Salon Policies

---

We understand that plans can change, but to ensure smooth scheduling and maintain the quality of service at our salon, please take note of our cancellation and payment policies. Finally, we appreciate your understanding and cooperation in helping us run efficiently. 

Cancellation & Rescheduling

1. If you need to cancel or reschedule your appointment, please provide at     least 48 hours' notice.
2. Cancellations made with less than 48 hours' notice will not be eligible for a refund or credit.

No-Shows

If you do not attend your appointment without prior notice, no refund or credit  will be issued.

Deposits

1. A deposit is required, varying depending on the service.
2. If you are a new client, missed your last appointment, or book an appointment over two hours (e.g., hair colour), a deposit will be taken.

Advance Payments

1. Full payment is required for appointments over two hours or for clients who missed their last appointment.
2. Refunds will be given for advance payments if cancelled within the required 48  hours’ notice.
3. For late cancellations or no-shows, we will keep the full payment to reflect our loss.

Punctuality

We kindly ask all clients to arrive on time for their appointments. If you are running late, we will do our best to accommodate you; however, we may need to shorten your service or treatment to avoid delaying the next appointment.

To cancel or reschedule, call 020 8573 0222 or email info@thehairdressers.co.uk

1. Refunds & Exchanges: We only accept returns for damaged or faulty products. If you receive a damaged item, please contact us within 7 days of delivery.
2. Restocking Fee: Returns for non-faulty items may be accepted at our discretion and will be subject to a restocking fee, based on the product's value. Postage costs are non-refundable.
3. Return Process: To request a return, please email info@thehairdressers.co.uk with your order details and a photo of the item (if damaged).

1. Booking: Gift card holders must contact the salon in advance to book their desired service. Appointments are subject to availability.
2. Redemption: Gift cards can be used towards any hairdressing service offered by the salon.
3. Non-Refundable: Gift cards are non-refundable and cannot be exchanged for cash.
4. Validity: Gift cards are valid for 12 months from the date of purchase.
5. Transferability: Gift cards may be used by the recipient or transferred to another person. If the service cost exceeds the gift card value, the difference must be paid. However, if the service cost is lower, no cash refund or credit will be given.

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 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. 

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@nhbf.co.uk Website: www. nhbf.co.uk /complaints 

For any enquiries, please contact us at info@thehairdressers.co.uk