Stone Hairdressing Booking, Cancellation & Complaints Policy
Booking Deposits
To secure your appointment, we require a 25% deposit at the time of booking.
Your deposit will be deducted from your final bill when you pay for your service or treatment.
Deposits are fully refundable if you cancel your appointment with at least 48 hours' notice. If a service or treatment is unsuitable for you or cannot be carried out for any reason, your deposit will also be refunded in full.
Please note that if you cancel your appointment online, your deposit will not be refunded automatically. Please contact the salon directly and a member of our reception team will arrange your refund.
Appointment Cancellations & No Shows
We understand that sometimes plans change. If you need to cancel or rearrange your appointment, we kindly ask that you give us at least 48 hours' notice.
Cancellations made with less than 48 hours' notice will incur a 25% cancellation fee.
Appointments missed without prior notice will incur a 25% no-show fee.
To cancel or amend your appointment, please telephone the salon or use our online booking system. Unfortunately, we are unable to accept appointment cancellations via email, text message or social media.
Please note: If you cancel your appointment online, you will not automatically receive your deposit back. You need to call the salon and our receptionist team will refund the deposit for you.
Our Commitment
At Stone Hairdressing, we are committed to providing every client with a high standard of service and customer care. We value your feedback and take all concerns seriously. If you are unhappy with any aspect of your visit, we will do our best to resolve the issue fairly, professionally and promptly.
Reporting a Concern
If you are dissatisfied with your hair service, we ask that you contact us as soon as possible and within 7 days of your appointment.
Concerns can be raised:
In person at the salon
By telephone
By email
When contacting us, please provide:
Your full name
Appointment date
Stylist's name
A description of your concern
Recent photographs of your hair, where appropriate
Assessment of Your Concern
Before any refund or compensation can be considered, Stone Hairdressing reserves the right to assess your hair and the service provided.
Clients must allow us the opportunity to inspect their hair and discuss the concern in person. This enables us to fully understand the issue and determine the most appropriate resolution.
Corrective Services
Where it is determined that the service has not met the agreed consultation or our professional standards, we will offer a corrective appointment at no additional charge.
Corrective services may be carried out by:
The original stylist; or
Another stylist chosen by salon management.
We will make every reasonable effort to schedule corrective work as promptly as possible.
Refund Policy
As hairdressing services are professional services rather than retail products, refunds are not automatically available simply because a client is dissatisfied with the result.
Refunds will only be considered after:
The salon has had the opportunity to assess the hair.
A reasonable opportunity has been given to correct the service, where appropriate.
Management has reviewed all relevant information.
Refund requests may be declined where:
The client refuses a reasonable offer of corrective work.
The concern relates to a change of preference after the service has been completed.
The result reflects what was agreed during the consultation.
The hair has been altered by another salon before assessment by Stone Hairdressing.
Exclusions
Stone Hairdressing cannot accept responsibility for results affected by:
Failure to disclose previous colour history or chemical treatments.
Failure to follow the aftercare advice provided.
Services carried out by another salon after the appointment.
Changes made to the hair by the client following the service.
Retail Products
Retail products purchased from the salon may be exchanged or refunded within 14 days of purchase if they are unused, unopened and accompanied by proof of purchase.
This policy does not affect your statutory consumer rights.
Our Resolution Process
We aim to:
Acknowledge complaints within 3 working days.
Investigate all concerns fairly and professionally.
Keep you informed throughout the process.
Offer an appropriate resolution as quickly as possible.
Treat every client with courtesy and respect throughout the process.
Our goal is always to achieve a fair outcome and maintain the trust and confidence of our clients. Every complaint is reviewed on a case-by-case basis, taking into account the consultation, the service provided and all relevant information.
