Cancellation and Refund Policy – Salon Terms and Conditions

Key details

Please be aware that by making an appointment you acknowledge and agree and abide by these terms and conditions.

The Haven reserves the right to cancel delay, shorten or change treatments where reasonably necessary due to the effects of any provisions below.

Booking appointments
Pre-booking your appointments at The Haven is essential. To avoid disappointment, we recommend you book your appointment in advance by telephoning.

Please arrive at your appointment on time. If you are running late for any reason, please let us know as soon as possible. Please be aware that we may be unable to honour your appointment or may have to do reduce your treatment time if this occurs.

If you need to cancel your appointment, please contact us at least 24 hours in advance. Please do this via leaving a clear message on our answer machine system. We operate a waiting list at The Haven and this gives other clients the opportunity to book. Any cancellations with less than 24 hours notice will be charged 50% of the treament booked.

Refund Policy – Products
We cannot give refunds on any products due to personal hygiene and health and safety reasons. If there is a fault with the product, we will send it back to the supplier for review.

Refund Policy – Services
All of our treatments are carried out by qualified and professional therapists. If you have had a treatment that you are unsatisfied with, please bring it to the attention to the therapist or a manager and follow the complaint procedure (detailed below). We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible.

Complaints Procedure
It is our objective to ensure that every client is delighted with the services and experience at The Haven. However, we recognise that on occasion things can go wrong. If this does happen we will try to ensure that we out things right at the earliest opportunity. This procedure advises how to bring things to our attention if you are unhappy with the service you received.

We will ensure that all complaints are followed through, documented and when appropriate, action taken to prevent a reoccurrence. The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.

All complaints need to be documented in writing via email Please provide as much detail as possible, including details of your treatment, date, time and nature of your complaint. Your complaining will be assessed and we aim to get back to you within 48 working day hours of receiving your complaint in writing.

We realise that sometimes as sudden illness can prevent you from giving 24 hours cancellation continue. In this instance, you will only be charged 50% of your total service.

For health and safety reasons, we ask that if you have to bring children along to your appointment that they are closely supervised and kept occupied during your time in the salon.

Client Questionnaire and Health Conditions
All new clients will be requested to complete client cards relevant to the treatments, before our therapists can perform any treatments on you. Failure to do so will result in us refusing to perform your treatments. Please advise us of any health conditions, allergies, or injuries which may affect us carrying out your treatment.

It is your responsibility to let us know of any change in circumstances before your treatment goes ahead. We also reserve the right to ask you to complete an up to date form every six months, so that we can update our records.

Up to date patch tests must be undertaken prior to any eyelash/eyebrow tint, permanent make up and self tanning treatments, or if you haven’t been to us in over six months, as patch test must be re taken. Refusal or failure to do so, will result in The Haven refusing to carry out your treatment.

Age Restrictions
You must be 18 or over to receive treatments with us, or have signed parental consent

Please note that it is illegal to smoke anywhere in the Salon.

Data Security
Personal details taken from clients during consultation procedures will be kept safe and in the strictest confidence. We would, on occasion like to send you details of open evenings and special promotions. If you would rather not receive these please let us know.

Mobile Phones
In the interest of comfort of all our clients, please refrain from talking on a mobile phone and ensure it is switched off, or on silent, for the full duration of your time at the salon.

Loss or Damage of Personal Property
Please keep your personal belongings with you at all times and leave valuables at home.

Therapist/ Staff Illness
Unfortunately, we may have to cancel or reschedule your appointment due to therapist/staff illnessand emergency. We will notify you as soon as possible if this were to happen by calling you or by email..

Treatment Courses
Some treatments can be purchased in courses, however the full amount must be paid at the beginning of the course. Please note that we do not offer refund on any treatment or products. We are happy to exchange it for another treatment or offer you a credit note, depending on the circumstances. The only exception to this is serious or long term illness, confirmed by a medical certificate.

While we endeavour to keep our website and price lists updates, treatment prices are subject to change without warning.

Thank you for your understanding and cooperation.