Cancellations, Non-Refundable Booking Fees/Deposits and No-Shows

To book and secure an appointment at Zxaar Hair, you will need to pay a non-refundable deposit via the booking system or PayPal. (Please note this does not apply for complimentary appointments such as maintenance appointments). Your payments are securely held by my booking system Ovatu and are now viewable by myself only.

Your card will be charged a non-refundable deposit at the time of booking, and should you fail to show or late cancellation then this deposit will be kept as it is non-refundable.

Cancellations within 24 hours will be charged at 50% of the total appointment cost plus the non-refundable deposit.

Appointment reminders will be sent 48hrs hours before your appointment, so please contact me as early as possible to avoid your card being charged and losing your non-refundable deposit.

Any bookings changed before the 24hr cut off, will have any deposits/balances transferred.

I reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non-refundable deposit and will be retained in full upon late cancellation (within 24 hours of appointment) or no-show.

I am extremely understanding and reasonable, but NO SHOWS are NOT tolerated! If you do not show for your appointment without contacting me a minimum of 1 hour before hand, you will be removed from my client list and your card will be charged for the missed appointment to cover cost.

*Hair Extension Deposits

I will always need to take a hair deposit for extensions, and where possible I will need this at least two working days before your appointment. All appointment that are made through me and not the booking system, will require deposits to be paid via bank transfer only!

Consultations

For you to get the best out of my services a consultation is key, and non-negotiable. It gives us a chance to get on the right page and for you to feel happy and comfortable.

Consultations are £10 and redeemable against the service you are having the consult for. Should you decide that you do not want to go ahead then the £10 is kept as payment for the time given by Zxaar Hair.

You are required to fill out a consultation form, this is very important and failure to complete this properly could result in Zxaar refusing service to you.

Lateness

Things happen, I get it, but please can you let me know if you are going to be late for your appointment. I can usually allow for a few minutes, however I may have clients after your appointment and this can have a big impacted on me and them.

If you are more than 15 minutes late, I may cancel your appointment and apply the above terms as a no-show.

Repetitive lateness will not be tolerated and will result in either charges being applied to your appointment and/or you being removed from my client list.

Colouring & Allergy Alert Testing

*Revised in accordance with the current guidelines*

Due to the pandemic the rules on AAT (Allergy Alert Testing) have changed, after a stark rise in reactions to colour and other chemical services. Which means the rules are non-negotiable and will result in any or all services being cancelled. I will not take chances with your health and wellbeing, so please don’t ask as the answer is no way!

A colour Allergy Alert Test needs to be done for any new client 48 hours before ANY colouring service.

You will need a test if:

Tested positive for COVID since your last appointment.

Had the COVID vaccine since your last appointment.

If your last appointment was more than 6 months ago.

Have any allergies to food or cosmetics.

Have coloured your hair at home or in another salon.

The day you have your AAT you will need to complete the AAT agreement form and you will be given advise on how to treat the test area and make any reports back to me. Failure to follow these could result in harm to yourself and legal action for breach of contract.

On the day of your colour appointment, I kindly ask that you come with clean hair, this means no more than 12 to 24 hours since the last time you washed it. This is important because it will affect how the colour works, if your hair is overly greasy then your colour may not come out how we’d hoped. If you turn up with greasy hair then I may need to wash your hair, which will incur the cost of a wash and blow-dry at £40, or your appointment being rearranged.

Complaints & Feedback

Complaints

My priority is for you to be completely happy with the service you receive from me and be in love with your new hair. It is important to me to run a professional business with happy clients, so I aim to deliver the highest standards in everything I do. Complaints are rare but I take them very seriously, so I have a complaints policy and process, which I follow to make sure that things are put right where needed, and I can learn from your feedback. Should you wish to see a copy please ask.

If you are not happy with the service you receive, I kindly ask the following

Please let me know either before you leave the salon, or as soon as possible once you have left.

I will listen to your feedback and ask any necessary questions to understand your complaint.

I aim to resolve any complaints within 2 weeks.

Please, if you have already left the salon – DO NOT go to another salon as I have the right to see exactly what the service or treatment you have received from me looks like. If you alter your service/treatment elsewhere, I will not be able to rectify any problems and will be unable to offer any sort of resolution, this includes refunds.

I will take a full account of the situation, images, and notes – then whatever the resolution, it will be recorded and signed by you and myself.

Feedback

Like I said it is very important that you are happy, and if I can improve your experience then that a bonus, so feedback is much appreciated.

Please let me know either in person or via email with any feedback you may have.

Should you like to leave a review, please do so via google or the booking system.

Property Loss or Damage

Your property is very important! So;

It is your responsibility as the owner, to take care of any property you bring into the salon.

Sadly I take not responsibility for any property, which is lost or damaged, unless it’s due to a member of staffs carelessness (me or the girls).

Please remember that I am using chemicals and I have 3 huskies, so please try not to wear your Sunday best or bring anything very valuable/precious. As accidents do happen!

Anything left in the salon will be held for until I next see you, but I do kindly ask that you try to retrieve your property sooner rather than later as I’m tight for space. I can’t always guarantee that you property will be safe if left.

Salon property

I totally understand that accidents happen, but in the event of any damage to Zxaar Hair property or goods;

I would kindly ask that you make an offer to help pay for repair or replacement.

Be honest about any accidents you have had, so it can be sorted.

CCTV

For both your and my safety I have CCTV in place, this is only used for my purposes and is never shared with anyone. If you’d like to know more than please let me know.

Refunds

Refunds are only given as a last resort and only ever under the guide of the Consumer Rights Act 2015, which means that we have both agreed that the service or products were not provided with reasonable care, skill or as agreed.

If a refund is agreed, then this will be paid via bank transfer or paypal only.

It will be paid within 14 working days.

Refunds will not be given for extensions, until you have had a removal appointment with myself only.

Any goods that are being refunded, must have been brought back to myself.

Hair Extensions

Hair extensions are a form of enhancement and the most popular service at Zxaar Hair, so it’s important to make sure not only do you get the best from them, but you understand how serious it is to ignore my advice.

Aftercare is the most important thing, should you fail to follow the rules given this will void any and all guarantees.

I want you to love your hair, but should you be unhappy you must inform me via email within two weeks. Following any complaints, I would need to see you in the salon ASAP and ask that you make no changes or seek out any other third party’s help. I will need to log the issues, take pictures, and take samples. *If you make changes before I see you, then I will not be able to resolve the issues and no refunds or amendments will be made.

It is rare but sometimes there can be problems with hair quality and the bonds, thankfully Gold Class, Great Lengths and I are here to rectify any and all problems. Once you notice anything please make me aware in writing ASAP but no later than within 2 weeks of application as any fault will show within this time. Failing to let me know within the correct time frame can make it hard to get the best resolution. Please don’t be shy! I’m here to help.

Children

Zxaar Hair is a personal one on one small home salon that has been designed for total relaxation, So I kindly ask that you do not bring children with you. This is for safety reasons as well as your own comfort. Should you really need to bring your children please make sure you let me know in as much time as possible, and understand I reserve the right to rearrange your appointment should I see fit.

Prices

Zxaar’s prices have been very carefully selected to reflect many things, such as education, knowledge, products used and experience. I kindly ask that you do not ask me to lower prices as this is unfair, and I will not do it! My brands such as Gold Fever make annual price increases, and so I will make adjustments to reflect this. I will notify my clients of any price increases with as much notice as possible.

Are You Dog Friendly?

I am a proud dog Mum to 3 huskies and so my salon is dog friendly. I welcome you to bringing your K9 companions with you. If you wish to bring your doggy with you, I kindly ask they are fully house trained, vaccinated and friendly with other dogs and people.

Other Terms & Conditions

Some of my services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, consultation or at your appointment.