Salon Policies

Salon Policies – The Salon, Langley Park

DEPOSITS

We value our customers – to ensure we can meet demand and avoid missed appointments, please be advised that we require a 50% deposit on ALL bookings. We have introduced a deposit policy to minimise the number of clients not showing up or cancelling at very short notice. 

We respectfully ask that you give us a minimum of 48 hours notice if you wish to cancel or reschedule your appointment. Your deposit will be lost if you fail to show up to your appointment. Your deposit will be retained by the salon should you choose to move your appointment with less than 48 hours’ notice and will be deducted from your future bill. 

When you book your appointment online you are required to pay an amount of 50% of your predicted total bill. When you book via telephone we will advise you of how much deposit is required and take payment over the phone.

Any last minute cancellations will be noted and you may be asked to provide payment upfront for any future appointments.

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: mediation@nhf.info
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.

Read full details about AAT (Allergy alert Testing) also known as skin testing or patch testing here.

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.

CANCELLATIONS

As you can appreciate our time and your time is valuable so please cancel any unwanted appointments at least 48 hours before your scheduled appointment. This then allows for others to be booked in.

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: info@thesalon-langleypark.co.uk