Client Service & Booking Terms

1. About these terms

Your service contract is with The Refinery Limited ('The Refinery', 'we', 'us' or 'our'). Our contact email is hello@therefineryfleet.co.uk. Our geographical business address is 106A Connaught Road, Fleet, Hampshire, GU51 3QX.

The Refinery works with Defined & Co as an Approved Partner. Defined & Co does not provide or take payment for The Refinery's salon services. Defined & Co policies apply only where its hair systems, products, methodology, Confidence Guarantee, fault process, membership or network responsibilities are involved.

2. Booking, prices and payment

• Bookings are managed through Vagaro and any other booking route we confirm in writing.
• All published prices include VAT where VAT applies.
• A deposit equal to 50% of the booked service price is required to confirm an appointment.
• The deposit is credited against the final service price. The remaining balance is due at the appointment unless agreed otherwise.
• A booking is not confirmed until the required deposit has been received and confirmation has been issued.
• We may correct an obvious pricing error before accepting a booking. Any material price change will be explained before the client commits.

3. Cancellation, rescheduling and non-attendance

We will apply these provisions fairly and may consider a genuine emergency. Any amount retained must remain proportionate to the booking and the loss reasonably arising from the cancellation. Statutory cancellation rights take priority where they apply.

4. Distance-booking cancellation rights

Where a consumer contract is concluded entirely online, by telephone or another distance method, the client may have a statutory right to cancel within 14 days without giving a reason. To cancel, the client must make a clear statement to us at the email address above.

• If the client asks us to begin or fully provide a service during the 14-day period, we will obtain the express request or acknowledgement required by law.
• If a service has been fully performed within that period after the required express request and acknowledgement, the statutory cancellation right may be lost.
• If a service begins within the period and is then cancelled lawfully before completion, the client may be required to pay a proportionate amount for work already supplied.
• The change-of-mind right does not apply to goods made to the client's specifications or clearly personalised once production has begun, but rights relating to faulty, misdescribed or unsuitable goods remain unaffected.

5. Arrival and lateness

Please arrive on time. If a client arrives late, we may shorten the service where it remains safe and professionally appropriate. If there is not enough time to complete the service safely or properly, the appointment may be rescheduled and treated as a late cancellation. We will not compromise safety, quality or the next client's privacy to recover lost time.

6. Consultation, consent and suitability

• Information provided during consultation must be accurate and complete to the best of the client's knowledge.
• Consent is continuing. A client may pause or withdraw consent at any time, although charges may remain due for work already properly completed or committed.
• We may ask proportionate health, scalp, allergy, sensitivity, medicine and lifestyle questions where relevant to safe delivery.
• We may postpone, alter or refuse a service where information, patch testing, scalp condition, professional competence or another safety or suitability requirement is not satisfied.
• We do not diagnose medical conditions. We may recommend appropriate medical advice where a presentation falls outside professional hairdressing or hair replacement competence.

7. Colour, grey coverage and patch testing

Colour and grey-coverage services may involve oxidative colourants and developers. A current patch or sensitivity test may be required in line with product instructions, insurer conditions and professional assessment. We may postpone or decline a colour service where the required test has not been completed, information has changed or a result creates concern.

8. Defined & Co hair systems, products and methodology

A Defined & Co service will use the current systems, products, methodology and guidance required for that service. Recommendations, appearance, bond duration, maintenance and working lifespan vary between clients. Defined & Co's current Care & Performance Expectations apply. No fixed lifespan or result is promised.

• The approximate working lifespan of a Defined & Co hair system and Defined Bond is ordinarily four to six weeks, but this is an expectation rather than a guaranteed minimum.
• Scalp oils, perspiration, activity, health, medication, environment, water, heat, friction, maintenance and aftercare can materially affect performance.
• The client must follow the aftercare and maintenance guidance provided and report irritation, insecure attachment or unusual deterioration promptly.
• Third-party cutting, colouring, fitting, bonding, removal, alteration or products may affect performance, evidence and any available Defined & Co policy route.

9. Bespoke systems and ordered goods

A bespoke system is made to an individual specification. Production lead times are estimates, may be affected by specification and manufacturing schedules, and are not guaranteed unless expressly agreed. Once production or approved personalisation has begun, a change-of-mind cancellation or refund is not available. This does not affect rights where the supplied item is faulty, not as described or otherwise fails to meet statutory requirements.

10. Service concerns, faults and guarantees

• A service concern should normally be reported within seven calendar days so the original result can be assessed before wear, home care, environmental exposure or third-party work changes the evidence.
• Where photographs or written information are insufficient, the client may be asked to attend an in-person Defined Support Session.
• Potential manufacturing faults are assessed under the current Defined & Co Hair System Fault Policy. The client should normally report the concern promptly and, where possible, within 14 days of fitting, then make the system available within seven days of the report unless otherwise agreed.
• The Defined & Co Confidence Guarantee is separate from a complaint or fault. Eligible first-time clients must complete the guarantee process within ten calendar days of the initial application.
• Corrective or repeat performance will normally be the first remedy for a service issue where it can be provided within a reasonable time and without significant inconvenience. Statutory remedies remain unaffected.

11. Client behaviour, safety and property

Clients must treat every person and the premises respectfully and follow reasonable safety instructions. We may pause or end an appointment where conduct is abusive, discriminatory, sexual, threatening, unsafe or seriously disruptive. Any payment decision will reflect work already supplied, committed costs, the circumstances and applicable consumer law; these terms do not create an automatic right to retain payment for an unperformed service.

Clients remain responsible for personal belongings brought to the studio. We will take reasonable care of an item we agree to hold but cannot accept responsibility for loss or damage caused by circumstances outside our reasonable control.

12. Under-18s, accessibility and adjustments

Wax Room services, including body and intimate waxing, are strictly for clients aged 18 or over. Hair replacement for a person under 18 will be considered only after an enhanced suitability and safeguarding review, with appropriate parent or guardian involvement and regard to the young person's own understanding and wishes. We welcome reasonable-adjustment requests and will explain any access limitation honestly before booking.

13. Liability and statutory rights

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be excluded. We are not responsible for a loss that was not reasonably foreseeable, for avoidable loss caused by a client's failure to follow reasonable advice, or for third-party work outside our control, except where the law provides otherwise.

14. Privacy, CCTV and communications

Personal information is handled under our Privacy Notice. CCTV is governed by our CCTV Policy and Client Notice. Service communications will normally be sent using the contact details recorded in the booking system. Marketing permission is managed separately and is not a condition of service.

15. Governing law and changes

These terms are governed by the law of England and Wales. A client may bring proceedings in the courts that apply under consumer law. We may update these terms for future bookings. The version supplied or made available when a booking is confirmed applies to that booking unless a change is required by law or agreed with the client.

16. Contact

Email: hello@therefineryfleet.co.uk

Address: 106A Connaught Road, Fleet, Hampshire, GU51 3QX