Policies & Etiquette

Behaviour & Etiquette

At Charmè Hair, we are committed to creating a welcoming, professional, and enjoyable environment for everyone in our salon—including staff, freelancers, and, most importantly, our valued clients. To ensure the best experience for all, we kindly ask that everyone follows these guidelines.

  • Punctuality: Please aim to arrive 10 minutes before your appointment start time, to allow for traffic or delays in getting to us and to allow us to provide the best service possible. If you are running late, kindly inform us in advance.
  • Respectful Conduct: Treat our staff and other clients with kindness and respect. Any form of rude, aggressive, or inappropriate behaviour will not be tolerated.
  • Children & Guests: While we love families, we kindly ask that children and extra guests are only brought if they have an appointment or if absolutely necessary.
  • Mobile Phones: Please keep phone conversations at a low volume and avoid taking calls during treatments to maintain a relaxing atmosphere. If you would like to use your device for social media or watching videos please be considerate of thoes arround you and bring earphones with you.
  • Hygiene & Health: For the comfort of all, please arrive clean and avoid attending if you are unwell.
  • Feedback: We appreciate constructive feedback and encourage you to share any concerns or suggestions directly with us.
  • Respect the Space: Keep noise levels appropriate and respect the relaxing atmosphere of the salon.
  • Clean as You Go: Everyone should contribute to keeping the salon tidy by cleaning up after themselves and disposing of waste properly. Bins are avilable for any rubish that you may have, please ask your stylist if you cannot see a bin.
  • Safety First: Follow all health and safety regulations, including proper handling of tools and chemicals.
  • Positive Attitude: Help maintain a friendly and welcoming environment by being courteous and approachable to everyone in the salon.
  • Smoking & Vaping: Whilst we can’t stop you from smoking or vaping during your treatment, we strongly encourage all colour clients to refrain from leaving the salon during their treatment. Changes in temperature and excessive movement can affect the efficiency of the colour used and cause bleeds & smudges. Charmè Hair will not take responsibility for any changes caused by the client leaving the building unnecessarily.

By following these guidelines, we can ensure Charmè Hair remains a place where everyone enjoys a top-tier experience. Thank you for being a part of our salon community!

Reservation & Deposit Policy

At Charmè, we understand that sometimes plans change. To ensure smooth operations and fair treatment for both our clients and our staff.

Deposits:

  • A 20% deposit is required to secure all appointments. This deposit will be deducted from your total bill at the time of your appointment.

Payment Information:

  • The card used to pay your deposit will be securely stored in our system. You may choose to use this card to pay the remaining balance of your bill at the time of your appointment.

Appointment Cancellation Policy

Cancellations:

  • Cancellations made with at least 48 hours' notice will be eligible for a full refund of the deposit.
  • Cancellations made with less than 48 hours' notice, or no-shows, will forfeit the deposit. This policy is in place to compensate our staff for lost time and potential bookings.

No-Shows:

  • First No-Show: If you fail to show up for your appointment without any prior notice, your deposit will be forfeited.
  • Second No-Show: For any subsequent no-shows without notice, a 50% non-refundable deposit will be required to book any future appointments.
  • Third No-Show: A third no-show without notice will result in a ban from booking future appointments at Charmè Hair LTD

Exceptional Circumstances:
We understand that unforeseen circumstances can arise. If you have a genuine emergency that prevents you from attending your appointment, please contact us as soon as possible. We will consider such situations on a case-by-case basis and at our discretion, may waive the cancellation fee.

Contact Us:
If you have any questions or need to reschedule your appointment, please contact us during our business hours or if the emergency is out of hours please email or provide a voicemail.

Colour & Skin Test Policy

At Charmè, the safety and well-being of our clients and staff is our top priority. To minimise the risk of allergic reactions and ensure accurate booking of services, we have the following policies regarding skin testing and consultations:

Skin Testing:

  • Legal Requirement: We are legally required to conduct a skin test (allergy test) at least 48 hours prior to any hair colouring service. This test helps us identify potential allergic reactions to the products we use. Skin tests under the age of 18 must have a adult present for the test and for the consultation, anyone under 16 will not be allowed a colour appointment.
  • 48-Hour Rule: All clients undergoing a hair colouring service must have a skin test at least 48 hours before their scheduled appointment.
  • No Skin Test, No Colour: If you have not had a skin test within the required timeframe, your hair colouring appointment will be cancelled. We will notify you by phone or email to reschedule your appointment once you have completed the skin test.
  • Skin Test Procedure: A small amount of or permanent colour will be applied to your behind the ear. You will be asked to monitor the area for any signs of irritation for 48 hours.
  • Existing Clients: Even if you have had a skin test with us before, you may be required to have another one if it has been longer than 6 months since your last appointment, or if we are using a new product. Our team will advise you on this.

Consultations:

  • New Clients & Package Bookings: All new clients and clients wishing to book package deals are required to have a consultation before booking their appointment. This allows us to:
    • Discuss your hair goals and desired look.
    • Assess your hair type, condition, and previous treatments.
    • Recommend the most suitable services and products for your hair.
    • Ensure we allocate the correct amount of time for your appointment.
    • Provide an accurate price quote.
  • Booking After Consultation: Once the consultation is complete, you can then book your appointment.

Why These Policies Are Important:
These policies are in place to protect you, our valued client, and our staff. Allergic reactions to hair dye can be serious, and we take every precaution to prevent them. Consultations are crucial for ensuring you receive the best possible service and that your hair goals are met.

Contact Us:
If you have any questions about our skin test or consultation policy, please do not hesitate to contact us via our contact us section.

Complaints Policy & Procedure

At Charmè, we are committed to ensuring your complete satisfaction with our services. We understand that sometimes a hair service may require a slight adjustment to achieve the perfect look. If you have any concerns or are not completely happy with your hair, please contact us within two weeks of your appointment. This timeframe allows us to consider any environmental factors that may have affected your hair.

Once you've contacted us, we will schedule a consultation for you to come back to the salon. During this consultation, we will discuss the issue in detail and work with you to rectify the problem to the best of our ability. If, after this, you are still not satisfied, we will consider a refund.