What is a patch test?

We are legally required to test some colour product we use on your skin, at least 48 hours before your colour appointment. This is for your safety, to ensure that you don't suffer an adverse reaction to the products we use.

We're unable to accept written or printed confirmation of patch/skin tests with the same product at a different salon. You must be tested by us at our location. Failure to book a consultation when instructed will result in us not being able to fulfil your service if you are not patch tested.

We legally cannot colour the hair of anyone under the age of 16 and we may ask for government issued photographic identification (such as a passport) to prove your age.  

Food & drink

We offer clients a range of hot and cold drinks, as well as treats such as Cake or Death brownies. If you have specific dietary requirements or allergies, please refer to cakeordeath.co.uk and check with your stylist for more information. Heartbreakers is unable to accept liability for any adverse reactions if this information has not been disclosed beforehand.

PRICING and services

Our prices are set per stylist. The service you’ve booked has been costed based on time, experience, services and products used during your visit. If you’ve booked a service via our booking site that doesn’t accurately reflect the hair length or service outcome you would like, this will be advised to you before we begin on the day so you’re clear on either the cost difference or the outcome we can achieve based on the time slot you have reserved.

If you have booked a shorter duration service and in fact require something that takes longer, then we may not always be able to fit in a longer service as other people may have booked in immediately after your appointment and we must respect their time with us as much as yours. It stands to reason that we will only be able to achieve an outcome that we have time to complete, so please be aware of this.

To save any disappointment on the day, please ensure you book the right service for you and feel free to get in touch if you’re unsure.

What's our cancellation policy?

It's important to us that we respect your time and vice versa. We protect your booking in our calendar with a deposit. Heartbreakers employee stylists require at least 48 hours' notice in order to cancel or move your appointment.

Our booking policy is very clear on our booking site. You have to tick a box to confirm you have read and understood before we’ll take any payment. This bit is important, because in no way are you able to proceed with booking without telling us that you agree to the policy.

No shows are disruptive and disrespectful. When we book your appointment, we protect that time in our booking system. If you don't attend your appointment, it's time that we could offer  someone else, had we been given notice. There is a requirement for you to pay in full if you don't show up.

IMPORTANT: If you commit to an appointment booking online, in person or over the phone, you are agreeing to our patch test and cancellation terms and conditions. If you cancel your booked appointment in less than 48 hours or don't show, you will lose your deposit and will be charged the outstanding balance of your booked service. If you wish to move an appointment by giving at least 48 hours' notice, we can move your deposit onto your next appointment (a maximum of 2 moves per customer is accepted).

We are unable to adapt our policy for any given reason. This includes but not limited to - sickness, illness, accidents of any kind, injury, persistent or sporadic issues, personal life events and life events affecting friends and family, holidays, absences, forgetfulness, childcare issues, geographical location access issues such as road traffic accidents, financial changes, home moves, job changes, issues affecting reason for visiting or being local to the city, a change of mind based on own reasons or viewpoints, etc. Clients confirming their booking agree to these terms and accept that their individual or specific event is not contrary to the policy.

Please reconsider contacting us to dispute this, as we will always defer to our policy and the action you took to confirm your agreement when booking; that action is recorded in our booking site for our records and evidence.

FAQs

1. What is a non refundable deposit?

   It is exactly what it reads as - a payment towards your service that is not going to be refunded to you. A deposit is required to secure your chosen slot.

2. What does non refundable mean?

   It means we do not process refunds of deposits. If you place a deposit with Heartbreakers, please be mindful that you have “spent” that with us and by booking your appointment, you have committed to our terms. If you contact us, we’ll reconfirm the booking terms to you.

3. What happens if I visit, ring or email you asking to move my booking?

   If you contact us up to 48 hours prior to your booking, we are able to move your deposit to another chosen available slot OR we apply the credit to your booking profile for use at another time of your choosing (2 moves per client only). If you contact us with less than 48 hours notice, you forfeit that deposit and we’ll expect you to cover any remaining cost of your service.

4. What happens if I don’t show up?

   You’ll have agreed to forfeit your deposit when you booked the appointment, so you forfeit the deposit and we’ll charge you the remainder of the booking. It’s incredibly disrespectful to secure a slot and waste our time. If all our clients did that, there would be no Heartbreakers, so we must enforce our policy. You won’t be able to book another appointment until you have settled your outstanding bill.

5. What if I give you 3 months, or a handful of weeks, or several days as notice that I'd like to cancel my booking?

   Firstly, we’re appreciative that you contacted us in plenty of time so you don’t forfeit your deposit. If you give us 3 days, 3 weeks or 3 months notice, your deposit will be credited to your booking profile for you to use and we look forward to you rebooking (within 1 year using the original deposit).

6. Can’t you just get someone else to have my appointment slot if I don’t show up on the day?

   Please be mindful that our ability or inability to fill the cancelled slot is unrelated to your booking. Client bookings are driven by - you guessed it - client behaviour. We have no way of guaranteeing spots will be filled, especially at short notice.

7. How long will the credit be on my booking profile for me to use?

   Much like a shopping voucher, we feel a year is fair. You get a year to use it with us. Following that year, you’ll need to initiate a booking with a new deposit.

8. What happens if I complain via email?

   We take feedback to help make information and the experience clearer. You’ll get a response from us either by phone or email explaining the policy. Life can throw up different surprises for different people for different durations which is why our policy isn’t tiered, so we don’t have to decide whether your scenario is more or less important than the next person’s. It doesn’t mean we don’t sympathise if you choose to tell us why, but our policy doesn’t change and we’ll point you back to this website for more information. It is best that you review our booking policy before committing a non refundable deposit and decide beforehand if you are prepared to agree to it.

9. But it’s an expensive time of year, why can’t I have the non refundable deposit?

   To be clear, our policy doesn’t change no matter the time of year or a person’s individual circumstances, including finances. And please see the explanation to question 2.

10. I have a specific scenario and I can’t get my hair done on the booking day. It is a life event, logistics or other personal reason, can I have the non refundable deposit?

    No, we don’t adapt our policy for individual circumstances. We can apply your deposit to your booking profile if you have given us at least 48 hours notice and you’ll be able to use it for another booking (within 1 year).

11. I have changed my mind based on my own reasons or viewpoints. Can I have the non refundable deposit?

    No, we don’t adapt our policy for individual circumstances. We can apply your deposit to your booking profile if you have given us at least 48 hours notice and you’ll be able to use it for another booking (within 1 year).

12. I’m not going to be in Exeter now for a specific reason, can I have the non refundable deposit?

    No, we don’t adapt our policy for individual circumstances. We can apply your deposit to your booking profile if you have given us at least 48 hours notice and you’ll be able to use it for another booking (within 1 year).

13. What happens if I’m rude or abusive to you when cancelling my appointment and demanding the non refundable deposit?

    We don’t tolerate rudeness or abuse of any kind. Management reserve the right to block you from our booking site and you will forfeit the deposit, regardless of the time factor stipulated in the policy. It is unacceptable to abuse our staff, especially for upholding a policy you agreed to. We also reserve the right to perform this action without notice.

14. What happens if I fail my patch test?

    We won’t be able to proceed with the type of service you have selected. Please tell us if you have suffered any adverse reactions. Your stylist will be in touch to discuss options that don’t put you at risk.

15. What happens if my strand test doesn’t lift?

    Your stylist will be in touch to discuss the result of your strand test and to discuss options.

16. I have an allergy or several allergies, should I tell my stylist?

    Yes! Please inform your stylist if you have allergies so we can check our product ingredients and ensure there is no chance of cross contamination while you’re in the salon with us. We may ask you to bring products you use at home that you aren’t allergic to to ensure your comfort.

17. The outcome of my service isn’t quite what I was expecting in my mind, what happens next?

    We will always check with our clients if they’re happy with the service and it’s our mission to do what we can to make things right. Please raise anything with your stylist before you leave the salon so we can review together and discuss options. We won’t know you aren’t happy if you don’t let us know at the time, so please feel you can express that with us. It isn’t taken personally, and on the rare occasion the end result doesn’t line up with your thoughts, then we can revisit what we can do, but it does require you to express this.

18. What if I get in touch and ask for a refund for the service you provided?

    We don’t offer refunds. We acknowledge that sometimes a change can make people feel a certain set of feelings, and reactions from loved ones may contribute to that. But please bear in mind that time and effort has been spent providing you a service, leaving Heartbreakers with costs and bills to cover. If your outcome truly doesn’t align to your vision, then please raise this with us before you leave so we can discuss options.

Our brand is our brand.

Heartbreakers Hair Co and brand logo are legally trademarked and therefore protected. We reserve the right to protect the use of the Heartbreakers name, brand, likeness, domain and imagery via any medium, such as but not limited to print, digital and social media platforms.

Use of Heartbreakers Hair Co's brand, name and imagery is at the discretion of the company directors, provided only in writing.

CCTV in operation

We operate CCTV in all common areas within our premises for safety and security purposes. By attending the site, you are agreeing to this in operation and the collection of your image. .

ReSpect

Respect goes both ways. Any rudeness, intimidation or abuse towards our staff and business will not be tolerated in person, via phone, email or other means. You will be asked to leave and unable to book with us in the future. We reserve the right to protect our staff and business, and the police may be informed. This will include you forfeiting your deposit.