Cancellation & Complaints Policy

Cancellation Policy

Martin & Phelps Salon requires 24 hours’ cancellation notice for all appointments. We reserve the right to charge you a 50% cancellation charge upon failure to cancel within 24 hours.

Complaints Policy

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. Complaints are rare but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.

Tell someone you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within 8 weeks. If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like.

We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo the part or all of the service or treatment again as soon as possible, free of charge. The work will be carried out by a different stylist or beauty technician, if you prefer.

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. 

Skin Testing

We are committed to colour safety and strongly recommend all our guests undertake a colour skin test 48 hours before any colour service.  A patch test is also required 24 hours before tints. 
 
Thank you for your understanding & co-operation with the above. 
 
The Martin & Phelps Team