Policies, terms and information for clients
By booking an appointment, you confirm that you have read, understood and agreed to the below policies, terms and information.
These are subject to change, and the latest version is always available on this page.
1. CANCELLATIONS (SALON APPOINTMENTS)
My clients love the bespoke, one-to-one service that I provide, but it does mean that cancellations can have a significant impact on my business.
Your help in keeping to your booked appointment time is much appreciated, but if you do need to cancel your appointment, please give me as much notice as possible, so that I can offer your space to another client.
All salon appointments become non-cancellable 48 hours before their start time.
Cancellation of part or all of your appointment with less than 48 hours' notice, for any reason, will incur a late cancellation fee of 50% of the value of the service(s) cancelled. This fee is payable immediately upon a late cancellation, unless agreed otherwise.
Non-payment of this fee will result in being blocked from booking any further appointments, or being required to pay the outstanding fee plus a discretionary deposit (see section 4 below) to book another appointment.
The time of cancellation is measured as the time at which you give the final instruction to cancel your appointment.
For the purpose of these terms, rescheduling your appointment, or amending the service(s) within your appointment, are treated in the same way as a cancellation. If you cancel only part(s) of your appointment (for example, cancelling a colour service but keeping a wet cut), any applicable cancellation fee will only be charged on the cancelled service(s).
2. DEPOSITS & CANCELLATIONS (MOBILE HAIR APPOINTMENTS)
Separate cancellation terms apply for mobile hair appointments (any appointments with hair services provided on location, such as weddings), as I will usually close the salon and book out the full day for your appointment.
A 50% deposit is required at the point of booking to secure mobile hair appointments.
The full balance must be paid at least two weeks before the date of the booking, at which point the booking will become non-cancellable. If payment has not been received by this time, your booking will be cancelled and the day will be released for other clients to book.
Cancelled mobile hair bookings are refunded as follows:
- More than two weeks' notice: full refund
- Less than two weeks' notice: 50% refund
The time of cancellation is measured as the time at which you give the final instruction to cancel your appointment.
For the purpose of these terms, rescheduling the appointment, or amending the service(s) within the appointment, are treated in the same way as a cancellation. If you cancel only part(s) of the appointment, within two weeks of the appointment date (for example, cancelling a blow-dry, but keeping other services), you will receive a 50% refund of the cancelled service(s).
3. LATE ARRIVALS AND MISSED APPOINTMENTS (SALON APPOINTMENTS)
If you are arrive more than 5 minutes after the start time of your appointment, I will make every effort to ensure I can still accommodate you, but it may be necessary to amend some or all of the services I can offer you at that appointment (for example, reducing a cut & blow dry to a wet cut only). If services are removed or reduced as a result of a late arrival, you will be charged 50% of their value.
If you miss your appointment without notice (often referred to as a 'no-show'), this will incur a missed appointment fee of 50% of the value of the service(s) booked. This fee is payable immediately upon missing an appointment. Non-payment of this fee will result in being blocked from booking any further appointments, or being required to pay the outstanding fee plus a discretionary deposit (see section 4 below) to book another appointment.
4. DISCRETIONARY DEPOSIT
As a small business, frequent cancellations and missed appointments can have a significant impact. If you have a very high rate of cancellation, and/or frequently miss appointments, and/or make a late payment of a fee that is due under the terms above, you may be asked to pay a non-refundable 50% deposit when booking a further appointment. Any appointments subject to this will be non-cancellable from the point of booking.
5. CHILDREN IN THE SALON
For their safety, children are not permitted in the building at any time.
6. SPACE
My salon is cosy, but small! So, please avoid bringing anyone else to your appointment with you, unless absolutely necessary. I have a small waiting area, but there is no additional seating inside the salon itself.
7. YOUR HEALTH
If you experience any abnormal symptoms or discomfort during your appointment, please alert me immediately. If you have any health conditions or allergies which may be irritated by your service, please inform me prior to your appointment.
8. PAYMENTS & PRICING
Payment must be made before leaving the salon. I accept all major cards, including American Express, as well as cash payments and bank transfers. Digital receipts are available upon request.
Prices are subject to change and up-to-date prices are available to view at any time on the salon menu.
Services will be charged at their prevailing price on the day of the appointment. I review my pricing on a regular basis to ensure I can continue to offer the highest quality products and experience, despite ever increasing costs, whilst remaining competitive.
9. RIGHT TO REFUSE SERVICE
I may refuse service to anyone behaving improperly, or who is intoxicated, or whose state of health may influence the effects of the service. I may also refuse service to anyone I suspect has not properly followed my pre-appointment instructions, including patch testing instructions. Any person behaving in an abusive manner, towards me or any other staff or clients within the building, will be required to leave the premises and blocked from making further bookings.
10. CCTV
CCTV operates in the salon for the purposes of safety and loss prevention. The system is controlled by Lorna Rose Hairdressing.
CCTV also operates in the main front room, where our hair wash basin and waiting area are located, and in the rear outdoor area. Details of this system and its controller, which are not associated with Lorna Rose Hairdressing, are available on request.
11. COMPLAINTS & REFUNDS
If you are not satisfied with the service I have provided, please let me know during your appointment, or as soon as possible afterwards.
If there is a fault, I will undertake any necessary corrections as soon as possible, and if there are any I cannot rectify, I will offer you a full or partial refund, depending on the nature of the fault.
Please note that this policy does not cover general 'wear and tear' to the finish of any services performed, such as colour washing out within a reasonable time for the service/products used. The scope of this policy will depend on the services/products involved - for example, a toner may wash out within a couple of weeks, but a permanent colour should not.
It is important that you do not attempt to fix any faults yourself, or engage the services of another professional, until they have been resolved with me. If you do, I will not be able to help any further and you will not be eligible for any rectification or refund.
12. PRIVACY NOTICE
I will never sell your data to a third party. It will only be shared securely with third parties to facilitate your use of my services - for example, your phone number being inputted into my payment system, to provide you with a digital receipt for a payment.The following basic data is collected during my first communications with you, and updated when needed:
- Name: to identify you in my records, and address you in communications
- Email address: to send you automated appointment confirmations and reminders, information relating to the salon and your appointments, digital receipts and marketing messages
- Phone number: to send you automated appointment confirmations and reminders, information relating to the salon and your appointments, digital receipts and marketing messages
Further data, such as allergy information, may be collected and stored where necessary.
This information is stored centrally within my secure salon management software, but may also be inputted into other services and devices where necessary - for example, to send you a text message from the salon mobile number. Access to systems containing your data is treated with the utmost care and can only be used by Lorna Rose Hairdressing.
As a client of mine, I have a legitimate interest to collect and use your data in order to provide you with my services. By booking an appointment with me, you consent to this processing of your data.
You can at any time request a copy of the data I hold relating to you, or for it to be removed from my systems - just get in touch using the details below.