Terms and Conditions

To respect the time of both clients and our staff, we ask you to arrive on time for your appointment. Clients arriving more than 15 minutes late will be imposed with a 10% of their service fee and clients arriving more than 30 minutes late will forfeit the original appointment and be rescheduled but will incur a charge of 25% of their appointment. We do understand things may happen out of your control but contacting us at your earliest convenience will avoid this.

We understand that emergencies happen. If you need to cancel your appointment, we simply ask that you notify us of any cancellations or rescheduling at least 24 hours prior to the appointment. We do understand that things can happen at the last minute so we do ask you to let us know as soon as possible and we may be able to move your non refundable booking fee over and reschedule. however if you do not give us any notice at all or leave it till right at the appointment time you will have to pay 50% of the service cost or 25% if you had already paid a booking fee.

In the event of missing your appointment without contacting us you will be charged 50% of the missed service. If you want to rebook back in after the no show you will then have to pay 75% up front and this will not be returned to you if you decide to not show again. If you do not show up twice, we will then block you from our salon services and none of the staff will book you back in.

At the time of booking you will need to pay a non-refundable booking fee of 25% of the service upfront. This is to secure your booking, and, in the event, you do not show or cancel short notice we can then keep your booking fee or transfer it to another appointment if cancelled in time. Without a booking fee your appointment will not be guaranteed, and your slot may be given to someone else who does pay the booking fee. If you don't use the booking app we will send you a payment link and you will have 3 days if it is 1 week before a service or by the end of the day of consultation is less than 3 days before the appointment to pay the booking fee or your appointment will be cancelled.

Your satisfaction is our highest priority. If you are not completely happy, please let us know during your treatment or within 48 hours after your service has been performed. We are committed to making any needed corrections and if there was a fault on our side, we will offer to correct this first and if we cannot correct this, we will refund you up to 75%. We do not offer refunds if you are unhappy with the service, but everything was done correctly. We will however help fix anything but if it was not a mistake by the stylist you will incur a charge to fix.

For your comfort and safety, please notify our stylists/therapists if you have allergies, any physical issues, or disabilities, or if you are pregnant or if you have any skin conditions, or medication you are on or if you have any infections as this may limit or alter your service. We also need to know your hair history and knowing this in full will help us go forward with your service, so we do not get any surprises through the service. If you experience discomfort or any other symptoms during the treatment, please alert us immediately

An in-person consultation will be required for any chemical services as we will need to do a skin/patch test and may need to do other testing such as incompatibility or strand test. These tests are important and need to be done no later than 48 hours before your appointment. If you do not have this your service will not be able to go ahead but you may still be charged. These consultations also include discussing your requirements such as the service you want and to make sure it is doable, checking the condition of the hair. We also do checks on medical history as medications can affect a colour or beauty service.

Our salon staff have the right to refuse service to anyone behaving inappropriately or is intoxicated or if their state of health may influence the effects of the service. However, you may still be charged for the inconvenience. We may also refuse a service if you are disrespectful prior to the appointment as we do not tolerate negativity in the salon.

As we are always concerned about the welfare of our clients, we also care about your children’s welfare too. We do allow children in the salon, but we ask that they be supervised and are not running around it. We do not expect them to sit perfectly still we just ask that they do not touch anything within the salon or be in the way of anyone who is working as it prevents us from carrying out our services efficiently and in a timely manner. If your child breaks anything within the salon you will be liable for anything broken. We are not liable for anything that may happen to your children if the policy is not followed. Ideally, we would ask you do not bring your child to an appointment especially if it is a long service however, we do understand things happen out of your control, so we do ask for you to let us know in advance if you need to bring your child to an appointment

We regret to inform you that we do not allow pets on the premises due to clients fearing animals and it is not the right environment for them. However... We do allow guide dogs but notice will need to be given so we can ensure other clients booked in are ok with this if needed.

In the event you feel you need to complain about a stylist or a service please ask the salon owner for a copy of the complaints procedure, If your complaint is about a service you had by another stylist you will need their complaints policy as they are self-employed so have nothing to do with heavenly hair’s complaints procedure. If you are however unhappy with a stylist/therapist and it is not to do with the service or if you have issues with the salon this is where you will need the heavenly hair policy.

Once your service has been carried out full payment is required before leaving the salon. You can either pay cash (exact amount preferred as we do not hold cash in the salon) you can also pay via bank transfer details can be given on request. You can also use our card reader (if it is working) or you can pay using our QR code on our mirror stations. We do offer free WIFI to enable you to get a signal to use the online services. There is a cash machine at the Nisa shop up the road and if you do have to leave you will be asked to leave something of value at the salon to ensure you return.

Each stylist/therapist has their own rules about age restrictions so please ask the individual on their policy for their age restrictions. Whenever we have a trainee in the salon all services must be over 16 including cutting etc., this is due to their insurance not allowing them to work on under 16s. If Jade is your stylist therapist, I now have insurance that allows me to do chemical services under 16s. However, a thorough consultation must be carried out in advance and all tests done are necessary. A parent or guardian must be with you at consultation and at the initial appointment as well. A parent or guardian must sign a form to say they agree with the terms and conditions of allowing their child to have a service done. Even though I do allow under 16s this will also depend on the service type and whether I personally feel comfortable doing the service. Please note I will not be pressured into doing a service I do not want to do. I will access each person at consultation.