Policies At Peter Gotthard Hairdressing Salon In Harrogate
Dear guests,
In order to ensure the smooth running of our business, we kindly ask that all guests read and follow the following policies. We look forward to your continued business and support in what are challenging times for small businesses.
We want to ensure we offer you the best possible service and that, in doing so, we make sure our salon is still open for you this time next year.
Kind regards,
Patrick & Cheryl
Cancellation & Booking Policy
To protect appointment availability and reduce last-minute cancellations, all bookings require a booking fee.
Booking Fee
- A booking fee of 50% of your service cost is required when booking
- The booking fee is deducted from your final bill on the day of your appointment
Changing or Cancelling Your Appointment
- We require at least 48 hours notice to move or cancel an appointment
- If less than 48 hours notice is given then your booking fee will be lost
Late Cancellations & No Shows
- Appointments not cancelled within 4 hours will be charged the full appointment cost
- Failure to attend your appointment may result in the remaining balance being charged
How to Cancel
Cancellation or changes can be made by telephone 01423 504301 via email to [email protected] or reply to our text reminders.
Skin Testing Policy
Peter Gotthard Hairdressing is a colour responsible salon which has measures in place to ensure safety and peace of mind of our clients and colourists when it comes to colouring your hair.
If you have coloured your hair with a home colour kit, or you have not had your hair coloured in our salon in the last 6 months, we will need to send you an Allergy Alert Test to make sure you are not allergic to any of the products we use. Simply email us at [email protected] and we will post one out to you, or you can call into the salon.
You will need to carry out the Allergy Alert Test (also known as a skin test or patch test) 48 hours prior to your colour appointment.
Please note: We can only colour hair if you are aged 16+.
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.
Complaints 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: [email protected]
Website: www. nhbf.co.uk /complaints