Please be aware that a credit card number is required to reserve your appointment.
We understand that sometimes extraordinary circumstances are unavoidable and you may need to change your schedule. We kindly ask that you give us 48 hours notice if you cancel your appointment. If 48 hours notice is not given, you will be charged 50% of your service fee. Missed appointments or “no shows” are subject to a charge in the amount of the full service.
Cancellations and “no shows” leave gaps in our schedules that cannot be filled without timely notice. This notification courtesy enables us to schedule another client and, in turn, maintains a higher availability of services for you as well as others.
Due to scheduling commitments to other clients’ schedules, we may need to reschedule any appointment for which you are more than 10 minutes late.
We hope you understand the need for these policies. If you have any questions, please do not hesitate to ask.
The employees of House of Tinu Salon pride themselves on providing you with exceptional service and quality customer care. All of our staff are professional, educated and experienced and will provide you with the best care service possible.
Menu prices listed in the Service Menu at the front desk are base prices. The price of your service may vary from the listed price based on the service(s) you receive, as well as the length of your hair. Your stylist or technician will inform you of the price before she/he begins your service. Payment for salon services is expected to be paid at the time of service.
Consultations for all hair services are offered free of charge and are highly recommended for first time clients and for chemical services. During the consultation, should there be any previous over-processing due to prior chemical services, heat damage, or any other issues with your hair that may affect the outcome of your hair service, you will be made aware before your service is started.
We do not issue refunds on salon services. However, should you have any questions or concerns about the service you have received in the salon, please notify a salon coordinator within three days of your service. If you are not satisfied with the work performed, we require that you return to the salon so that your hair can be visually inspected. At that time, we will make every effort to correct any problems to your satisfaction by rescheduling you with the stylist who performed the initial service, adjustments are made available to you at no cost only with in the two weeks of the initial service
The purchase of a Package with any Stylist/technician may NOT be refunded upon 1 week after the initial purchase. The outstanding balance, ie value of the Package may be used towards any services with any stylist. The balance is not valid for product purchases.
Salon Products, Hair pieces and wigs
If you find you are unhappy with any product purchase, please return it within 7 days after sale date and we will be happy to offer an exchange. All returned products must be in their original, unopened and unused condition. Also note that we are unable to offer refund, replacement or exchange on any opened or used goods.
*Unfortunately custom made pieces, hair bundles, wigs, cannot be returned which is why it is important to check the size, length, texture and colour before installing or using it.
*Hair that is purchased from us and fitted by us if you are not happy with result we can only repair, fix the hair style or provide an alternative service in the salon, we are unable to refund a fitted or used hair.
*We would not be held responsible for any problems with the hair through removal process by other salons/stylists, colouring, or poor maintenance. We offer full aftercare advice after hair purchase or fitted by us, if we feel you have not followed our aftercare advice or have used incorrect products which has caused damage to the hair, we would not be held liable.
******Purchase of custom made wigs, hair pieces and are exempt from the standard returns policy unless faulty which we then have to return to manufacturer for replacement.
Salon Hair Services and Gift Certificates
*Our intent is for each customer to be 100% satisfied with our services. Refunds are limited to the following situations:
*Services received cannot be refunded
*No refunds are giving on gift cards orders
*Repair can only be processed with receipt
*Gift card orders are not exchangeable
We gladly accept Cash, Visa, and MasterCard. We do not accept personal checks. Gratuity may not be added to your credit card, cash only.
We are committed to protecting your privacy
We collect the minimum amount of information about you that is commensurate with providing you with a satisfactory service. This Policy indicates the type of processes that may result in data being collected about you. Your use of this website gives us the right to collect that information.
We may collect any or all of the information that you give us depending on the type of transaction you enter into, including your name, address, telephone number, fax number and email address, together with data about your use of the website. Other information that may be needed from time to time to process a request may also be collected as indicated on the website.
We use the information collected primarily to process the task for which you visited the website. All reasonable precautions are taken to prevent unauthorized access to this information. This safeguard may require you to provide additional forms of identity should you wish to obtain information about your account details.
Your Internet browser has the in-built facility for storing small files- “cookies” – that hold information which allows a website to recognize your account. Our website takes advantage of this facility to enhance your experience. You have the ability to prevent your computer from accepting cookies but, if you do, certain functionality on the website may be impaired.
We do not disclose any personal information obtained about you from this website to third parties except when we need to do so. We may also use the information to keep in contact with you and inform you of developments associated with our business. You will be given the opportunity to remove yourself from any mailing list or similar device. If at any time in the future we should wish to disclose information collected on this website to any third party, it would only be with your knowledge and consent. We may from time to time provide information of a general nature to third parties – for example, the number of individuals visiting our website or completing a registration form, but we will not use any information that could identify those individuals.
Changes to this Policy
House Of Tinu Salon Complaints Policy
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way.
The policy aims to ensure that:
All members of the public know how to feedback to H O T Salon and the process of making a complaint is simple;
All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
Improved customer relations are built by resolving feedback during the initial stages wherever possible.
All feedback is recorded and monitored so that we learn from feedback and take action to improve services.
The Definition of a Complaint
A complaint is…
“An expression of dissatisfaction regarding H O T Salon standard of training, service, action or lack of action”.
Please note that a complaint is not “An initial request for a service to be delivered”.
Who Can Make a Complaint?
Any member of the public or their representatives, staff, businesses, public and voluntary bodies can make a complaint about H O T Salon.
How a Complaint Can be Made
- Verbally – to the manager
· Email – in the ‘contact us’ area of the site.
· Letter– to the salon
145 GREAT ANCOATS STREET
The Complaints Process
- All complaints are addressed to the customer service manager. A response should be made within 7 working days. This is regardless of how the complaint or expression of dissatisfaction is made.
2. If you feel the response to your complaint under stage one is unsatisfactory, the next stage is for the complaint to be referred to the Management Team who will investigate further and liaise with any additional staff whose information may help resolve the complaint
3. You will receive a response within 10 working days. If an interim reply is needed, you will be given a timescale by which a full reply will be received.
4. If you feel the response to your complaint is still not satisfactory, you must advise us within one calendar month of the date of the response from Stage 2 otherwise the case will be closed. The Director will then conduct an Internal Review.
At this stage all communication will be with Relevant Director. A full response will normally be received within 15 days.
All complaints are treated with confidentiality in mind. Only the customer service manager will be aware that a complaint has been received and is being dealt with. Where the complaint extends to the training service, whilst the tutor may be requested to provide information to satisfy the complaint, this will be handled appropriately as to not prejudice further training or assessments.
Anonymous requests will be acted upon, however it is better to provide contact details so that the complainant can be informed of the outcome.
Aggressive or Obsessive Complaints
H O T Salon wants to deal fairly and honestly with complainants and ensure that other users, clients and staff do not suffer detriment from persons making vexatious complaints. KG Salon solicitors will write to vexatious complainants to inform them that their behaviour is considered to be unacceptable.
Complaints about Products and manufacturers
House of Tinu Salon recognises complaints regarding products and equipment supplied through ourselves, and any organisation contracted to work or supply H.O T Salon, and will seek to resolve such complaints.
H O T Salon will forward complaints received in respect of other organisations to the appropriate bodies.
H O T Salon aims to handle all complaints fairly and honestly regardless of who makes a complaint. H O T Salon treats all members of the community equitably and will not show bias to any particular individual or group.
Matters that are Outside the Policy
The following matters are not included in this policy:
Complaints which are subject to legal proceedings
All complaints are logged and recorded and analysed as part of the customer service satisfaction procedure.