Terms & Services
SALON POLICY
Our policy does not affect your rights under the Consumer Rights Act 2015
OUR CUSTOMER
- Ask for the service which you would like to have.
- Inform our staff if you are allergic to any chemicals or substances before the receiving any service.
- Whilst receiving any service please provide our staff with your feedback and or comments on their services so our staff can satisfy your requirements straight away.
- Children under 7 vears old should be accompanied by an adult at all times. We will not take any responsibility if any accident happens to your child/children during your treatment at our salon.
- We hold no responsibility for the loss of your personal belonging while you are having the treatment at our salon.
- No pets will be allowed in the salon, except guide dogs.
- We reserve the right to refuse service to any customer:
a) Who does not follow our salon policy/risk assessment related to the pandemic.
b) Who uses abuse language or threatening behaviour.
c) Who will be a risk to themselves or cause risk to our staff should they use a service (in respect of the Equal Opportunities Act and Disability Act).
8. For appointment only:
a) Customers should arrive on time.
b) If the customer is 10 minutes late or more the appointment may have to be rescheduled.
c) Salon may be late due to service overrun, please bear this in mind.
d) Any cancellations should be informed 24-48 hours before the appointment otherwise there will be a charge for late cancellation.
SERVICE GUARANTEE
Customer must follow the Aftercare for the service
- Traditional polish services are not guaranteed.
- Enhancements and gel polish manicures are guaranteed for 72 hours after your appointment. If you lose an enhancement or notice chips or lifting within 72 hours, please call us to schedule a free repair.
COMPLAINTS
Customer must inform us by phone, text or email
- You must arrange an appointment to have your nails fixed within 5 days after your initial service.
- We will not be responsible for any breaking or infected nails 72 hours after you leave the salon due to your negligence and/or not following the nail after care.
- Any infection/breakage/allergy should be reported to the salon formally within 48 hours. After this timeframe the salon will not be liable.
REFUND
No cash refunds will be given after you have left the salon. As soon as you have walked out the salon door that means you have accepted and are happy with the service provided to your nails.
- If you are not happy with your nails, please make us aware of it before you pay. We will adjust them to your satisfaction or remove any enhancements or coatings that have been applied.
- No refund will be given because you have simply changed your mind.
- We will correct any service at no cost to you provided that you tell us immediately after we have performed the service that you are unhappy with the quality of the work. If you are still not happy after we fixed your nails and request the refund, then you have to go through our Customer Complaint Procedure in writing to us, state the reason you are unsatisfied after we redid your nails and provide a photo of the evidence of the nails that were fixed by us.
- If refund is accepted, it will be made by bank transfer within 30 days into your provided bank details.
NAIL AFTERCARE
- Only use non-acetone nail polish remover.
- Do not pick your nails when they start to grow away from the cuticle area.
- Do not use your nails as tools.
- You must return for your infills regularly (between 3-4 weeks).
- Do not attempt to remove your extension at home. Come back to the salon for professional removal.
- Use protective gloves for housework, gardening, DIY etc.
- Take care around extreme heat or naked flames.
- If experience with reaction such as redness, swelling around the cuticle area, please contact your GP.
CUSTOMER COMPLAINT PROCEDURE
We recognise the importance of service and set ourselves high standards. Should there be an occasion when we do not meet your expectations, we are equally committed to dealing with any complaint in a thorough and professional manner.
What will we consider as a complaint?
We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.
Who can make a complaint?
A complaint can be made by any client, or potential client, to whom we have provided a service, or by a representative acting lawfully on their behalf.
How can you make a complaint?
You can make a complaint by contacting us by any of the following means:
- In writing addressed to: Virgo Nails, 19 High Street, Swallownest, Sheffield, England, S26 4TT.
- By e-mail addressed to: virgonails.swallownest@gmail.com
- By telephone on 07443444352
- By come into the salon by appointment . Please phone us to advise when is the most convenient for you.
Acknowledging your complaint
We will acknowledge your complaint within 5 working days once we received it.
If you have made your complaint to us orally, we will confirm to you our understanding of this and ask you to advise us if you do not agree.
We will ask you to fill the Complaint form with your full details. If you refuse to give us this information, we will not be able to carry on to deal with your complaint.
Investigating your complaint
Your complaint will be investigated by a manager/ salon owner who is not directly or indirectly the subject matter of the complaint.
In order to reach a fair conclusion we will review the relevant information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.
We will endeavour to complete our investigation and reach a conclusion as soon as is possible. The length of time this will take will be determined by the complexity of the complaint and the extent of the investigation required. But we will try our best to resolve the complaint within 8 weeks.
Providing our final response
Once we have completed our investigation we will write or inform you setting out the results of this and explain our conclusion. If having received our final response you do not agree with some or all of our conclusions then you may contact ve further, by any of the means described above, in order that we can review our investigation in light of your further comments.