BROWNIES

Terms & Conditions

Please be aware by making an appointment you acknowledge that you understand and agree to these terms and conditions. Brownies reserves the right to cancel, delay, shorten or change treatments where reasonably necessary as a result of the details below.

 

BOOKING APPOINTMENTS

Brownies is a busy salon and so to avoid disappointment we ask that you book your treatments as soon as you are able.  Re-booking at each appointment, and especially at busy times of the year is encouraged. Appointments can be booked by calling, our booking system or emailing us. You can also contact us via Facebook and Instagram messenger.

 

You will receive an email / text message to confirm your booking at the time it is made, so please ensure that we have your up to date email and mobile number.  Please check your appointment details and let us know as soon as possible if anything is incorrect.

An appointment reminder will be sent out by text message and/or email 48 hours before your appointment, so you can change, confirm or cancel by telephoning or emailing us immediately. If you cannot make your appointment for any reason, please inform us straight away.  This enables us to allocate your appointment time to someone else.

 

CANCELLATIONS AND “NO SHOWS”

If you need to cancel your appointment, please contact us at least 48 hours in advance. Since we turn away other clients to hold your booking, any cancellations with less than 48 hour’s notice may result in treatment fees being charged. Any cancellations within 24 hours and you will unfortunately forfeit your deposit.

 

REFUND POLICY – SERVICES

Our treatments are carried out by a qualified therapist. If you are unsatisfied with a treatment you have received, please bring it to the attention of your therapist and follow our complaints procedure as detailed below.  We do not give refunds on any treatments however we will look into your concerns immediately and try to resolve the matter as quickly as possible.

 

COMPLAINTS PROCEDURE

We aim to ensure that every client is delighted with the services that they receive at Brownies, however, we recognise that on occasions things can go wrong. If this does happen we will try to put things right at the earliest opportunity.

This procedure advises how to bring matters to our attention if you are not happy with the service you have received.

We will ensure that all complaints are followed up and where appropriate, action is taken to prevent future occurrences.

The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems.

 

Complaints need to be documented in writing via email to emma@browniestanning.co.uk

 

Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact concerns.

Your complaint will be assessed by the management team.  We aim to get back to you within 2 salon working days of receiving your complaint.