Policies & Cancellations

Customer Complaints Policy:
At Truth, our priority is for you to be completely satisfied with the service we provide. We aim for the highest standards in all services. Although we aim to avoid complaints, we hold a complaints policy to ensure any issues are addressed immediately so we can learn from your feedback and achieve your desired hair goals.

Process:
If you are unhappy with a service you have received please let us know straight away whether that's in the salon after your service has been completed or alternatively as soon as leaving the salon.

We will listen to your feedback and ask necessary questions to resolve the problem. We stride to respond to complaints as our main priority. If you have already left the salon, please contact us so we can discuss the issue and see exactly what the service looks like. We will arrange a time convenient for you to come into the salon. We will redo a part or cover a full service again free of charge (subject to reasonable complaints). The consultation and redo service will be carried out by a different stylist if preferred

Colour Appointments:

- Clients who are booked in for colour services require a skin test and consultation 48 hours prior to colour services.

- Existing clients must also be given a new skin test every 6 months

- We require a £30 deposit to secure a colour appointment. This can be made on consultation or bookings through social media/ phone.

- If you have paid a deposit and need to cancel your appointment, deposits can be transferred to future appointments, this is if we are made aware 48 hours prior to your appointment. If cancellations are made less than 48 hours before, you will have lost your deposit and any future appointments will require a new deposit .

- We understand things may pop up last minute therefore if you need to cancel your appointment, please let us know as soon as possible.