Terms and Conditions

Salon-M, Deposits and Pre Payment

At Salon-M hairdressers on the Wirral we like to be a bit different, a bit rebellious and have a lot of giggles.  It’s what makes our Wallasey hairdressing salon such a vibrant, fun place to be.  Therefore we’re really sorry that we’re about to get all serious with some terms and conditions.   As we are a small independent business we hope you understand that the terms and conditions are here to protect us and to protect you too!

Deposits protect us as a business but they also ensure that our valued clients keep up to date with their haircare regime.  You’re less likely to miss an appointment if you’ve paid a deposit and so therefore we’re helping make sure you continue to look and feel amazing!

Deposits and Pre-Payment at Salon-M

Deposits and pre payment can be taken over the phone by card or in person at Salon-M.

Hair Colour Services – £20 non refundable deposit

Late Deals – Full payment required at time of booking a Late Deal.  Late deals are limited and appointments cannot be rescheduled once the late deal has expired.

Why does Salon-M take deposits?

1. We understand and appreciate the busy stresses and strains of modern life which has led to a rise in the number of no-shows at our salon.  Every no show is a double loss to our business; we lose your hair appointment and in not knowing whether you’re going to turn up, we lose the chance to fill that appointment and help make someone else look and feel fabulous.

2. Keeping up to date with the very latest hair and beauty products, technology and techniques is a constant investment for a forward thinking, innovative salon like Salon-M.  The time and money spent on consistent on-going training for our talented team is a price worth paying when we see our valued clients benefit from our signature stunning services.

3. We’re worth it – honest!


Complaints Policy

Any complaint made to Salon-M will be taken very seriously and we aim to resolve any complaint made as quickly as possible.

We offer customers two weeks from the date of their appointment, to contact us with any concerns which we will rectify within the two week period – NO QUESTIONS ASKED – NO CHARGE.

For example, if a customer is unsatisfied for any reason with a chemical service, then we will change or modify that service within two weeks of the original appointment. 

Any complaint made after this time will be classed as a second level complaint instead of a priority complaint and will be dealt with at the Managers discretion. 

Second level complaints may be subject to the customer paying for additional services to rectify any concerns.

PROCEDURE

A complaint will be recorded in a complaints file, along with contact details.  This will then be passed onto a senior member of staff who will contact you within 24 hours to hopefully start to resolve your complaint.  In some cases, an investigation may be necessary, but you will be informed at all stages how your complaint is being handled.

Please be assured that all complaints will be dealt with as professionally and quickly as possible.

Salon-M prides itself on being proactive when dealing with any customer complaints.

REFUNDS

In extreme cases –  when a resolution cannot be agreed – then we are happy to offer Full Refund, but only once the client has attended an assessment appointment with the original stylist who carried out the services in dispute. We ask that you be patient as it is sometimes difficult to bring that particular stylist in at a moments notice – but we would reasonably expect this to happen within 48 hours.

After this appointment, a free correctional session will be offered but a full/partial refund will only be considered after Salon-M being given the chance to rectify any problems.

The correctional session is essential as a mediation between client and stylist, to try to understand what went wrong – whether a misunderstanding or training needs for particular members of staff.

If the customer is not willing to attend this assessment for any reason then we CANNOT refund and only a credit note will be issued for the original amount of the services.

Salon-M asks this because we think it is reasonable to hear from both parties before any refund is given so that we may be aware of any staff training issues or disciplinary measures that might need to be taken to stop this happening again.