Cancellation Policy

We kindly request a minimum of 48 hours’ notice should you need to cancel or reschedule your appointment.

Cancellations made with less than 48 hours’ notice, or missed appointments, will incur a 50% charge of the scheduled service. This may be applied at the time of cancellation or added to your next appointment.

If services are reduced or amended on the day of your appointment, the original booked service total will still apply.

Should you arrive late, we will always do our best to accommodate you; however, your appointment may need to be adjusted and will be charged according to the original booking.

We appreciate your understanding, as these policies allow us to protect our stylists’ time and provide the highest level of service to all clients.

Skin Test Policy

At Toggs Hair, your safety and wellbeing are our highest priority. For all colour services, a skin test is required at least 48 hours prior to your appointment.

Skin testing is mandatory for:
• All new colour clients
• Existing clients who have not had a colour service with us in the past 6 months
• Clients changing their colour brand or shade

Even if you have previously coloured your hair without issue, allergies can develop over time. For this reason, we are unable to proceed with your colour appointment without a valid, recorded skin test.

Skin tests are quick and complimentary, and no appointment is necessary unless advised.

We appreciate your understanding, as this policy ensures we continue to provide professional, safe and responsible colour services to every client.

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 received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. 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 in private. 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 can be done by a different stylist, in another salon if you prefer. if we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.

ALTERNATIVE DISPUTE RESOLUTION- If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action. 

Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhf.info
Website: www.nhf.info/complaints