ASHTEAD NAILS SALON POLICY

Our policy is to protect your right and guarantee your satisfaction with the service(s) we provided. This does not affect your rights under Consumer Right Act 2015.

WHAT YOU NEED TO DO

To allow us to provide a quality service as efficiently as possible, you need to:

- Ask for the service which you would like to have. If you are unsure please speak to the salon manager.

- Inform our staff if you are allergic to any chemicals or substances before the receiving any service

- Whilst receiving any service please provide our staff with your feedback and or comments on their services so our staff can satisfy your requirements straight away

- Inform the staff member or salon manager immediately if you have any concern relating to the salon, the staff, or any service

- Inform the salon manager immediately if you have any concern that you have any infection or any other abnormal reaction or condition with respect to your nails

APPOINTMENTS

- Ashtead Nails is operated by pre-scheduled appointments. We do accept walk-ins subject to availability.

- Please give us at least 24 hours’ notice of appointment cancellation or the salon may need to ask for full payment on any future bookings.

- All appointment made in the salon and via telephone will be subject to a £10 non-refundable booking deposit.

- Should you cancel or rearrange your appointment with less than 3 hours-notice, your £10 deposit will be lost.

- Your booking deposit will come off your final total after your treatment.

-Should your booking deposit remain unpaid, your appointment will be cancelled.

- Appointments cancelled with deposits left can be rescheduled.

NEW CLIENT CONSULTATIONS

- Consultations are complimentary and designed to improve our overall service and your salon experience

- The consultation is a 5 min conversation with a staff member to determine your nails care needs, desired results, length of time for service and pricing.

TIMELY ARRIVAL

At Ashtead Nails, we want your salon experience to be as enjoyable as possible. In order to expedite your service, we ask that our clients arrive on time. If you think you may be running late, please call and confirm that your appointment time is still available. If you do not arrive on time for your appointment, it will be given to another client. There is no guarantee that you will receive an appointment as a "walk-in".

TIME OF YOUR APPOINTMENT

Please note that time of booking appointment is not guaranteed you will be served on time. We will do our best to ensure that your appointment begins on time and is completed in a timely fashion. However, for some reasons if we are running behind schedule we kindly ask you to be patient, we will do our best to complete your appointment.

GUARANTEE

Please remember, nails are jewels, not tools. Be kind to your nails and they will look beautiful for weeks after your service.

- We want our clients to be happy and satisfied with their treatments. If you are ever dissatisfied with any service in the salon we will gladly make the corrections necessary to exceed your expectations within 7 days of the original service. If you are unhappy with your service, please let us know so we can make it right. Our primary objective is to ensure each service and visit meets your satisfaction.

- Enhancements and gel/shellac polish manicures/pedicures are guaranteed for 48 hours after your appointment. If you lose an enhancement or notice chipping or lifting within 48 hours, please contact us to schedule a free repair.

- You must arrange an appointment to have your nails fixed within 7 days after your initial service.

- Repairs after 3 days or for breakages, tears and corner breaks will be charged

- Traditional polish services are not guaranteed

- We will not be responsible for any breaking or infected nails

- If you damage the original design a charge will apply for repairs

- We will charge you for the costs of any repairs or replacements that we have to carry out because of damage that you have caused.

If you have any questions on how to care for your nails please ask the nail technician.

REFUND

Ashtead Nails offers a no refund policy for any treatments carried out. In the unlikely event that you are unhappy with your treatment we will be happy to rectify the problem or offer you another treatment.

- As soon as you have walked out the salon door that means you have accepted and are happy with the service provided to your nails.

- If you are not happy with yours nails, please make us aware of it before you pay. We will adjust them to your satisfaction or remove any enhancements or coatings that have been applied.

- No refund will be given because you have simply changed your mind.

- We will re do any service at no cost to you if you are unsatisfied with the quality of the work we do, provided that you tell us immediately after we have performed the service that you are unhappy with the quality of the work.

- If you are still not happy after we fixed your nails and request the refund, then you have to go through our Customer Complaint Procedure by writing to us, state the reason of your unsatisfied, the photo of the evidence of the nails that were fixed by us.

PAYMENT METHODS

- We accept all major credit cards, Cash, and Ashtead Nails Gift Vouchers as acceptable tenders for all services and products. All other forms of payments will not be accepted.

- We reserve the right to ask clients to pay in full before treatments.

GIFT VOUCHERS

- No cash advances: You cannot obtain any cash advance with your Gift Voucher or redeem your Gift Voucher for cash in part or full.

- Validity and expiry: We are not liable to redeem any Gift Voucher that is presented for redemption after the expiry date. Gift Vouchers are valid for 6 months.

- Lost or stolen: Treat your Gift Voucher like cash. Lost or stolen vouchers will not be replaced or refunded.

- Gift Vouchers cannot be cancelled: You cannot cancel your Gift Voucher.

- Your Gift Voucher, your responsibility: You are responsible for the use and safety of your Gift Voucher.

-No Refunds are given for Gift Vouchers.

OTHER POLICIES

- We recommend to bring open toe sandals to wear after a spa pedicure (with normal polish)

- Patch tests may be required before some treatments

- Data protection - all information is held with the strictest confidence.

Privacy-policy https://e.pcloud.link/publink/show?code=XZkJFhZBPIFDSzt4zJjwTLYi5j3nyBj2qN7

- We're proud to offer you a warm welcome and great service. And in return, we ask that all our customers are polite and respectful to all of us. It's our belief that everyone has the right to be safe and secure while experiencing treatments. We will not tolerate violence, aggression or abuse aimed at our staff or our customers because protecting them is very important to us. If it happens we have the right to refuse to offer services to anyone, ask to leave or contact the police.

COMPLAINTS/FEEDBACK

If you have any complaints or feedback, please contact the manager of the salon or email us at ashteadnails@gmail.com

CUSTOMER COMPLAINTS PROCEDURE

We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations we are equally committed to dealing with any complaint in a thorough and professional manner.

What will we consider as a complaint?

We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.

Who can make a complaint?

A complaint can be made by any client, or potential client, to whom we have provided a service, or by a representative acting lawfully on their behalf.

How to make a complaint?

You can make a complaint by contacting us by any of the following means:

- In writing addressed to: Ashtead Nails, 106 The Street, Ashtead, KT21 1AL

- By e-mail addressed to: ashteadnails@gmail.com

- By telephone on: 01372877390

Acknowledging your complaint

We will acknowledge your complaint within two working days of receipt. If you have made your complaint to us orally we will confirm to you our understanding of this and ask you to advise us if you do not agree. This will be documented.

Investigating your complaint

Your complaint will be fully investigated by the Salon Manager or a Senior Employee of the company.  In order to reach a fair conclusion, we will thoroughly investigate & review the relevant information available to us, which will include all our records on our files along with a full report from the individual to whom the complaint relates & any witnesses.
We will endeavour to complete our investigation as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation that is required.

What happens next?

It is our policy in the first instance to invite you into the original salon branch you attended where a senior technician or manager will examine your nails (along with the original technician) and asses & recommend any solutions to any issues raised. Most issues can be resolved to everyone’s satisfaction in this way. We will always rectify any issue in salon because our aim is to ensure you get the nails you wanted. We will endeavor to arrange this as soon as practically possible and certainly within 7 days.
If your complaint relates to any other matter then your complaint will be investigated within two weeks and a senior member of staff will contact you to discuss our findings and decision.

At Ashtead Nails , we strive our best to provide a high quality service and we will always treat you with courtesy and respect.

Thank you for your continuing support.

Ashtead Nails Management