By making an appointment with us you are agreeing to these terms & conditions.
I do not have a manned reception, so phone calls, voicemails, emails, texts and social media messages won't be responded to straight away. I do endeavour to respond to messages ASAP, normally within 24 hours (unless at a weekend). Advanced booking is always recommended as it can get very busy, especially at evenings, weekends, summertime & Christmas, and can't always accommodate last minute appointments, so please plan ahead. New clients may (but not always) be contacted soon after making the booking to secure the appointment with a 50% non-refundable booking fee which will be redeemable against the treatment cost at checkout. I will send you a confirmation email, and any consultation forms or information relevant to your treatment. Please fill these in before the appointment. You will receive a booking reminder via text message 48 hours before your appointment, giving you a 24 hour window to cancel/rearrange before the cancellation policy comes into play (see below).
Booking Fees are payable for some treatments and are NON-REFUNDABLE.
A 24 hour notice period is required to cancel any bookings. 48 hours notice is preferred where possible. Failure to cancel before 24 hours of your appointment will result in a 50% charge. However, if I manage to fill the appointment slot with another booking you will not be charged. No show appointments will be charged 100% for the missed appointment, and also a 50% non-refundable fee for any future bookings. "Repeat offenders" may be asked to pay a non-refundable booking fee or in full to secure all appointments. If I have a card on file for you, this will be automatically charged. As cancellations and no shows have a huge negative impact on small businesses I have a strict policy in place.
If you are late for your appointment I will try our best to still perform the full treatment in the time remaining. However, sometimes this is not always possible. It has a negative knock on effect on other clients for the rest of the day. Therefore your treatment will be shortened accordingly, but will still be charged at the full price. I have the right to refuse service if I don't think it is possible to perform adequate treatment in the time remaining, but full payment will still be due. I try to stick to our schedule and stay on time as much as possible. However, sometimes things happen out of our control. If I am running late for your appointment I will try and let you know where possible. Please bear in mind it is not always possible to let you know if I am running late with a client and working hard to catch up. Rest assured, if I am running late your full treatment will still be carried out.
I accept cash, bank transfer and card payments. Retail products can be bought via cash, bank transfer, card, or gift voucher. I expect prompt payment before leaving the premises.
I have the right to refuse service to any client. You may be declined service if you are - Too late for your appointment. Rude to staff. Excessively late. Repeat no show/last minute canceller. Intoxicated in anyway. Contra-indicated to treatment. Behave inappropriately. Don't follow our terms and conditions. (Including but not limited to the above reasons).
Anyone under the age of 18 MUST have signed parental consent, and a parent/guardian must be present at the initial appointment. Some treatments are not allowed to be carried out on minors, even with parental consent due to manufacturers, training and insurance purposes. If children are brought into the salon with you, they must be with you at all times and behave in an appropriate way for a salon environment. Not only are their other people trying to enjoy their relaxation time, there are many hazardous chemicals, and hot appliances in the salon environment. I will not be held responsible for any injury or damage caused.
The clients personal belongings are their responsibility at all times. I will not be held responsible for any loss or damage while in our care.
Patch tests are required for tints, lash lifts, brow lamination (HD BrowSculpt), permanent makeup, laser tattoo removal and sometimes Enzyme and Chemical Peels. Patch tests must be carried out at least 48 hours prior to the treatment commencing. Or 7 days prior for laser tattoo removal. There are no exceptions to this rule. Patch tests must be carried out by this salon for your safety. It is an insurance requirement. Failure to come for a patch test will result in appointment cancellation. For Permanent Makeup, a patch test is required 48 hours before treatment, OR a scratch test at least 2 hours before treatment. Scratch tests are advised for clients with known allergies to pigments and dyes, rather than a patch test. If there has been an appointment lapse of 6 months or more, or your medical history (medication and health) has altered in any way, patch tests will need to be carried out again. If you know you are particularly sensitive then please get in touch, I am happy to patch test for any product.
Vouchers have a 1 year expiry date and they cannot be used after this time. They are non-refundable. Please make sure you bring your voucher with you to your appointment. I do not accept the responsibility for any lost vouchers.
Please do not come into the salon if you are unwell.
Prices are subject to change. I can alter our pricing without forewarning. However, I will always aim to give at least one months notice of any changes occurring.
Our priority is for you to be completely satisfied with the service you receive from us. I run a professional business, so I aim for the highest standards in everything I do. Complaints are rare, but I take them seriously, therefore I do have a complaints policy and process that I follow to make sure things are put right where needed and learn from your feedback.
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. I will listen to your feedback and ask questions as necessary to understand why you are making a complaint. I aim to resolve all complaints within eight weeks. If you have already left the salon/barbershop, don’t go to another salon as I have the right to see exactly what the service or treatment you received from us looks like. I will arrange a suitable time for you to come back into our salon and discuss your complaint in private. If I think your complaint is reasonable, I will redo a part or all of the service or treatment again as soon as possible, free of charge, apart from in extreme circumstances when an alternative therapist may be offered. If I can’t fix the problem, I may offer a partial or full refund depending on the circumstances.
If, after following our complaints policy, I 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, I will refer you to a certified alternative dispute resolution provider, Hair and 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.
Hair and Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhf.info
Website: www.nhf.info/complaints
I have the right to update these terms & conditions at any time without warning - last updated July 2026
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