Terms and Conditions
Ocean Kids and Family Salon® operates a professional business, and we aim for the highest standards in customer and hair services. Our stylists are experienced professionals with extensive knowledge and experience in children’s haircuts and pride themselves on providing the utmost exceptional service and quality customer care.
To ensure the smooth operation of appointments and the satisfaction of our customers, we have implemented the following policies:
Booking Policy
- Clients are encouraged to book appointments in advance to secure their preferred time slot.
- Walk-in appointments are subject to availability.
- While we make every effort to accommodate requests for specific stylists or car seats, we reserve the right to assign appointments to alternate stylists and car seats based on availability and scheduling needs.
- We reserve the right to modify appointment times or assign a different hairdresser if necessary, to accommodate unforeseen circumstances or scheduling conflicts. Clients will be notified promptly of any changes to their appointment.
- We kindly ask for minimum 24 hours’ notice for any appointment cancellations or rescheduling requests. Failure to provide sufficient notice may result in a cancellation fee.
- Clients arriving more than 10 minutes late may be asked to reschedule their appointment, depending on the availability of the hairdresser and the impact on subsequent appointments.
- Clients who fail to arrive for their scheduled appointment without prior notice may be subject to a no-show fee and may be required to pre-pay for future bookings.
We are committed to providing high-quality service and ensuring client satisfaction. If you are not fully satisfied with your appointment, please let us know, and we will do our best to address your concerns.
Please be patient and understanding if we experience delays in appointments as we may experience unforeseen circumstances due to the nature of working with children.
Refund Policy
Ocean Kids and Family Salon® takes all complaints seriously, and we have a complaint policy and process we work with and learn from any feedback we receive. Ocean's priority is for you to be completely satisfied with the services received from us.
If your child is very distressed and the haircut can’t be completed in that appointment despite our very best efforts, we'll have to ask you to reschedule for a free "correction haircut" and a full payment will be required for the appointment. The correction haircut will have to be completed within a week of the original appointment.
We do not issue refunds on salon services. However, should you have any questions or concerns about the service you have received in the salon, please visit our Customer Complaints Policy. Any complaints must be received within 3 days of your service.
If you find that you are unhappy with a product purchase, please return it within 14 days after the sale date and we will be happy to offer an exchange or refund. All returned products must be in their original, unopened and unused condition. Please note that we are unable to offer refund, replacement or exchange to any opened or used products.
No Show and Late Cancellation Policy
Our salon operates mainly an appointment-based system and therefore we require a minimum 24h notice if you are unable to attend your appointment. This allows us to have the correct availability for all our customers and make use of all available slots accordingly.
- If you are running late, please contact us via telephone or WhatsApp. We are operating 10 minutes late policy. That means that if you are running more than 10 minutes late, we might need to reschedule or cancel your appointment.
- We are operating 24 hours cancellation policy, that means that you need to cancel or reschedule your appointment 24 hours before your slot, otherwise the full fee will be charged.
In addition, any late cancellation or no shows will trigger an automatic account suspension. Any further appointments can only be made by calling us on 01923856780. Please register a credit/debit card in your Fresha account BEFORE CALLING US as we will request a full non-refundable payment for your selected service.
Service Refusal
Occasionally we may be placed in a position where we have to refuse service to a customer.
If your child has head lice, we will have to refuse our services and you will be charged the full price for the booking. We kindly ask that you check your child's hair prior to your booking to make sure they are nits free. Nits are highly contagious and will spread to other children who come to the salon.
Please note, there is a £10 detangling fee on all tangled hair.
The management of Ocean Kids and Family Salon® reserve the right to refuse service to anyone if they have:
- created a safety or health hazard inside or within close proximity to the salon, which may affect the health and safety of others;
- threats to harm or use of any abusive language towards any of our employees or customers;
- repeated no shows or late cancellations (within 24 hours) for booked appointments, or any breaches of our Terms & Conditions;
- avoid overcrowding in the salon;
- the salon is closed for business.
Discrimination:
Ocean Kids and Family Salon® will never discriminate against anyone on the grounds of a person’s race, religion, sex, or other protected characteristics.