STIL Salon – Client Care & Booking Policy
At STIL Salon we are committed to offering a consistent, luxury experience for every client.
We will ensure all clients receive the same quality service. We will never discriminate against age, sexuality, disability, race or class.
We offer complimentary 15 minute consultations to every new client prior to their visit if required.
We will give honest advice and true opinions about style and colour choices so that you achieve the best possible outcome from every salon visit.
We will always greet you in a friendly manner and carry out your service with a smile.
If in the unlikely event you are unhappy with your hair, we will be happy to see to any problems within 48 hours. Please contact our Client Experience Manager as soon as possible after your service. Our policy is to offer you a further service on a complimentary basis to ensure your full satisfaction.
We promise to use the best quality products and equipment at all times.
We promise to carry out every service to the best of our ability. We will never rush you or compromise your experience to accommodate others.
We will always endeavour to keep to your scheduled appointment time. Occasionally, due to unforeseen circumstances, we may run behind. In this unlikely event, we will always give you an expected wait time and do our best to keep to it.
You will always be offered refreshments during your salon visit.
During your backwash experience you will always receive a head massage to ensure ultimate relaxation.
Our tiered pricing reflects our team’s experience and education.
Colour Safety Policy
We insist that a skin test is carried out to safeguard our clients from reaction. Please ensure you have had a skin test 48 hours prior to any colouring service, including off-scalp colouring.
Deposit & Cancellation Policy
As part of our salon policy, we kindly require a 50% deposit for all bookings to secure your appointment.
When the deposit is due
We kindly ask that you complete the deposit within 48 hours of scheduling your appointment. For appointments booked within 48 hours of the appointment time, the deposit is required at the time of booking, however we offer a one hour grace period to complete the payment.
If the deposit is not received within this time, we are unable to hold the appointment due to high demand and the slot may be released.
How your deposit is used
Your deposit will be deducted from your final bill on the day of your appointment.
Cancellations or rescheduling with more than 24 hours’ notice
If you need to cancel or reschedule, and you give more than 24 hours’ notice, your deposit is fully refundable or can be transferred to a future booking. We hope this offers you peace of mind while we secure your booking.
Cancellations, rescheduling or changes with less than 24 hours’ notice
If you cancel, reschedule or significantly change your service with less than 24 hours’ notice, your deposit will be retained. This is because your stylist’s time has been reserved for you and at short notice we are often unable to fill the space.
No-shows
If you do not attend your appointment and no notice is given, your deposit will be retained in full. Future appointments may also require full prepayment.
Late arrivals
If you arrive late, we will always do our best to complete your service in the remaining time. However, we may need to adapt or shorten your service to avoid impacting the next client’s appointment. In some cases, if there is not enough time to proceed, the appointment may need to be rescheduled and your deposit may be retained.
Hygiene & Salon Environment
At STIL Salon we prioritise the health, safety and well-being of all our clients and staff. To maintain a clean and hygienic environment, STIL Salon reserves the right to turn away any client if there are concerns related to hygiene, including but not limited to the presence of head lice or other communicable conditions.
Should a client be turned away for these reasons, any deposit paid will be forfeited, as our stylists’ time has been reserved and cannot be recovered. We kindly ask all clients to ensure they are free from any such conditions prior to their appointment. This policy is in place to protect everyone who visits and works at our salon. Thank you for your understanding and cooperation.
Feedback & Data Protection
We appreciate your feedback, good or bad. Please feel free to express your thoughts to any member of staff during your visit or via email to [email protected]. All feedback, whether positive or negative, will be assessed on an individual basis.
All personal data held at the salon will not be shared with third parties. We are committed to meeting data protection obligations and ensuring the protection and security of all personal data.