Appointment policy & conduct
In order to make your appointment as smooth and comfortable as possible, we have implemented a few policies that we think will help ensure your satisfaction.
For new clients, and those who do not have an established client history with us, who require a color job or other time-consuming services, we ask for a deposit in advance. Depending of the asked services we charge between €100 and €150 as a deposit. Please note that those booked appointments are only effective once the deposit is fully paid. In case of a cancelation we refund 100% of the deposit if a 24 hours’ notice is given.
We might also ask existing clients to pay deposits in advance if late cancellations or no-shows are frequent.
APPOINTMENT PUNCTUALITY & LATE CLIENT POLICY
We ask that you please arrive 10 minutes prior to your appointment. This will give you time to change into a robe and ensure that you receive all of the services we agreed to.
If for any reason you are expecting to be late by 10 minutes or more for your scheduled appointment, please call us on +34 971 074 504.
We work very hard to schedule the right amount of time for each service. Accommodating late guests is often impossible without disrupting other guests’ schedules that day. Please be aware that, in the unfortunate event you are late, we cannot guarantee that your services will be performed that day or performed in full. Tardiness may require a cancelation fee and reschedule your appointment to another day.
APPOINTMENT CANCELLATION POLICY
We understand busy schedules and different circumstances cannot be avoided so we are happy to cancel or reschedule your appointment with 24 hours’ notice. In the event that 24 hours’ notice is not given for cancelation or rescheduling, we will try to replace your appointment spontaneously by another customer. If we are unable to do so, 50% of the booked service will be charged. Please note, before being able to arrange a new appointment, possible cancellation expenses must be balanced first.
In the event that your cancelation is notified less than 2 hours before your appointment, we apply our “No Show Policy” (see below), charging 100% of the booked services.
This policy is in place out of respect for our stylists and clients. Cancelations with less than 24 hours’ notice are difficult to fill. By giving last minute notice or no notice at all, you prevent someone else from being able to schedule into that time slot.
NO SHOW POLICY
Failing to turn up, a so-called “no-show”, or canceling at very short notice that reaches us less than 2 hours before the booked time, regrettably means we have to charge you 100% of the services you had booked as cancellation expenses. In this case too, if we can occupy this slot immediately with different guests, of course, we won’t make a cancellation charge. Nevertheless, only seldom do we manage this in the event of such short-notice cancellation. Please note, before being able to arrange a new appointment, possible cancellation expenses must be balanced first.
In such cases and for our regular customers we offer the option of allowing 50% of the previously paid cancellation expenses against newly booked services at your next appointment.
In the event you miss three consecutive appointments without contacting the salon, you will be unable to schedule future appointments. However, you are eligible to be considered as a walk-in.
EMAIL AND SMS APPOINTMENT REMINDER
We are offering a free email and SMS appointment reminder service. For those clients who gave us the permission, we send approx. 3 days before your booked appointment an email reminder and approx. 24h before an SMS reminder.
If you don’t want to receive those reminders you can cancel the subscription on the bottom of each email reminder or by replying “STOP” to any SMS reminder at any time. You can also let us know by phone or in the salon and we do it for you.
You don’t receive appointment reminders but you would like to receive them. Just let us know and we set it up for you.
Important: Even if you have subscribed to this service, we recommend always adding your appointment to your personal calendar. Due to technical circumstances beyond our control, appointment reminders might not always be delivered. So we can’t guarantee they reach you.
If you are dissatisfied with a service you have received, we are happy to provide you with the opportunity to return to the Salon for us to make adjustments. Adjustments may be provided at no additional charge. The only requirement we have in providing adjustments is that you call to schedule a consultation for the adjustment within 72 hours of the original service and that the adjustment appointment must be booked within 2 weeks of the original service. If your adjustments happen outside our 14-day policy, there may be a service fee.
We offer the free Clean Up Service to our regular customers. A clean-up is a quick contour cut or a fringe cut that takes not more than 5 minutes. You cannot book a Clean Up Service, but we invite you to pop into the salon during our opening times. It is possible you will have to wait for a little until the next free stylist is available. A Clean Up Service is available up to 3 weeks after your last haircut.
A quick consultation (without booking a consultation appointment) is free of charge. However, you might have to wait for a little until a stylist is available to give you a quick consultation. For a more in-depth consultation (15-20 min.), an appointment is required. Please note that we charge 20 € for this consultation. If you then book in for a service, we will discount that 20 € from your final invoice.
Our stylists and beauticians are in high demand, so we encourage you to book your next appointment prior to leaving the salon so we are best able to accommodate your schedule.
Please silence your mobile phones prior to arrival. Be mindful of other guests’ space. Whilst you are welcome to engage in quiet conversation, please refrain from talking loudly. Many guests savour a much-needed, private moment.
If you need to make an urgent call, we invite you to use our beautiful backyard patio ;-)
HOSPITALITY, GRATUITY AND LOST ITEMS
Enjoy complimentary drinks during your visit, on the house.
Tipping is left to the discretion of our clients. However, all tipping must be done in cash; tips cannot be added onto credit card charges.
We regret that we cannot be responsible for loss or damage of personal articles. Please keep all valuables with you during your service.
PRICES AND METHOD OF PAYMENT
Prices are shown inclusive of 21% VAT (Spanish IVA). We accept Visa, Mastercard, Maestro, cash or Visa, Mastercard or Maestro debit cards. Cheques cannot be accepted.
©SILKE VON ROLBIEZKI SALON 2019 | All photographies taken by Soravit Lertphiphat and La Biosthetique Paris (except otherwise identified)