FABELLES BOOKING FEE & CANCELLATION POLICY
We may require a booking fee to secure your appointment.
In these instances the booking fee is £30* or the cost of your appointment* (which ever is less) & will be deducted from your final appointment total. This is non re-fundable, However if you need to reschedule & give us more then 24hrs notice your booking fee will be transferred to your new appointment.
Cancelling or rescheduling with less then 24 hours notice will result in a loss of this fee & a further booking fee will be required to rebook. We are sure you understand that this is because it is less likely that we are able to fill your slot on such short notice.
Details on how & when to pay your fee will be given at the time of your booking.
*this excludes booking fees for initial hair extension appointments or colour correction which remains at 50% fee on consultation.
FABELLES 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, Please 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. Please get in touch with us promptly, so that we can address the issue of complaint as soon as possible. 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 or beauty therapist where possible, if you prefer. 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.
We can be contacted by:
Phone: 01637 870499
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