Dear Valued customer,
Please take this opportunity to familiarise yourself with our cancellation policy.
We pride ourselves on offering the best possible standard of hair and beauty services, coupled with great customer service. Our team of stylists & therapists have worked together here, for over 15 years. This is testament to our shared focus and vision on exceeding your expectations. If the moment comes when we don’t do this, please let me know.
We respectfully request a small deposit of £20 when you make any booking (50% with online reservations). This will be deducted from your bill when you arrive.
Should you need to move or cancel, we ask that you please give 48 hours’ notice. This then, allows us to re-sell the appointment.
Like many of you, our salaries are commission based and when we have gaps that we cannot fill, it directly affects our wages. If in the unlikely event that you need to cancel on the day, we know we will not fill the gap at such short notice, however, if you rebook within 7 days, we are more than happy to transfer your deposit across.
If you cancel on the day without rebooking, or if you do not show for an appointment, unfortunately you will lose your deposit.
If more than 2 appointments are subject to last minute cancellations or ‘no shows’, you will be asked to pay the full price upfront with all future bookings.
If you arrive late for your appointment, we can (usually) allow you 10 minutes grace, however this is not guaranteed. If you are more than 10 minutes late, you will be charged for the full service, despite not being able to have it done.
During the last 3 years we have lost 4 big salons from Tunbridge Wells, due to closure. i really believe that instigating our deposit system is what has helped us stand out from the crowd and allowed us to grow.
My team and I thank you in advance of your understanding and co-operation. We really do value your custom and support. We thank you for respecting us and our time, as professionals. If there is anything you would like more clarity on, please do not hesitate to get in touch with me.
If in the unusual event that you are not 100% happy with your hair, we have a 7 day no quibble policy and we will re do your hair at no extra cost to you. After 7 days, and up to 14 days we will re do your hair at 50% of the original cost. Even after 10 days, your hair will have grown and colour may alter, this is why we must see you asap.
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.
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 understand why you are making a complaint. We aim to resolve all complaints within four 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 can be done by a different stylist, if you prefer. 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