Punctuality & Courtesy
Come Alone
All our services are provided on a one-to-one basis to ensure the best experience for our clients. We kindly request that you refrain from bringing children or friends, unless you have received prior approval from one of our staff members.
Arrive on time
To ensure smooth operation and minimise disruption, we kindly ask that you arrive on time for your appointment.
If we do not receive any communication from you and you are 15 minutes late or more, we will mark you as a no-show and charges may apply.
Please note that your appointment may be cut short or cancelled in such cases.
If you arrive early for your appointment, please wait until you are called in by one of our staff members.
Reschedule if you are unwell
If you are feeling unwell, whether it is related to COVID-19 or not, we reserve the right to refuse service in order to prioritise the health and safety of our staff and other clients.
Payments
Outstanding Payments
We kindly request that you settle any outstanding payments using the card or cash payment methods available at the salon.
If you are paying by cash, please ensure you have the correct change to help facilitate cash flow.
Booking and Cancellations
3 cancellations per week at £35 = £105 per week = £420 per month = £5040 per year money lost.
Card Capture (Payment Protection)
– We require valid card details to secure your booking. Please be assured that your card details are kept confidential and secure by our booking system.
– In the event of a missed appointment or failure to comply with our cancellation/rescheduling terms, we reserve the right to debit your card for the full amount according to the applicable cancellation fees.
– If we are unable to debit your card due to insufficient funds, we will send you a payment request and an invoice that must be paid in full before any future bookings can be made.
– If you attend the appointment as planned, your card will not be debited, and you will pay as normal at the salon.
Booking Fees
– Booking fees are still in place and must be paid before confirming your appointment. The amount of the booking fee will depend on the specific service you are booking (e.g., longer services may require a higher fee).
– Any booking fees paid will be deducted from the final cost of the service.
– Booking fees are non-refundable unless cancelled strictly within 48 hours.
– If you need to reschedule, you may transfer the booking fee once, provided that a 48-hour notice is given.
– Failure to show up for your appointment or comply with our cancellation/rescheduling terms, resulting in the remaining payment due, will require you to settle the outstanding amount before making any future bookings.
Cancellation & No-Show Policy
– Our cancellation policy requires a notice of 48 hours for all cancellations. If you need to cancel within this time period, please contact us directly, as online bookings cannot be cancelled within 48 hours.
– Refunds are not available for cancellations made within 48 hours of the appointment.
– Cancellation or rescheduling within 24 hours of the appointment will incur a cancellation fee, and you may be required to prepay for any future appointments.
– A grace period of up to 15 minutes is granted for one-off occasions, but prior communication is necessary. Arriving 15 minutes past your appointment without prior notice will result in being marked as a no-show.
– We will not accept emails or messages on social media as a form of cancellation. Please cancel your appointment online, call 01206 617474, or leave a voicemail.
Fees
– Last-minute Cancellations: 50% of the booking will be payable if cancelled/rescheduled within less than 24 hours. 100% of the booking will be payable if cancelled/rescheduled within less than 12 hours.
– No-show: 100% of the booking will be payable.
– If you consecutively cancel and reschedule last minute, you may be required to pay for future appointments up-front, or even a suspension.
Failure to Pay Invoices
– Failure to pay an invoice by the due date is considered a serious offence. We take prompt payment seriously to ensure the smooth operation of our business.
– If an invoice remains unpaid after the due date, we will follow a specific process to address the situation. Firstly, we will send a final reminder notice to the client, notifying them of the overdue payment and requesting immediate settlement within a specified timeframe.
This notice may be sent via email, mail, or both.
– In the event that payment is still not received, we reserve the right to take further action to recover the debt. This may include engaging a debt collection agency or pursuing legal measures, such as filing a claim in a small claims court. Any additional costs incurred during this process will be the responsibility of the client.
– We understand that circumstances may arise that make it challenging for a client to pay on time. If you are facing financial difficulties, we encourage you to contact us as soon as possible to discuss the situation. We are committed to finding a mutually agreeable solution and may be able to offer alternative payment arrangements in certain cases.
– Please note that repeated failure to pay invoices or a pattern of late payments may result in the suspension or termination of your client account. This decision will be made at our discretion and with consideration for the impact on both parties involved.
Discounts and Promotions
Loyalty Rewards
– 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.
– Loyalty discounts will not be valid during December (Christmas) like any other discounts.
– Loyalty discounts are valid for 8 weeks and cannot be used in conjunction to other discounts, or be accumulated.
– You will not receive stamps for free services, such as consultation or patch tests.
Gift Vouchers
– Gift vouchers are non-refundable.
– Gift vouchers will not be valid after the expiry date
– Vouchers cannot be redeemed for cash, sold or transferred.
Prices and Refunds
– Prices for our services are listed on our website and may be subject to change without prior notice; note that the prices for most services are dependent on the client’s requirements, how long it will take and the technique required.
We strive to ensure that all pricing information is accurate and up to date, but errors or discrepancies may occur. In the event of a pricing error, we reserve the right to correct the price and provide the client with the option to proceed with the service at the corrected price or cancel the appointment.
– Payment for services is due at the time of completion unless alternative arrangements have been made in advance. We accept various payment methods, including cash and credit/debit cards.
Clients may be required to provide a deposit or prepayment for particular services or appointments, as determined by Models Hair and Beauty.
– All prices listed are inclusive of applicable taxes unless otherwise stated. Clients are responsible for any additional taxes or fees imposed by local authorities or financial institutions.
Refunds on Services
– We DO NOT OFFER REFUNDS, however, we are committed to making any needed free corrections if there was a fault on our side.
– Models Hair and Beauty will not be held responsible for any complaints/refunds for any self-employed workers working within the salon. Please contact them directly.
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.
Complaints
At Models Hair and Beauty, we strive to provide exceptional service to all our clients. However, we understand that there may be occasions when you are not completely satisfied. In such cases, we encourage you to communicate your concerns to us promptly.
– If you have any complaints about the service you received, we kindly request that you inform us while you are in the salon or as soon as possible after leaving. We value open and honest communication, so please calmly and clearly explain the problem to one of our staff members.
– For any complaints related to a colour result, it is crucial to bring it to our attention as soon as possible, but no later than 2 weeks after your appointment. We want to address any issues promptly and ensure your satisfaction.
– When you raise a complaint, we will carefully listen to your feedback and ask relevant questions to understand the nature of your concern. Our goal is to resolve all complaints within four weeks, keeping you informed throughout the process.
– It is essential that you refrain from seeking services at another salon if you have a complaint about our service or treatment. By doing so, we are unable to assess the situation accurately. Instead, we kindly request you to contact us, and we will arrange a suitable time for you to come back to our salon to discuss your complaint in private.
– If we determine that your complaint is reasonable, we will take immediate action to rectify the issue. This may involve redoing a part or all of the service or treatment again, free of charge, as soon as possible.
– In rare cases where we are unable to resolve the problem to your satisfaction, we may offer a partial refund, depending on the reasonableness of your complaint. Please note that refunds are a last resort, as we generally do not offer them. We appreciate your understanding, as there have been instances of individuals taking advantage of refund policies for personal gain.
– If your complaint pertains to a colour result, it is necessary for you to return to the salon within 2 weeks of the original appointment. This allows us to personally assess the issue, engage in a discussion, and take appropriate steps to rectify it if needed.
– We want to emphasise that decisions regarding complaints and any associated refunds or resolutions will not be made based solely on photographs. In-person assessment is crucial to accurately evaluate and address the concerns raised.
Alternative Dispute
– We understand that in some cases, despite our best efforts, we may be unable to reach a satisfactory resolution to a complaint. In such situations, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider called Hair & Beauty Mediation.
– Hair & Beauty Mediation acts as an impartial mediator, listening to both sides and assisting in working towards a fair and reasonable compromise acceptable to both parties. It is important to note that the outcome of this mediation is not legally binding unless agreed upon by both parties. However, it offers a more cost-effective and expedient alternative to pursuing legal action.
– Please be aware that there is a charge associated with using Hair & Beauty Mediation. The client will be charged £12 including VAT, while the salon will be charged £30 including VAT.
– Hair & Beauty Mediation can be contacted through the following means:
Phone: 01234 831965
Email: mediation@nhf.info
Website: www.nhf.info/complaints
Patch Test
– 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.
– Existing clients must have a patch test every 3 months to check if any allergies have developed.
– 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.
– 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.
Consultations
– 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.
– Consultation duration is of up to 15 minutes, and costs £10 – this amount will be deducted from your colour/technical appointment, if booked on the day of the consultation. Otherwise this is non-refundable under any circumstances.
– 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.
Appointments
Models Hair and Beauty reserves the right to cancel or reschedule appointments due to unforeseen circumstances, such as staff availability, equipment malfunction, or other factors beyond our control. In such cases, we will make reasonable efforts to notify the client in advance and offer alternative arrangements.
Contact Details
– It is the client’s responsibility to provide accurate and up-to-date contact information to Models Hair and Beauty. This includes providing a valid phone number, email address, and any other necessary details required for communication.
– Models Hair and Beauty will make reasonable efforts to communicate with clients using the contact information provided. However, the salon will not be held responsible for any failure to reach the client or any resulting consequences if the provided contact information is inaccurate, incomplete, or outdated.
– Clients are advised to ensure that their contact information is correct and promptly inform Models Hair and Beauty of any changes or updates. This includes notifying the salon of any changes to phone numbers, email addresses, or other contact details.
– The client acknowledges that failure to provide accurate and updated contact information may result in missed appointment reminders, important communications, or the inability to contact the client in case of emergencies, rescheduling, or other essential matters.
– Models Hair and Beauty will not be held liable for any inconvenience, losses, or damages arising from the client’s failure to provide accurate and reliable contact information.
Premiums and Discounts
– 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.
– Discount codes must be applied to the “discount code” section. Subject to terms and conditions.
Salon Policies
– Models Hair and Beauty is committed to providing a safe and respectful environment for all clients and staff members. We expect clients to adhere to our salon policies and treat others with courtesy and respect.
– Clients are required to provide accurate and complete information regarding their personal details, medical history, allergies, or any other relevant information that may affect the provision of services. Models Hair and Beauty will maintain the confidentiality of client information in accordance with applicable privacy laws and regulations.
– Clients are responsible for the care and maintenance of any products or recommendations provided by Models Hair and Beauty. We are not liable for any adverse reactions, damages, or losses resulting from the misuse, improper application, or failure to follow instructions regarding the use of products.
– Models Hair and Beauty reserves the right to refuse service to any client who engages in disrespectful, inappropriate, or abusive behaviour towards our staff or other clients. Such behaviour may result in immediate termination of the appointment and restriction of future services.
Children
– Please do not bring children to your appointment unless you have checked with a member of staff that this is ok.
– We cannot accommodate children under 12 years old unless supervised by an adult at all times.
Personal Items
– 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.
– We cannot be held responsible for lost items.
Health and Safety
– Models Hair and Beauty complies with all applicable health and safety regulations to ensure the well-being of our clients and staff. We maintain a clean and hygienic salon environment and follow industry best practices for sanitisation, disinfection, and sterilisation of equipment and tools.
– Clients are expected to disclose any health conditions, allergies, or sensitivities that may be relevant to the services provided. This includes but is not limited to allergies to hair or beauty products, skin conditions, or any recent medical treatments or procedures. Failure to disclose such information may result in adverse reactions or complications, and Models Hair and Beauty cannot be held liable for any such consequences.
– In the event that a client experiences any discomfort, pain, or adverse reaction during or after a service, it is important to notify the stylist or staff immediately. We will take appropriate action to address the situation and provide necessary assistance or referrals if needed.
– Models Hair and Beauty reserves the right to modify or refuse services if we believe they may pose a health or safety risk to the client or our staff. This includes situations where the requested service may not be suitable based on the client’s hair or skin condition, or if there are contraindications that may impact the outcome or safety of the service.
Confidentiality and Privacy
– Models Hair and Beauty respects the privacy of our clients and is committed to protecting their personal information. We comply with applicable data protection laws and regulations.
– Any personal information collected from clients, such as contact details, appointment history, or preferences, is used solely for the purpose of providing services and improving the client experience. We do not share client information with third parties unless required by law or with the client’s explicit consent.
– Models Hair and Beauty may take photographs or videos of clients for promotional purposes, with the client’s consent. If a client wishes to decline or revoke consent for the use of their images, they may inform us in writing, and we will promptly remove or cease using the images.
Intellectual Property
– Models Hair and Beauty retains all intellectual property rights associated with our salon, brand, logo, website, marketing materials, and any other original content or creations. Clients are prohibited from using, reproducing, or modifying our intellectual property without prior written consent.
– Clients grant Models Hair and Beauty the right to use, reproduce, and display any photographs, videos, or testimonials provided by the client for promotional purposes, both online and offline. We will seek the client’s consent and give appropriate credit whenever using such materials.
Amendments to the Terms and Conditions
– Models Hair and Beauty reserves the right to amend or update these terms and conditions at any time. The most recent version will be posted on our website, and clients will be notified of any significant changes.
– Clients are responsible for reviewing the updated terms and conditions and agreeing to them before booking or receiving services. Continued use of our services constitutes acceptance of the revised terms and conditions.
Entire Agreement
– These terms and conditions constitute the entire agreement between Models Hair and Beauty and the client, superseding any prior agreements or understandings, whether written or oral.
– By booking or having a service done by us, you automatically agree to these terms.
Contact Us
If you have any questions, concerns, or inquiries regarding these terms and conditions or our services, please contact us using the following information:
Models Hair & Beauty
Address: 7 Pelhams Lane, Colchester, CO1 1JT
Phone: 01206 617474
Email: contact@modelshairandbeauty.co.uk
Last Updated: May 2023
