Rectifying Policy for Salon Services

At Ovieya London, we strive to provide exceptional service and ensure complete satisfaction for all our clients. However, if for any reason you are not entirely satisfied with the service you received, we have a rectifying policy in place to address your concerns promptly and professionally.

1. Reporting an Issue

• Time Frame: Clients must report any issues or dissatisfaction with their service within 2 days of the appointment. Issues reported outside of this time frame will exclude eligibility for any of the rectifying protocols. In such cases, the client must book a new appointment at their own expense to address their concerns.

• Contact Method: Issues can be reported by contacting the salon via phone, email, or by visiting the salon in person. Please provide details of the service received, the nature of the issue, and any specific concerns.

2. Assessment

• Upon receiving a complaint, a senior stylist or manager will assess the issue. This may involve reviewing the client’s appointment history, consulting with the stylist who provided the service, and/or requesting the client to visit the salon for an in-person assessment.

3. Resolution Options

• Service Redo: If the issue is deemed valid, we offer a complimentary redo of the original service with the same or another stylist

• Alternative Services: If a redo is not feasible or the client prefers an alternative, we can provide a different service of equivalent value.

• Refunds: In rare cases where a redo or alternative service is not acceptable to the client, a partial or full refund may be considered based on the circumstances.

• Refund and Redo Clause: There is no instance in which a refund and redo will occur together. It will always be one or the other. If at any point a refund is deemed acceptable, a senior member of staff will decide on the refund eligibility.

4. Conditions

• Original Service: The rectifying service must be the same as the original service booked unless an alternative is agreed upon by both parties.

• Timing: The rectifying service must be scheduled within 14 days of the complaint being assessed and accepted.

• No Alterations: The client must not attempt to alter or fix the issue themselves or through another salon/service provider before contacting us. Doing so will void the rectification eligibility.

5. Exclusions

• Preference Changes: This policy does not cover changes in personal preferences or dislikes of a chosen style after the service has been completed as per the client’s request. Clients are encouraged to communicate their preferences clearly during the consultation process.

• Non-Service Issues: Issues not directly related to the service provided, such as personal circumstances or external factors, are not covered under this policy. This includes but is not limited to:

• Damage caused by personal mishandling or lack of proper care.

• Issues arising from environmental factors such as humidity or weather conditions.

• Reactions to products used, unless it is proven to be a result of negligence or improper use by the stylist.

• Hair/Nail/Eyelash Growth and Natural Changes: Changes to the hair, nails, or skin due to natural growth, hormonal changes, or health conditions are not covered. Clients are advised to follow recommended maintenance schedules for consistent results.

• Previous Services: We cannot rectify issues arising from services performed at other salons. Our policy applies only to services provided by our salon.

• Complimentary Services: Issues arising from complimentary services or promotions are not eligible for refunds but may be eligible for a redo at the discretion of the salon management.

6. Communication

• We encourage open and honest communication to ensure we fully understand the client’s concerns. Our goal is to achieve a resolution that satisfies the client and upholds our salon’s standards of excellence.

7. Record Keeping

• All complaints and resolutions will be documented in the client’s file for future reference and to help us improve our services continuously.

Contact Us

For any issues or concerns regarding our services, please contact us at:

• Phone: 020 3649 6897

• Email: contact@ovieyalondon.co.uk

• Address: Ovieya London, 480 West Green Road London, N15 3DA

Thank you for choosing Ovieya London. We value your business and appreciate the opportunity to rectify any issues to your satisfaction.