Salon
Policies

Booking in Advance

To ensure the best possible availability with your preferred stylist, we highly recommend booking your appointment well in advance. Our stylists' schedules tend to fill up quickly, particularly during peak periods, and early booking guarantees you the time that best suits your needs.

• For standard appointments, we suggest booking 3-4 weeks in advance.
• During the holiday season, we advise booking at least 8-10 weeks in advance.
• For wedding or special occasion services, we recommend securing your appointment 9-12 months in advance.

Deposits

A 50% deposit is required to confirm all appointments. This deposit will be deducted from the total cost of your service. The remaining balance will be due on the day of your appointment.

Payment Methods

Deposits can be made via card, bank transfer, or cash. Please note that card details are not stored and will only be processed at the time of booking.

In the event of three or more no-show appointments, we will require a 100% deposit for all future bookings.

Booking via Email or Message

When booking via email or message, any time slots offered will be held until the end of the business day. After this time, the slots will be released. Please confirm your booking before the end of the day to secure your appointment.

Cancellation or Rescheduling

In the unlikely event that we are unable to honor your booking due to unforeseen circumstances, we will notify you promptly using the contact details provided. We will make every effort to reschedule your appointment and may offer an alternative stylist, date, or time. Any deposits or payments already made will be fully refunded or transferred to the new appointment.

Right to Refuse Service

We reserve the right to refuse any booking or treatment at our discretion. If for any reason we are unable to accommodate your booking, you will be promptly informed and assisted with rescheduling.

Cancellations & Rescheduling

1. 48-Hour Notice: We kindly request that you provide us with more than 48 hours' notice if you need to cancel or reschedule your appointment. This gives us the opportunity to offer your appointment time to someone else.
2. Cancellations with Less than 48 Hours' Notice: If you cancel with less than 48 hours' notice, your deposit will be forfeited.
3. No Shows: If you fail to attend your appointment without prior notice, you will lose your deposit.
4. Rescheduling Within the 48-Hour Window: If you reschedule before the 48-hour cancellation window, your deposit can be refunded or transferred to the new appointment.

Late Arrivals

1. Late Policy: Please arrive at least 10 minutes before your scheduled appointment. Late arrivals may result in a shortened service or rescheduled appointment, and late fees may apply.
2. No Show/No Reschedule: If you are more than 15 minutes late, we may not be able to honor your appointment, and a no-show fee will apply.

How to Cancel or Reschedule

• By Phone: Call us at 01256 356676 to cancel or reschedule your appointment.
• By Email: Send an email to [email protected] for cancellations or rescheduling.
• We recommend calling if your cancellation or rescheduling is urgent, especially if it's within 48 hours of your appointment.

Emergency Cancellations

If you experience an emergency or unforeseen situation that prevents you from attending your appointment, please let us know as soon as possible. We will do our best to accommodate your needs and may waive cancellation fees on a case-by-case basis.

1. Introduction

At Obsessive Hair, we pride ourselves on delivering high-quality hair and beauty services in a professional, friendly environment. However, we understand that from time to time, things may not go as expected. If this happens, we want to hear from you so we can resolve the issue promptly and fairly.

This policy sets out how clients can raise concerns or complaints, how we handle them, and what you can expect from us in response.

2. Our Commitment to You

• We take all complaints seriously.
• We treat all clients with courtesy, respect, and professionalism.
• We aim to resolve complaints quickly, fairly, and confidentially.
• Where appropriate, we will offer a suitable remedy, in line with your consumer rights.
• We use complaints as an opportunity to improve our services.

3. How to Make a Complaint

If you are dissatisfied with any part of your service, please raise your concern as soon as possible using one of the following methods:

4. Timeframes for Handling Complaints

We aim to respond to all complaints promptly:

• Acknowledgement: Within 2 working days
• Investigation completed: Within 7 working days
• Final resolution offered: Within 10 working days

If the matter is more complex and requires more time, we will keep you informed of progress and expected timeframes.

5. What to Expect After Making a Complaint

Once we receive your complaint:

1. It will be logged and assigned to the salon manager or a senior team member.
2. We may contact you for further information.
3. After reviewing all details, we will provide a written or verbal response including:
   • What we found
   • What action we are taking
   • Any resolution offered

6. Possible Remedies

If your complaint is upheld, we may offer one or more of the following, depending on the nature of the issue:

• A sincere apology
• A complimentary corrective service
• A partial or full refund
• A credit note or voucher toward future services

All remedies will be in line with the Consumer Rights Act 2015.

7. Escalating a Complaint

If you are unhappy with the outcome of your complaint, you may escalate it to:

Elizabeth Parker

Email: [email protected]

Phone: 01256 356676

You may also seek advice from:

• Citizens Advice – www.citizensadvice.org.uk
• Hair and Beauty Industry Authority (HABIA) – www.habia.org
• Alternative Dispute Resolution (ADR) services

8. Confidentiality and Data Protection

All complaints are handled in accordance with UK data protection laws (GDPR). Your personal information will be kept confidential and only used for the purpose of resolving your complaint.

9. Social Media & Public Complaints

At Obsessive Hair, we strive to resolve all concerns fairly and respectfully. To help us do this, we kindly ask clients to raise any issues directly with us using our formal complaints process (see Section 3).

We do not handle complaints through social media (e.g., Instagram, Facebook, TikTok), including DMs, comments, or posts. Please Avoid Public Complaints or Negative Posts.

We respectfully request that clients do not post negative or critical comments about the salon, our team, or services on social media before giving us a chance to resolve the issue privately and professionally.

Making false or damaging statements online about a business or individual can, in some cases, be considered defamatory (libel) and may have legal consequences.

• Social media is not a confidential or accurate space for resolving service issues.
• Formal complaints allow us to investigate thoroughly and respond fairly.
• We are committed to resolving genuine concerns to your satisfaction.

If you’re unhappy for any reason, please contact us directly — we are here to help.

10. Feedback Welcome

We always welcome feedback – whether positive or constructive. It helps us grow and serve you better. Thank you for choosing Obsessive Hair.

Introduction

Welcome to Obsessive Hair Salon. By booking a service with us, you agree to the following Terms and Conditions. Please read carefully, as these policies outline how we handle bookings, deposits, payments, and cancellations, to ensure a smooth and pleasant experience for you.

Services Provided

Hair Extensions: We specialise in a wide range of hair extension services, including:

• Tape-in, Weave & Nano.
• Customisation, blending, and colour matching.
• Aftercare advice and maintenance recommendations.

Consultations: All clients must undergo a consultation before booking hair extensions to ensure the best match for their hair type, colour, and desired look. Consultations are complimentary.

Booking an Appointment

How to Book: To book an appointment, please contact us by phone at 01256 356676 or email [email protected]. We also accept online bookings via our social media.

Booking in Advance: We recommend booking your appointment well in advance, especially during peak periods. For the best availability with your preferred stylist:

• 3-4 weeks in advance is recommended.
• 8-10 weeks in advance for holiday season appointments.
• 9-12 months in advance for wedding or special occasion bookings.

Appointment Confirmation: Once your appointment is confirmed, you will receive a confirmation via phone, social media message or email. If you do not receive a confirmation, please follow up to ensure your booking is secured.

Deposit: A 50% deposit is required to secure your booking. The deposit will be deducted from the total cost of your service. Deposits can be paid by card, bank transfer, or cash. Card details will be processed at the time of booking but will not be stored. In the event of three or more no-show instances, a 100% deposit will be required for future appointments. Bookings are confirmed once 50% deposit is received.

Pricing

Service Prices: Prices for services are available on our website and may vary depending on the type of service, the length of hair, and the complexity of the work. Final pricing will be discussed during your consultation.

Payment: Full payment is due at the time of service, after the service is completed. We accept cash, credit, and debit cards.

Client Responsibilities

Arrival Time: Please arrive on time for your scheduled appointment. Late arrivals may result in a shortened service or rescheduling, and cancellation fees may apply (see Cancellation Policy).

Hair Preparation: Please ensure your hair is clean and dry prior to your appointment for the best results. Failure to do so may incur additional charges or may result in the need to reschedule.

Health Information: It is important that you inform us of any allergies, sensitivities, or health conditions that could impact the services we provide.

Aftercare

Aftercare Products: For the longevity of your hair extensions, we recommend using specific aftercare products. These can be purchased from the salon or recommended by your stylist.

Maintenance: Hair extensions require periodic maintenance. We recommend follow-up appointments every 6-8 weeks to ensure they remain in good condition.

Cancellation Policy

We understand that life can be unpredictable and that schedules may change. If you are unable to attend your appointment, we kindly ask that you notify us as soon as possible—preferably more than 48 hours in advance. This allows us to reallocate your time slot and helps us accommodate other clients who may be waiting for an appointment.

Cancellations with Less than 48 Hours' Notice: If you cancel your appointment with less than 48 hours' notice, your deposit will be forfeited.

No Shows: Failure to attend your appointment without prior notice will result in the loss of your deposit.

Rescheduling Before the 48-Hour Window: If you reschedule your appointment more than 48 hours in advance, your deposit can either be refunded or transferred to the new appointment.

High Demand: We often experience high demand, especially during peak seasons. We appreciate your understanding, as it can be challenging to accommodate everyone on short notice. We will do our best to reschedule you at the next available opportunity.

Liability

Hair Damage: While we take every care to ensure the health of your natural hair, we are not responsible for any damage that may occur due to improper aftercare or neglect of aftercare instructions.

Service Satisfaction: If you are unsatisfied with the service you received, please contact us within 7 days so we can address your concerns.

Privacy & Data Protection

Your personal information is important to us. We will keep your details confidential and only use them to facilitate your appointment and communication. We will not share your information with third parties without your consent.

Changes to Terms

We reserve the right to amend these Terms & Conditions at any time. Any changes will be communicated on our website, and your continued use of our services constitutes your agreement to these updates.