Customer Complaints Policy

Overview

Ocean Kids and Family Salon® operates a professional business and we aim for the highest standards in customer and hair services. We take all complaints seriously, follow a clear process, and learn from every piece of feedback. Our priority is for you to be completely satisfied with the services you receive from us.

If your child becomes severely distressed and we are unable to complete the haircut despite our best efforts, we will invite you to return for a complimentary "correction haircut". Full payment will still apply to the original appointment. The correction haircut must take place within one week of the original appointment.

How to make a complaint

Please tell a member of the Ocean team if you are unhappy, ideally while you are still in the salon, or as soon as possible after leaving. You can also reach us via WhatsApp or via our contact details. Calmly and clearly explain the problem so we can help.

Our process & timeframe

  • We ask that any concerns regarding a haircut are reported within 3 days of the appointment, preferably before the hair has been washed, restyled or altered.
  • Complimentary corrections must be requested within 3 days and completed within 7 days of the original appointment, subject to availability.
  • Complaints raised after 3 days will be considered individually. As hair naturally grows and changes, delays or subsequent alterations may affect our ability to assess the original haircut or offer a complimentary correction. Photographs alone may not be sufficient, and an in-person assessment may be required.

We will listen to your feedback and ask any questions needed to understand your concerns. We aim to resolve all complaints within four weeks.

  • We may arrange a suitable time for you to return to the salon so we can visually inspect the hair and discuss your complaint in private.
  • We will discuss your complaint in detail and, where we consider it reasonable, agree a plan of action.
  • If agreed, we will make good the service to your satisfaction as soon as possible, free of charge. The work can be carried out by a different member of staff if required.
  • We do not offer refunds for completed hairdressing services. In certain circumstances, we may offer a goodwill gesture.

If you have already left the salon, please do not have the hair tended to elsewhere until we have had the opportunity to review it; we need to see the work as carried out. 

Service refusal

On rare occasions, we may need to refuse service. This may occur if a client or accompanying person has:

  • created a safety, health or hygiene risk in or around the salon;
  • used threatening, aggressive, abusive, rude, hostile or disrespectful language or behaviour towards our staff, customers, or anyone accompanying them — whether in person, by phone, online, or via messaging platforms;
  • made false, misleading, or bad-faith statements that affect our ability to maintain a respectful and professional environment;
  • repeatedly missed appointments, cancelled at short notice, or otherwise breached our No-Show & Late Cancellation Policy;
  • arrived more than 10 minutes late for their appointment, where proceeding would disrupt subsequent bookings;
  • arrived at a time when the salon is closed to customers;
  • caused or contributed to overcrowding or disrupted the operation of appointments; or
  • engaged in conduct that leads us to reasonably conclude that the professional relationship has broken down and continued service would not be appropriate.

Head Lice

  • If head lice are identified before the appointment begins, the service will be refused, and the full price of the booked service will still apply.
  • If head lice are identified after the service has started, the appointment will be stopped immediately, and the full price of the booked service will still apply.
  • Where the presence of head lice results in additional cleaning, extended staff time or extra sanitation beyond our standard procedures, a hygiene and sanitation fee may be applied to cover the additional time and resources required.

Discrimination

Ocean Kids and Family Salon® will never discriminate against anyone on the grounds of race, religion, sex, disability, or any other protected characteristic. We are committed to providing a respectful and inclusive environment for all.