Salon Policy

1. Punctuality & Courtesy

1.1 Come alone. All our services are provided on a one to one basis so you can get the best of our services. This includes NO children or friends, unless you are both having treatments done and are told that this is ok by one of us.
1.2 Arrive on time. If we don’t hear from you and you are 15 minutes late or over, you will be marked as a no-show and charges will apply. Your appointment may be cut short or cancelled.
1.3 Reschedule if you are unwell.
We hold the right to refuse service if you are unwell, this includes it being covid or not.
1.4 If you arrive early, please wait until you get called in.

2. Payments

2.1 Please settle any outstanding payments in salon by card.
2.2 If paying by cash, please ensure that you have the correct change to limit cash flow.

3. Booking Fee & Card Capture

Due to a high volume of no shows, last minute cancellations and rescheduling, we’ve had to introduce payment protection to our system – card capture and booking fee.
While we appreciate that this is not ideal, we’ve had to take into consideration how much income we lose if someone decides to not stick to our booking terms.
3 cancellations per week at £35 = £105 per week = £420 per month = £5040 per year money lost.

3.1 CARD CAPTURE (Payment Protection)

a) You will be asked to provide valid card details to place a booking (these details are kept confidential and secure by our booking system).
b) In the event of a missed appointment, or if you have failed to comply to our cancellation / rescheduling terms; we will debit your card for the full amount according to the cancellation fees (refer to section 4.1).
c) In the event that we are unable to debit your card due to insufficient funds, we will send you a request for payment which must be paid in full before any future bookings.
d) If you attend the appointment as planned, your card will not be debited, and you will continue to pay as normal at the salon.

3.2 BOOKING FEE

a) Booking fees are still in place, and you will be asked to complete a payment before booking with us. The amount of the booking fee will depend on the service you’re booking for (e.g. for longer services you may be required to pay more).
b) Any booking fees paid will be deducted from the final cost.
c) Booking fees are non-refundable unless cancelled strictly within 48 hours.
d) You may reschedule and transfer the booking fee ONCE, if the 48 hour notice is given.
e) If you have paid a minimum booking fee, but fail to show up or to comply to our cancellation / reschedule terms, and there is remaining missing monies (e.g the full service cost is £50, you paid £10 to book but failed to show, therefore there is £40 remaining to pay) you will be sent a payment request which must be paid in full before you place any future bookings with us. (refer to section 3.1)

Cancellation & No-Show Policy

a) Our cancellation policy is 48 hours to all guests.
If you need to cancel below this time period, you’ll need to contact us as online bookings are not set to be cancelled within less than 48 hours.
b) You will not be entitled to a refund if you cancel within less than 48 hours.
c)You will be charged a cancellation fee if you cancel or reschedule within less than 24 hours (you’ll also be required to prepay for any future appointments).
d) Our grace period for one-off occasions is of up to 15 minutes if you let us know prior. This may affect your treatment specially during busy times. Arriving 15 minutes past your appointment with no communication will result in you being marked as a no-show.

4.1 Cancellation and no-show fees:

           4.1.1 Last-minute cancellation
If cancelled within less than 24 hours. 50% of the booked service (refer to section 3.1 and 3.2).
You will also be required to pay in advance for any future appointments
          4.1.2 No-show
100% of the booked service (refer to section 3.1 and 3.2)
          4.1.3 – 2 Strike’s Policy
If you consecutively cancel last minute and are a no show (for regulars), you’ll be automatically required to pay in full in advance (not refundable under any circumstance); and even a booking suspension. (refer to section 3.1 and 3.2)

5. Services and Price List

5.1 Please read the service description, so you know what to book in for. If unsure, please contact us. We will not be held responsible if you fail to book for the correct service, and we will not rush a service in without the appropriate bookings.
5.2 All services are subject to each client’s personal requirements, being how long the hair is, how much volume, what you want to achieve and how long it’ll take – please take into account that if booking online without prior consultation, may mean that the service cost will change at the time of the appointment.
5.3 We hold the right to alter prices and end any ongoing offers/promotions without prior notice.

6. Loyalty Discount

a) Once you’ve reached a reward, loyalty discounts will be automatically emailed to you approximately 1 hour after your appointment has started. Please note that this discount can only be used on your next visit.
b) Loyalty discounts will NOT be valid during December (Christmas) like any other discounts.
c) Loyalty discounts are valid for 12 weeks and cannot be used in conjunction to other discounts, be accumulated or extended.
d) You can only receive stamps for hairdressing, waxing and massage services.
You will not receive stamps for services such as consultation or patch tests.
e) You can only redeem loyalty discounts on hairdressing, waxing and massage services; discount codes will be removed if redeemed on any services that are excluded.

7. Gift Vouchers

7.1 Gift vouchers are non-refundable.
7.2 Gift vouchers will not be valid after the expiry date.
7.3 Vouchers cannot be redeemed for cash, sold or transferred.
7.4 Online gift vouchers are valid strictly for 90 days unless stated otherwise.
7.5 Gift vouchers will not be extended, unless in certain circumstances we agree to do so, and may only be extended once for an additional 14 days from the expiration date. We hold the rights to refuse the extension of any gift vouchers.

8. Service Guarantee and Refunds

8.1 Your satisfaction is our highest priority. If you are not happy, please let us know during your appointment or within 24 hours after the appointment.
8.2 We do not offer refunds, however we are committed to making any needed free corrections if there was a fault on our side.
8.3 Refunds on retail products
Products purchased from us must be returned unused, unopened with their seal intact and in the same condition as they were originally.
We will not accept for exchange or refund any item which has been used, or it’s not in the exact condition which it was purchased from us. This does not affect your statutory rights.

9. Patch Test

9.1 All new clients must book a patch test, and it must be carried out at least 48 hours prior to the appointment, on any tinting services.
9.2 Existing clients must have a patch test every 3 months to check if any allergies have developed and if they’ve had the Covid-19 vaccine.
9.3 Models Hair & Beauty will not be responsible for booking this in, failing to do so will result in the service not being carried out and any payments being fortified.
9.4 If you fail to book for a patch test, we will not carry out any services that include tinting and full charge will still apply. No patch test = no treatment.

10. Consultations

10.1 Consultations are recommended for any colouring or technical service. |This is to discuss your hair goals, as well as for us to be able to establish how long we’ll need and quote you accordingly.
10. 2 Consultation duration is of up to 15 minutes.
10.3 Please be aware that some of our services’ prices state “from”, which means they will be established upon consultation, depending on your hair needs, length, volume and time required.
10.4 When booking with us, you automatically agree to these terms.

11. Premiums and Discounts

11.1 Premiums are a surcharge on top of a service cost.
This will occur when a stylist/therapist opens their bookings on a non-working day (e.g day off, Sundays), early or late appointments, and special dates such as Christmas Eve… Think of this as working extra hours.
11.2 Discount codes must be applied to the “discount code” section. Subject to terms and conditions.

12. Children

12.1 Please do not bring children to your appointment unless you have checked with a member of staff that this is ok.
12.1 We cannot accommodate children under 12 years old, unless supervised by an adult at all times.

13. Personal Items

13.1 Please ensure that you retrieve all your personal belongings before leaving the salon, and that they are kept with you at all times and not causing obstruction.
13.2 We cannot be held responsible for lost items.

14. Smoking

14.1 It is illegal to smoke anywhere in the salon.

15. Right to refuse service

Our salon staff has the right to refuse service to anyone behaving improperly, and we will not tolerate abuse towards our staff.

By booking with us, you automatically agree to our booking policy and terms and conditions.

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