SALON POLICIES 

BOOKING TERMS & CONDITIONS 

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In order to book your appointment, we will require your card details. (Please note, this does not apply for free appointments such as consultations). These are securely held by our booking system (Ovatu) and are not viewable by the salon.

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 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 72 hours 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 full upon late cancellation (within 48 hours of appointment) or no-show.

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.

CUSTOMER COMPLAINTS POLICY

Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.

The policy aims to ensure that:

• All members of the public know how to feedback to The Beauty Barn and the process of making a complaint is simple;

• All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;

• Improved customer relations are built by resolving feedback during the initial stages wherever possible.

• All feedback is recorded and monitored so that we learn from feedback and take action to improve services.

The Definition of a Complaint

A complaint is…

“An expression of dissatisfaction regarding The Beauty Barn standard of service, action, lack of action or retail products”.

Please note that a complaint is not “An initial request for a service to be delivered or service refunded”.

Who Can Make a Complaint?

Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about The Beauty Barn.

How a Complaint Can be Made

• Verbally – to the Salon owner Paige Roberts

• Email – thebeautybarnbypaige@outlook.com

• Letter– to the Salon at

The Beauty Barn,

Bradley’s hairdressers,

Dixie’s barns,

High street, 

Ashwell 

SG7 5NT 

The Complaints Process

1. All complaints are addressed to the salon owner. A response should be made within 5 working days. This is regardless of how the complaint or expression of dissatisfaction is made.

2. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 1 otherwise the case will be closed. The owner will then conduct an Internal Review.  At this stage, all communication will be with the owner. A full response will normally be received within 15 days.

3. Confidentiality-All complaints are treated with confidentiality in mind. Only the salon owner will be aware that a complaint has been received and is being dealt with.  Anonymous requests will be acted upon, however, it is better to provide contact details so that the complainant can be informed of the outcome.

Outcomes

Faulty products will be refunded fully within their warranty period or replaced like for like. The Beauty Barn will deal with the manufacturer to pursue a refund for the faulty product.

In the case of services, if your complaint is upheld you will be offered for your service to be reworked free of charge within 10 working days of the date of your complaint provided your complaint has been raised within 5 days of your service.  In some cases, you may be provided with a voucher to use on future services at the salon.  It is the policy of The Beauty Barn that refunds are not provided for any services.

Aggressive or Abusive Complaints

The Beauty Barn wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making aggressive or abusive complaints. If Aggressive or abusive complaints are made they will lead to all complaints being dismissed.

Complaints about Products and manufacturers

The Beauty Barn recognises complaints regarding products and equipment supplied by ourselves, and any organisation contracted to work or supply The Beauty Barn and will seek to resolve such complaints.  The Beauty Barn will forward complaints received in respect of other organisations to the appropriate bodies.

Equalities Statement

The Beauty Barn aims to handle all complaints fairly and honestly regardless of who makes a complaint.  The Beauty Barn treats all members of the community equally and will not show bias to any particular individual or group.