Terms & Conditions
By making an appointment with us you are agreeing to these terms & conditions.
The preferred way to book an appointment with us is through our online booking system.
We do not have a manned reception, so phone calls, voicemails, emails, texts and social media messages won't be responded to straight away. We do endeavour to respond to messages ASAP, normally within 24 hours.
Advanced booking is always recommended as we get very busy, especially at evenings, weekends, summertime & Christmas, and can't always accommodate last minute appointments, so please plan ahead.
Our easy to navigate online booking system lets you book up to 6 months in advance, and cancel/rearrange appointments up to 48 hours before you're scheduled to arrive.
Our booking system uses Card Capture technology. This keeps your card details completely safe (we can't see them) but it does mean if you, the client, fails to adhere to our cancellation policy your card can automatically be charged a missed appointment fee. See "CANCELLATION & NO SHOW POLICY" below for details.
New clients will be contacted soon after making the booking to secure the appointment with a 50% non-refundable booking fee which will be redeemable against the treatment cost at checkout. (The time frame given to pay this fee is at the therapist booked's discretion).
The booking system will send you a confirmation email once we have confirmed the appointment manually.
You will also receive booking reminders via email and text message 48 hours before your appointment, giving you a 24 hour window to cancel/rearrange before the cancellation policy comes into play (see below).
CANCELLATION & NO SHOW POLICY
A 24 hour notice period is required to cancel any bookings. 48 hours notice is preferred where possible.
Failure to cancel before 24 hours of your appointment will result in a 50% charge.
However, if we manage to fill the appointment slot with another booking you will not be charged.
No show appointments will require a 50% charge for the missed appointment, and also a 50% non-refundable fee for any future bookings (the time frame given to pay this fee is at the therapist booked's discretion).
"Repeat offenders" may be asked to pay a non-refundable booking fee to secure all appointments.
If we have a card on file for you, this will be automatically charged.
If you are late for your appointment we will try our best to still perform the full treatment in the time remaining.
However, sometimes this is not always possible. It has a negative knock on effect on other clients for the rest of the day. Therefore your treatment will be shortened accordingly, but will still be charged at the full price.
We have the right to refuse service if we don't think it is possible to perform adequate treatment in the time remaining, but full payment will still be due.
We try to stick to our schedule and stay on time as much as possible. However, sometimes things happen out of our control. If we are running late for your appointment we will try and let you know where possible. Please bear in mind it is not always possible to let you know if we are running late as we are with a client and working hard to catch up.
Rest assured, when the therapist is running late your full treatment will still be carried out.
All the therapists at Joli are self employed and therefore in charge of taking their own payments.
Millie, Lorna & Sophie take cash and bank transfer direct to them only.
Jo accepts cash, bank transfer or card payments for retail products, vouchers & appointments.
We expect prompt payment before leaving the premises.
RIGHT TO REFUSE SERVICE
We have the right to refuse service to any client.
You may be declined service if you are - Too late for your appointment. Rude to staff. Excessively late. Repeat no show/last minute canceller. Intoxicated in anyway. Contra-indicated to treatment. Behave inappropriately. Don't follow our terms & conditions.
(including but not limited to the above reasons).
Anyone under the age of 18 MUST have signed parental consent, and a parent/guardian must be present at the initial appointment.
Some treatments are not allowed to be carried out on minors, even with parental consent due to manufacturers, training and insurance purposes.
If children are brought into the salon with you, they must be with you at all times and behave in an appropriate way for a salon environment. Not only are their other people trying to enjoy their relaxation time, there are many hazardous chemicals, and hot appliances in the salon environment. We will not be held responsible for any injury.
The clients personal belongings are their responsibility at all times. We will not be held responsible for any loss or damage while in our care.
PATCH TEST POLICY
Patch tests are required for tints, lash lifts, brow lamination (HD BrowSculpt), and sometimes Enzyme & Chemical Peels.
Patch tests must be carried out at least 48 hours prior to the treatment commencing.
There are no exceptions to this rule. Patch tests must be carried out by this salon for your safety.
Failure to come for a patch test will result in appointment cancellation.
If there has been an appointment lapse of 6 months or more, or your medical history (medication & health) has altered in any way, patch tests will need to be carried out again.
If you know you are particularly sensitive then please get in touch, we are happy to patch test for any product.
Vouchers have a 1 year expiry date and they cannot be used after this time. They are non-refundable. Please make sure you bring your voucher with you to your appointment.
We do not accept the responsibility for any lost vouchers.
Vouchers and Covid-19 - All Vouchers now have an extended expiry date of an additional 1 year due to forced lockdown closures.
Do not come into the salon if you are unwell.
We request that all guests to the salon wear a face covering over their mouth and nose at all times, apart from when told to remove it for treatment purposes.
Handwashing/sanitisation is compulsory on entering the building.
48 hours before your appointment you will be sent a reminder text containing a link. This link will take you to our secure booking system for you to fill in and read a COVID-19 Health Questionnaire, which also outlines our COVID-19 policies. This can also be found on the website here - COVID-19 policies & procedures..
Please do read the new salon rules so you are clear what is expected of you in this new situation.
Your COVID-19 Health Questionnaire is a legal requirement and MUST be filled in before your appointment.
Prices are subject to change. We can alter our pricing without forewarning. However, we will always aim to give at least one months notice of any changes occurring.
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.
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 the beauty therapist who originally carried out your service, apart from in extreme circumstances when an alternative therapist may be offered.
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
*We have the right to update these terms & conditions at any time without warning - last updated March 2021*