Salon Policies

CANCELLATIONS OR NO-SHOWS AT YUME SALONS

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.

YUME CANCELLATION POLICY

We understand that sometimes you may have to cancel an appointment. 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.

NON-REFUNDABLE BOOKING FEE AT YUME SALONS

Non-refundable booking fee - minimum of 50% of the cost of the service will be charged at time of booking.

Some of the reasons we as a company require this is if you:

  • missed your last appointment with us; or
  • are a new client; or
  • are booking online; or
  • are booking for an appointment lasting more than two hours, such as hair colour or for a series of appointments.
  • are booking an appointment at The Uni Salon; or
  • booking during the pandemic; or
  • are booking a wedding appointment

The booking fee will remain as credit on your account and will be taken off your bill when you attend your appointment.

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 however if your appointment does not get refilled, your booking-fee becomes the cancelation fee. This genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.

PAYMENT DETAILS

Before we take your payment details to cover a cancellation charge or to pay a booking-fee, we will confirm:

  • The service or treatment you have booked
  • The salon and stylist that you have booked
  • If asked, the total price of the service or treatment booked or how the price will be calculated if an exact price cannot be given
  • The time and date of the appointment

KEEPING TO TIME

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, as we would usually be expecting another client straight after each appointment. Please be on time to avoid disappointment.

Updated 09/09/2020

YUME SALONS NEW HEALTH AND SAFETY GUIDELINES

  • Appointment only. Salon door may be locked. Please be on time.
  • Please use hand sanitizer throughout your visit.
  • Bookings for services will only be made with a booking fee. Take home product can also be paid for at time of booking or purchased at our online shop if you prefer.
  • Please attend appointment alone so that we can maintain our 2 metre distancing.
  • If having a new colour, please arrive with freshly washed and dried hair, this will assist in the stylist being able to assess any colour change.
  • Please don’t bring too many belongings and have a plastic bag for a jacket should you need to bring one.
  • Our usual supply of refreshments and magazines will not be available, you may bring your own and then take back with you.
  • Yume Hair and Beauty teams have been trained and have practiced all new safety requirements and polices that are now in place.
  • Correct PPE will be worn at all times by our teams according to the current government guidelines for Wales at the time.
  • On arrival clients will receive their own PPE pack including a disposable gown, cape, towel and facemask. (option to bring your own).
  • All equipment will be sterilised before and after every client.
  • Please do not enter the salon if….you have had or been in contact with anyone with that has had flu or Covid syptoms in the last 14 days.

Updated 09/09/2020

YUME SALONS CUSTOMER COMPLAINTS POLICY

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.

PROCESS

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.

Email to hello@yumecardiff.co.uk