In order to secure a booking we may ask for a booking fee, especially for larger bookings. This is non-refundable but with enough notice we allow ONE movement of your appointment.
Cancellations between 48-24 hours will require a 50% payment of the total treatment cost before being allowed to rebook. Cancellations with less than 24 hours before your appointment start time will require 100% payment before rebooking. Appointment reminders are sent out via text prior to you appointment so please let us know as early as you can if you cannot make your appointment to avoid being charged.
We reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same 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 and 100% for cancellations within 24 hours of your appointment start time). If no booking fee or card capture is taken and you cancel within 48 hours, we reserve the right to ask for a late cancellation charge of 50% (or 100% if you cancel within 24 hours) of the total appointment cost, then payment in full in advance, to book any future appointments.
If you do not show for your appointment and haven’t contacted the salon, you may be removed from the online booking system. Please contact us to book a new appointment, we will require payment in full, in advance of any new appointment.
Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however we may have clients after your appointment. So if you are more than 10 minutes late, we may have to cancel your appointment and apply the above terms as a no-show.
Property Loss or Damage
It is your responsibility as the owner, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged, unless it is damaged by a member of staff due to carelessness. Anything left in the salon will be held for 8 weeks, we will do our best to contact you to retrieve your property.
Complaints and Feedback
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process, which we follow to make sure that things are put right 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 either 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 4 weeks at most. 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. Each stylist in our team is self employed so you need to speak to the stylist who provided your service in order for them to rectify the issue. We operate on a no refund policy however we will do everything in our power to rectify any issue to the best of our ability.