Merivale 4214749 Sydenham 3778180 Hornby 3494975 Nelson 5448444

Aftercare, Salon Policy & Complaints Procedure

Aftercare for Coloured hair

  • Use professional hair product, we recommend using a full Keune range, including shampoo, conditioner and deep conditioning masque to extend the longevity of your colour.

  • Adhere to the aftercare instructions provided by your stylist.

  • Allow a minimum of 2 days before washing your hair post-colour service to prevent colour fading or toner alteration.

  • We recommend maintaining your blonde with a follow-up toner refresh appointment every 2-4 weeks. Adding a Head Rush Ritual Treatment to a toner refresh appointment can help with manageability.

  • When heat styling your hair it is vitally important to apply a liberal amount of heat protection root to tip and comb through prior to styling to ensure no damage occurs.

  • Be gentle when detangling your hair. We recommend using either a “Tangle Teaser” or a “Wet Brush” for easy separation of knots, pulling of hair while wet can cause breakage.

Complaints & Refunds

  • At Headrush, our goal is the satisfaction of every client. If you are dissatisfied with your colour or have any concerns regarding the service, kindly communicate with your stylist before payment to address any issues promptly.
  • If you do not voice your concern at the time of your appointment please notify us within 24 hours. Please note, refunds are not provided once you have left the salon.
  • Resolving complaints reported after 24 hours may incur a charge.
  • Change-of-mind requests are not eligible for refunds or re-dos.
  • Please see our formal complaints procedure below. While refunds are not offered after you leave your appointment, we strive to address and resolve any complaints within the salon to ensure you love your hair.

Formal Complaint Process for Head Rush Hair Salons

At Head Rush Hair Salon, we are committed to providing exceptional service and ensuring our clients are completely satisfied. However, if you are not satisfied with any aspect of our service, we want to hear from you so we can address the issue promptly and improve our services.

Step 1: Initial Complaint Submission

1. In-Person: We highly recommend that if you are feeling unhappy with your hair the best time to notify us is in person at your appointment, please speak directly with your stylist or the salon manager. We will do our best to resolve the issue on the spot.

2. Phone within 24 hours: Call the salon you had your appointment at during business hours and ask to speak with the salon manager. Please provide detailed information about your complaint.

3. Email within 24 hours: Send an email to [email protected] with the subject line “Complaint”. Include your full name, contact information, date and time of your appointment, and a detailed description of the complaint please include photos. We will respond to your email within 24 hours to confirm receipt and begin the resolution process.

Step 2: Acknowledgment of Complaint

1. Acknowledgment: Once we receive your complaint, we will acknowledge receipt within 24 hours.

2. Timeline: We will inform you of the expected timeline for investigating and resolving your complaint, which is typically within 5 business days.

Step 3: Investigation

1. Review: The salon manager will review the details of your complaint. This includes speaking with the stylist involved, reviewing your appointment records, and gathering any other relevant information.

2. Communication: We may contact you during the investigation process for additional information or clarification to ensure we fully understand the issue. If any hostility, aggression or disrespectful language is used against our staff we will not take the complaint any further.

Step 4: Resolution

1. Findings: After completing the investigation, we will contact you with our findings and proposed resolution. Possible resolutions may include:

• Offering a complimentary service to correct the issue.

• Implementing changes to our processes or training to prevent future occurrences.

2. Satisfaction: Our goal is to provide a resolution that is fair and satisfactory to you. We will work with you to ensure your concerns are fully addressed.

Step 5: Follow-Up

1. Follow-Up Contact: We will follow up with you within one week after the resolution to ensure you are satisfied with the outcome and the service you received.

2. Feedback Utilisation: Your feedback will be used to improve our services continuously and prevent similar issues in the future.

Additional Notes

1. Confidentiality: All complaints will be handled confidentially, respecting your privacy at all times.

2. Documentation: We will maintain records of all complaints, including the actions taken to resolve them, for future reference and quality control.

3. Continuous Improvement: Feedback from complaints helps us to continuously train our staff and improve our services.

We appreciate your understanding and cooperation as we strive to provide the best possible service. If you have any further suggestions or additional feedback, please feel free to share them with us.

Thank you for choosing Head Rush Hair Salon. We look forward to ensuring your continued satisfaction.