Collective Hairdressing®: Mandatory Booking & Safety Policy

By making or placing any booking at Collective Hairdressing® hair salon, you agree fully to the following Terms & Conditions, Cancellation Policy, booking and safety policy and our satisfaction guarantee Protocols. We are committed to providing the very best service, and these policies ensure a smooth experience for all clients.

• Client Information is Mandatory: You must provide your full details (Name, Address, DOB, & Contact Telephone Number) at the time of booking. This is required for client identification, accurate record-keeping, and insurance compliance. Failure to provide the requested details will result in refusal of service.

• Booking Fee: A minimum 50% booking fee is required at the time of placing ALL bookings to secure the appointment time in our diary. A larger booking fee may be required for longer or group services.

• Appointment Time is an Arrival Time Only: All bookings made are an arrival time and NOT a guaranteed start time. We endeavour to adhere strictly to allocated times, but individual services or prior clients may require more time. Please be patient, as we guarantee you the same dedicated attention.

• Abuse Policy: We operate a zero-tolerance policy for verbal or physical abuse towards any of our team members or other customers. Any such occurrence will be reported to the police.

Your safety is our top priority. We adhere strictly to the latest hair salon industry guidelines for colour services.

• AAT Requirement: For ALL hair colouring services, an Allergy Alert Test (AAT) must be carried out at least 48 hours prior to your appointment.

• AAT Validity: Once performed, the AAT is valid for 90 days only. After 90 days, or if any other triggering event occurs (see below), a new AAT is mandatory. We electronically register all tests carried out.

• New Clients & Colour Changes: You MUST book a consultation first if you are a new client or an existing client changing your colour shade/brand. This allows us to:
  
  • Perform a detailed assessment and hair scan.
  • Perform the necessary AAT using the exact colour mix that will be used during your service.
  • Perform a test strand (if needed) to assess the final result and hair condition.
  • Clients must not book any colouring service until a consultation has been carried out and approved.

• Exceptions & New AAT Required: A new AAT is required if:
  
  • 90 days have elapsed since your last test.
  • You are changing the shade or tone of your previous colour.
  • You have had a recent vaccination between colouring services.
  • You have had a new tattoo (including henna, semi-permanent make-up, or further work on an existing tattoo).
  • You have had a change in medications.

• AAT Procedure (In-Salon):
  
  • The test is performed on an area of skin (approx. 1cm x 1cm) on the inside of the elbow.
  • A small amount of the mixed Colour Crème is applied and left uncovered for up to 45 minutes (The time is dependant upon each brands development time).
  • You MUST remain in the salon for the entire duration.
  • After 45 minutes, the Colour Crème is carefully washed off with lukewarm water.
  • A reaction can take up to 48 hours to develop. If any reaction occurs (burning, stinging, rash), rinse immediately and seek medical advice.

Failure to comply with the AAT requirement: If you attend a colour appointment without the necessary AAT, we will NOT carry out any colouring service under any circumstances. We will be happy to proceed with any conditioning, cutting, or styling services, but you will still be charged as set out in the Cancellation Policy for the full diary time booked.

We operate a strict 48 hours notice of cancellations & rescheduling for all bookings. Cancellations must be made by TELEPHONE ONLY on 0191 222 1311 during our salon opening hours. 

• Why this policy is essential: As a high-end, independent small business, Collective Hairdressing® hair salon relies entirely on the successful scheduling of appointments. Wasted appointments due to late cancellations, last minute rescheduling or no-shows directly impact our team's ability to earn and necessitate higher prices across the board. This policy ensures we can maintain the exceptional quality and dedicated time you expect from our services. 

Cancellation or Reschedule / Change of appointment:

• Outside 48 hours-No Charge: 50% booking fee is refunded to your original payment method used at time of booking. In the case of rescheduling the appointment the booking fee will be transferred along with the appointment.

• Within 48 hours (For ANY Reason) - 50% Charge: This is taken from the 50% booking fee paid at the time of booking. 

• Failure to Attend (No Notification)100% Charge: This is taken from your 50% booking fee and the remaining 50% is charged to the payment method used for the deposit. All future appointments will require 100% booking fee at time of booking.

• All Booking Fees are Non-Refundable, except when the appointment is cancelled or rescheduled outside of the 48-hour notice period.

• Future Appointments after Failure to Attend: Clients who fail to attend a booked appointment without notification will be required to pay a 100% booking fee at the time of booking for all future appointments.

• Repeat Offence: Failure to attend without notification on more than 2 occasions will result in a permanent ban from booking any further appointments at Collective Hairdressing®.

• Administration Fee: In exceptional circumstances where a refund is credited back to your payment card, a £10.00 administration fee will be charged.

• Manager's Decision: The Manager's decision is final in all matters regarding cancellations & rescheduling policy, booking and safety policy, satisfaction guarantee policy and charges.

We have complete confidence in our ability to delight you, which is why we offer this unique satisfaction guarantee .

• Our Promise: We will take the time necessary to complete your service and never rush you. We will always listen to your needs and recommend the correct homecare and advice.

• Refund Policy: If you are not completely satisfied with the results of your service, you MUST tell us within 7 days so we can put it right. We will re-do the service for FREE and credit your account with a FREE future service.

• Satisfaction Guarantee Condition: The 100% Guarantee is only valid if you follow the professional advice of your stylist, which includes using the exact professional shampoo, conditioner, styling, and finishing products recommended by your stylist.

• Services Against Advice: If you choose to go against the professional hair salon advice given by your stylist (e.g., performing a service that may damage your hair), we will document and ask you to sign a waiver stating what is not covered by the satisfaction guarantee. We reserve the right to refuse any service to protect you, your hair, and our reputation.