Terms and Conditions

Cancellations, Non-Refundable Booking Fees and No-Shows

In order to book your appointment, we may require your card details
or a non-refundable booking fee to be taken at the time of booking. Card
details are securely held by our booking system (Ovatu) and are not viewable by
the salon.

For bookings where your card details are captured, your card will
NOT be charged at the time of booking, however it will be charged in the event
of a no-show or late cancellation. Cancellations between 48 and 24 hours of
your appointment start time will be charged at 50% of the total appointment
cost. Cancellations within 24 hours (or no-shows) will be charged at 100% of
the total appointment cost.

Appointment reminders will be sent before your appointment so
please contact us as early as possible to avoid your card being charged.

We reserve the right to ask for payment in full before a booking
will be made. If this is done, this amount will be treated the same as a
non-refundable booking fee and will be retained in proportion to the above late
cancellation charges (50% for cancellations between 48-24 hours and 100% for
cancellations within 24 hours of your appointment start time).

If no booking fee or card capture is taken and you cancel within 48
hours, we reserve the right to ask for a late cancellation charge of 50% (or
100% if you cancel within 24 hours) of the total appointment cost, then payment
in full in advance, to book any future appointments.

If you do not show for your appointment and haven’t contacted the
salon, you may be removed from the online booking system. Please contact us to
book a new appointment, we will require payment in full, in advance of any new
appointment.

Lateness

Please let us know if you are going to be late for your
appointment, we can usually allow for a few minutes, however we may have
clients after your appointment. So if you are more than 15 minutes late, we may
cancel your appointment and apply the above terms as a no-show.

Allergy testing/Allergy alert testing

A skin patch test is required at least 48
hours before your treatment for all tinting, lash and some hair services. (if
required for the treatment booked) and then every 6 months dependent on the treatment.

Allergy alert testing is a questionnaire
to determine weather a skin patch test is needed; this questionnaire will be
part of every treatment where a skin patch test could be required. If you need a new skin patch test you will be
offered an alternative treatment and will only be charged for the treatment you
receive and not charged a late cancellation fee. However If you are informed
that you need a skin patch test BEFORE your appointment and fail to arrive for
this your appointment can be cancelled and you may be charged in accordance
with the cancellation policy above.

 *Please
note that a skin patch test is only for determining initial irritation
reactions to products and does not guarantee similar results when applied to
other areas of the body (including the face) or after continuous use. No
reaction to a skin patch test is still not a guarantee that a reaction will not
occur during or after the treatment, this is an informed risk that you choose
to take when undergoing any treatment.

Gift vouchers

All gift vouchers are valid for 3 months from the date of purchase unless stated otherwise. Gift vouchers can be used against any treatments or products in salon or on our online shop. Gift vouchers have no cash value.

Complaints and Feedback

Our priority is for you to be completely satisfied with the service
you receive from us. We run a professional business, so we aim to deliver the
highest standards in everything we do. Complaints are rare but we take them
very seriously, so we have a complaints policy and process which we follow to
make sure that things are put right where needed and we can learn from your
feedback.

Please see our ‘Customer Complaints Policy’ below, for the full
policy.

CUSTOMER COMPLAINTS
POLICY

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 within 24 hours. 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,
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 will
be done by a different stylist, barber or beauty therapist if you prefer,
although this may not be possible if the individual is self-employed.

Property Loss or Damage

It is your responsibility as the owner, to take care of any
property you bring into the salon. We take no responsibility for any property
which is lost or damaged, unless it is damaged by a member of staff due to
carelessness. Anything left in the salon will be held for 8 weeks, we will do
our best to contact you to retrieve your property.

Other Terms & Conditions

Some of our services/treatments will come with their own specific
terms and aftercare. These will be highlighted individually either upon
booking, consultation or at your appointment.

All of our Terms and Conditions are
subject to change at any time and are at the discretion of management.

We keep these terms and conditions under
regular review, this was last updated May 2023