Our policy is to protect your right and guarantee your satisfaction with the service(s) that we provide. It will not affect your rights under the Consumer Right Act 2015.

In order for us to provide a quality service as efficiently as possible, you need to:

 

​

1. Ask for the service which you would like to have.

2. Inform our staff if you are allergic to any chemicals or substances before receiving any service.

3. Whilst receiving any service, please provide our staff with your feedback and/or comments on their services so our staff can satisfy your requirements straight away.

4. Inform the staff /salon managerJ immediately if you have any concerns relating to the salon, the staff, or any service.

5. Inform the staff /salon manager immediately if you have any concern that you have any infection or any other abnormal reaction or condition with respect to your nails.

​

Guarantee

 

Please remember, nails are jewels, not tools. Be kind to your nails and they will look beautiful for weeks after your service.

​

​

​​​​​​​​​​​​​​Enhancements and gel polish manicures are guaranteed for 48 hours days after your appointment. If you lose an enhancement or notice chips or lifting within 48 hours, please call us to schedule a free repair.

You must arrange an appointment to have your nails fixed within 3 days after your initial service.

Repairs after 48 hours of receiving service for breakages, tears, and corner breaks will be charged .

​

Traditional (regular) polish does not fall under the guarantee mentioned above. 

We will not be responsible for any broken or infected nails.

If you damage the original design, a charge will be applied for repairs.

There will be a charge for any repairs or replacements that we have to carry out due to negligence in nail care. 

 

 

REFUND

 

No cash refunds will be given after leaving the salon.

As soon as you walk out of the salon that means you have accepted and are happy with the service provided to your nails.

​

 

If you are not happy with your nails, please make us aware of it before you pay. We will adjust them to your satisfaction or remove any enhancements or coatings that have been applied.

No refund will be given because you have simply changed your mind.

We will redo any service at no cost to you provided of you tell us immediately after we have performed the service that you are unhappy with the quality of the work.

If you are still not happy after we fixed your nails and request the refund , then you have to go through our Customer Complaint Procedure by writing to us, state the reason(s) of your unsatisfied after we redid your nails, photo(s) or evidence(s) of the nails that were fixed by us .

 

 

CUSTOMER COMPLAINTS PROCEDURE

​

We recognise the importance of service and set ourselves at high standards. There should be an occasion when we do not meet your expectations. We are equally committed to deal with any complaint in a thorough and professional manner.

What will we consider as a complaint?

We consider a complaint to be any oral or written notification of dissatisfaction about a service we have provided, offered or withheld.

 

Who can make a complaint?

 

A complaint can be made by any client, or potential client, to whom we have provided a service, or by a representative acting lawfully on their behalf.

How can you make a complaint?

You can make a complaint by contacting us by any of the following means:

• In writing addressed to: Our Address 

• By e-mail addressed to : Modernnailsspa24@gmail.com

• By telephone on: 02035382280

• By come into the salon by appointment . Please call us to advise when is the most convenient time for you .

 

Acknowledging your complaint

 

We will acknowledge your complaint within 5 working days once received.

If you have made your complaint to us orally, we will confirm to you our understanding of this situation and ask you to advise us if you do not agree.

We will ask you to fill the Complaint form with your full details . If you refuse to give us this information , we will not be able to carry on with your complaint.

Investigating your complaint

Your complaint will be investigated by a manager/ salon owner who is not directly or indirectly the subject matter of the complaint.

In order to reach a fair conclusion we will review the relevant information available to us, which will include all records on our files along with a report from the individual to whom the complaint relates.

We will endeavour to complete our investigation and reach a conclusion as soon as possible. The length of time will be determined by the complexity of the complaint and the extend of the investigation required. But we will try our best to resolve the complaint within 8 weeks .

 

Providing our final response

 

Once we have completed our investigation we will write or inform you the results and explain our conclusion.

If after receiving our final response, you do not agree with some or all of our conclusions then you may contact us further, by any means described above, in order that we can review our investigation with your further comments.

 

PRIVACY POLICY

 

We might contact you by phone or email directly regarding your booked appointments. We will NOT use your personal Information for marketing purposes  or share it with third parties.