We will do our best not to cancel or re-arrange your appointments and to run to time. We really appreciate you doing the same.
Please give us at least 48 hours’ notice, otherwise a cancellation fee of 50% of the cost of your service or treatment will be charged.
If required and for online bookings we will take your payment details at the time of booking an appointment with us.
It is very difficult to fill appointments at short notice, but if we do we will not charge you a cancellation fee.
If you need to cancel, please give us a call or use our online booking system. Please don’t text, email or put a message on social media.
A deposit of 25% of the cost of your service or treatment will be charged if you:
The deposit will be taken when you book your appointment and will be taken off your bill when you pay for the service or treatment you have received. The deposit will be kept on your Yume account for your next appointment if you cancel, as long as you give us at least 48 hours’ notice.
If you give us less than 48 hours’ notice but we are able to fill the appointment, we will put it towards the cost of your next appointment.
Before we take your payment details to cover a cancellation charge or a deposit or advance payment, we will confirm:
We will take payment in full at the time of booking:
In case of a late cancellation or no-show, we will keep an amount of the advance payment that genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.
If we are able to fill your slot, we will only keep an amount of the advance payment which covers our costs of finding another client.
If you are running late, we will do our best to fit you in, but we may not be able to provide the full service or treatment.
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 or as soon as possible after leaving. Calmly and clearly explain the problem. Alternately email the salon manager.
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, 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.
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 a different stylist, if you prefer, and if possible.
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