TERMS & CONDITIONS

General

The Art House is home to Verity (t/a Verity Clarke Hair) It is up to each stylist to decide and enforce their own terms & conditions. Any issues, feedback or complaints must be taken up with your specific stylist.

Booking Appointments

All appointments must be booked via the online booking system. No bookings will be taken via direct message, email, text or over the phone. My calendar is only open to book 12 weeks into the future. I encourage you to read all service descriptions carefully to ensure enough time has been booked for your desired result. I am more than happy for you to contact me through any of these avenues if you have a question about booking, are unsure what to book or need any advice on your hair. I am booked back to back so extra time on the day will not be accommodated for.

Allergy Alert Testing (Patch Test) & Contra-Indications

All colour clients must have a patch test - no exceptions! I use Colourstart to set each new client up with a Colour Passport on the Colourstart app. There is a one-off £15 fee to set this up at consultation when booking a colour.

In most instances, this is a one-off test. It only needs doing once and you’re usually good forever. All you need to do after that is answer some health questions in the app a week before each colour appointment to renew your passport. This will give you enough time to order and apply a new one if needed.

It is your responsibility to ensure you answer the questions and renew your passport before each appointment within the correct timescale. If you arrive to your colour appointment without a valid Colour Passport, test too late, or contact me to cancel or reschedule due to an invalid Colour Passport, we will not be able to proceed with any colour service. Your appointment will be cancelled or rescheduled and we will apply the terms detailed below as a no-show (100% fee of the service booked).

Contact Information

In the event that incorrect contact information is provided, including, but not limited to, customer name, phone number or email address, Verity Clarke Hair may not be held responsible for loss of correspondence, such as appointment confirmation or reminder messaging. In instances of incorrect or inaccurate contact information being provided, it is the client’s responsibility to identify these errors and correct them via their online profile or email hello@verityclarkehair.com to have them rectified.

Booking Confirmation

In order to confirm your appointment, we require your card details be be entered via the booking platform to secure your booking. Card details are securely held by the booking system (Ovatu) and are not viewable by the salon. When your card details are captured, your card will not be charged at the time of booking, however it will be charged in the event of a no-show or late cancellation. 

If you do not enter valid card details, your booking may not be confirmed.

Automated text and email correspondence will be delivered to the client to confirm any appointments booked, using the details provided by the client. Additionally, a reminder message will be delivered 72 hours prior to the commencement of the appointment.

Booking Approvals

Your booking may not be approved until Verity Clarke Hair has checked over your appointment and ensured you have enough time to achieve your desired results. If your appointment needs to be moved because of this, your deposit for this space will be honoured and carry on to your new appointment time.

Stored Cards

When booking online, your card information will need to be stored securely on file. This service may be referred to as ‘card capture’ or ‘stored cards’.

By agreeing to store their card information on file the client grants Verity Clarke Hair permission to charge this card to take payment at the end of an appointment, or in case of cancellation.

Cancellations, Booking Fees and No-Shows

The time booked for the client is reserved for the client’s exclusive use. When appointments are missed, cancelled or rescheduled without sufficient notice, Verity Clarke Hair is often unable to fill the vacancy.

Cancellations or reschedules between 48 and 24 hours of your appointment start time will be charged at 50% of the total appointment cost. Cancellations or reschedules within 24 hours or no-shows will be charged at 100% of the total appointment cost. This fee will be charged to the card stored on file. If we are unable to process this fee, an invoice will be sent to the email address and phone number provided.

Appointment reminders will be sent out one week before your appointment, so please contact us as early as possible to avoid your card being charged.

We reserve the right to ask for payment in full before a booking will be made. If this is done, this amount will be treated the same as a non-refundable booking fee and will be retained in proportion with the above late cancellation charges. (50% for cancellations between 48-24 hours and 100% for cancellations within 24 hours of your appointment start time).

If no booking fee or card capture is taken by 48 hours before your appointment start time, your booking is not confirmed and may be cancelled and the appointment offered to another client. If no booking fee or card capture is taken and you cancel within 48 hours, we reserve the right to invoice for a late cancellation charge of 50% (or 100% if you cancel within 24 hours) of the total appointment cost, then ask for payment in full in advance to book any future appointments.

Repeat cancellations or no-shows will lead to forfeiture of the ability to book in again.

Texting, calling, emailing, messaging via Instagram or Facebook are not accepted forms of cancellation, it must be done through Verity Clarke Hair’s booking website.

Links to cancel or reschedule are at the bottom of every confirmation email.

Cancellations within 48 hours (the chargeable period) cannot be done online and must be emailed directly to hello@verityclarkehair.com. Other methods of contact mentioned above are not acceptable.

Lateness

Please let us know with as much notice as possible if you are going to be late for your appointment. You can do this via WhatsApp, text message or by phoning 07480 064860.

We can usually allow for a few minutes, however we will have clients after your appointment. If you are more than 10 minutes late, we may cancel your appointment and apply the above terms as a no-show.

In the event that we can still accommodate you, we may not be able to provide the full service or treatment,you may have to wait either before or in-between services, or your appointment may take longer to fit in around other clients who arrived on time.

Failure to Pay

Failure to pay an invoice by the due date is a serious offence and will be passed along to a debt collection agency.

Property Loss or Damage

It is your responsibility as the owner to take care of any property you bring into the studio. We take no responsibility for any property which is lost or damaged, unless it is damaged by a member of staff due to carelessness. Anything left at the studio will be held for 8 weeks, we will do our best to contact you to retrieve your property.

Children

Well behaved children are welcome in the studio for shorter appointments, providing prior notice and consent has been given. If you need to bring young children that need supervising, they need an extra adult with them who can do this while you’re in the chair. The products, chemicals and equipment used in the studio are both expensive and dangerous if not handled by a professional. Extra distractions make it incredibly difficult for me to do my job and for you to enjoy your appointment. The primary concern will be the health & safety and comfort of all humans and animals present.

Animals

While we are dog-friendly, we always have one and sometimes two salon pups here. It’s more convenient for everyone if you don’t bring your dog to your hair appointment, but if you really need to please get in touch to arrange a ‘meet & greet’ beforehand to make sure everyone gets along and I can comfortably do your hair whilst your pup is here.

The products, chemicals and equipment used in the studio are both expensive and potentially dangerous. Extra distractions make it incredibly difficult for me to do my job and you to enjoy your appointment. The primary concern will be the health & safety and comfort of all humans and animals present.

Trained assistance dogs are always welcome - please inform us ahead of time so we can take measures with our resident dogs if necessary

Change of Mind

Verity Clarke Hair will not issue price adjustments/refunds for change of mind. The client must pay the full amount of time booked out even if the client requests a reduced or changed service.

Age requirements

Whilst we will do our best to accommodate younger clients, for the comfort and safety of all clients and staff Verity Clarke Hair reserves the right to refuse any service to under 12’s.

All colour and chemical services are 16+ only. Clients may be required to show ID before the commencement of a service.

Complaints and Feedback

Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare, but we take them very seriously, so we have a complaints policy and process which we follow to make sure that things are put right where needed and we can learn from your feedback. 

Process

Any complaints must be brought to our attention as soon as possible.

Tell someone you’re not happy with the service you’ve received, either while you’re in the studio or as soon as possible after leaving. Calmly and clearly explain the problem. 

Any complaints about a colour result must be brought to our attention as soon as possible, but no later than 2 weeks after your appointment.

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 studio, do not 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. If you go to another salon, Verity Clarke Hair will no longer be responsible for the complaint or any cost incurred by the client.

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. 

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 your complaint is about a colour result, you will be required to return to the studio within 2 weeks of the original appointment to have the issue looked at, discussed and rectified (if necessary) in person. 

No decisions will be made or refunds issued based on photos.

Alternative Dispute Resolution

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 2015, 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 charge of £12 including VAT for the client and £30 including VAT for the salon. 

Hair & Beauty Mediation can be contacted by: 

Phone: 01234 831965 

Email: mediation@nhf.info 

Website: www.nhf.info/complaints 

Inclusivity

The Art House welcomes and respects all genders, non-binary and gender fluid people, the entire spectrum of LQBTQ+ and GSRD Community, the elderly, people of colour, people at any level of ability, and all religions.

Verity Clarke Hair will not tolerate hateful behaviour towards these communities, and will stop a service immediately if this policy is infringed upon. Verity Clarke Hair implores clients to exercise compassion and kindness in The Art House.

Clients are encouraged to reach out if they need a medical, cultural, religious or other consideration made during their appointment.

Contact Verity Clarke Hair via DM, email hello@verityclarkehair.com or WhatsApp 07480 064860 to discuss your needs.

Right to Refuse Service

Verity Clarke Hair retains the right to refuse service at any time, for any reason, including but not limited to: frequent cancellations, lateness, failure to comply with policies included in this document.

Other Terms & Conditions

Some of our services/treatments will come with their own specific terms and aftercare. These will be highlighted individually either upon booking, during consultation or at your appointment. You will receive a link to your colour aftercare via email, which can also be found here. It is your responsibility to follow correct aftercare. We accept no responsibility for any issues with a service that arise from failure to follow the correct aftercare procedure.