Business Cancelation Policy
CANCELLATIONS OR NO-SHOWS
We will do our best not to cancel or re-arrange your appointments and to run to time. We really appreciate you doing the same.
OUR CANCELLATION POLICY
Your appointments are very important to the team at The Grove Experience. Your appointment is reserved especially for you.
We understand that sometimes you may have to cancel an appointment. Please give us at least 24 hours notice, otherwise, a cancellation fee of 50% of the cost of your service or treatment will be charged.
We will take your payment details at the time of booking an appointment with us.
Before we take your payment details to cover a cancellation charge or a deposit or advance payment, we will confirm:
The service or treatment you have booked.
The salon name, location and contact details.
The total price (including any taxes) of the service or treatment booked or how the price will be calculated if an exact price cannot be given.
The time and date of the appointment.
Please understand that when you forget or cancel your appointments without giving enough notice, we miss the opportunity to fill your appointment time, leaving guests on our waiting list miss the opportunity to receive services.
We will confirm your appointment with you by text 24 hours in advance knowing how easy it is to forget an appointment you booked in advance.
It is very difficult to fill appointments at short notice, though if we do, we will not charge you a cancellation fee.
If you need to cancel, please give us a call or use our online booking system. Please don’t text, email or put a message on social media.
As a courtesy, we will contact you by email to confirm your appointment on the day it is booked, we will confirm by email when your appointment has been cancelled.
72 hours prior to your visit we will reconfirm your visit by email, and then again by text at 24 hours before asking you to reply yes or no to that text.
However, if we are unable to reach you, please understand that it is your responsibility to remember your appointment dates and times to avoid late arrivals, missed appointments and the cancellation fee.
A deposit of 50% of the cost of your service or treatment will be charged if you:
- missed your last appointment with us; or
- are a new client; or
- are booking online; or
- are booking for an appointment lasting more than three hours, such as hair colour or extensions, or for a series of appointments booked on the same day.
The deposit will be taken when you book your appointment and will be taken off your bill when you pay for the service or treatment you have received. The deposit will be fully refunded if you cancel, as long as you give us at least 48 hours’ notice.
If you give us less than 48 hours’ notice but we are able to fill the appointment, we will either refund the deposit or put it towards the cost of your next appointment.
The deposit will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason.
In case of a late cancellation or no-show, we will keep an amount of the advance payment that genuinely reflects the loss we have suffered as a result of the late cancellation or no-show.
If we are able to fill your slot, we will only keep an amount of the advance payment which covers our costs of finding another client.
IF WE CANCEL YOUR APPOINTMENT
If for any reason we are required to cancel your appointment, through sickness, booking error, or fault of the salon. (excludes factors out of our control, acts of God, epidemics, extreme weather). We will provide your next service at a 50% discount.
We believe this policy is fair to both parties involved.
KEEPING TO TIME
If you are running late, we will do our best to fit you in, but we may not be able to provide the full service or treatment.
Thank you for your understanding
This document was provided by the NHF/NBF.