McNeil House, George Street, Axminster, EX13 5DP 01297 35667
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Terms & Conditions

Appointments

Bookings

Appointments can be made either in the salon, by phone or using our online booking service.

You are advised to pre-book appointments to ensure the desired service, time and provider is booked. Walk in and standby clients are accepted.

Please ensure you give us correct contact information. We will send reminders by text and email to notify you of your upcoming appointment.

Appointments booked for a chemical service must adhere to the skin test policy otherwise we have the right to change or cancel your appointment.

Changes and Cancellations

Please give at least 24 hours notice should you wish to change or cancel an appointment as a courtesy to both hair stylist/beauty therapist and other clients.

We are sometimes required to amend appointments to ensure you receive the correct timing for your service. We will contact you if we need to amend appointments.

If on the day of your appointment your stylist or therapist is not available to perform the service (e.g. sick) we will endeavour to contact you as soon as possible. We will try to offer another stylist/beauty therapist or reschedule your appointment.

Late Arrivals and No Shows

You should aim to arrive at the salon ready for your appointment time. We understand that you may run late and we ask that you contact the salon to notify us if you are going to be late. We may be required to amend of shorten the time of your appointment to avoid inconvenience to other clients.

If after 15 minutes of your scheduled appointment time you fail to show, without notification from yourself, we will mark the appointment as a ’no-show’. This will be marked on your file. If you accumulate more than 3 no-shows, we reserve the right to ask for a deposit or full payment for future appointments.

Prices 

Prices on our price list and on our website act as guide. They do not include pre-agreed prices, offers or packaged deals. Final prices will be agreed on consultation.

Skin Test Policy

You must have a skin test carried out if:

  • you are a client receiving a hair colour service for the first time at Melanie Brown’s or an existing client who hasn’t received a hair colour service in the past 6 months. Skin tests for hair colour must be performed at least 48 hours prior to the technical service.
  • you are a client receiving an eyelash tint and/or eyebrow tint service for the first time at Melanie Brown’s or an existing client who hasn’t received an eyelash tint and/or eyebrow tint service in the last 6 months. Skin tests for an eyelash tint and/or eyebrow tint must be performed at least 24 hours prior to the technical service.

We may require further tests to be performed if you or the salon are changing brand of product that is used, if you have had any lifestyle changes that could impact on your safety or to test the suitability of products on you.

No exceptions are made to the above rules and failure to adhere to the policy may result in your service being changed or cancelled. Under no circumstances do we accept waivers or disclaimers.

Chemically Tested Hair – Your Responsibilities

Chemically treated hair, such as the use of colouring or perming products, can cause damage to your hair. Your stylist will try to ensure that the use of colour or perming products will cause the least amount of damage to your hair. However we can not guarantee the condition of your hair outside the salon unless you follow the guidance given by your stylist and use appropriate professional quality shampoo, conditioner and hair care products, as recommended by your stylist.

Your Valuables 

We do not take responsibility for lost or damaged items. You should keep your valuables with you at all times and ensure you have everything before you leave the salon. We ask that you to not bring in with you any items that could potentially be damaged because of the activity in the salon. If you are requested to remove jewellery or other items for your service, ensure that you store them somewhere safe.

Children

Well behaved children are welcomed into the salon provided they are accompanied by an adult or guardian.

Gift Vouchers

Gifts vouchers are available to purchase in the salon, online or through the mobile booking app. Vouchers can be redeemed on all hair and beauty services as well as retail products. Vouchers expire 6 months after the date of purchase and can not be redeemed after this date. Refunds on vouchers can not be accepted.

Mobile Phones, Electronic Devices and WiFi

Mobile phones, tablets and MP3 players are permitted provided you are discreet and do not disturb other clients or staff in the salon.

Complementary WiFi is available to clients in the salon. You must abide by the terms and conditions that are provided to you when you login to the service. We ask you don’t charge your device from one of our power outlets if you are using the service to watch live or catch up TV. (e.g. BBC inlayer and All 4)

Your Data

Please refer to our Privacy Policy for more information on how we treat your data.

CCTV and Monitoring

Video monitoring equipment is used in the salon for the safety and security of our clients, staff and visitors. Recordings are held securely in accordance with The Data Protection Act 2018 and GDPR.

Complaints

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. We take all complaints seriously, so we have a complaints policy and process we follow to make sure things are put right when needed and we learn from your feedback.

Complaints Process

Tell someone you are not happy with the service you received, either whilst in the salon or as soon as possible after leaving.

We will listen to your feedback and ask questions necessary to understand why you are making a complaint. We aim to resolve all complaints within 8 weeks.

Where we think your complaint is reasonable, we will redo part or all of the service or treatment as soon as possible. The work can be done by an alternative stylist or beautician therapist if you prefer.

If we can not fix the problem, we may offer a partial or full refund depending on how reasonable we consider the complaint to be.

If, after following our complaints policy, we can not agree on how to resolve the complaint to your satisfaction, as required by the Consumer Rights Act 2015, we will refer you to a certified alternative dispute resolution provider, Small Claims Mediation Ltd. They are mediators, an independent third party which listens to both sides and helps us work towards a fair and reasonable compromise which, if agreed, becomes legally binding. It is a cheaper alternative for you than taking legal action.

We will participate in a one hour sessions as a mutually agreed tie with the Small Claims Mediation Ltd. Please note there is a charge of £50+VAT for you as the client.

Small Claims Mediation can be contacted by:

Phone: 0116 2848100

Email: admin@small-claims-medication.co.uk

Book online or call the team on 01297 35667.