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Complaints Policy

📄 THE GLAMOUR GARAGE — COMPLAINTS POLICY

At The Glamour Garage, we pride ourselves on delivering exceptional hair and beauty services. We always aim for every client to leave feeling confident, valued and happy. However, if you feel that your experience has not met your expectations, this policy outlines how to raise a complaint and how it will be handled.

1. Timeframe for Complaints

  • All complaints must be reported within 24 hours of the appointment.

  • Complaints made after this time cannot be accepted, as hair, lashes, brows and beauty treatments naturally change once clients leave the salon.

2. How to Make a Complaint

All complaints must be reported directly to the salon where the service was carried out.

You must contact:

  • The Salon Manager (in person, by phone, or via email to your salon branch).

  • You must provide:

    • Your full name

    • Date and time of appointment

    • Service received

    • The name of your stylist/technician

    • A short summary of the issue

    • Clear photos if relevant

Complaints sent via social media DMs or comments are not accepted as official complaints.

3. Initial Assessment — Salon Manager

  • The Salon Manager will review your complaint and aim to respond within three working days.

  • You may be asked to attend the salon for an in-person assessment.

  • The manager will determine whether:

    • An adjustment is appropriate

    • Additional charges apply

    • No further action is needed

4. Escalation — Area Manager

If you feel the matter has not been resolved:

  • You may escalate your complaint to the Area Manager.

  • The Area Manager will review the case and respond within seven working days.

  • Their decision is final.

5. Fixes & Adjustments

  • If the service was reasonably delivered to the expected professional standard, a fix may not be offered.

  • If a complimentary adjustment is offered, it must be redeemed within 7 days.

  • After this period, any adjustments are chargeable.

6. Refund Policy

We do not offer refunds on any services for any reason.
This includes dissatisfaction, changes of mind, or services carried out by trainees or discounted appointments.

This is because:

  • Time, products and skilled labour have already been used

  • Results can vary due to aftercare, lifestyle, or hair/skin conditions

  • Many services (hair extensions, colour, lashes, brows, aesthetics) are subjective in aesthetic outcome

Adjustments may be offered at the salon’s discretion, but refunds are strictly not issued.

7. Model Appointments

  • Model appointments are discounted training appointments.

  • Models must pay for all fixes, adjustments or corrections, even if the initial appointment was discounted.

  • No complimentary fixes are offered on model work.

8. Evidence & Professional Conduct

  • We may request clear photos or videos of the issue.

  • Aggressive, abusive or threatening behaviour towards staff will result in the complaint being closed with no resolution offered.

  • Clients making repeated or unreasonable complaints may be refused future bookings.

9. Chargebacks

  • Attempting a chargeback for services already received is considered fraud.

  • We will provide documentation, signed waivers, patch test records and CCTV (where applicable) to the bank to dispute fraudulent chargebacks.

  • Clients who initiate a chargeback will be blocked from future bookings.

10. Additional Protection for the Salon

The Glamour Garage is not liable for:

  • Results affected by improper aftercare

  • Damage caused by visiting another salon after your appointment

  • Pre-existing hair or skin conditions

  • Fading, shedding or changes due to client lifestyle

  • Services carried out more than 24 hours before the complaint

  • Changes made by the client at home

11. Contact Details

Complaints must be made to the salon where the service was performed.
 

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