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Salon Policy

At Citrine Spa, we are committed to protecting your rights and ensuring your satisfaction with the services we provide. Your rights under the Consumer Rights Act 2015 remain unaffected.

To help us deliver a high-quality service efficiently, we kindly request that you:

1. Clearly communicate your desired service(s) to our staff.
2. Inform our staff of any allergies to chemicals or substances before receiving any service.
3. Provide feedback or comments on our services while receiving the treatment, enabling our staff to address your requirements promptly.
4. Notify our staff or salon manager immediately if you have any concerns regarding the salon, staff, or any service.
5. Inform our staff or salon manager immediately if you experience any infection or abnormal reaction related to your nails.

Guarantee:

Please remember that nails are jewels, not tools. Treat your nails with care, and they will remain beautiful for weeks after your service.

Enhancements and gel polish manicures are guaranteed for 48 hours after your appointment. If you experience any loss of enhancement, chips, or lifting within this period, please contact us to schedule a complimentary repair. You must arrange an appointment to have your nails fixed within 5 days after the initial service. Repairs for breakages, tears, and corner breaks after 7 days will incur a charge. Traditional polish services are not guaranteed. We will not be responsible for any breaking or infected nails. A charge will apply for repairs if the original design is damaged due to your own lack of care or if the finish to your nails (in terms of breakage, chipping, or lifting) is compromised.

Refund:

No cash refunds will be given after leaving the salon, as your departure signifies acceptance and satisfaction with the service provided.

If you are not happy with your nails, please make us aware of it before making payment. We will adjust them to your satisfaction or remove any enhancements or coatings applied. No refund will be given due to a change of mind. We will redo any service at no cost if you inform us immediately after the service that you are unhappy with the quality of the work. If you remain unsatisfied after we have attempted to rectify the issue, you may request a refund by following our Customer Complaints Procedure, including providing written details of your dissatisfaction, along with photographic evidence of the redone nails.

Customer Complaints Procedure:

We value your satisfaction and aim to provide exceptional service. If we fail to meet your expectations, we are committed to addressing any complaints thoroughly and professionally.

- Complaint Submission: You can submit a complaint in writing, by email, by telephone, or by arranging an appointment to discuss it in person.
- Acknowledgment: We will acknowledge your complaint within 5 working days and confirm our understanding of the issue. We may request completion of a Complaint form with your details to proceed.
- Investigation: A manager/salon owner who is not directly involved in the complaint will investigate the matter. All relevant information and records will be reviewed.
- Resolution: We will aim to resolve the complaint within 8 weeks and provide a written or verbal response, outlining the investigation's results and our conclusion.
- Further Communication: If you disagree with our conclusions, you may contact us to provide additional comments for a further review of the investigation.

We value your feedback and are dedicated to addressing any concerns promptly and professionally.

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