Company Details

Christies Hair Designers Ltd (trading as Christies)
92b Station Road
Addlestone
Surrey
KT15 2AD

Registered in England & Wales. Company no: 09500113. Registered address: 123 Portsmouth Road, Cobham, Surrey, KT11 1JN.

Self Employed Stylists and Beauticians

The following people are self-employed stylists or beauticians operating their own business’ inside the salon:

Alison Wakely
Theresa (Des) Stansfield
Nick Ogilvie
Keely O'Connor
Richard Hopkins
Kyra Reynolds

Terms, conditions and prices may vary among these people. All self-employed persons hold valid public liability insurance.

Appointments

Bookings

Appointments can be made either in the salon, by phone or using our online booking service.

You are advised to pre-book appointments to ensure you receive your desired service, time and service provider. Walk in and standby clients are accepted providing there is availability for the service to be carried out.

Please ensure you give us correct contact information. We will send reminders by text and email to notify you of your upcoming appointment.

Appointments booked for a chemical service must adhere to the skin test policy otherwise we have the right to change or cancel your appointment.

Changes & Cancellation

If you are required to change or cancel an appointment, please contact the salon as soon as possible.

We sometimes are required to amend appointments to ensure you receive the correct timing for your service. We will contact you if we need to amend appointments.

If on the day your stylist or therapist is not available to perform the service (e.g. sick) we endeavour to contact you as soon as possible. We will try to offer another individual or reschedule your appointment.

Late Arrivals & No Shows

You should aim to arrive at the salon ready for your appointment time. We understand that you may run late and we ask that you contact the salon to notify us if you are going to be late. We may be required to amend or shorten the time of your appointment to avoid inconvenience to other clients.

If after 15 mins of your scheduled appointment time you fail to show, without notification from yourself, we will mark the appointment as a ‘No-Show’. This will be marked upon your file. If you accumulate more than 3 no shows, we reserve the right to ask for a deposit or full payment for future appointments.

Booking Deposits

Some services booked through our website or through our mobile booking app require a deposit to complete the booking. The values are:

  • 10% for beauty services with a value of £20 or higher
  • 20% for eyelash extension services.

This deposit is redeemable against the cost of the service.

If you fail to show for your appointment or you cancel your appointment within 1 hours notice of your appointment time, the deposit will become non-refundable. If you choose to pay in full for the appointment, the amount you paid minus the deposit amount will be credited to your account.

Prices

Prices on our price list and on our website act as a guide. They do not include pre-agreed prices, offers or packaged deals. Self-employed members of staff work to their own price lists and prices may vary from our price list. Final prices will be agreed on consultation.

Skin Test Policy

You must have a skin test carried out if:

You are a client receiving a hair colour service for the first time at Christies or an existing client who hasn’t received a hair colour service in the last 6 months. Skin tests for hair colour must be performed at least 48 hours prior to the technical service.

You are a client receiving an eyelash tint and/or eyebrow tint service for the first time at Christies or an existing client who hasn’t received an eyelash tint and/or eyebrow tint service in the last 6 months. Skin tests for an eyelash tint and/or eyebrow tint must be performed at least 24 hours prior to the technical service.

We may require further tests to be performed if you or the salon is changing brand of product that is used, if you have had any lifestyle changes that could impact on your safety or to test the suitability of the products on you. This is not an exhaustive list.

No exceptions are made to the above rules and failure to adhere to the policy may result in your service being changed or cancelled. Under no circumstances do we accept waivers or disclaimers.

Chemically Treated Hair – Your Responsibilities

Chemically treated hair, such as the use of colouring or perming products can cause damage to hair. Your stylist will try to ensure that the use of colour or perming products will cause the least amount of damage to your hair. However, we can’t guarantee the condition of your hair outside the salon unless you follow the guidance given by your stylist and use appropriate professional quality shampoo, conditioner and hair care products, as recommended by your stylist.

Sunbed

Users of the sunbed must be at least the age of 18 or over. We reserve the right to ask for ID to verify your age.All first time users of the sun bed will be required to sign a disclaimer prior to use.

Your Valuables

We don’t take responsibility for lost or damaged items. You should keep your valuables with you at all times and ensure you have everything before you leave the salon. We ask that you don’t bring in with you any items that could potentially be damaged because of activity in the salon. If you are requested to remove jewellery or other items for your service, ensure that you store them somewhere safe.

Children

Well behaved children are welcomed into the salon provided they are accompanied by an adult or guardian.

Gift Vouchers & Cards

Gift Vouchers and cards are available to be bought in the salon, online or through the mobile booking app. Vouchers can be redeemed on all hair and beauty services as well as retail products. Vouchers expire 12 months after the date of purchase and can not be redeemed after this date. Refunds on vouchers cannot be accepted.

Mobile Phones, Electronic Devices and WiFi

Mobile phones, tablets, MP3 players are permitted provided you are discreet and do not disturb other clients or staff in the salon.

Complementary WiFi is available to clients in the salon. You must abide by the terms and conditions that are provided to you when you login to the service. We ask you don't charge your device from on of our power outlets if you are using the service to watch live or catch up TV (e.g. BBC iPlayer and All 4)

Your Data

Please refer to our Privacy Policy for more information on how we treat your data.

CCTV & Video Monitoring

Video monitoring equipment is used in the salon for the safety and security of our clients, staff and visitors. Recordings are held securely in accordance with The Data Protection Act 2018 & GDPR.

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.

PROCESS

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 eight 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 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, barber or beauty therapist if you prefer, although this may not be possible if the individual is self-employed.

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.

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