CANCELLATIONS OR NO-SHOWS

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.

OUR CANCELLATION POLICY

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% of the cost of your service or treatment will be charged.

We understand that life doesn’t always give you much notice, so we have decided to offer discounts on short notice appointments, that way if we are able to fill your appointment slot then we will transfer your booking fee to another appointment.

If you need to cancel, please give us a call, email, or use our online booking system.

PAYMENT DETAILS

Before we take your payment details to cover a booking fee or advance payment, we will confirm:

·The service or treatment you have booked.

·The total price 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.

BOOKING FEE

A booking fee of 50% of the cost of your service or treatment will be charged in advance of any service. This will be taken when you book your appointment and will be taken off your bill when you pay for the service or treatment. If you need to cancel the booking fee will be refunded MINUS processing fees charged by our online booking service, as long as you give us at least 48 hours’ notice. Or we can transfer this fee to your next appointment free of charge.

If you give us less than 48 hours’ notice but we are able to fill the appointment, we will transfer the booking fee to your next appointment.

MISSED APPOINTMENT

We will take payment in full at the time of booking:

·if you missed your last appointment with us

In case of a late cancellation or no-show, we will keep an amount of the advance payment that genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.

If we are able to fill your slot, we will only keep an amount of the advance payment which covers our costs of finding another client

We totally understand that you can’t always let us know before your appointment time if there is an emergency, so please notify us as soon as you can. If you miss more than one appointment without notifying us prior to your appointment then we will no longer be able to offer you our services.

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. Please let us know if you are running late so we can plan accordingly

Thank you

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, ideally within 24 hours. 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, don’t go to another salon as in order for us to rectify anything we will need to see what the service or treatment you received looks like. We will arrange a mutually suitable time for you to come back into our salon and discuss your complaint in private. In the first instance, we will redo a part or all of the service or treatment again as soon as possible, free of charge. Where possible the work can be done by a different stylist, 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 a case by case basis.

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@nhbf.co.uk

Website: www. nhbf.co.uk /complaints