Cancellations / Deposits / Customer Guarantee.
Customer Service Guarantee – The fine print
We pursue excellence through constant improvement, training and development to meet and exceed your expectations. During your consultation, the stylist will discuss your hair goals. If your hair goals are to be achieved on multiple visits through a journey, this will be discussed, and your expectations will be managed accordingly. We always try to be open, authentic and honest in our communications, so you can fully expect how much your service will cost and what is likely to be achieved before you commit to the service or hair journey.
We do this through:
Thorough consultations in person. A strand test before a new colour service or plan to ensure colour results. A strand test before a chemical service ensures your hair's condition isn’t compromised. Allergy alert screening and skin testing align with our insurance policy and manufacturers' guidelines to ensure your health and safety.
Following a service, if you are unsatisfied, we ask that you contact us via email, telephone, or in person within seven days of the initial service.
The next step will be to deliver a service or product to rectify the dissatisfaction within seven days. If it is agreed by management that there is no opportunity to meet your expectations after your feedback has been received fully, you will receive a refund of the service charged. Feedback is very important at Rusa Hairdressing.
All feedback will be used to develop and maintain the services and products offered at the Salon.
Complaints Policy
Rusa Hairdressing Salon aims to guarantee customer satisfaction. Still, in circumstances where you feel this has yet to be achieved, we encourage you to let us know, and we will always strive to correct the service.
All feedback will be used to develop and maintain our services and will be received with gratitude. Delaying a complaint will seriously affect our ability to investigate and rectify it; we kindly request that if you are not 100% satisfied with your service for any reason, you inform us via email, petrarowe@rusahairdressing.co.uk. Telephone 0151 6772468, or in person within seven days of the initial service.
Deposits Policy
We kindly request a small non-refundable deposit of 50% at the time of booking or 48 hours before your appointment. This deposit will be allocated to your account to be redeemed off the final balance of your hair appointment. If your appointment has been made without a deposit, you may receive an email & SMS Message reminder before your appointment to pay your deposit electronically via a Link. Please ensure your details are correct and up to date.
Deposits will be refunded as follows:
If you cancel your appointment up to 48 hours before, the deposit will be carried over to your next appointment.
If you cancel an appointment between 48 hours and your appointment time, a refund will not be automatically authorised.
We will fill the cancelled appointment with another full-paying service. If we can fill the cancelled appointment, the deposit will be refunded or carried over to the next appointment.
If we have not been able to fill the appointment, then the Salon will retain the deposit to cover the expense of the cancelled appointment. No Show appointments – deposit will be retained by the Salon to cover the expense of the cancelled appointment.
Reminder
A text reminder will be sent to all customers 48 hours before their appointment. This message will allow the customer to confirm or cancel. Please note that a late cancellation fee may apply if the cancellation is made within 48 hours of the appointment.
Cancellation charges
Should you need to cancel your appointment with short notice (within 48 hours), we will do our utmost to resell the appointment. If the appointment is not filled, then you will be charged a late cancellation fee. We will only ever charge a cancellation fee which is fair and covers the loss of the cancelled appointment. We can provide a detailed breakdown of the cost due in the event of a cancellation if required. How to pay a late cancellation fee:
We will either deduct this from your salon deposit Or add the charge to your next appointment.
Extensions
Following a complimentary consultation for hair extensions, we will provide a quote for the cost of hair and products, plus a quote for fitting. The cost of the hair and products is payable upfront and is non-refundable. As once this is ordered, it cannot be returned.
The cost of the fitting is payable on the day 48 hours before your appointment. The cost of fitting is payable with a 50% deposit booking.
Weddings
Wedding hair appointments are booked following a consultation. A deposit of 50% is required to secure your wedding with Rusa Hairdressing at the time of booking. Full payment will be required Six weeks before your event, when you will receive a full and final quote.
Wedding deposits will be refunded as follows; Up to Six weeks before your wedding date: 100% refund or carried over to a new booking.
Between six weeks and two weeks before your wedding date: 50% refund or carried over into a new booking.Up to two weeks before your wedding date: Nil
Skin Testing
At Rusa Hairdressing, The safety of clients is always our priority. Colour clients must be skin tested 48 Hours before your appointment; this follows the salon insurance cover.
Clients who have to be skin tested:
Every new client who attends Rusa Hairdressing has not had colour with us for 12 weeks. For every client who has previously had COVID-19, A skin test may also be necessary following health and safety questions during a consultation. This is to determine any allergic systems that may occur; if this is the case, your stylist will inform you if she can carry on with your colour service. This must be carried out to follow the salon insurance policy.
Under 16’s
We consider anyone under the age of 16 to be a minor. We do not allow any colour services on a child.