please don’t text, email or put a message on social media because we may be not see these messages in sufficient time.

PAYMENT DETAILS

Before we take your payment details to cover a cancellation charge or a deposit or advance payment, we will confirm:

·        The service or treatment you have booked.

·        The salon name, location and contact details.

·        The total price of the service or treatment booked or how the price will be calculated if an exact price cannot be given.

·        The time and date of the appointment.

DEPOSITS

A deposit of 50% of the cost of your service or treatment will be charged if you:

·        missed your last appointment with us; or

·        are a new client; or

·        are booking online; or

·        are booking for an appointment lasting more than two hours, such as hair colour or a perm, or for a series of appointments.

The deposit will be taken when you book your appointment and will be taken off your bill when you pay for the service or treatment you have received. The deposit will be fully refunded if you cancel, as long as you give us at least 24 hours’ notice.

If you give us less than 24 hours’ notice but we are able to fill the appointment, we will either refund the deposit or put it towards the cost of your next appointment.

The deposit will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason.

If you DO NOT attend your appointment or give us less than 24 hrs notice your deposit is non refundable.

KEEPING TO TIME

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.

CUSTOMER COMPLAINTS POLICY

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 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 us you’re not happy with the service you’ve received, either while you’re in the salon or within 10 days 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 three 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 stylist, barber or beauty therapist if you prefer, although this may not be possible if the individual is self-employed. 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@nhbf.co.uk

Website: www. nhbf.co.uk /complaint

Thank you

Identity