TRANQUILITY SALON TERMS AND CONDITIONS

Company Details

Carol Ann Marsh (trading as Tranquility and Tranquil Health)
Registered address:

8 Ladywell

Dover

Kent

CT16 1DQ

Self Employed Beauty Therapists

The following people are self-employed beauty therapists operating their business’ inside the salon:

Natalia Glaz

Terms, conditions and prices may vary among these people. All self-employed persons hold valid public liability insurance.

Appointments

Bookings

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

You are advised to pre-book appointments to ensure you receive your desired service, time and service provider. 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 tinting service must adhere to the skin test policy otherwise we have the right to change or cancel your appointment.

Changes & Cancellation

If you are required to change or cancel an appointment, please contact the salon as soon as possible.

We sometimes are 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 your 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 individual or reschedule your appointment.

Late Arrivals & 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 or shorten the time of your appointment to avoid inconvenience to other clients.

If after 15 mins 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 upon your file. If you accumulate more than 3 no shows, we reserve the right to ask for a deposit or full payment in advance of booking future appointments.

Prices

Prices on our price list and on our website act as a 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 an eyelash tint and/or eyebrow tint service for the first time at Tranquility 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 48 hours prior to the technical service.

We may require further tests to be performed if you or the salon is 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 the products on you. This is not an exhaustive list.

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.

Your Valuables

We don’t 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 don’t bring in with you any items that could potentially be damaged because of 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.

Mobile Phones and Electronic Devices

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

Your Data

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

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.

Process

Tell someone you’re 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 as necessary to understand why you are making a complaint. We aim to resolve complaints within 8 weeks,

Where we think your complaint is reasonable, we will redo the part or all or the service or treatment as soon as possible. The work can be done by an alternative beauty therapist if you prefer, although this may not be possible if the individual is self-employed.

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.

If, after following our complaints policy we still can’t 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 both 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 session at a mutually agreed time with Small Claims Mediation Ltd. Please note there is a charge of £50+VAT for the salon and £50+VAT for you as the client.

Small Claims Mediation Ltd can be contacted by:

Phone: 0116 284 8100
Email: admin@small-claims-mediation.co.uk