Salon Policies

Terms and Conditions

Our Service Guarantee

We try to ensure you are satisfied with your experience at Flanx. If you are not completely satisfied, please let us know at the time of your service or within 48 hours after your service has been performed.

Refunds
All services are non-refundable, but we will be more than happy to schedule a corrective service free of charge.

The service must be a mistake from the service provider and not something you might have changed your mind about (after the service has been performed). In case of a disagreement, a redo must be validated by management. You have 48 hours to contact Flanx to receive a complimentary service to adjust any dissatisfaction.
Corrective services will not be allowed 5 days past the initial service date.

You must contact Flanx when you are unhappy so we can schedule you As Soon As Possible for corrective service.

Please keep in mind that using box colour or going from Darker to Lighter tones may result in more than one service to achieve your desired result.

Right to Refuse Service
Flanx reserves the right to refuse service to anyone demonstrating inappropriate behaviour to any member of our staff.

Wrong Appointment
If you book an appointment and, after speaking to the stylist, you are told it is the wrong appointment, we will try to accommodate you depending on the amount of time we have
available; however, we reserve the right to refuse your services if we have not allocated the right time.

48 Hour Cancellation Policy
We understand that you may have to cancel or change an appointment with us due to your busy schedule.

To respect our guests and staff's time, we ask that you notify us of a cancellation or reschedule at least 48 hours before the appointment.

If an appointment is rescheduled 3 individual times within the 48-hour window, you will be placed on a walk-in basis only. This is so that we may have ample time to fill the appointment time should you need to cancel your service. Appointments that are cancelled less than 48 hours prior will result in a £50 deposit being lost, and repayment of £50 will be paid for another deposit to secure the rebooking.

No Show
No-shows frustrate clients who never show up for their booked visits without explanation. One-time no-shows can be forgiven; we’re only human!
However, any more than 2 and we will refuse to do your service unless we take a deposit to ensure this does not happen again or on a walk-in basis.

Late
Please be courteous to your Stylist and other clients. If you are more than 15 minutes late for your appointment, we may have to reschedule your appointment, or some of your services may not be completed.

Children
Our Children's prices are for children under the age of 11.
An adult must accompany all children under 11 at all times.
Colour services will not be performed on anyone 16 years old or under.
If a young adult under the age of 18 is receiving a service, a consent form must be signed before the service is performed.

Method of Payment
Flanx accepts Visa, Master Card, Discover, Apple Pay and Cash.

Head Lice
It is against Flanx's policy to perform services on clients with head lice. If a client has been diagnosed with head lice while receiving a service in the salon, we would not be able to complete the service the same day. We could complete the service within 48 hours after the head lice treatment.

Health History
For your comfort and safety, please notify our specialists if you have allergies, any physical issues or disabilities, or are pregnant. If you experience discomfort or other symptoms during the treatment, please immediately alert your service provider.

Privacy
Information collected from Flanx will only be used if we need to contact you for further information regarding your appointment or campaign emails. We greatly appreciate your cooperation in providing us with your contact information.

FLANX Terms and Conditions:

Insurance and Salon Policies Health and Safety

We adhere to strict hygiene practices, and our equipment is sterilised after each client. FLANX takes health and safety seriously, with comprehensive policies documented, including risk assessments for fire safety, and a risk assessment book which is filled in the case of an incident in the salon. We are also certified by the UK Safety Management yearly. This includes the certification of all our electrical equipment and appliances.

Punctuality and Courtesy

Timeliness is crucial for maintaining our service schedule. Late arrivals may result in reduced treatment time, and appointments will conclude as scheduled to respect the next client's time. A full charge will be applied for missed appointments. We kindly request that first-time clients arrive 10 minutes early to complete a confidential consultation card, which is essential for treatment planning. We also request a free patch test and consultation with the stylist 48 hours in advance for first time clients.

Services and Pricing

Please note that all services and prices are subject to change depending on your hair length and thickness and the service selected. For the most current information, visit our website. Treatment durations may include time for consultation and preparation; please inquire for specific details.

Cancellations

A minimum of 48 hours notice is required for cancellations. Failure to provide adequate notice will result in the full treatment fee being charged. Cancellations can be made by calling us at 0207 359 7059 or emailing info@flanx.co.uk. Clients with repeated no-show appointments will be required to prepay for future bookings.

Deposits for Appointments

For appointments exceeding £100, a £50 deposit is required at the time of booking and all services over £150 will be charged £100 deposit. This deposit can be applied to a different appointment or refunded if a cancellation notice of at least 48 hours is provided. Cancellations made less than 48 hours or "no-show" appointments will result in the loss of the deposit.

Retail Product Purchases

All hair products must be paid for in full at the time of purchase or ordering.

Loyalty Reward System

We offer a loyalty point system managed through loyalty cards. Loyalty points cannot be redeemed for cash, sold, or transferred, and must not be assigned to third parties. Points are redeemable only on select treatments and cannot be combined with other offers or discounts. All loyalty points remain the property of FLANX, which reserves the right to terminate the scheme, decline the issuance of loyalty cards, or amend the terms and conditions without prior notice.

Gift Vouchers

Gift vouchers can be redeemed for services at FLANX up to the card's value. Gift vouchers cannot be exchanged for cash and have a minimal card value of £50. Note that gift vouchers expire 12 months after purchase and are non-refundable. They must be mentioned at the time of booking and presented to the stylist before treatment. You are not required to use the full value of the voucher in a single session. Late cancellation and "no-show" policies apply to gift vouchers as well.

Smoking and Vaping

Smoking or vaping is strictly prohibited within the salon premises.

Data Security and Privacy

Policy A copy of our data security and privacy policy is available on our desktop website.

About FLANX

FLANX is a registered business in London, with Company Number 9109998, located at 156 Essex Road, N1 8LY.

At FLANX, we prioritise the protection of your personal information. This policy details the types of information we collect, our usage practices, and our commitment to your privacy. We do not share your information with third parties for any purpose other than to provide you with exceptional service. You have the right to request a copy of the personal information we hold about you at any time. If you have not engaged in business with us, you may also request the deletion of your information.

For your transparency, we provide a comprehensive overview of our business services and how we utilise the information we collect: Data Protection We collect only the essential personally identifiable information necessary for our business operations, including data you provide directly, such as your name and contact details. We do not gather information about you from external sources. To ensure we provide personalised services, we maintain records of your preferences, including your preferred colour formulas, and preferred stylist receiving services from us, you consent to the collection and storage of this information.

For certain treatments, we may need to inquire about your medical history. We will obtain your explicit consent prior to recording any medical information, which may include allergies, pregnancy status, or injuries that could influence our services.

Appointment Confirmations and Reminders

Confirming an appointment is considered your consent for us to send you reminders. You may opt out of this communication at any time.

Appointment Ratings and Reviews

After your visit, we may send you an email or SMS inviting you to provide feedback on our services. Your participation in this survey is seen as consent; however, you may opt out at any time.

Marketing Communications

We will not engage in phone calls, mailings, emails, or SMS marketing without your prior consent. Our marketing campaigns are automated and personalised based on the services and products you have purchased, as well as the information we gather from you. For example, we may send you marketing messages on your birthday, remind you that we miss you if you haven’t visited in three months, or notify you of special occasions like Valentine's Day and Christmas. You have the option to opt out of receiving marketing materials at any time.

If you have any questions or concerns regarding our Privacy Policy, or if you would like to:

- Discuss our Privacy Policy

- Request information we have stored about you

- Request the removal of all identifying information about you

- File a complaint

Consultation

It's important for clients to be open and honest with their stylist about their hair and treatment history before receiving a service. Failing to do so can lead to the stylist being unaware of the hair's condition, potentially resulting in damage for which the stylist cannot be held responsible.

Medical Conditions

Please inform your stylist of any medical conditions, including pregnancy, prior to booking your appointment, as certain treatments may not be suitable for you. Additionally, some medications may render you ineligible for specific treatments. A client consultation will be conducted during your first visit to ensure your safety. Clients are required to notify us of any changes to their personal information or medical history.

Children

For safety reasons, we are unable to accommodate children under the age of 18 unless they are supervised by an adult during their treatment and in cases where they request a colour service, the parent is obligated to sign a consent form to approve this service. Please inform a member of our staff if you plan to bring a child to your appointment.

Head Lice

It is against Flanx's policy to perform services on clients with head lice. If a client has been diagnosed with head lice while receiving a service in the salon, we would not be able to complete the service the same day. We could complete the service within 48 hours after the head lice treatment.

Animals

Dogs and assistance dogs are permitted on the premises as we are an animal friendly salon. If you require accommodation for an assistance dog, please notify us in advance.

Wheelchair Access

Our salon is wheelchair accessible. Should you require assistance, please let us know, and we will be happy to help.

Payment

We accept most major credit and debit cards, as well as cash. All prices include Value Added Tax at the current rate. We do not accept American Express. We have a minimum card spending of £10. If clients wish to make a card payment under this, they will be charged VAT on top.

Patch Testing

Patch testing is required for all first-time clients 48 hours prior to the appointment.

Personal Items

Please ensure that you collect all personal belongings before leaving our premises, as we cannot be held responsible for lost items. Any unclaimed items will be donated to charity.

Returns Policy

You may return all unopened products within 14 days, provided the seal is intact. A proof of purchase is necessary, and refunds will be processed using the original payment method.

We cannot accept returns of any opened items unless they are faulty. All products must be in a resalable condition.

Complaints Procedures

We strive for 100% customer satisfaction and welcome feedback on how we can improve. If you are dissatisfied with a treatment at FLANX, please address your concerns with the stylist immediately. If the issue is not resolved, a supervisor or manager will assist you. We will offer an alternative stylist or treatment, if necessary, although availability may vary.

In exceptional circumstances, a complimentary service of equal value or an upgraded version may be offered, with refunds reserved for rare situations. All complaints, regardless of size, should be recorded in the accident book.

All designs, text, graphics, and their arrangement are the copyright of FLANX or other copyright holders. Unauthorised reproduction of any content from this site is strictly prohibited without prior written permission from FLANX.

Insurance

FLANX, we prioritise our clients' trust and safety. Recognising the lack of industry regulations, we are committed to setting high standards and ensuring our staff is fully qualified in all services provided. We maintain comprehensive insurance coverage, including public and product liability, and employer’s liability. Our insurance is currently underwritten by beazley.

All certificates related to our qualifications and insurance are available for review in the 'Meet Our Team' folder at reception, as well as in individual files securely stored in our safe.