Salon Policies

View Our Salon Policies at Collections Hair Club in Weybridge 

Please take a moment to familiarise yourself with our salon policies. If you have any questions, please contact our Front of House on 01932 842473 who will be happy to assist with any enquiries.

Front of House Collecitons Hair Salon SurreyDeposit Policy

A 50% deposit is required to secure all appointments. Your pre-payment will be required at the time of booking. Please note that until such time that the deposit payment has been made, your booking may be cancelled. In the event you need to cancel an appointment, your deposit is refundable, providing you have met the terms of our Cancellation Policy (below).

Cancellation Policy

Should a cancellation or change be required, we do request a minimum of 24 hours notice or a 50% cancellation fee will be charged. 'No shows' will be charged at your full appointment cost. Payment for Late cancellation/No Show fees will be automatically charged to your card.  

Please note that should you be more than 15 minutes late for your appointment, this will likely need to be rescheduled or altered and the late cancellation policy will apply as per the above.

Colour Responsible Policy

Collections Hair Club follows a Colour Responsible Policy for the safety and peace of mind of our clients. We use testing and screening to check suitability for the colouring products we provide. Please contact us before purchasing a colourstart test, as some colour services will always require an in-salon consultation. Click HERE to find out everything you need to know about our Colour Responsible policy.

Complaints Policy

Collections Hair Club's vision is to build a long lasting relationship of trust and commitment by providing honest, expert hair advice. The entire team are dedicated to providing exceptional service that is customised to compliment you and your lifestyle in a friendly, relaxing environment.

We are committed to giving you the perfect experience, but if you feel your expectations have not been met, please contact us via telephone or e-mail so we can explore all avenues to ensure you reach a happy outcome. We aim to deal with any complaints in a thorough and professional manner. If you are unhappy with any service you have received at Collections Hair Club, please try and let us know before you leave the salon. Failing that, please contact us within three days so we can address any issues.

We will endeavour to resolve any issues as soon as possible but please bear in mind that complex complaints may take a little longer to investigate.

Sensitive Data & Communication Encryption

Your data privacy and security is our priority. All online and remote transactions are processed through Stripe. Collections Hair Club does not have visibility of your personal card details and all card numbers are encrypted at rest with AES-256 through Stripe. Decryption keys are stored on separate machines.

None of Stripe’s internal servers and daemons can obtain plain text card numbers but can request that cards are sent to a service provider on a static allow list. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in a separate hosting environment, and doesn’t share any credentials with Stripe’s primary services including our API and website. For more information please click here.

Call Recording Policy

Policy Purpose: The purpose of this policy is to govern the procedures for telephone call recording within Collections Hair Club (the Company), and the management of access to, and use of, the recordings. The policy aims to minimise intrusion by restricting the recording of calls, the access to, and use of these recordings to limited and specific purposes.

Legislation: The recording and monitoring of telephone calls is affected by several items of legislation, in particular:

  • Human Rights Act 1998
  • Data Protection Act 2018 (GDPR)
  • Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (LBP Regulations)
  • Telecommunications (Data Protection and Privacy) Regulations 1999
  • Payment Card Industry Data Security Standards (PCI DSS)
  • ICO Employment Practices Code

Recording Information: Collections Hair Club telephony system is automatically records all calls and are encrypted using AES-256.

Call recordings where the caller provides details of a payment card for the purposes of making a payment to Collections Hair Club will be manually paused in order to comply with Payment Card Industry Security Standards (PCI DSS). The recording will then be reconvened once the payment details have been processed.

Purpose of Call Recordings: Calls are recorded and retained for the following purposes:

  • To monitor the quality of call handling and customer service and to ensure the information we provide is consistent and accurate.
  • Staff training, coaching and support
  • To verify what was discussed within the call should a dispute or complaint arise
  • To protect staff from abusive behaviour
  • To verify the customers agreement during certain service requests
  • Calls may also be used as evidence within an investigation should a misconduct, performance, or capability concern arise.
  • To verify the details of the call for the purposes of, or in connection with, any legal proceedings

Retention and Storage of Call Recordings: All call recordings will be retained for a period of 6 months. This system is also BS10008 compliant in addition to ISO27001, ISO22301 and Cyber Essentials. All recordings will be deleted after 6 months, unless retained for a specific business purpose.

Access to Call Recordings: Access to call recordings are controlled in line with principles under Data Protection legislation and is limited to owners of Collections Hair Club. In the case of a request from an external body with law enforcement powers in connection with the prevention, detection, or investigation of crime e.g., the Police, Home Office, DWP, HMRC etc. the request must be made in writing to the Directors who will consider the request.