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COMPANY POLICIES

CUSTOMER CODE OF CONDUCT

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DURING YOUR TIME IN OUR SALON IT IS IMPORTANT THAT YOU SHOW THE UTMOST RESPECT TO STAFF AND FELLOW CUSTOMERS. SWEARING IS NOT ACCEPTABLE AT ANY TIME. IF YOU FAIL TO MEET THE REQUIREMENTS  EXPECTED  OF  YOU DURING YOUR VISIT YOU WILL BE WARNED, IF THIS CONTINUES YOU WILL BE ASKED TO LEAVE.

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CUSTOMER ILLNESS / COVID-19

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DUE TO THE RECENT PANDEMIC,IT IS IMPORTANT TO NOTE THAT WE HAVE RECENTLY ADJUSTED THESE POLICIES TO ENABLE OUR BUSINESS TO RUN SMOOTHLY AND PROTECT OUR STAFF AND CUSTOMERS FROM ANY RISK OF PICKING UP THE VIRUS OR OTHER ILLNESSES ON THE PREMISES. THEREFORE WE MUST STRONGLY ADVISE ANY CUSTOMERS WHO SHOW ANY SYMPTOMS OF COVID-19 DO NOT ATTEND APPOINTMENTS AND FOLLOW GOVERNMENT GUIDELINES. WE MUST ALSO STATE THAT ANYONE WITH ANY FORM OF ILLNESS WHATSOEVER WILL ALSO BE REFUSED SERVICE AND WILL NOT BE ABLE TTO ATTEND ANY APPOINTMENTS UNTIL FULLY HEALTHY. THIS INCLUDES ANY CHILDREN THAT ARE OFF SCHOOL DUE TO ANY FORM OF ILL HEALTH. SORRY FOR ANY INCONVENIENCE CAUSED.

 

DATA PROTECTION / PRIVACY

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HERE AT KING AND CAPTAIN WE MAY AT TIMES COLLECT INFORMATION SUCH AS YOUR NAME, EMAIL ADDRESS, CONTACT NUMBER or CARD DETAILS. THESE DETAILS MAY BE USED FOR MARKETING PURPOSES SUCH AS TEXT MESSAGING OR DIRECT EMAIL MESSAGING AND WHEN YOU PROVIDE US WITH YOUR EMAIL YOU GRANT US CONSENT TO INTERACT WITH YOU FOR MARKETING PURPOSES, INCLUDING VIA ANY OF OUR PARTNERED COMPANIES (OWNED BY US). YOU CAN REST ASSURED THAT YOUR DETAILS WILL NEVER BE SOLD ON OR USED FOR ANYTHING OTHER CUSTOMER ANALYTICAL OR DIRECT MESSAGING FROM US OR BY OUR PARTNERED COMPANIES. YOU WILL NOT BE SPAMMED AT ANY POINT!

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CARD DETAILS ARE STORED SAFELY WITH OUR BOOKING SOFTWARE PROVIDER 'TIMELY' IN YOUR SECURE ACCOUNT. WE DO NOT HAVE ACCESS TO ANY CARD DETAILS AND 'TIMELY' AND KING & CAPTAIN COMPLY WITH ALL GDPR LAW. WHEN STORING YOUR CARD DETAILS, YOU AGREE TO OUR CANCELLATION POLICY AND AGREE TO ALLOW US TO CHARGE YOUR CARD (50%, AS PER OUR T'S & C'S) IF YOU DO NOT ATTEND YOUR APPOINTMENT.

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FOR TMELY GDPR POLICIES PLEASE VISIT  -   https://www.gettimely.com/support/security/

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FOR MORE IN DEPTH INFORMATION ON HOW WE USE YOUR DATA PLEASE READ OUR PRIVACY POLICY  HERE 

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REFUND POLICY

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ANY REQUESTED REFUNDS WILL ONLY BE GIVEN BY A MEMBER OF MANAGEMENT AND BASED UPON A DETAILED INQUIRY INTO EITHER THE PRODUCT SOLD OR THE SERVICE PROVIDED. WE WORK HARD TO ENSURE ALL CUSTOMERS ARE SATISFIED AT ALL TIMES AND PRIDE OURSELVES ON OUR SERVICES. WHEN AN APPOINTMENT IS CANCELLED, EITHER BY US OR BY THE CLIENT BEFORE THE 3 HOUR CUT OFF, ANY DEPOSITS WILL REVERT TO CREDIT ON YOUR ACCOUNT. REFUNDS CAN BE ISSUED TO YOUR BANK ACCOUNT UPON REQUEST AS LONG THE ABOVE CRITERIA IS MET.

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APPOINTMENTS / CANCELLATIONS

 

IF IN THE UNFORTUNATE CIRCUMSTANCES THAT YOU WISH TO CANCEL AN APPOINTMENT PLEASE INFORM US WITH AT LEAST 3 HOURS NOTICE.. PLEASE ARRIVE ON TIME FOR YOUR APPOINTMENT AND ALLOW US 10 MINUTES GRACE AFTER THE START OF YOUR APPOINTMENT TIME . IF YOU ARRIVE ANY LATER THAN 10 MINUTES AFTER YOUR APPOINTMENT TIME YOUR APPOINTMENT MAY BE RESCHEDULED. IF AT ANYTIME WE NEED TO RESCHEDULE YOUR APPOINTMENT WE WILL CONTACT YOU ON THE DETAILS PROVIDED WITH AS MUCH NOTICE AS POSSIBLE. 

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NO SHOWS

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YOU WILL RECEIVE PLENTY OF COMMUNICATION FROM US REGARDING YOUR APPOINTMENT

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- CONFIRMATION EMAIL

- TEXT REMINDER

- APPOINTMENT ADJUSTMENT EMAIL 

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AND THERE ARE MANY WAYS IN ORDER FOR YOU TO BE ABLE TO REARRANGE OR CANCEL YOUR APPOINTMENT IF YOU ARE UNABLE TO ATTEND.

 

- PHONE

- TEXT

- FACEBOOK

- EMAIL

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IF YOU ARE UNABLE TO ATTEND YOU MUST CONTACT US AT THE EARLIEST CONVENIENCE TO CANCEL OR REARRANGE (MINIMUM 3 HOURS)

IF YOU DON'T DO THIS WE LOSE OUT ON MONEY AND OTHER CUSTOMERS AREN'T ABLE TO FILL THAT SLOT. 

THEREFORE...

IF YOU DO NOT PAY ONLINE FOR YOUR APPOINTMENT  & DO NOT ATTEND AN APPOINTMENT OR REARRANGE OR CANCEL IT YOU WILL HAVE A 100% NO SHOW CHARGE ADDED TO YOUR ACCOUNT OR CHARGED TO YOUR SAVED CARD. 

 

PLEASE RESPECT OUR TIME, WE WILL RESPECT YOURS.

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ONLINE PAYMENTS / REFUNDS

 

YOU HAVE THE OPTION TO PAY FOR YOUR APPOINTMENT IN FULL UPON BOOKING. IF YOU FAIL TO ATTEND YOUR APPOINTMENT YOU WILL NOT BE REFUNDED YOUR PAYMENT. WHEN BOOKING ONLINE AND PAYING IN FULL YOU HAVE COMMITTED TO ATTENDING YOUR APPOINTMENT AND TAKEN UP VALUABLE TIME WHICH ANOTHER CUSTOMER COULD HAVE.

 

100% OF THE PAYMENT WILL BE RETAINED,

 

HOWEVER...

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IF YOU CANCEL YOUR APPOINTMENT ONLINE, PRIOR TO THE 3 HOUR CUT OFF, YOUR DEPOSIT WILL BE CREDITED TO YOUR ACCOUNT. REFUNDS CAN BE REQUESTED.

 

INCORRECT BOOKINGS 

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RECENTLY WE HAVE SEEN AN INCREASE IN PEOPLE BOOKING THE WRONG DAY AND LOCATION. THIS IS DUE TO A LACK OF ATTENTION ON THE CUSTOMERS PART AND NOT SELECTING THE CORRECT LOCATION AND/OR DAY. THIS OBVIOUSLY AFFECTS OUR INCOME IF PEOPLE DO NOT ATTEND AT THE CORRECT LOCATION AND THEN REQUEST TO 'MOVE THE APPOINTMENT'. THIS WILL NO LONGER BE ALLOWED. ANY INCORRECT. BOOKINGS MADE ONLINE FALL UNDER THE CUSTOMERS RESPONSIBILITY AND WILL BE CHARGED FOR, WITH THE CUSTOMER BEING REQUIRED TO BOOK A NEW APPOINTMENT.

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RIGHTS RETAINED

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WE RETAIN THE RIGHTS TO CHARGE AS NECESSARY DEPENDANT ON LENGTH AND COMPLEXITY OF SERVICE PROVIDED. WE RETAIN THE RIGHT TO ALTER THE PRICE LIST WITHOUT NOTICE HOWEVER WE WILL AIM TO NOTIFY, WITH PLENTY OF TIME, OF ANY CHANGES.. WE RETAIN THE RIGHT TO REFUSE SERVICE AND EXPEL ANY PERSON WHO IS NOT ABIDING BY THE CUSTOMER CODE OF CONDUCT. 

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RESPONSIBILITY

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WE DO NOT ACCEPT RESPONSIBILITY FOR DAMAGE OR LOSS OF ANY PERSONAL PROPERTY WHILST ON OUR PREMISES. 

IF A CLIENT DAMAGES KING & CAPTAIN PROPERTY THEY WILL BE LIABLE TO PAY FOR THE DAMAGE ON TOP OF THEIR APPOINTMENT.

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LOST PROPERTY POLICY

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LOST PROPERTY OR PROPERTY LEFT BEHIND WILL BE STORED SAFELY FOR UP TO 4 WEEKS. ONCE THIS TIME EXPIRES THE PROPERTY WILL BE DONATED TO A LOCAL CHARITY SHOP, IF IT IS UNSUITABLE FOR DONATION, IT WILL BE THROWN AWAY OR SOLD AND THE PROCEEDS WILL THEN BE DONATED TO CHARITY. IF WE KNOW WHO THE PROPERTY BELONGS TO WE WILL DO EVERYTHING WITHIN OUR POWER TO REUNITE IT WITH THE OWNER.

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CLOTHING SALE AND RETURN POLICY

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Sale

 

  • All pre-sale checks must be taken before sale, except when it is not possible.

  • Size and Fit – Customers must try before you buy.

  • Condition checks will be made before purchase

  • Satisfaction check

  • Receipt will be provided with purchase

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Returns & Refund

 

  • 30 days to return if the product is damaged or faulty (Full refund)

  • 14 days to return if unwanted – will NOT be offered cash refund.

    Buyer will receive credit note or exchange only

  • NO REFUND if the product is not faulty

  • Must be returned in perfect condition if not faulty

  • Must provide proof of purchase and card used if paid by card

  • Only accept return from buyer

  • Cannot return Underwear or Swimwear including Sliders

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Online Shipping & Return Policies

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Although online returns are very similar to store returns there are a few differences to consider as set out below:

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  • All purchases are subject to the same return time periods as set out above.

  • Contact must be made with us prior to return on any contact number provided on the website.

  • The product must then be returned via post or dropped into a store and will be inspected.

  • Based on inspection;  the same rules will apply as above.

  • Buyer will receive a credit note to be spent on another product or an exact replacement

  • We request that if the product is currently not in stock that you allow up to 3 working days for us to source you a replacement product.

  • If this can not be done, we will happily supply a full refund for the product.

  • Allow up to 3 - 5 working days for delivery.

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GOLD CLUB - Terms and Conditions

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  • ​All packages purchased are NON-REFUNDABLE and NON-TRANSFERRABLE after a 14 day cooling off period.

  • You retain the right to cancel your package if it is cancelled within 14 days and you do not redeem any services within this time

  • Your Package is Valid for ONE YEAR ONLY from date of purchase!

  • All packages purchased are limited to the ONE PERSON who purchased to the package (except the kids package)

  • The kids package, can be used for multiple children within the same family ONLY - Under 11's only!

  • Children aged 11 years and older are not eligible for the kids package, however they are eligible for any other package available.

  • Your Gold club card must be presented at the time of each service.

  • If you do not have you card, you will be required to PAY FULL PRICE at time of service. NO EXCEPTIONS.

  • By purchasing a package you are pre-paying for services at a discount and each service will be deducted from you card upon each visit..

  • The first series of card will be paper format and each service will be signed off by the barber who delivers your service.

  • In time we will be changing our till system - once this happens (Predicted June/ July) your cards will be changed for plastic cards and your account will be credited with any remaining services on your card.

  • The card will entitle you to 20% off all products/clothing & services purchased outside of your package

  • By signing up to the GOLD CLUB you agree to allow us to send you exclusive offers to your email inbox.

  • King and Captain retain the right to cancel your gold club membership/package at any time- with a refund of the remaining value of your card

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