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 

Cancellations / Booking Fee

In the last twelve months, our cancellation rate has doubled and, as a small business, we simply can not afford to continue losing appointments at this level. 

We have therefore introduced a booking fee to minimise clients not showing up or cancelling at short notice. This enables more of our clients to have an appointment and increases our client capacity.

Your booking fee will be retained by the salon should you choose to cancel or move your appointment with less than 48 hours' notice. If you move or cancel your appointment with more than 48 hours' notice your booking fee will be held on your account for when you next book your appointment.

When you book your appointment, we will take a booking fee of 25% of the total bill, with a minimum of £5 booking fee for any appointment under £20. Your booking fee secures your appointment and is NON-REFUNDABLE. However, the amount will be deducted when you come to pay for your service or treatment. 

New clients who require a hair colour appointment will be asked to pay a booking fee of 50% of the total bill.  Appointments can only be moved with at least 48 hours' notice. If you fail to give less than 48 hours' notice, you will lose your booking fee.

If you rebook your appointment the same booking fee policy will still apply.

Please note: We need to receive at least 48 hours' notice over the telephone.  Do not send us an email, Facebook or Instagram message as we can not constantly monitor these channels. 

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 reception@gotthards.biz 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.

If you are unhappy, please tell a member of our team that you are 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 8 weeks.

If you have already left the salon / barbershop, do not go to another salon because we need 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 where we will discuss your complaint in private.

Where we think your complaint is reasonable, we will redo the part or all of the service or treatment again as soon as possible, free of charge. The work will be carried out by a different stylist or barber, 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.

If, after following our complaints policy we still cannot agree on how to resolve the complaint to your satisfaction, as required by the Consumer Rights Act 2015 we will refer you to a certified alternative dispute resolution provider, Small Claims Mediation Ltd. This independent third party will listen to both sides and help us both work towards a fair and reasonable compromise which, if agreed, becomes legally binding. It is a cheaper alternative for you than taking legal action.

We will participate in a one-hour session at a mutual time to be agreed with Small Claims Mediation Ltd. Please note there is a charge of £50+VAT for the salon and £50+VAT for you as the client.

Small Claims Mediation Ltd can be contacted by phone on 0116 284 8100 or via email at admin@small-claims-mediation.co.uk