Cancellations, Payments, Non-Refundable Booking Fees and No-Shows

Please note: We only accept cash in the salon, you can pay with card online

In order to book your appointment, we may require your card details or for 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.

Any cancellations, rescheduling and no-shows within 24 hours of you appointment will have to be paid for before another appointment can be made as per our policy. Any changes to appointments that are longer than 30 minutes must be made 48 hours in advance otherwise will be charged.

Appointment reminders will be sent 48 hours before your appointment so please contact us as early as possible to avoid your card being charged. Please complete the Client Consultation Forms and any other relevant forms before your appointment.

​We reserve the right to ask for payment in full before a booking will be made, if you are a new client. 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 24-48 hours and 50% 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.

​Payments

Payments must be made at your appointment, not after or later that day. Too often payments have been chased for up to two weeks after the booked appointment. This can be done via bank transfer or cash. We do not accept cheques.

Lateness

Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however most of the time we have back-to-back clients after your appointment. So if you are more than 10 minutes late, Your appointment time will either be shortened or you may be turned away and we will apply the above terms as a no-show. If you have been consistently late for 3 appointments, your client profile will be blocked from future bookings.

​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 very 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.

If you are not happy with the service you receive, please tell a member of staff either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks. If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us, looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.

​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.

Pay Later Option means Pay at Salon, Please note: We only accept cash in the salon, you can pay with card online.