Please read our booking terms carefully. If you turn up for your appointment and you do not comply with these terms, we may not be able to proceed with your booked service.
Prices
All pricing subject to consultation. Clients will be charged for the services received, which may differ from the services you selected at the time of making your appointment. Any changes to your booked service will be agreed with you in advance of commencing the service where this is possible.
Our prices are subject to change without notice.
For our senior clients, we offer a reduced rate on selected services to those who receive a state pension.
Reduce rates are also available for students (11-18yrs) & children (10 & under). A date of birth may be required to qualify.
List prices do not include any promotions, offers, or discounts that you may be entitled to.
Booking fees
When you book an appointment we may ask for a booking fee of 50% of the total service price if:
- you are a new client,
- not had a colour service at our salon within the last six months, or
- you have a history of last-minute cancellations or failing to turn up.
The booking fee will be used as part payment towards your service and is fully refundable should you cancel at least 48 hours in advance of your appointment.
Cancellations
We reserved our time especially for you and, whilst we understand that sometimes changes are necessary, we respectfully ask that you let us know at least 48 hours in advance. You can cancel your appointment using the link in your booking confirmation email, or by telephoning the salon on 01706 217129 (please leave a voicemail if the salon is closed).
If we don’t receive 48 hours’ notice to cancel your appointment then we may miss the opportunity to fill the space and guests on our waiting list miss the chance to come and see us. In these circumstances, unfortunately, any booking fees paid may become non-refundable.
Regrettably, we put these measures in place because of the number of last-minute cancellations and no-shows and clients waiting for an appointment with us.
Online Bookings
We reserve the right to amend your online booking to match the services provided in the salon. In some instances, we may contact you about your booking.
Appointments made online may need to be slightly amended to fit in with salon time slots and stylist’s commitments. Please ensure that we have a current contact phone number for you (preferably a mobile!)
If you are unable to find the availability that you are looking for when booking online, give us a ring and our reception team will do their very best to find an appointment to suit your needs!
We are unable to accept bookings from individuals under 16. Please book via a parent/guardian/carer.
Late Arrivals
We understand that sometimes due to unexpected circumstances you may arrive late for your appointment.
If you are running late please contact us to let us know, advising how late you expect to be.
We will always try and accommodate late arrivals where we can. This may involve us transferring part or all of your booking to another stylist/barber, or rearranging your appointment to a later time on the same day.
Due to our busy diary, we can not always guarantee the appointment for late arrivals of 10 minutes or more. Allow plenty of time to park (especially on Thursday’s & Saturday’s) and arrive ahead of your appointment.
Gift Vouchers
Our Gift Cards are available for all treatments and products, are non-refundable and must be produced at the time of use.
Vouchers are valid for 12 months from the date of purchase.
Gift Cards cannot be exchanged for cash.
Antony & Patricia cannot accept liability for lost gift cards.
Complaints
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.
- Firstly, please contact the salon manager and let us know you’re not happy with the service you’ve received. You can do this while you’re in the salon or barbershop or as soon as possible after leaving.
- We ask that you calmly and clearly explain the problem, we can always find a quiet space to talk to you whilst you are in the salon.
- 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 eight weeks.
- If you have already left the salon/barbershop, we ask that you don’t go to another salon as we have the right to review the service or treatment you received from us.
- 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 a part or all of the service or treatment again as soon as possible, free of charge. The work will be done by a different stylist or barber if you prefer, although this may not always be possible.
- 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 Alternative Dispute Resolution for Consumer Disputes Regulations, we will refer you to a certified alternative dispute resolution provider, Hair & Beauty Mediation.
As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action.
Please note there is a minimal charge for both parties.