CHAPTER ONE HAIR SPA

Salon Policies

Cancellation Policy

Chapter One Hair Spa Cancellation & No-Show Policy

At our salon, appointment times are reserved especially for you. As a small business, last-minute cancellations and missed appointments have a significant impact on our team, our schedule, and other clients waiting for appointments. Cancellation fees help protect our business, our teams time and ensure we can continue providing the highest level of service to every client.

Card Details Required

To secure an appointment, all clients must provide valid card details at the time of booking. Appointments cannot be held or added to our diary without a card on file. Your card information is stored securely within our fully encrypted salon software. Once entered, we are unable to access or view your card details. During the setup process, your banking app may prompt you to authorise a secure verification code. By completing this verification and adding your card to our system, you agree to our cancellation and no-show policy.

Cancellation & No-Show Charges

We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment.

Cancellations made within 24 hours of the appointment time will incur a charge of 100% of the booked service.
Clients who do not attend their appointment without notice (“no-shows”) will also be charged 100% of the booked service.
If a client arrives late to their appointment, we will always try to accommodate them where possible. However, in some cases we may need to reduce the service being carried out in order to avoid disruption to other clients throughout the day. Depending on how late the client arrives, we may also need to cancel the appointment entirely, in which case the cancellation policy will apply.

Emergencies & Exceptional Circumstances

We understand that emergencies and unforeseen situations can happen. If you need to cancel due to exceptional circumstances, we are happy to review these on an individual basis. Thank you for understanding and supporting our small business. Your cooperation allows us to continue offering dedicated appointment times and the best possible experience for all of our clients.

Skin Test Policy

Chapter One Hair Spa Skin Testing Policy

At Chapter One Hair Spa, your health and safety is our priority. Hair colour products, including professional colour products, contain ingredients that can cause an allergic reaction in some individuals. A reaction can occur even if you have previously used hair colour without any problems. To ensure we follow professional colour safety procedures and manufacturer guidelines, an Allergy Alert Test, also known as a skin test, must be completed before certain colour services.

Skin Test Requirements

A skin test must be completed:

No less than 48 hours before your colour appointment.
At Chapter One Hair Spa by a member of our team.
Before your colour service can be carried out if you are a new colour client or if your previous colour appointment with us was more than 6 months ago.

A new skin test may also be required if:

You have changed your colour product, shade, or colour service.
You have coloured your hair elsewhere since your last appointment.
You have experienced any reaction to hair colour.
There has been a change in your health, medication, or circumstances that may affect your sensitivity.

What Happens During Your Skin Test?

A small amount of the Redken colour product intended for your service will be applied following the appropriate testing procedure. You will be advised how to monitor the area and check for any signs of sensitivity or reaction. Please contact us immediately if you experience any symptoms, including:

Redness
Itching
Swelling
Burning
Irritation
Tenderness or discomfort
Any unusual skin reaction

If a Reaction Occurs

If a reaction occurs, your colour service will not go ahead.

Important Information

A skin test is an important safety precaution but does not guarantee that an allergic reaction will not occur. Allergies can develop over time, even after previous successful colour appointments.

For your protection, Chapter One Hair Spa cannot carry out a colour service without a valid skin test where one is required.

If you arrive for your appointment without completing your required skin test within the correct timeframe, your colour appointment may need to be rescheduled.By booking a colour appointment with Chapter One Hair Spa, you agree to follow our colour skin testing policy.

Thank you for helping us maintain the highest standards of care and safety.

Complaints Policy

Chapter One Hair Spa Complaints Policy

Our Commitment to You

At Chapter One Hair Spa, we pride ourselves on providing a professional, welcoming, and enjoyable experience for every client. We always aim to deliver the highest standard of service, but we understand that occasionally things may not meet your expectations. Your feedback is important to us, and we welcome the opportunity to listen, understand, and resolve any concerns you may have.

If You Have a Concern

If you are unhappy with any aspect of your service, please let us know as soon as possible. We ask that you contact us within 7 days of your appointment so we can properly review your concerns and support you. You can raise a concern:

In person during your visit
By telephone
By email or written message

Please provide as much detail as possible, including:

Your name and contact details
The date of your appointment
The service you received
Details of your concern
Any relevant photos, where appropriate

Our Resolution Process

We will always aim to handle complaints fairly, respectfully, and professionally. Once we receive your complaint, we will:

Listen carefully and acknowledge your concerns
Review the details of your appointment and service
Discuss the best possible solution with you
Respond as soon as reasonably possible

We may invite you back into the salon for a consultation so we can assess your hair and discuss your concerns in person.

Colour Services

For colour concerns, please contact us as soon as possible. Hair colour can be affected by many factors, including previous colour history, hair condition, home care, and expectations discussed during consultation. Where appropriate, we will assess the hair in salon before recommending any adjustments or solutions.

Our Policy on Corrections

If we identify that a service has not met the agreed standard, we will always do our best to put this right. Any corrections or adjustments must be agreed with the salon before further work is carried out. We are unable to take responsibility for changes made by another stylist or salon before we have had the opportunity to assess and resolve the concern.

Respectful Communication

We are committed to treating all clients with kindness and respect, and we ask the same in return. We will always work towards a positive resolution through open and respectful communication. Thank you for giving us the opportunity to address your concerns and continue providing the best possible experience at Chapter One Hair Spa.