Our Policies
Giving You the Best Experience
We love all of our clients at Vinesse Ethical Hair & Beauty, and we want to make sure everyone feels at home in our friendly Salon. That’s why we’ve set a few basic policies to make sure everyone who walks through our doors has an experience that leaves them wanting to return time and again. Take a quick read. If you have any questions, just get in touch.
Need to Cancel?
Your Hair and Beauty appointments are reserved specifically for you.
We therefore ask as a courtesy, to our stylists and therapists here at Vinesse Hair & Beauty and our other clients, that you notify us at least 48hrs in advance of our working hours, if you wish to cancel or reschedule your appointment.
Late cancellations and ‘no show’ appointments cost us precious time and money, therefore if we receive less than 48 hours notice of cancellation 50% of the treatment (i.e. the deposit) will be non-refundable or transferable.
For cancellations made outside the 48 hour window, we would be happy to move the deposit to your next booking.
Please note that we require a 50% deposit of all our services which is
non refundable. T&C apply as above
Thank you for your understanding and your continued support.
CUSTOMER COMPLAINTS POLICY
Our priority is for you to be completely satisfied with the service you receive from us.
We run a professional business, so we aim for the highest standards in everything we do.
Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
PROCESS Tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint.
We aim to resolve all complaints within eight weeks.
If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like. We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different stylist beauty therapist if you prefer. If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
ALTERNATIVE DISPUTE RESOLUTION
If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action.
Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhbf.co.uk
Website: www. nhbf.co.uk /complaints