Salon Policies & Procedures

Cancellation & Non Refundable payment Policy

Lateness, Cancellations and No-Shows have a huge impact on the running of our salon. Our diary is tight and an appointment running over by 15 minutes or someone not turning up creates a knock-on effect to our productivity, morale and client experience. We have a strict policy in place to protect our business, team and customers and communication is key so we also adhere to our terms.

We take a £10 non refundable payment at time of booking to secure your booking. We require a minimum of 24hrs notice to cancel or move your appointment. Failure to cancel out with 24hrs or not turn up, will result in this payment being lost. If you cancel out with 24hrs notice, your non refundable payment will be added to your credit account to be used at a later date. We have dedicated that time and space for you to enjoy and may have turned other clients away, so please be curious and contact us as soon as you are aware that you are no longer able to attend.

Client Lateness

We cannot guarantee the service that has been booked to anyone who is over 10 minutes late and, in some instances, may not be able to honour the appointment at all, although we will try our best to fit you in. Please call us as soon as you know you will be late so we can do our very best to accommodate you.

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Under 10 Minutes

Service may be subject to change

Over 10 Minutes

Service will be subject to change; if you forfeit your appointment then you'll be charged 50% fee

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Client Cancellations

24+ hours notice No Fee

Less than 24hrs Notice      50% of appointment charged

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Client No Show

No Contact/Notice              50% of Pre-Booked Appointment Cost 

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REPEAT OFFENDERS

If you have no-showed more than twice then you will be charged 50% of pre-booked appointment cost, pre-pay all future appointments and receive a 3 month online booking ban.

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Fix Appointments

Please note that although we offer a 7 day free fix policy (see fix policy) you must still pre-book this appointment. Lateness & Cancellation Policy still applies to Fix Appointments.

Patch test policy

All tinting, henna and lash lift treatment MUST be patch tested at least 24hrs prior to appointment. If you haven’t had a test/treatment done by us within the last 6 months, then you will need to be tested. Failure to do so will result in your appointment being cancelled and you may still be charged if adequate notice isn’t given. Please see our cancellation policy for details.

Age Limits

We cater for most ages within the salon. Under 16s MUST have an accompanying adult present. No tinting, lash treatments or nail extensions can be performed on anyone under the age of 16. We do ask that if you need to bring your children with you to appointments (we understand that sometimes it can’t be helped) that they are able to sit and stay relatively quiet for the full duration of your appointment. Other clients may be in the salon to relax.

Gift Vouchers

Gift vouchers are valid for a period of 12 months from the date of purchase. Vouchers are not extendable and once passed their expiry date they will no longer be valid. If unforeseen circumstances have arisen, please feel free to contact bajolobeauty@gmail.com for more information.

Online Booking

When booking through our online system, you will be asked to pay a NON REFUNDABLE payment to secure the booking.  We do not store card details on our system and any problems with payments should be taken up with our card provider, Square. 

Complaints

We take our clients happiness and experience very seriously and always endeavour to give you the best experience possible. If you feel we have not met your expectations, we would like the opportunity to resolve this. 

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 at bajolobeauty@gmail.com

Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact complaint.

Your complaint will be assessed and we aim to reply to you within 48 hours of receiving your complaint in writing.

We try our best to resolve any complaints within 4 weeks.  If you have already left the salon, do not go to another salon as we have the right to see exactly what the service or treatment you have received from us looks like. If you alter your service/treatment elsewhere, we will not be able to rectify any problems and will be unable to offer any sort of resolution.

Refunds/Exchanges

Products - We cannot give refunds on any products sold to due to personal hygiene and health and safety reasons. If there is a fault with the product we can send back to the manufacturer for review.

Treatments - Our treatments are carried out by a qualified therapist. If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist and follow the complaints 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.

THERAPIST/STAFF ILLNESS

Unfortunately we may have to cancel your appointments due to therapist/staff illness and emergency. In the case that we cannot reschedule your appointment in the same day we will have to cancel your appointment and rebook you for another day. We will notify you as soon as we can if we need to cancel your appointment.

PRICING

While we endeavour to keep our website and price lists updated, treatments and prices are subject to change without warning. All prices are inclusive of VAT at 20%. Thank you for your understanding.

Behaviour

Inappropriate or aggressive behaviour towards staff will not be tolerated at any time. Doing so will result in a ban from the salon and no further appointments will be made. In certain circumstances, if we deem reasonable, we will contact the police.