Terms & Conditions

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APPOINTMENT TERMS AND CONDITIONS

CUT AND STYLE

45 Minute appointment which includes Consultation, Shampoo and Condition, Cut and blow dry. Designers (Price Level 1) have a 60 minute time allocation.

 

15 MINUTE UPGRADES

This is a time allocation to add to an appointment for Redesign cuts, Extra styling requests, or longer/thicker hair.

 

BLOW DRY

30 Minute appointment which includes Consultation, Shampoo and Condition and blow dry. Designers (Price Level 1) have a 45 minute time allocation.

 

HAIR UP

60 Minute appointment styling hair up from previously washed. Ornaments can be used. Pins supplied.

 

DRY STYLE BAR

15 Minute appointment includes dry styling with Heat tools and Products. Available with selected stylists. Not available in conjunction with any other offer.

 

GENTS CUT AND STYLE

30 Minute appointment which includes Consultation, Shampoo and Condition, Cut and blow dry. Designers (Price Level 1) have a 45 minute time allocation.

 

COLOUR APPLICATION

30 Minute appointment for one total colour of the whole length of the hair.

 

TINTING ROOTS

30 Minute appointment for the tinting of roots.

 

HIGHLIGHTS

45 Minute appointment for weaved highlights. May be more than one colour. Designers (Price Level 1) have a 60 minute time application.

OFFERS AND PROMOTIONS TERMS AND CONDITIONS

COLOUR TUESDAY

35% off colour on a Tuesday. Offer available only in conjunction with a full price cut and style. Not available with any other offer. Available with selected stylists. Limited availability.

 

RAF

Half price Cut and Style for new clients with selected stylist. Not available with any other offer. Promotion only available for introductory / first visit to Feathers Salon Group. Voucher should be produced at check in. Friend that recommended has a half price cut and finish registered on their account to be used with full priced cut and style appointment. Not to be used with any other offer. Multiple offers may be collected.

 

BACK TO SCHOOL

This promotion is available in school holidays during published dates. Promotion will only be applied where parent/guardian has made a paid visit to Feathers Salon Group in the last 16 weeks.

0-4 years £5. 15 minute appointment (in sessions). This is a cut only. Can be upgraded to wash for £5. Plaits and curls are £5 upgrade.

5-8 years £9. 30 minute appointment. This is a wash, cut and blow dry. No wash on requested. Plaits and curls are £5 upgrade.

9-12 years £9. 30 minute appointment. This is a wash, cut and blow dry. No wash on requested. Plaits and curls are £5 upgrade.

13-18 years £18. 30 minute appointment. This is a wash, cut and blow dry. No wash on requested. Plaits and curls are £5 upgrade.

Adult Students £20. 45 minute appointment. This is a wash, cut and blow dry. No wash on requested. Plaits and curls are £5 upgrade.

Not available in conjunction with any other offer. Only during published dates.

STAND-BY (DESIGNERS AND CREATIVE DESIGNERS)

At certain times we have 45 minute time slots which are released 90 minutes in advance. The 45 minute appointment includes Consultation, Shampoo and Condition, Cut & blow dry. The stylist is not allocated until the appointment time. Not available with any other offer.

STAND-BY (ADVANCED DESIGNERS, PRINCIPLE DESIGNERS AND ARTISTIC LEADERS)

At certain times we have 45 minute time slots which are released 90 minutes in advance. The 45 minute appointment includes Consultation, Shampoo and Condition, Cut & blow dry. The stylist is not allocated until the appointment time. The stylist is guaranteed to be price level 3 or above. The stylist is not allocated until the appointment time. Extra styling requests are charged as a 15 minute upgrade. Not available with any other offer.

STAND-BY BLOW DRY

At certain times we have 30 minute time slots which are released 90 minutes in advance. The 30 minute appointment includes Consultation, Shampoo, Condition and blow dry. The stylist is not allocated until the appointment time. Extra styling requests are charged as a 15 minute upgrade.

DRY STYLE MEMBERSHIP 

Purchased in advance for yearly membership. Not available with any other offer. Bronze, Silver or Gold Level set at the time of purchase . Feathers are not liable for change of circumstance and no refunds will be given. 15% off retail not available with other offers. 15 minute appointment.

RESERVATION POLICY

 

We kindly ask that you pay a reservation fee on making an appointment. We understand that things change. In the event you need to move your appointment, please give us at least 24hours notice and we will happily transfer your fee to another booking. Should your notice be within 24 hours, we will, with all good faith, endeavour to sell the empty appointment.  Should we be able to sell the appointment, we will happily transfer your reservation fee to another appointment.  Reservation fees are £10 for appointments of 30 minutes or less, £20 for appointments of less than one hour but more than 30 minutes and £50 for chemical services. 

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, in another salon if you prefer, although this may not be possible if the individual is self-employed. 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@nhf.info

Website: www.nhf.info/complaints