OUR CANCELLATIONS OR NO-SHOWS POLICY
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.
We understand that sometimes you may have to cancel an appointment. Please give us at least 48 hours’ notice, otherwise a cancellation fee of 50% - 100% 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 (leave a voicemail if closed) or use our online booking system. Please don’t text, email or put a message on social media.
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/barbershop or business name, location and contact details.
The total price (including any taxes) 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
When you book your next appointment online, over the phone or in-person you'll be asked to pay a deposit in advance and your remaining balance will then be paid at the end of your appointment! We take a deposit to secure your appointment so we are confident you will attend your appointment. It also helps us to plan ahead for your service making sure we have everything in place for your next appointment. Since taking deposits we have drastically reduced our no-show appointments meaning no time is ever wasted for us and you. Its also a great way to budget for you as a percentage of your appointment is already paid for.
We only take deposits via our software system Phorest who use Stripe for extra security. We cannot see your stored card details. We do not take cash deposits or via card through our card machine.
A deposit of 25 - 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 (please see seperate terms and conditions when booking online at time of booking); or
are booking for an appointment lasting more than two hours, such as hair colour or other chemical treatments, or for a series of appointments or December appointments.
In some circumstances we may take advance payment in full at the time of booking:
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 48 hours’ notice.
If you give us less than 48 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.
In case of a late cancellation or no-show, we will keep a percentage of the deposit that genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.
The deposit will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason. This does not apply if we have asked you to come in for a skin test or colour consultation prior to your service.
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 someone you’re not happy with the service you’ve received, either while you’re in the salon/barbershop 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/barbershop, 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: Email: Website:
01234 831965 mediation@nhf.info www.nhf.info/complaints
Thank you
The TCR Team
