Policies and Procedures

By undertaking an appointment with me you are agreeing to the terms listed here in the policies and procedures. If there is anything you wish to discuss please feel free to contact me.

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• What you need for your appointment

1. Clean, dry and product free hair to work with if booking a colour or trim.

2. Space enough for you to be sat on a chair and so I can get around you with ease.

3. A low back chair that will not get in the way of me getting to your hair, is stable and comfortable. Other wise I do have a folding chair for those that don't have one, just please let me know a day or two before your appointment so I can remember to bring it with me.

4. Good lighting so I can see what I'm doing to your hair.

5. Space to wash hair. If washing your hair in the appointment we need enough room for us both, and it's easy to lean over either a bath or sink. With a sink, it can take longer but I do have sink attachments if needed. It is possible to do in a shower unit although be prepared to get wet! If you're a new client I wish to see your hair before washing it to look at hair texture, and growth patterns. 

6. A towel. Since Covid, I no longer supply towels. For colouring appointments please have a towel that you aren't afraid to possibly ruin.

7. I may need to wash a few bits up, so please clear a sink for me so I don't unintentionally get hair/colour/product on your things.

8. Good signal or Wi-fi to take payment via card and Rebook afterwards.

9. Please inform me of anything I may need to know for example: you have a physical disability that may impact movement to which a career maybe be advised to be present, or your deaf so I don't call but text instead etc.

10. The rest is all supplied by me, so sit back and relax.

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• Covid/Flu procedure:

 

I am Immunosuppressed (I get ill easily and quickly and it takes me longer to get better) and have clients that are high risk/ vulnerable, so I have put in place these measures to keep everyone as safe as possible. I hope you can understand my caution and follow what I ask of you.

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If for any reason you or someone in your home has fallen ill with flu or very bad cold like symptoms it could be covid. Please notify me as soon as you can to reschedule your appointment to avoid charges.

If it is just a cold we can go ahead but please can I ask us both to wear a mask for your appointment, just incase.

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Symptoms to be aware of for Covid/Flu:

• A new, continuous cough (coughing for more than an hour or having 3 or more coughing episodes a day)

• A fever or Chills (temperature of 37.6 degrees or higher/ hot to touch on the chest and back)

• A loss of/change of smell /taste

• Breathlessness

• An aching body

• Headache

• Sore throat

• Blocked and/or runny nose

• Loss of appetite

• Diarrhoea

• Nausea or being sick

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For you the client-:​

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1. Please clean the areas, that we will be doing your hair in. This will include the bathroom for washing your hair. Hygiene and cleanliness are key to stopping the spread of any bacteria and contagions, therefore I ask you to uphold these practices to the best of your abilities on the day of your appointment.

2. Please let me know as soon as possible if you feel unwell and aren't sure so I can help guide you or reschedule you.

If I feel you have not followed any of these requirements, I withhold the right to not fulfil appointments and charge up to 50% of the appointment for loss of income. This being not just myself at risk but others I come into contact with too.

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For myself-: ​​​

1. All of my kit is cleaned between appointments and thoroughly cleaned and sterilized weekly.

2. Before your appointment commences I will use hand sanitiser and wear a mask if you have asked me to prior, or one of us has a cold. 

3. Re-usable items such as gowns will be used once per client/household and washed at my home. 

4. Any disposables (PPE, foil etc.) used will be put into your rubbish.

5. If I become ill I will do my upmost to notify clients on a daily basis while ill and either reschedule or wear a mask depending on the illness.

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• Bookings

I take bookings via Fresha (booking software), in person, email and via phone and messages.

If contacting me via email, phone or messages please be aware I answer these between the hours of 8 am and 8 pm weekdays. I don't respond over the week ends, bank holidays or Christmas holidays.

 

I have done the best I can to make booking services easy and easy to understand by adding explainers. 

All bookings are timed allocated slot's if you need extra time please contact me directly by phone or WhatsApp so I can allow for this. Extra time is charged by 15 minute intervals, at £5.50 per 15 minutes for cuts and hair styling appointments. This is so you get the time you need, and I don't keep others waiting that day. 

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You will be asked to confirm your appointment by inputting your payment card details. This is a measure put in place by Fresha (my booking software). 

Once your Fresha account is completed it will do a verification transaction of £0.01 to check your card is valid and will automatically refund it once confirmed. It will not charge you until your appointment is completed and checked out by myself, for other charges please read on.

 

You can also book directly through the Fresha App. or the links here on my website, Facebook page and Instagram page (With the exception of a specialist colouring service).

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• Booking for colours procedure:

If you are a new customer, wanting a Specialist colour service or a Lived in Blonde, I would like to carry out a consultation (via a consultation or haircut appointment) so I can be as prepared for your colour appointment as possible, we are on the same page for goals, patch test and possibly do a strand test if needed to attain your goal.

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A non refundable deposit of 50% of the cost of service will be required to those that have not set up confirmation through Fresha for new clients (see deposits below).

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When booking a colour service and not having a cut, a blow dry/style after is mandatory, to see the colour when your hair is dry, its meeting our discussed goal and you are happy with the results.

If you do not wish me to stay to help wash out the colour and then style your hair after; the price is fixed and I can not be held accountable for the goal not being reached, as I didn't see the end result in person, and any remedies as a result, will be charged as it would be classed as a separate booking.

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If we use more than the predetermined amount of colour, I will need to talk to you and add an extra £7 per bowl as it is to cover the cost of product.

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Children under the age of 16 should never be offered any hair colour or foils service, including initial allergy testing. The reason is that all colouring products used in the UK are labelled as “not intended for use on persons under the age of 16” and is in turn deemed unlawful. 16 and 17 year old's need to provide proof of age and written parental consent.

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• Patch Testing policy and Procedure: 

Covid can increase your likeliness to have a reaction to colours. It is advisable to re-patch test after exposure to covid.

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Patch testing for colours is required by Manufacturers alongside Insurers therefore making it lawful, and has different time periods depending on the manufacturer of the colourant and the insurance brokers guidance. 

The products I use require a patch test 48 hours minimum, before your appointment is carried out, via a consultation or in a haircut appointment. This is done by a small amount of colourant applied to a clean area of the forearm or behind the ear. After the full development time of 30 mins, the area can be wiped away with a tissue/ cotton pad and warm water only. After 48 hours the area can be washed with soap.

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Signs of irritation are; itching, redness, or swelling. If this occurs please wash the area immediately, and let me know the results as we can not continue a colour service due to an allergic reaction. If symptoms persist for more than 3 days contact your GP.

If you experience more severe symptoms such as swelling of the face, eyes and mouth, and have trouble breathing call 999 immediately!

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The time's that I will need to patch test are:

• Your new to having colour with me.

• We're changing the colour brand.

• There's been a change in your medical history (a new medication for example).

• You've used a box dye or at home colour kits since we last saw each other.

• It's been 6 months or more since your last colour with me.

• You've had Covid since I last saw you.

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Colour Manufacture warning states: 

Hair colorants can cause severe allergic reaction.

This product is not intended for use on persons under the age of 16.

Temporary 'black henna' tattoos may increase your risk of allergy.

Do not colour your hair if you have; a rash on your face or sensitive, irritated and damaged scalp. You have experienced a reaction to temporary 'black henna' tattoo in the past.

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On occasion I may need to take a Strand test. This a  small cutting of your hair from the root, to be tested with a chemical service. This can be a necessary precaution if I feel your hair maybe compromised or even just to see if it can or will do what we want it to and go from there.

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• Payments:

These can be made via Cash, Card (not American express cards), Bank transfer (always select to a business) or through the Fresha app. provided I have good signal for Data or I will need to use your Wi-fi please.

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• Deposits procedure and policy:

As stipulated earlier in this guide I require a non refundable deposit of 50% of the service being booked for new colour clients that has not set up confirmation via Fresha. This is an insurance as they are long appointments (just like tattoo artists do nowadays). The deposit is taken off the total of your bill so you will be paying half at the consultation/hair cut, and half on the day of your appointment. This is done by cash, card or bank transfer (not through Fresha) on the day of your consultation, and a note made on your details that the deposit has been paid.

You are able to rearrange your appointment with no further charges provided it is made a minimum of 49 hours before your appointment, when booking through the Fresha app. otherwise you may be charged the cancelation fee (see no shows and late cancelations for more). If you make a total cancellation you will not receive any monies back of your deposit.

If you have not confirmed via Fresha for your appointment and cancel Late/do not show, I will take for a non refundable/transferable deposit before booking your next appointment.

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• No data sharing policy:

All data stored of you will be kept via my booking software Fresha and up to date according to current General Data Protection Regulations, and will not be shared with any third parties. All information will be deleted upon request or if you have not been a client for two years.

 

You can request for your own data only.

I store this Information on my bookings system known as Fresha (a professional subscription booking and payments software). I also keep a copy of your contact information and address on my mobile as a precaution I can not access my booking system to get hold of you.

The ONLY time anyone would contact you on my behalf is if I am in a medical emergency, I am due to go to you and I can not talk to you myself. If this were to occur it'll likely be my partner.

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• Refunds policy: 

As a sole trader I can not provide refunds on services given, how ever I am willing to resolve any issues of services provided by myself (Bex Betts) with no charge to the main service, with exception of a call out fee to cover cost for distance travelled out side of my usual service area.

Any issue raised must be reported to me within ONE WEEK of the initial appointment, otherwise you may be charged the full amount for the issue to be resolved.​

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• No shows or Late Cancellations policy:

Forgetting to be home or cancelling with-in the 48 hours, prior to your appointment leads to others being let down and my time, fuel, and child care costs being wasted.

Please be respectful of this! 

 

A charge will be taken. This is a 30 % charge of the full service for cancellation within the 48 hour window before the appointment time, and a 50% charge of the full service for canceling on the day/time of your appointment and No Shows.

Understandably emergencies occur and will be forgiven, if it is a medical or of similar circumstance, provided you've contacted me either before or within 15 minutes during your appointment, you may be charged otherwise.

If you have become severely ill you can not go ahead with your appointment, and have a booking with me please contact me as soon as possible to avoid being charged these fee's. 

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• Price increases:

I check my prices every year and if need be, I raise my prices in line with the minimum wage and other factors that effect the running costs of my business. I will always let you know before they go up, and usually put the increase on my website before the due date of the new prices to be implemented. I am one who isn't shy to answer why, but please know not everyone in this trade is as bold as I to outline underlining factors for the reasoning behind my fee's. This also does not mean they are negotiable. I will do my best to guide you through what's possible within your budget and goals as best to my abilities.​

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• Discounts:

Birthday Discount 15% off - If you have logged your birthday in the system and have booked within the same week (Monday-Sunday) you will receive the Birthday discount, as my birthday present to you.

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Recommendation 10% off - If you have recommended me to someone and they have mentioned your name and completed their appointment, I will give you (the recommender) the Recommendation discount off your next appointment as a thank you for gaining me a new client.

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My Right to Refuse Service

Here in the UK legislation is; any business has the right to refuse to provide a service, provided it is not discriminatory.

The main reasons I would refuse include:

• Your appointment has not been confirmed.

• I have childcare issues and/ or illness which affects my availability. In this instance I will do my upmost to seek a solution with you the client.

• Any abuse towards myself or my work habits. Any abuse will result in a lifetime ban against you.

• I do not feel safe to perform the service.

    Examples are: Harassment of any kind. The client is under the effects of alcohol or other substances. The Client has an injury impacting the ability to do my job. The premises are not fit for access (extreme hoarding) or not safe to enter. 

• I am not physically able to do my job.

• A lack of training on my part.

• Too many last minute cancellations/no shows/late reschedules. 3 strikes rule.

• Underage for colour service. Anyone below the age of 16.

• Proof of age and parental written agreement not provided.

• Service not suitable for your hair and would result in excessive damage.

• Covid-19 policy not met and deemed a possible health threat.

• Outstanding payments due. No bookings will be made until full payment is received, and a ban will be placed on you if it is not paid within an agreed time scale.

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A code of conduct (my promise)

1. If I run later than 5 minutes, I will do my best to call and let you know within the 1st 15minutes of your appointment. Things happen like road accidents and heavy congestion and there's not much I can do, but update you. But If I'm running really late that it'll affect the next hair client, I'll call them to let them know the situation too as soon as possible.   

2. If I am sick or have an emergency, I will contact you on the day of your appointment as soon as I am aware from 8:30am to re-arrange. I don't get sick pay, so I'm just as annoyed as you are! Cancellation fee's will not apply in these situations.

3. I see many clients that have pets so if your allergic please be advised that myself and my kit may be contaminated by fur. If you are severely allergic please let me know so that I can accommodate your needs to the best of my ability.