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POLICIES
CANCELLATIONS, NON-REFUNDABLE BOOKING FEES AND NO-SHOWS
Every appointment wil require a non-refundable booking fee. This will go towards the final balance of your service(s).
If you do not arrive for your appointment or cancel/re-schedule within 72 hours of the start of your appointment, your deposit will be retained by the salon.
If you know you are unable to attend your appointment, please let us know as early as possible so we can re-schedule your appointment, transferring your booking fee where we can.
(Please note, hair extension booking fees will not be refunded in the case of cancellation)
We reserve the right to ask for payment in full before another booking will be made. If this is done, this amount will be treated the same as a booking fee and will be retained in full upon late cancellation or no-show.
If no booking fee is taken and you cancel within 24 hours, we reserve the right to ask for a late cancellation charge of 50% 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 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 20 minutes late, we may have cancel your appointment and the above cancellation terms will apply.
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.
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.
MAINTENANCE APPOINTMENTS
After you have had your hair fitting, it is essential that you stick to your maintenance appointments. This is a very important part of wearing your extensions – to help look after your new hair and protect your natural hair from damage. To book a maintenance appointment we recommend booking this appointment at least 3 weeks before your appointment is due to avoid any disappointment’s as we get booked up in advance. To book an appointment please call the salon 0191 281 5223. The above terms and conditions in relation to cancellations, non refundable booking fees and no shows applies.
PREPARATION
Prior to your extension appointment/maintenance, it is very important that your hair is washed with a clarifying shampoo on the MORNING you’re having your extensions fitted. If your hair has not been washed correctly as advised and your hair is not oil free, we may not be able to fit your extensions and a new appointment will have to be made, resulting in the loss of deposit. This is very important as extensions will not adhere correctly to oily hair and may slip out after fitting, which we cannot be held responsible for. If we have time, we will wash and blow dry, which will be a chargeable fee.
REMOVALS
You are required to return to the salon to have your extensions removed by us to ensure your natural hair stays in good condition; no responsibility will be accepted for any damages if extensions are removed by yourself, another salon or third party. We also require you to have your extensions taken out in the correct timescale given for the method you have fitted. No responsibility will be accepted for any damage caused beyond the recommended removal period.
AFTERCARE PRODUCTS
We recommend using our products which are specially designed for hair extensions. Our products are all sulphate and paraben-free and work very well to keep your extensions in tip top condition. Failure to use these products could result in your hair extensions drying out/problems arising with slippage, bonds crumbling or deteriorating your extensions. We will not be responsible for any of the above and no refunds will be given if hair is faulty as we are not covered by our supplier.
COLOURING YOUR NATURAL HAIR AFTER A COLOUR MATCH
If you have altered your natural hair colour after your colour match has been carried out and hair has been ordered, you will be liable for additional costs incurred, such as exchanging hair or if hair can not be returned due to returning policies paying full amount of hair. With some ranges, the hair is ordered specifically for your colour match and is non-refundable. You will then need to order new hair to match your new colour and will not be given a refund or exchange on the original batch.
ADVERSE REACTION
Very rarely, despite a completely faultless application, should you experience an allergic reaction to the extensions, your head becomes very sensitive/painful or you feel you are simply not coping with your extensions, you will be required to come into the salon urgently so we can check and advise what to do next. If this is removal, extensions will be removed free of charge. These types of reaction happen extremely quickly, not a few months after problem-free extension wear.
QUALITY ISSUES
If, for whatever reason, you feel there is a problem with the quality of your extensions – which can happen on rare occasions as hair is an organic product (you will notice this within three weeks) – you need to make us aware of the problem urgently. We will need you to come into the salon so we can check your hair. All hair will be removed and sent back to the supplier for further testing, provided all of the aftercare advice and products have been used. Should a fault be found with the hair, we will refit and replace your hair free of charge.
HOLIDAY HAIR
We can not be held responsible for any damage/deterioration of your extensions while you’re on holiday. We do advise you go on holiday with an old set of extensions to prevent your new hair drying out in hot climates. Very rarely, with blonde extensions, the hair can turn an orange colour. This is caused by some hotels having very hard water, which has a high oxide content and results in the blonde hair changing colour. We sell Malibu hard water sachets which pull out the orange and return the hair back to normal (this happens on only a small amount of clients). Please understand the risks before deciding on your new set if you’re going on holiday.
ANY PROBLEMS ARISING
Should a problem arise, you must come into the salon within 48 hours of the issue arising to allow me to have a look in person and rectify any issues. It is extremely important that all clients are satisfied and happy and I will do my utmost to resolve any problems. No refund will be given if a visit has not been arranged within 48 hours so we can look at the hair, or if the problem has arisen due to another salon or third party.