Salon Policies

Salon Policies – The Salon, Langley Park

DEPOSITS & CANCELLATIONS

As the economy recovers and our business becomes busier, we are aligning ourselves with the vast majority of the Hair and Beauty industry and so going forward all bookings will only be confirmed on receipt of a deposit.

Your deposit is fully refundable, however in line with industry protocol we reserve the right to deduct a cancellation fee from your deposit prior to the release of the balance. (such balance will only be refunded to the original payment card).

In compliance with consumer law any such cancellation fees will be reflective of the losses incurred by the business where we are unable to re-sell your appointment. We will make every effort to minimise our losses by re-marketing the appointment on our social media and to anyone on a waitlist.

 Our cancellation fees work on a sliding scale as follows. (On the assumption we cannot sell the space and recoup our losses)

• More than 24 Hours prior to appointment – (50%)
• Under 24 hours (100%) of appointment cost
• Failure to attend your appointment with no contact (No Show)

Your cancellation charge will equal your deposit even where our losses are greater.

N.B. A Cancellation only becomes effective when we receive notification. 
By proceeding to make a booking you are confirming that you have read, understood, and accept these terms.

Deposit Required for Colour Services 

To secure your colour or chemical appointment, a deposit is required for all new clients. We may request depoists from regular clients for longer services.You will receive a payment link via text the week before your appointment, or you can visit the salon to pay in person. Deposits must be paid at least 48 hours before your appointment to confirm your booking. Thank you for your understanding!

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 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 get a better understanding of the complaint you are making. We aim to resolve all complaints within eight 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 to 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 can be carried out by a different stylist 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: [email protected]
Website: www.nhf.info/complaints

SKIN TESTING POLICY

All colour services require a skin test at least 48 hours prior to your appointment.

While we appreciate this may be an inconvenience, it is important we follow the correct safety procedures for your safety and peace of mind of both clients & stylists. Reactions to hair colour can be serious and even life threatening. There are strict guidelines from manufacturers, insurers, industry bodies around using hair colour.

Everyone MUST have a skin test – there are NO EXCEPTIONS.

Please call the salon to book your AAT (Allergy alert Testing) also known as skin testing or patch testing.

Please be aware that when booking a hair colour service, you will also need to book either a cut and finish or just a finish. This will be a chargeable service.

If you require a big change, please note that it may require more than one appointment. We will always aim to be 100% honest about the reality of any colour correction appointments.

GET IN TOUCH

Please do not hesitate to get in touch if you have any questions about your visit. A member of our team will happily answer any queries you may have. 

Call us: 0191 373 3366

Email: [email protected]