Policies

Dear guests,

Your appointment is important to us so we have put these policies in place to ensure the smooth running of our salons. 

Thank you for your continued loyalty. We really do appreciate it. 

Cancellation Policy

We realise that you may occasionally need to cancel or reschedule a visit to the salon.  We respectfully require that you give us at least 48 hours' notice to cancel or reschedule, so that your stylist can fill the appointment space.

If you are unable to give 48 hours' notice, this will result in the loss of any deposit you have paid.  If you do not show up for your appointment, we reserve the right to take payment in full.  A 20% deposit will be taken for all colour services and is subject to our salon cancellation policy

You will receive a text message reminder 48 hours before your scheduled appointment (please ensure we have your correct mobile number).

Hair Colour Policy

We are a colour responsible salon so do not offer colour services to anyone aged under 16.

If you are new to hair colour or have not had colour at Strands Hairdressing in the past 6 months or longer or are having a colour change, you will require an allergy alert test (also known as a patch or skin test) at least 48 hours prior to your colour service.

Clothing During Colour Services

When carrying out colour services or chemical treatments, every care is taken to protect your clothing. All clients are provided with professional gowns and protective coverings, and our team work carefully to minimise any risk.

However, due to the nature of hairdressing services, we kindly ask that you:

Avoid wearing high-neck clothing

Avoid wearing delicate fabrics

Avoid wearing anything particularly special or valuable

While every precaution is taken, Strands Hairdressing cannot guarantee that colour or chemical products will not come into contact with clothing and cannot accept responsibility for any damage to clothing during services.

Personal Belongings

We are happy to store coats and belongings in our cupboard area during your visit. However, all personal items are left at your own risk.

Strands Hairdressing cannot accept responsibility for any loss, theft, or damage to personal belongings brought into the salon or stored during your appointment.

Our Strands Hairdressing Client Guarantee

At Strands Hairdressing, we pride ourselves on delivering exceptional hair services and products – every single time. We want you to leave our salon feeling confident and delighted with your look.

If, for any reason, you are not completely happy with your service, we promise to make it right.

Our Service Guarantee

  • If you are unhappy with all or part of your service, we will redo whatever is needed – completely free of charge – as soon as we possibly can.
  • You must contact us within two weeks of your initial appointment to arrange a redo.
  • To ensure the best results, we ask that you do not attempt to correct the issue yourself or visit another stylist before allowing us to assess and resolve the problem.
  • Please note: if any corrective work is carried out at home or by another stylist before we see your hair, our guarantee will be void.
  • If, after the redo, you are still not fully satisfied, we may offer a second redo.
  • To help us maintain consistency and quality, we take before-and-after photos of all colour services and keep these securely in your client record.

Our Product Guarantee

  • If you purchase a product from us and decide it isn’t right for you, simply return it within two weeks of purchase with proof of purchase, and we will happily exchange it for another product.

Your trust is important to us – and so is your hair. This guarantee is our way of ensuring you always receive the standard of service you deserve.

Strands Customer Complaints Procedure

At Strands, we want every client to be happy with their experience. While complaints are uncommon, we take them seriously and will always do our best to put things right.

Complaints Process

• Please tell us if you are unhappy with any service, either while you are in the salon or as soon as possible afterwards.

• We will listen carefully, discuss your concerns, and work with you to find a solution. We aim to resolve all complaints within 8 weeks.

• If you have left the salon, please do not visit another salon before contacting us, as we need to see your hair following the service provided by Strands.

• We will ask you to return to the salon so we can assess the issue and discuss the best way forward.

• If we agree that your complaint is justified, we will correct or redo the service free of charge. Where possible, this can be carried out by a different stylist if preferred.

Alternative Dispute Resolution

If we cannot reach an agreement after following our complaints process, you may contact Hair & Beauty Mediation, an independent dispute resolution service.

Hair & Beauty Mediation
Tel: 01234 831965
Email: [email protected]
Website: www.nhf.info/complaints

There is a fee of £12 for the client and £30 for the salon. Mediation is a quicker and more affordable alternative to legal action and helps both parties work towards a fair resolution.