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, please refer to cakeordeath.co.uk and check with your stylist for more information.

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.

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. We aren't immune to high bills and as an independent business, we need clients to show up in order to stay open.

IMPORTANT: If you proceed with 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, including but not limited to - sickness, illness, accidents of any kind, injury, persistent or sporadic issues, life events, 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 the city, etc. Clients confirming their booking agree to these terms. Please reconsider disputing this, as we will always defer to our policy and the action you took to confirm your agreement when booking.

Any type of contact asking for or contesting the non refundable deposit won’t be accommodated. As an example, we tend to get contact of this nature around Christmas and New Year and other key holidays, which we understand can be expensive times of year, so we ask you to take a moment to consider whether you’re confident to book, commit a deposit and agree to our booking policy.

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.

FAQs

1. What is a non refundable deposit?

   A deposit can be either 50% or the full cost of the service you are booking. It is taken to secure your chosen slot.

2. What does non refundable mean?

   It means we do not process refunds of deposits. When we say non refundable that means non refundable.

3. What happens if I pop in, 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 may 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.

5. What if I give you a month’s notice, or a handful of weeks? Surely you can fill the slot by then and give me the deposit?

   Client bookings are driven by, you guessed it, client behaviour. We have no way of guaranteeing spots will be filled. We also don’t perform post cancellation booking reconciliation for each and every cancellation or booking move, as that would be a drain on resources. 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.

6. 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. So, you get a year to use it with us. Following that year, you’ll need to initiate a booking with a new deposit.

7. What happens if I complain via email?

   We take feedback in the spirit it is intended and 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.

8. But it’s Christmas, why can’t I have my non refundable deposit back?

   To be clear, our policy doesn’t change no matter the time of year. And please see the explanation to question 2.

9. I can’t afford to get my hair done now, can I have my non refundable deposit back?

   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.

10. I’m not going to be in Exeter now for my appointment, can I have my non refundable deposit back?

    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.

11. What if I’m rude to you when cancelling my appointment and asking for my 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 your 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.

12. 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.

13. 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.

14. 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.

15. 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. Please raise anything with your stylist before you leave the salon so we can review together and 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.

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.