POLICIES AND PROCEDURES

BOOKING POLICY

When booking an appointment either on-line or in the salon we will ask you to confirm your appointment through the Fresha App, where it will ask you to enter your card details. Your details will be securely encrypted by Fresha. If you do not confirm you rappointment online, you will be required to pay a 50% booking fee. We will not take any monies from the saved card details when the appointment is booked, but charges could be incurred if you do not adhere to our Late Cancellations, Late Arrivals and No Show Policy.

LATE CANCELATIONS POLICY

Due to high demand and limited availability of appointments, if you have to reschedule or cancel, we kindly ask you to contact us at least 24 hours prior to the planned appointment. If the booking was made on the same day, notify us at least 3 hours prior. Failing to abide by the policy will result in a 30% cancelation fee. When booking your appointment, you will need to confirm your appointment with a card through the Fresha App, your payment details will be securely stored and encrypted by Fresha, and may be used to process charges without you being present.

LATE ARRIVAL POLICY

We greatly appreciate our clients being on time, as only then we can provide all of our guests with the quality of service we are committed to. However, we understand that unforeseen incidents do occur and therefore, we ask our clients to let us know as soon as possible of they’re going to be late. The service may need to be adjusted to fit a shorter time frame. Clients arriving more than 15 minutes late may need to forfeit their original appointment and will need to reschedule. Any rescheduling of appointment will incur a 30% fee.

NO SHOW POLICY

We believe in mutual respect and therefore ask our customers to always inform us about any emergencies that withhold them from arriving for their visit. If you miss your appointment without giving notice, you will be imposed with a fee valued at 50% of the entire cost of the missed service. What’s more, booking the next appointment will require a non-refundable 50% booking fee. When booking your appointment, you will need to confirm your appointment with a card through the Fresha App, your payment details will be securely stored and encrypted by Fresha and may be used to process charges without you being present.

SERVICE GUARANTEE AND REFUND POLICY

Our team prides itself on providing exceptional services. We strive for full customer satisfaction and therefore, if you are dissatisfied with our treatments, please notify us within 48 hours. We are committed to provide you with a fix or a correction (corrections are usually accommodated within 7 days from the initial service – unfortunately, we do not honour corrections if you reschedule beyond this time). A fault on our side will result in a redo and/or a refund.

HEALTH HISTORY POLICY

We always prioritise health, safety and the comfort of our clients. Therefore, we ask you to notify our specialists if you have allergies, any physical issues or disabilities, or if you are pregnant. If you experience discomfort or any other symptoms during treatment, please alert your stylist immediately.

RIGHT TO REFUSE SERVICE POLICY

Under certain circumstances, our team members may refuse service. We can do so if the person in question:

Is under the age of 16 (for selected services)
Has health issues that may affect or be affected by the service
Has purposely hidden information of crucial meaning to the service
Did no turn up to their last appointment and/or cancelled it too late
Behaves improperly and/or is intoxicated.

PET POLICY

Due to hygiene and safety reasons, our salon strictly prohibits pets, except for assistance animals.

TIPPING POLICY

As of the 12th April 2021 all tips to stylist will need to be paid in cash directly to the stylist. We will no longer accept tips paid through debit or credit card.

COLOUR RESPOSIBILTY POLICY

Each colour client will need to undergo a colour screen consultation, this is to determine suitability for our colouring services. As a salon we follow the L’Oreal colour house protocols.

All new colour clients will be required to have an allergy alert test at least 48hrs before a colour service, without this testing you will be unbale to have you colour service and this may result in you having to pay a 30% cancellation fee if your service cannot go ahead.

All existing clients will need to be allergy alert tested if they have used a colouring product at home in-between salon services, if they want to change the colour of their hair, or if they have not had a colour service in the salon within the last 6 months. All existing colour clients will also need to have an allergy alert test every 12 months regardless of having a regular colour service.

We will also need to carry out an allergy alert test if a client has had the COVID 19 virus or vaccination jab.

RETURN AND REFUND POLICY

RETURNS

You have 30 days to return an item from the date of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

Your item needs to have the receipt or proof of purchase.

REFUNDS

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspection of the item.

If your return is approved, we will initiate a refund to your credit card (or the original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

SHIPPING

You will be responsible for paying for your own shipping cost for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you have any questions on how to return your item to us, contact us.

RETURN ADDRESS

Caravelli Hair Design Ltd

Unit 2 Glendale House

1 Church Road

Great Glen

Leicestershire

LE8 9FE

POLICIES AND PROCEDURES

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