At Cedars Salon, we are committed to delivering a high standard of professional treatments and client care. This policy sets out our terms regarding bookings, cancellations, services, retail products, gift vouchers, and course/treatment passes.

By booking an appointment or purchasing any service, product, voucher, or pass, clients are deemed to have accepted these terms.

1. Services & Treatments

• All services are non-refundable once carried out.
• If you are not satisfied with your treatment, you must notify the salon within 48 hours of your appointment.
• Each concern will be reviewed individually and fairly by management. Where appropriate, we may offer one of the following: a corrective or adjustment appointment; a complimentary treatment; or a discretionary discount on a future service.
• Refunds are not standard practice and will only be issued in exceptional circumstances following management review.

2. Deposits & Cancellations

• All booking deposits or payments made at the time of booking are non-refundable.
• A minimum of 24 hours' notice is required for cancellations or appointment changes.
• Late cancellations or non-attendance may result in loss of the deposit or payment made, or a charge of up to 100% of the booked service value.
• In rare circumstances, Cedars Salon may need to reschedule or adjust appointments due to unforeseen situations. Where this occurs, we will always provide as much notice as possible and offer a suitable alternative appointment at the earliest convenience.
• Where Cedars Salon is responsible for the cancellation or reschedule and the client does not wish to accept the alternative appointment offered, any deposit or payment already made will be refunded in full.

3. Retail Products

• Unused and unopened retail products may be returned within 14 days of purchase with valid proof of receipt.
• Opened or used products cannot be refunded unless deemed faulty.
• Faulty items will be reviewed and, where appropriate, replaced or refunded following inspection.

4. Gift Vouchers

• Gift vouchers are redeemable for treatments and services offered at our salon and can be used with any therapist across our treatment rooms.
• Gift vouchers are valid for 12 months from the date of purchase, unless otherwise stated.
• Appointments using gift vouchers must be booked in advance. We require 24 hours' notice for cancellations or rescheduling; late cancellation or non-attendance may result in the value of that appointment being deducted from the voucher, rather than voiding the voucher's full remaining balance.
• We are not responsible for lost or stolen gift vouchers.
• Gift vouchers have no cash value and cannot be exchanged for cash.
• Gift vouchers can be purchased in-store or online through our website and are non-refundable.
• Customers can use multiple gift vouchers for a single appointment if needed.
• Gift vouchers are non-transferable and can only be used by the intended recipient.
• We do not offer refunds for gift voucher purchases.

Extension of Voucher Validity

In the event that a gift voucher is nearing its expiry date, we offer a provision for extending the voucher's validity for a period of up to one month. This extension is intended to accommodate individuals who may have been unable to schedule a treatment or service within the original timeframe. An administration fee of £10 will be charged for the extension of gift voucher validity, covering the administrative costs associated with processing the request.

5. Course Passes & Treatment Passes

• Course passes and treatment passes are non-refundable and non-transferable for cash under normal circumstances (see “Where Cedars Cannot Deliver a Treatment” below for the one exception to this).
• Passes purchased are valid for 12 months (365 days) from the date of purchase, unless otherwise stated at the time of sale. The date of the appointment(s) – not simply the date of booking – must fall within this validity period.
• Expired, lost, or stolen passes cannot be replaced unless agreed at management discretion.
• Treatment passes are sold for specific, named services and are not redeemable against a different service purely due to client preference or change of mind.
• Where passes are recommended as part of a treatment course, we strongly advise booking appointments in advance and completing the course within the recommended timeframe to ensure optimal results. Delays or extended gaps between treatments may reduce the effectiveness of the treatment plan.
• Refunds for unused passes or change-of-mind requests are not permitted, except where Cedars Salon is unable to deliver the treatment – see below.

Extension of Pass Validity

In the event that a pass is nearing its expiry date, we offer a provision for extending the pass's validity for a period of up to two months. This extension is intended to accommodate clients who have been unable to complete their treatments within the original timeframe. A flat administration fee of £10 applies to any extension request, regardless of the pass value or number of sessions remaining, to cover the costs of processing the request.

Reinstatement of an Expired Pass

Where a pass has already expired without an extension having been requested, it may, at management discretion, be reinstated to allow redemption of the remaining balance or value. A reinstatement fee of £10 per month lapsed will be applied. This is a separate provision from the extension above, which must be requested before the original expiry date.

Where Cedars Cannot Deliver a Treatment

On occasion, Cedars Salon may no longer be able to offer the specific treatment associated with a pass – for example due to a change in staff qualifications or availability, discontinuation of a treatment, or equipment no longer being viable to operate. This is distinct from a client's own change of mind, and is treated differently.

Where this applies, the salon will contact affected clients directly and offer a choice of:

• Transferring the remaining pass value as credit towards an alternative salon treatment of equivalent value; or
• A refund of the remaining unused balance.

This clause applies specifically where Cedars Salon, rather than the client, is unable to fulfil the original agreement.

6. Client Satisfaction

We are committed to ensuring every client has a positive experience at Cedars Salon. Any concerns regarding your service must be raised within 48 hours of your appointment so they can be addressed appropriately.

Where a concern is raised immediately, at the point of service or before the client leaves the salon, therapists are encouraged to use their own judgement to resolve minor issues on the spot, without needing prior management sign-off. Anything beyond a straightforward, minor fix – including any complimentary treatment, discount, or refund – should be referred to management in line with Section 1.

Refunds will not be issued where a client has changed their mind, no longer likes the result, or where the treatment is no longer suitable after being agreed, discussed, and carried out.

7. Management Discretion

All refunds, adjustments, complimentary treatments, discounts, or exceptions are issued solely at the discretion of salon management, in line with this policy.

8. Changes to Policy

We reserve the right to make changes to this policy at any time. The current version of this policy will always be available on our website.

This policy is designed to enhance the customer experience by providing flexibility while maintaining operational efficiency. We appreciate your understanding and cooperation in adhering to these guidelines. If you have any questions or require further clarification regarding this policy, please contact info@cedarshealth-beauty.co.uk