Customer Satisfaction Policy

Objectives & Background 
Service Guarantee at Hair Sensations our priority is for all clients to be completely satisfied with every aspect of the service they receive within our salon. 

Our team strives to deliver a high standard of results in everything we do, but on the rare occasion, we do receive a complaint we take it seriously. We have a comprehensive complaints process in place to make good any problems raised where necessary, and to ensure that all feedback is heard, considered, and acted upon for salon and system improvements or for educational purposes. 

Complaint Process
Should you have a complaint If you are unhappy with a service that you receive at our salon, you must notify us whilst at the salon or within 7days of your service. We promise to handle all feedback sensitively and compassionately and aim to resolve all complaints within 7 working days of receiving them. 

Should you have a complaint If you are unhappy with a service that you receive at our salon, you must notify us whilst at the salon or within 7days of your service. We promise to handle all feedback sensitively and compassionately and aim to resolve all complaints within 7 working days of receiving them.

We accept complaints in person, by phone call 0427 27 28 20 or via email to jodie@heidelhairdressing.com.au

When we deem a complaint reasonable, we will arrange a suitable time for you to return to us for complimentary service, redoing part or all of your initial service free of charge. Please note that we are unable to offer complementary services to resolve a complaint if;

You have visited another salon since your appointment with us, applied any color to your hair, or altered your haircut in any way. We reserve the right to see exactly what the results of your service with us look like.

You have cancelled or failed to reschedule the complimentary service 48hrs prior to the complimentary appointment or did not show up.

You have rescheduled your complimentary appointment more than twice and/or is now past 7 working days of service. 

Your friend, family, husband, etc have not noticed or do not like your new style, cut, or colour, and or change of mind.

Rights

HEIDEL hairdressing vows to never discriminate against anyone on the grounds of protected characteristics. Our right to refuse a service may be due to one of the following reasons.

A client is or has refused to adhere or breaching our appointment cancelation policy found on our website.

A client is not responding to our communication to provide complimentary service and it is now been 7 working days after the service.

A client is unable to provide a receipt of service or there is no record in our system that the client receives the service and or product.

A client is at a minimum of 15 minutes late for their appointment, resulting in us being unable to complete their service to a high standard or that of following clients.

The salon has reached maximum capacity.

The salon is not open (out of hours).

A safety issue or health hazard has been caused in or within close proximity of the salon.

A client is intoxicated and/or under the influence of illegal substances. 

A client threatens harm to any one of our clients or employees, verbal or physical, and includes discrimination, degradation, intimidation, and or harassment. 

4. Feedback

a) We welcome all feedback HEIDEL hairdressing and it enables us to continually improve our systems, salon, and services with you in mind. If you would like to give us feedback, please do so by emailing us at jodie@heidelhairdressing.com.au