Cancellations, Non-Refundable Booking Fees and No-Shows

 

In order to secure your appointment, we require your card details.

 

Card details are securely held by our booking system (Fresha) and are not viewable by the studio.

 

Appointment reminders will be sent 24 hours before your appointment so please contact us as early as possible to avoid paying a cancellation charge..

 

If you do not show for your appointment and haven’t contacted the salon, you may be removed from the online booking system, and we may refuse to offer any future appointments.

 

Where offered, please contact us to book a new appointment, we may require payment in full, in advance of any new appointment.

 

In the event of a now-show, you will be invoiced for the remainder of your appointment cost, and failure to pay will result in legal action being taken against you to recover any monies owed.

 

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Appointment Reminders

 

You’ll be sent an email confirmation as soon as your appointment is booked, and you will be sent a text reminder to the mobile number you provide (if applicable), 24 hours before your appointment start time.

 

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Lateness

 

Please let us know if you are going to be late for your appointment, we can usually allow for a few minutes, however we may have clients after your appointment. So if you are more than 15 minutes late, we will cancel your appointment and apply the above terms as a no-show.

 

​Property Loss or Damage

 

It is your responsibility as the owner, to take care of any property you bring into the salon. We take no responsibility for any property which is lost or damaged, unless it is damaged by a member of staff due to carelessness. 

 

Anything left in the salon will be held for 8 weeks, we will do our best to contact you to retrieve your property. 

 

If we don’t hear back within 8 weeks, the property will be destroyed or donated. 

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Other Terms & Conditions

 

Some of our services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.

 

 

Complaints and Feedback

 

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we take them very seriously, so we have a complaints policy and process, which we follow to make sure that things are put right where needed and we can learn from your feedback.

 

If you are not happy with the service you receive, please tell me either before you leave the salon, or as soon as possible once you have left. We will listen to your feedback and ask any necessary questions to understand your complaint, we aim to resolve any complaints within 8 weeks at most. 

 

If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us looks like. 

 

If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.

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Customer Complaints Policy

 

Our priority is for you to be completely satisfied with the service you receive here at Babs Club Studio.

 

We run a professional business, and aim for the highest standards in all that we do.

 

Whilst complaints are rare, we do take them seriously and so we have a policy and process that we follow, to ensure that things are put right where needed, and to give us an opportunity to learn and improve, based on the feedback we receive.

 

PROCESS: 

 

Tell me you’re not happy with the service you’ve received, as soon as reasonably possible (ideally, whilst you are still in the salon).

 

Calmly and clearly explain the issue.

 

We’ll listen to your feedback and ask relevant clarifying questions, as necessary, to understand why you are making a complaint. We aim to resolve any complaints within eight weeks.

 

If you’ve already left the salon, don’t go to another salon as we have a right to see exactly what the service you received from us looks like. We’ll arrange a suitable time for you to come back into our salon, and discuss your complaint in private. 

 

Where we believe your complaint is reasonable, we will re-do a part or all of the service again, as soon as possible, free of charge.

 

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. 

 

As mediators, they listen to both sides and help us to work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree to an outcome, but it is a cheaper and quicker alternative than taking legal action.

 

Please note there is a small charge for this service, for both the client and the salon.

 

Contact details of the ADR provider will be provided upon request.

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Change Of Mind Policy

 

Babs Club Studio will not issue price adjustments/refunds for change of mind (in line with our cancellation/no-show timescales).

 

If you attend your appointment and decide that you don’t want the full service agreed, you will still be charged the full cost of the service you originally booked.

 

If you do change your mind, please let us know with at least 48 hours’ notice, so we can amend your appointment without charge.

 

Safe Space

 

Babs Club Studio endeavours to be as safe a space as possible.

 

We work with one client at a time and what’s said in the studio, stays in the studio!

 

We are an anxiety-friendly space, and will do our best to make you feel as comfortable as possible.

 

If you’d like to clarify anything ahead of visiting, please do reach out so we can chat and make any necessary arrangements. 


 

Inclusivity Policy

 

Babs Club Studio warmly welcomes and respects all genders, non-binary and gender non-conforming people and the entire spectrum of the LGBTQIA+ community.

 

The studio is accessible and we have both accessible and gender-neutral bathrooms.

 

Please reach out if you need accessible, cultural or religious considerations made ahead of your visit. 

 

Babs Club Studio will not tolerate hateful behaviour. Compassion, kindness and respect are exercised in the studio. 

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Skin Test Policy 

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Babs Club Studio has a duty of care to make sure that you are protected in the salon. For this reason, we require you to come to the salon at least 24 hours before your first appointment for a skin test, (dependant on service). This is the best way of ensuring that you are allergy free when it comes to treatment.

 

If you do not attend your skin test appointment, your service appointment may be cancelled, and treated as a late-cancellation.

 

Refusal Of Service

 

We reserve the right to refuse or cancel a booking for any reason such as: frequent lateness/cancellations, failure to follow aftercare procedures, failure to comply with the policies listed in these documents.