14 DAY SATISFACTION GUARANTEE
It’s important to us that we get your hair 'just' right. That’s why we offer a complimentary adjustment service within the first 14 days following your haircut or colour. An adjustment for a haircut typically involves a simple change or fix, which can usually be resolved in 15 to 30 minutes. Just reach out to us as soon as you can within a two-week timeframe, explain the issue to our team, and they will arrange a convenient appointment for the necessary adjustment.
We recognise that occasionally a client may change their mind about how they want their hair to look or find that a request they made doesn’t work for them after all. If you decide that the shape or colour you initially requested isn’t quite right for you, your original stylist may offer a 50% reduction as a goodwill gesture for an appointment booked within two weeks of your original visit.
STARTING YOUR SERVICE ON TIME
As a service provider, our aim is to run to time. We are aware that occasionally life can get in the way and unexpectedly both clients or our team can run late. For this reason, we offer our clients a 10-minute cut-off period from the scheduled booking time before having to reschedule the appointment. In return, we ask that you are equally as understanding if our team are running late for your appointment.
LATE CANCELLATIONS or MISSED APPOINTMENTS
Booking Policy
By choosing our services, you agree to the following terms:
• A valid payment card must be provided to secure all appointments.
• As detailed below, your card may be charged for late appointment cancellations or no-shows.
Late Cancellations and No Shows
Late cancellations and no-shows are detrimental to our business. We understand that plans can change. If you need to reschedule, kindly inform us at least 48 hours in advance. We will gladly adjust your appointment without penalty.
If notice is given less than 48 hours prior, we will attempt to resell the appointment. If unsuccessful, a 50% charge of the scheduled service applies.
Any subsequent late cancellations or no-shows will incur a 100% charge of the scheduled service. From this point onwards, 100% of the service price must be prepaid to confirm each booking.
All deposits and card handling are powered by Stripe, ensuring the highest security and **Level 1 PCI Compliance**. Neither our salon team nor our Phorest Salon Software has access to the raw card details at any stage.
PRICE GUIDE
Our Price Guide provides an overview of our services and pricing tiers. At Pure Hair, we offer various price levels to match different client preferences, stylist expertise, and budget requirements. We encourage you to consult with your stylist (or our friendly front-of-house team) to help find the stylist best matched for you.
We refer to our Service Menu as a 'Price Guide' because today's professional hairdressing services are often truly tailored to our clients' unique requirements.
Each of the services we offer is allocated a pre-set amount of time. If your stylist requires additional time to achieve your desired look, it can be added to your service at a rate of £15 per extra 15 minutes.
SERVICE TIMES:
Cut & Finish (45 minutes) from £45.00
Wet Cut (30 minutes) from £45.00
Blowdry (30 minutes) from £26.00
Hair Up (45 minutes) from £65.00
Gents Cut (45 minutes) from £30.00
Children's 0-6 Wet Cut (30 minutes) from £20.00
Children's 7-13 Wet Cut (30 minutes) from £25.00
Under 16’s Cut & Finish (45 minutes) from £30.00
Additional 15 Minutes Service Time (15 minutes) £15
Technical Blowdry (valid when booked with a colour service) (30 minutes) from £15.00
Consultation (15 minutes) £0
Couture Colour (Bespoke Colour including Balayage) (75 minutes) from £99.00
Full Head Highlights (75 minutes) from £88.00
Half Head Highlights (45 minutes) from £78.00
Parting Highlights (30 minutes) from £62.00
Universal Colour (One Permanent, Semi or Gloss) (30 minutes) from £55.00
Dimensional Colour (Universal Colour plus 6 Foils/Meche) (45 minutes) from £70.00
Men's Flash Back (Blend Grey) (15 minutes) from £15.00
Toner (book in addition to your main colour service only) (15 minutes) from £20.00
Extra 6 Foils/Meche (bookable in addition to dimensional colour only) (15 minutes) £15.00
EXPRESS KeraTriplex/HydraTriplex Treatment (15 minutes) from £25.00
EXPRESS Kera & HydraTriplex Double Dose (15 minutes) from £30.00
Eufora Pro Treatment (30 minutes) from £24.00
Fard Colour Conditioning Treatment (15 minutes) from £6.00
Olaplex (15 minutes) from £18.85
Sensus Ritual (15 minutes) from £10.00
Our Graduate Level Stylist may allocate an additional 15 minutes for your service, of which the first 15 minutes will be complimentary at this level.
PRICE TRANSPARENCY
Your stylist will always be able to provide you with an exact price following the consultation.
CONSULTATION
Consultations are complimentary and last for 15 minutes. To enhance your experience and ensure your stylist has all the necessary information ahead of your appointment, we may send you a digital consultation form via email. This form will allow you to share current images of your hair as well as examples of the desired look you wish to achieve.
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FRINGE TRIM
To help extend the life of your haircut, we offer a complimentary fringe trim service as long as it is within 6 weeks of your last Pure Hair cut service. Available with selected stylists. (Fringe trim appointments can be double-booked at the start of another cut service of a different client, as this can be cut while the main client is being shampooed.)
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COLOUR RESPONSIBLE POLICY
What being 'COLOUR RESPONSIBLE' means:
At Pure Hair, we follow a Colour Responsible Policy for the safety and peace of mind of our clients. We appreciate that many of our clients have been colouring their hair for many years; however, to prioritise our clients' safety, we believe it is essential to have a colour responsible policy that requires ALL NEW clients to undergo an allergy alert test between 7 days and 48 hours before hair colouring. We regularly screen clients (by asking questions) prior to colour services to prioritise your safety by identifying any possible reasons a colour service should not proceed.
As an existing client, you may be required to take another Allergy Alert Test prior to your colour if the screening questions we ask identify something that has changed since your last Pure Hair colour service.
We kindly ask you to pay attention to any changes between your salon visits in the following five areas:
•Having an allergy to something other than hair colour since your last salon colour
•If you have started taking steroids or immunosuppressant medication
•If you have suffered a scalp injury or developed active dermatitis
•If you have had a black henna tattoo or permanent makeup
•Or if you have had colour applied at home or in another salon since your last appointment with us
•You will also need to be re-allergy alert tested if it has been more than 12 months since your last colour with us.
SKIN TESTING AND SCREENING FOR SENSITIVITY AND REACTIONS
AAT (Allergy Alert Test)
Make an in-salon appointment for an ‘Allergy Alert Test’ between 7 days and 48 hours prior to your appointment. We will ask you to complete a questionnaire and apply a small amount of colour formula to the inside of your arm, just below the crease of your elbow. Leave it for 55 minutes; should you experience any signs of irritation, reddening, swelling, inflammation, or itching, please contact us. If you develop symptoms that make you unwell, please contact a medical professional. When you attend the salon, we will observe the test site. Subsequent colour services may not require an AAT test, subject to screening questions. All our stylists have been trained to test and screen for suitability for colour services. We have vast experience in safe colouring – you can be assured we only use the best products and invest in the most up-to-date practices. We take your safety and our work seriously.
WHY DO I NEED AN ALLERGY TEST?
Reactions to hair colour – while extremely rare – can be serious and even life-threatening. There are strict guidelines from manufacturers, insurers, industry bodies, and the MHRA regarding the use of hair colour. We endeavour to give you peace of mind so you can safely enjoy your visits to the salon.
YOUR FIRST COLOUR
If you’re new to colour with us, you'll require an in-depth colour consultation at least 48 hours prior to your appointment. This will allow us to be 'Colour Responsible'. Your stylist will assess the chemical history of your hair, perform an Allergy Alert Test, and may complete a strand test which will enable us to guarantee we can colour your hair both safely and responsibly.
CORRECTIVE COLOUR / TRANSFORMATIONS
Creating corrective colour, balayage, or better-than-natural trend looks is a highly skilled and delicate process. It will take time, patience, and numerous visits to achieve the desired end result. It’s also worth noting from a cost perspective that most corrective colour or colour transformations will require at least one further “follow-up” appointment within 4-6 weeks following the first correction appointment to ‘refine and balance’. Quoting for this service over the phone is not feasible; a consultation is necessary, especially for more complex services.
GOING LIGHTER
If you're wishing to achieve a lighter colour of 3 or more levels, you'll be required to have a strand test prior to your appointment to ensure we can colour your hair safely.
CUSTOMER COMPLAINTS POLICY
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do.
While complaints are uncommon, we take them very seriously. In the unlikely event that your stylist cannot address an issue directly, we have a structured complaints policy in place. This process ensures that we rectify any problems and learn from your feedback to continually improve our services.
Process
Tell any member of our team you’re not happy with the service you’ve received, either while you’re in the salon or as soon as possible after leaving. Calmly and clearly explain the problem. We will listen to your feedback and ask questions as necessary to understand why you are making a complaint.
We aim to resolve all complaints within eight weeks. If you have already left the salon, don’t go to another salon as we have the right to see exactly what the service or treatment you received from us looks like.
We will arrange a suitable time for you to come back into our salon and discuss your complaint in private. Where we think your complaint is reasonable, we will redo a part or all of the service or treatment again as soon as possible, free of charge. The work can be done by a different Pure Hair stylist if you prefer. If we can’t fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
Alternative Dispute Resolution
If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider: Hair & Beauty Mediation. As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties. It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action.
Please note there is a charge of £12 including VAT for the client and £30 including VAT for the salon.
Hair & Beauty Mediation can be contacted by:
Phone: 01234 831965
Email: mediation@nhf.info
Website: www.nhf.info/complaints