SALON POLICIES

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. If less than 24 hours’ notice 100% of the service cost will be charged. 

It is very difficult to fill appointments at short notice, but if we do we will not charge you a cancellation fee.

If you need to cancel, please give us a call on 01243 778327. Please don’t text, email or put a message on social media.

PAYMENT DETAILS

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

• The service or treatment you have booked.

• The salon/barbershop or business name, location and contact details.

• The total price (including any taxes) 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 will be charged ahead of your appointment which is applicable across all hair services and treatments. 

• £10 booking fee for all services.

The booking fee will be taken at the time of booking your appointment whether online, in person or over the phone and will be deducted from your final bill. 

For cancellations, amendments or rescheduling, your booking fee will be transferred to a new booking as long as you give us at least 48 hours notice. If you give us less than 48 hours notice your booking fee will not be transferred to a new booking or refunded to you, and the remaining balance of the service will be payable in line with our cancellation policy. 

The booking fee will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason. 

Consultation fees:

• £25 for all consultation appointments. This will be deducted from your final bill if you decide to proceed with a hair service within 4 weeks of your consultation. If we are unable to accommodate an appointment within 4 weeks, the payment will be transferred to the next available date that is suitable.

• If we are unable to offer you a hair service your £25 consultation fee will be refunded to you.

• If you decide not to proceed with a service your consultation fee will not be refunded to you.

You can also book online: https://phorest.com/book/salons/gracehairbeauty?utm_source=insta_book_now

You will be charged a lower fee at the time of booking, however, your card details will be stored and your card will be charged in line with our cancellation policy. You can read full t’s&c’s https://gracehairbeauty.phorest.me/book/terms

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.

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/barbershop 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 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 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. 

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. 

Grace Hair + Beauty does not discriminate based on any protected characteristics, and is supportive of client needs, within the restrictions of their services and spaces. We have zero tolerance for any form of harassment and/or discrimination, and will take action against these behaviours as we see fit, in line with our salon policy. 

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 that 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