Dear….
As you may have read in our last newsletter we are bringing on a new cancellation policy
from the 31 st July 2021.
The majority of our cherished clients totally understand the policy and agree to it with no
problems, however for some, it has come across as personally offensive and I’d like to take
the opportunity to explain the new policy in-depth and our reasons for implementing the
changes.

The hairdressing industry is a service-based industry, and in a salon-like Chilli Couture we
aim to provide the highest quality of service to you; our guest, to give you the best
experience possible. This level of service comes with high overheads. For every stylist, there
is an apprentice as a support and we also have a full-time salon manager running the floor,
so we don’t have to leave you to answer phones and see to other clients. Add to this all our
operating expenses like rent, utilities, insurance and stock and the costs really start to add
up as you can imagine.

So, we try to have the right amount of staff available for our busy times and the times that
are in highest demand from our guests. Because of this we rely on our booking system to
be able to predict these times and make our talented team available to you wherever you
need your hair done.

Now most of our guests respect our time, and always turn up for their appointments and for
that we are so very grateful. However, we do have a large percentage of clients that just
don’t show for their appointments, or cancel a few hours before. What this means for us is
their stylist is left with unproductive time, it is a waste of our time, a waste of an
appointment that could go to somebody else, and a large cost to the business that still must
pay the stylist AND the support staff to be here.

I’m sure you can imagine that for service and retail businesses all over that are dealing with
not only the effects of a global pandemic and still trying to maintain their services to you
this comes as a huge blow.

Many service industries are now taking deposits on their bookings to try to safeguard their
businesses and we rely on you, our cherished guests, to help us be the best we can be!

How will the new deposit system work?

All clients will pay a deposit for the next booking either at their next appointment or when
they call to book their next appointment.

For existing clients, the deposit will be $50
For new clients the deposit will be $100

How will my deposit be taken?

We will take your deposit either at the time of your booking over the phone via your credit
card or you can pay in person when in the salon. Rest assured we do NOT store your credit
card details.

How is my deposit used?
When you come into the salon for your appointment your deposit will come off the cost off
your appointment or you can roll it over to your next booking if you want to rebook.

What if I have repeat appointments?
Your deposit will roll over to each appointment. E.G. you come in in June, pay for your
appointment and put down your deposit for your next appointment. When you come in for
your July appointment you will just pay for that appointment and your deposit will roll over
to your next booking.

But I have always shown up for my appointments, why do I have to make a deposit?
This is a blanket booking policy, we understand that there are those that have always shown
up for their booking and we are so grateful for your loyalty and continued service. However,
the only way we can manage this is to make it a standard policy for ALL bookings. Please
don’t take it as a personal offense as it is not intended to offend our loyal clients, we know
we depend on you to keep our business running and we LOVE YOU!

What if I need to change my appointment?
That’s totally fine as long as its outside of the 24-hour cancellation period! We send an
email reminder of your booking 1 week prior and a SMS reminder two day prior to your
booking to remind you of your booking, we implemented this as a strategy to try to stop
people not showing up for their bookings however despite our best efforts we still have no
shows.

If you already have a deposit on that booking and you move it outside of the 24 hours
cancellation period, then that deposit will roll over to your next booking.

If I don’t turn up to my appointment how is my deposit used?
If you cancel within the 24 hours or don’t show up to your booking your deposit will go
towards covering the wages of the staff who were waiting to service you for that booking.

I don’t feel comfortable with this policy, it makes me feel untrustworthy.
This policy is not a personal affront, please don’t take it as that we don’t trust you, however
we, along with many other service providers, are trying to provide the best experience
possible and keep our businesses running. This booking is only designed to protect us not to
make you feel bad. We love having you as our guests and you can rest assured that with this
policy in place your beloved Chilli Couture is more protected and sustainable!!

If I cancel my appointment and don’t plan to come in for a while, can I get my deposit
refunded?

What, you’re moving interstate?! That’s the only reason you would never come back to
Chilli Of course we will refund, and we can do it over the phone.

If you would like to discuss any of these key points, please call us.

Rachel Walker
Director