SALON POLICIES

At Browns Hair Lounge we do not discriminate against anyone for any reason. Everyone is welcome at our salon.

We do understand that life can sometimes get in the way and are fully understanding when plans need to change. However, It is very difficult to fill appointments at short notice, which impacts on your stylist’s earnings potential as well as that of the business.

Please, therefore, provide us with a minimum of 48 hours notice for any appointment amendments/cancellations.

Your deposit will be held and put towards the cost of your next appointment, when rescheduled within the required timescale on a maximum of two occasions.

Unfortunately, cancelling/not rescheduling appointments within the appropriate timescale, or failing to turn up for your appointment will result in your deposit being forfeited.

Please call the salon if you need to cancel/reschedule within the required timescale. Do not text, email, or message on social media as this may not be seen.

We appreciate your understanding and cooperation in this matter which, in turn, helps us serve all our clients as efficiently and cost-effectively as possible.

At Browns Hair Lounge our clients are at the heart of our business. Our goal is for every client to leave the salon feeling satisfied and confident. If for any reason you are dissatisfied with the service you have received, we are here to listen, help and ensure your complaint is resolved to your satisfaction.
If you are unhappy with your service please tell us right away, ideally at the time of your appointment, this gives us a chance to resolve this as soon as possible.

If you have already left the salon please ensure you contact us within one week of your completed service. Once a service has been received, you will be asked to pay for the complete service, at the time.

Services are not products, therefore direct refunds are not applicable in these circumstances. Instead, we will always offer to correct any potential oversights/ misunderstandings on our part.

If you decide not to come back to Browns Hair lounge in the first instance but go to another salon or try to rectify your hair at home you will forfeit your consumer right to any complimentary correction works.

Complaints can be made direct to our salon managers:

Aaron (Hedge End Manager)
Email for Hedge End: brownshairlounge@btconnect.com
Telephone for Hedge End: 014890781881

Alison (Waltham Chase Manager)
Email for Waltham Chase: brownshairlounge.walthamchase@gmail.com
Telephone for Waltham Chase: 01489807474

If you are unhappy with your service please tell us right away, ideally at the time of your appointment, giving us the chance to resolve this as soon as possible. We are always happy to receive your feedback.

At Browns Hair Lounge we pride ourselves in the continuation of training our stylists and apprentices, alike – providing our models with exceptional experience at a very limited cost to yourself, whilst helping us help our team achieve the highest standards possible.

All training sessions are fully supervised by our Training Director (or a Senior Team Member in his absence).

Please allow yourself enough time, as hair model appointments are part of the training process and invariably take longer than the same service with a fully qualified Stylist.

Whilst every effort is made to achieve satisfactory results, the nature of the training environment may lead to variations in outcomes. On the rare occasion it becomes necessary, we cannot allow re-dos to be booked in with an experienced stylist – by participating as a model with an apprentice the cost is
significantly reduced. We appreciate your patience and understanding.

Please ensure you arrive slightly before your appointment time, as each appointment has its own timescale. However, we fully appreciate there may be ‘occasion’ you arrive a little late for your appointment, due to circumstances beyond your control.

Should this happen we will always do our very best to ensure you receive the service you are booked in for, with the stylist of your choice. Depending on your stylist’s diary bookings if you are more than 15 minutes late it may mean another team member is asked to finish your appointment.

The salon does not sell personal data.

Personal data collected is retained only for as long as necessary, is in compliance with legal obligations and used only for the purposes intended:

• Scheduling appointments
• Personalising the services we offer each client
• Improving client in-salon experience
• Processing payments securely

We also capture CCTV to ensure the safety of our team and our clients and security of our salon. Any changes to this policy will be communicated via our website, via email or in-person notices. Please contact the salon for any questions regarding privacy rights or data requests.

Skin tests must be performed at least 48 hours before the scheduled service, to ensure adequate time to identify any reactions.

•  The test is typically done in-salon, on a small patch of skin on the inner elbow or wrist. A small amount of the product will be applied to the designated area, and the client needs to monitor for any reactions, such as redness, itching, blistering or swelling.
• If there is no reaction within 48 hours, the service can proceed as planned. If there is a reaction, the service will be postponed or altered, and alternative products, services or methods may be considered.
• Clients with known skin conditions (eczema, dermatitis, etc.) must inform the salon, and additional skin testing may be recommended.

It is the client’s responsibility to disclose any known allergies or sensitivities prior to booking their appointment.

Reactions and Actions

• In the case of minor redness or irritation the service may be modified and alternative products used.
• In the case of a severe reaction (eg: swelling/blistering) the service will not be performed and the client will be advised to seek medical attention.
• Clients should be aware that they must report any reactions within the 48-hour period.

  Please note: This policy may be updated periodically, depending on legislation. Any changes will be communicated to clients at the time of booking or during consultations.

Colour services are only guaranteed when following the aftercare advice from your colourist and when purchasing our recommended take home products. We only use and recommend professional quality products (as used in-salon) that we truly believe will benefit your hair.

Colour correction is a detailed and intricate service that requires time, expertise, and careful planning – it is a complex and personal process that may require multiple sessions to achieve your desired outcome. At Browns Hair Lounge, we are dedicated to providing high-quality results while ensuring the health and safety of your hair. Our goal is to give you the colour you desire, whilst ensuring you understand the commitment required to achieve your goals. This policy ensures that we work together to create a clear plan and manage expectations throughout

THE COLOUR CORRECTION JOURNEY:

What is Colour Correction?

Colour correction is the process of adjusting or correcting hair colour to address issues such as: uneven colour or tone, over-processed hair, previous colour mistakes or unwanted results colour fading or discolouration. It is not a single-service solution – due to the nature of the service it can take time and may require multiple appointments to reach the desired result.

Consultation – the start of the journey

A comprehensive consultation is mandatory before any colour correction services are started. During this consultation: Your stylist will assess the current condition and colour of your hair. We will discuss your desired outcome, limitations, and realistic expectations.

A plan, including the number of appointments required, the timeline, and any necessary treatments, will be outlined. A patch test may be required for sensitive clients or certain products. We will provide a cost estimate based on the complexity of the correction process. Please note, this estimate is an approximation, and the final cost may vary depending on the time, products used, and the number of sessions required.

Time and Process

Colour correction is rarely a one-time process. Depending on the extent of the correction needed, multiple appointments may be required. Each session can take several hours, and the timeline will vary based on your individual hair needs.

Achieving the best colour result may require gradual changes over several visits to minimise damage and optimise hair health. Sometimes, we may recommend waiting several weeks between appointments to allow your hair to recover and to ensure the integrity of the colour process.

Pricing

Colour correction services are priced based on the time and expertise required and an initial estimate will be provided during the consultation process. However, final cost will be based on actual time, services carried out and products used. If extra products need to be used (including colour, lighteners, conditioning treatments) additional charges will be applied.

A non-refundable deposit will be required to book colour correction services, which will be deducted from the final cost of the service.

Expectations and Results

While we strive to achieve the best possible outcome, colour correction results can vary depending on hair texture, past chemical treatments, and individual hair conditions. We will always aim for results that maintain the health and integrity of your hair.

In some cases, you may need to live with a temporary colour variation (such as brassy tones) between sessions. This is normal as we gradually work toward your final goal. 

Depending on your desired colour, regular maintenance may be required after the correction process to preserve the results.

Client Responsibility

For best results, clients should maintain healthy hair between appointments. This includes following home care advice (such as using recommended shampoos, conditioners, and treatments) and avoiding additional chemical treatments outside of the colour correction plan. 

We encourage our clients to communicate openly with their stylist about any concerns or preferences during the process. It is crucial to notify us as soon as possible if you experience discomfort or dislike the results at any point, so that we can make any necessary adjustments. Colour correction services are ‘specialised’ and can only be booked in with our senior team members.

We will be committed to working with you until your desired results are achieved. But please be aware that refunds are not available for colour correction services.

Post-Correction Care

Following your colour correction service your stylist will advise on post-treatment care to help maintain hair health and colour longevity. We recommend using professional-grade products designed for colour-treated hair and avoiding harsh treatments and environmental factors that may affect the results.