Policies and Terms
Terms and Conditions
Cancellations, Non-Refundable Booking Fees and No-Shows
In order to book your appointment, we may require your card details or for a non-refundable booking fee to be taken at the time of booking. Card details are securely held by our booking system (Ovatu) and are not viewable by the salon.
For bookings where your card details are captured, your card will NOT be charged at the time of booking, however it will be charged in the event of a no-show or late cancellation. Cancellations between 48 and 24 hours of your appointment start time will be charged at 50% of the total appointment cost. Cancellations within 24 hours (or no-shows) will be charged at 100% of the total appointment cost.
Appointment reminders will be sent before your appointment so please contact us as early as possible to avoid your card being charged.
We reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non-refundable booking fee and will be retained in proportion to the above late cancellation charges (50% for cancellations between 48-24 hours and 100% for cancellations within 24 hours of your appointment start time).
If no booking fee or card capture is taken and you cancel within 48 hours, we reserve the right to ask for a late cancellation charge of 50% (or 100% if you cancel within 24 hours) of the total appointment cost, then payment in full in advance, to book any future appointments.
If you do not show for your appointment and haven’t contacted the
salon, you may be removed from the online booking system. Please contact us to
book a new appointment, we will require payment in full, in advance of any new
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 may cancel your appointment and apply the above terms as a no-show.
Allergy testing/Allergy alert testing
A skin patch test is required at least 48 hours before your treatment for all tinting, lash and some hair services. (if required for the treatment booked) You will also need to have a patch test if you have had covid-19. And then every 6 months dependant on the treatment.
Allergy alert testing is a questionnaire to determine weather a skin patch test is needed; this questionnaire will be part of every treatment where a skin patch test could be required. If the questionnaire informs the stylist/therapist you need a new skin patch test you will be offered an alternative treatment and will only be charged for the treatment you receive and not charged a late cancellation fee. However If you are informed that you need a skin patch test BEFORE your appointment and fail to arrive for this your appointment can be cancelled and you may be charged in accordance with the cancellation policy above.
*Please note that a skin patch test is only for determining initial irritation reactions to products and does not guarantee similar results when applied to other areas of the body (including the face) or after continuous use. No reaction to a skin patch test is still not a guarantee that a reaction will not occur during or after the treatment, this is an informed risk that you choose to take when undergoing any treatment.
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 a member of staff 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. 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.
Please see our ‘Customer Complaints Policy’ below, for the full policy.
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/barbershop 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/barbershop, 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. 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, barber or beauty therapist if you prefer, although this may not be possible if the individual is self-employed. 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, 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 Email: firstname.lastname@example.org Website: www.nhf.info/complaints
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.
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.
Please note for retail sales we only delivery to the UK mainland. All products will be shipped within 4 days of receiving the order. They will be posted by Royal Mail 1st class. Free delivery. We take no responsibility for items lost in the post. We do not offer returns or refunds on products.
All of our Terms and Conditions are subject to change at any time and are at the discretion of management.
We keep these terms and conditions under regular review, this was last updated on 1 April 2021
The Sunrooms Tanning, Hair & Beauty is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
The Sunrooms Tanning, Hair & Beauty may change this policy from time to time by updating this page. You should check this page regularly to ensure that you are happy with any changes. This policy is effective from 25/05/18 and includes the new requirements of the GDPR.
What we collect
The personal information we collect might include your name, address, postcode, phone numbers, email address, IP address, and information regarding what pages are accessed and when. We will not collect, store or process data that is labelled as sensitive under GDPR.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect on-line.
Transfer of personal data outside of the EU
There may be occasions where data may be transferred outside of the EU for storage or processing (e.g. bulk email providers). Where necessary, we will take steps to ensure that there are adequate safeguards in place to protect your personal data.
A cookie is a small file which is placed on your computer’s hard drive which helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual enabling it to tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. For more information and a guide to deleting and controlling cookies, please refer to aboutcookies.org, provided by international law firm Pinsent Masons.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and helps us to identify ways to improve our website in order to tailor it better to our customer needs. We only use this information for statistical analysis purposes.
Overall, cookies help us provide you with a better and more usable website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may however limit some functionality and prevent you from taking full advantage of the website. For details on how to do this, please refer to aboutcookies.org, provided by international law firm Pinsent Masons.
We use Google Analytics to collect data on how our users are using our website and their demographics (age, gender) and interests which enables us to evaluate how our users’ behaviour varies by demographics and interests in order that we can improve our website content, marketing and services for our clients. The information generated by the cookies about your use of our website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf. Google undertakes not to associate your IP address with any other data held by Google.
The Google Analytics features we implement may be based on Display Advertising (e.g. Remarketing, Google Display Network Impression Reporting, the DoubleClick Campaign Manager integration, or Google Analytics Demographics and Interest Reporting).
Users can opt-out of Google Analytics for Display Advertising and customize Google Display Network ads using the Ads Settings. If you prefer that Google Analytics does not collect any data from you when you visit a website that has it incorporated, information for opting out can be found on Google Analytics’ currently available opt-outs for the web.
You may request details of personal information which we hold about you under the GDPR (previously the Data Protection Act 1998). If you would like a copy of the information held on you please email us at email@example.com.