Due to the close contact of our team and clients, we are still very aware of the fact that the virus, or any airborne illness, will travel and spread in the salon environment. With this in mind, if your are experiencing any symptoms listed on the GOV.UK website, you must cancel your appointment and rearrange for 5 + days after symptoms started. If you are experiencing any sickness bug symptoms, you will be required to rearrange your appointment from when the symptoms finish. This kind of illness spreads through the salon among our team and the other visitors and families.
Your appointments are very important to the Antidote Hair team.
Whilst we understand that sometimes changes are necessary we respectfully ask that all guests give at least 24 hours notice for change of appointment. Those who have not had a creative colour service with us will be required to pay a 50% non-refundable deposit to secure your appointment. This deposit will be used as part payment towards your service and non-refundable if you cancel your appointment within 24 hours of the appointment time.
Should we be unable to fulfil your service or need to reschedule your appointment your deposit will be transferred to your next appointment.
Our cancellation policy is strictly 24 hours’ for all guests. If we don’t receive 24 hours’ notice to cancel your appointment, then we may miss the opportunity to fill the space and guests on our waiting list will miss the chance to come and see us. If we don’t receive 24 hours’ notice to cancel your appointment, then unfortunately we need to make a 50% charge for this missed appointment.
A 50% charge will also be made for no-show appointments.
All returning guests who failed to attend an appointment will have to pay their outstanding balance and pre-pay 50% for their next appointment. We completely understand that things can happen at the last minute and can assure you that we will be sympathetic.
Guests who have not had a cut or colour service before, or have not had a colour service for over 6 months at Antidote Hair Ltd, must make arrangements for a complimentary consultation to be booked which will include a skin allergy test. This is to ensure you and your stylist can talk through what you would like us to achieve for you. Allergy tests must take place no later than 48 hours’ before a colour service appointment. A 50% non-refundable booking deposit will be requested to secure your appointment. This deposit will be used as part payment towards your service and non-refundable if you cancel within 24 hours’ of your appointment or no-show. Your deposit is to secure hairdressing services and can’t be used towards retail purchases.
For large group bookings a 50% deposit is required. This deposit will be used as part payment towards your service and non-refundable if you cancel within 48 hours’ of your appointment or no-show.
Recommend a friend rewards are only eligible 3 months after recommendation has been made, and only redeemable towards services over £35.
All creative colour and extension appointments are subject to a thorough consultation by the stylist who will be performing the service. An agreement will be signed by both yourself and the stylist.
We periodically run offers throughout the year. These offers differ each time, and are varied across all our platforms for market research purposes. Please be aware, each offer comes with its own terms and conditions, but they will all run with a code to give in salon when booking or paying, and they will not be used in conjunction with any other offer. We have the right to refuse the offer if it costs us more than anticipated. All offers are subject to newly booked appointments, they will not be taken for pre-booked appointments, unless it is an in salon offer that we are promoting. All offers are subject to stylists and day availability. Check out the individual offer t's & c's when they are posted.
CUSTOMER COMPLAINTS POLICY
Our priority is for you to be completely satisfied with the service you receive from us. We do 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 your stylist that you are unhappy with the service you have received, either while you are in the salon or within 7 working days 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, don't go to another salon as we have the right to see exactly what the service 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 with the owner or manager.
Where we think your complaint is reasonable, we will redo a part or all of the service again as soon as possible, free of charge. The work will be done by a different stylist, if you prefer.
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.
Alternate Dispute Resolution is also available if there is no agreement to be made, at a cost to the client and the salon. Visit nhf.info/complaints for more information.
Our team will not tolerate rudeness/inappropriate behaviour/bullying/harassment/victimisation/discrimination of any kind.
We have the right to refuse service.