Plaitonic is dedicated to delivering high-quality, professional services with care and attention. If for any reason you are not fully satisfied, we have clear procedures in place to ensure concerns are addressed fairly and promptly.
1. Service Adjustments
- If you are unhappy with any aspect of your service, please inform your stylist before leaving the salon so we can make immediate adjustments where possible.
- If concerns arise after leaving, you must notify the salon within 7 calendar days of your appointment.
- Adjustments are provided at the salon’s discretion and will only be offered if the service outcome does not reasonably reflect the consultation agreed before treatment.
2. Complaints Procedure
- Complaints must be raised in writing (via email or letter) and should include details of the service, date, stylist, and nature of the concern.
- We aim to acknowledge complaints within 5 working days and provide a resolution within 14 working days.
- Resolutions may include a corrective service, partial refund, full refund, or a goodwill gesture, depending on the situation.
3. Limitations
- Complaints relating to issues caused by client aftercare (e.g., use of unsuitable products, failure to follow aftercare instructions, exposure to chlorine/sun/heat) will not qualify for free adjustments or refunds.
- Colour results may vary depending on previous treatments, hair condition, and lifestyle factors, which will be explained during consultation.
4. Refunds
- Refunds are only considered where services cannot reasonably be corrected or where Plaitonic accepts full responsibility for the issue.
- Refunds will not be issued simply for a change of mind after services are completed.
5. Continuous Improvement
- All complaints are logged and reviewed regularly as part of Plaitonic’s commitment to client care, staff training, and continuous improvement.