DEPOSITS AND CANCELLATION POLICY
To secure your hair appointment, a £20 deposit is mandatory for haircuts, while a £50 deposit is necessary for color services. This deposit will be deducted from your final bill.
We acknowledge that scheduling changes may be necessary. You are entitled to modify or cancel your booking without incurring any charges up to 48 hours before the scheduled appointment. Subsequently, deposits become non-refundable.
Complaints Policy
At Kalon Hair Studio, we are committed to ensuring your complete satisfaction with the service we provide. Upholding the highest standards in all aspects of our business is paramount to us. While complaints are infrequent, we take them seriously and have established a clear policy and procedure to address them effectively, learning from your feedback in the process.
PROCEDURE
If you are dissatisfied with the service received, please inform us promptly either during your visit or shortly thereafter. Clearly articulate your concerns in a calm manner. Alternatively, you may choose to email us via the contact details provided on our website.
We will attentively listen to your feedback, asking necessary questions to fully understand the nature of your complaint. Our goal is to resolve all complaints within an 8-week timeframe.
Should you have departed our premises before lodging a complaint, we kindly request that you refrain from seeking assistance elsewhere or attempting self-adjustments. This ensures that we can accurately assess the service or treatment provided. We will schedule a convenient time for you to return to our salon for further discussion.
Upon determining the validity of your complaint, we will promptly rectify the issue by redoing the affected service or treatment, either in part or in full, at no additional cost. If preferred, a different team member may perform the task, subject to availability.
In the event that we are unable to resolve the issue satisfactorily, we may offer a partial or full refund, contingent upon the reasonableness of your complaint.
Should disagreements persist despite adhering to our complaints policy, in compliance with the Consumer Rights Act 2015, we will refer you to a certified alternative dispute resolution provider, Small Claims Mediation Ltd. As impartial mediators, they facilitate constructive dialogue between both parties to reach a fair and mutually acceptable resolution. Any agreement reached through this process is legally binding.
Participation in a one-hour mediation session, at a mutually agreed time, is required. Please note that there is a charge of £50+VAT for both the salon and the client.
For further inquiries or to initiate mediation proceedings, please contact Small Claims Mediation Ltd via:
Phone: 0116 284 8100
Email: [email protected]