NEW CANCELLATION POLICY

Hi! I'm Leah, NRG's Business Co-ordinator. Thank you for spending the time to read through our updated policy. Please be aware that we will be implementing this new policy over the next few months to help keep our small business sustainable. Your support means the world. Please don't hesitate to reach out with any questions any time! My personal email is leahnrghair@gmail.com if you have anything at all you'd like to discuss.

PLEASE BE AWARE OF THE FOLLOWING BEFORE YOUR NEXT APPOINTMENT

Updated: January 16, 2025

BOOKING POLICY & CANCELLATION FEES

Applicability

This policy applies to all appointments at NRG Hair, regardless of the service size/type or stylist.

Purpose of the Policy

This policy acts as a security measure for us, being a small business, to protect us from financial burden, and in turn keeping our doors open and thriving for years to come. Just as you would put your card down for a hotel room in case of loss or damage, our new policy uses the below system, balancing respect for clients and protection for our business.

Booking Policy

Card Capture System

• All services will requrie- New Security Measure: Instead of requiring a booking fee upon reservation, NRG Hair now utilises a card capture system. This method securely stores the client's card details through Stripe as a precautionary security measure. (please see bottom of the page for more details on this system)

• Charges: No charges will be made at the time of booking unless the client falls under the Late Cancellation/No-Show Fee Policy.

• Staff cannot access the details of the saved card other than the last 3 digits of the number, to confirm this card belongs to you. See below for more information or click here for our privacy policy.

  
  

  Other Benefits:

• Clients may opt for contactless payment in the salon at their convenience, pay in instalments over the phone.

• Clients can now book as many appointments online as they would like without paying the fixed deposit up front per our previous policies.

Alternative to Card Capture

• We encourage all clients to adhere to our card storing policy. However, we understand this may not always be possible. Clients who prefer not to have their card details stored may instead choose to pay a deposit (approximately 50% of their usual booked appt) on their account. This deposit will be held as security for any future no-shows or late cancellations.

• If a client decides to discontinue services with the salon or will be away for an extended period, they may use their deposit as credit toward their final appointment. Before booking any future appointments, they will be required to supply a new deposit.

• Appointments cannot be made without either a stored card or an active deposit on file.

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Notice Period

The notice period for cancellations or reschedules has been increased from 12 hours to 24 hours before the scheduled appointment.

Fee Details

• Charge Application: If a client cancels, reschedules, or fails to show up within 24 hours of their appointment, the card on file will be charged.

• Fee Amount: The fee is 50% of the total services booked.

Clients Without a Stored Card

Clients who opt not to store a card on file must put down a deposit (approx 50% of their usuals service) on their account. If a late cancellation or no-show occurs, the fee will be deducted from their deposit. They will be required to replenish their deposit before booking any future appointments.

Using the Deposit as Credit

If a client decides to discontinue services with the salon or will be away for an extended period, they may use their deposit as credit toward their final appointment. Before booking any future appointments, a new deposit must be provided.

Payment Options

• For Stored Cards: No action is required unless the late cancellation or no-show fee applies.

• For Deposit: Clients must ensure they maintain an active deposit

• to secure future appointments.

Policy Rationale

These policies are critical for maintaining our operations and ensuring availability for all clients. By implementing these measures, we aim to:

• Protect our business from disruptions and financial burden caused by last-minute changes.

• Maintain a professional and reliable service experience for everyone.

Business-Initiated Cancellations (due to staff sickness):

If we need to cancel or reschedule your appointment due to a staff member's illness, we will make every effort to find the soonest available appointment that works for you. This may involve booking with an alternative stylist, or adjusting the date or time of your appointment.

Please note that once the sick staff member returns, they may offer extra appointment times to accommodate the missed appointments, but this is at the stylist’s discretion. We understand how valuable your time is, and we will do our best to accommodate you as quickly as possible. However, please keep in mind that our stylists’ availability may be limited based on their schedule and the nature of the illness.

In the event that we are unable to find a suitable appointment time for you, we may offer a compensation gift or credit towards future services as a gesture of goodwill. This will help ensure that you continue to have a positive experience with us, even if we are unable to fulfill your appointment as initially planned.

By accepting our cancellation policy, you are also agreeing to the terms outlined above in the event of a business-initiated cancellation due to illness. Your understanding and cooperation are greatly appreciated as we aim to provide the best service possible.

Please see the following links for more info:

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OUR CARD/PAYMENT SYSTEM - STRIPE

We actually don't store credit cards. When a client decides to store their card details, they are processed by Stripe (our payment provider) from which unique tokens are created for us. So we don't actually store full credit card details as part of card capture. 

What you generally see is last 4 digits and expiry, which isn't very useful if breached. The actual credit card details are stored securely in Stripe's vault and not visible to anyone (us, the customer or client). 

Instead our payment system has to use the token issued by Stripe to tell the Stripe system which credit card to charge (like an identifier). If the Timely was breached and that token itself was compromised, it would be meaningless to anyone outside as its just a random set of characters that doesn't actually have the card details in it. It can't be used anywhere else or by anyone else. 

Working with Stripe can help businesses to reduce the burden of PCI DSS compliance. By processing payments through Stripe, businesses do not handle sensitive card data directly, which reduces the scope of their compliance responsibilities. Stripe is a certified PCI Service Provider Level 1, which is the highest level of PCI compliance, and it handles the majority of card data security tasks. These Stripe features keep cardholder data safe while helping businesses to remain PCI compliant:

• Tokenisation: Stripe's tokenisation service replaces sensitive card details with unique identifiers (tokens), which can be stored safely and used for transactions without exposing card details.

• E2EE: Stripe encrypts all sensitive data from the point of capture until it is processed within its secure environment. This end-to-end encryption minimises the risk that data will be intercepted during transmission.

• Scalability: Stripe's infrastructure is built on a cloud platform designed to handle large volumes of transactions without compromising performance. Businesses can scale their operations without worrying about maintaining compliance and security standards.

• Integration with modern and legacy systems: Stripe offers extensive application programming interface (API) support, which makes it easy to integrate with modern and legacy systems. This flexibility helps businesses to modernise their payment processingwithout requiring extensive overhauls to their existing systems.

• Continuous monitoring and updates: Stripe continuously monitors its systems for threats and updates its security measures on a regular basis to tackle emerging vulnerabilities. Security features include machine-learning algorithms that detect and prevent fraud.

• Global compliance: Stripe operates globally and can help businesses deal with the complexities of data residency and regional compliance across borders.

• Data governance: Stripe's infrastructure supports data integrity and consistency.

By relying on Stripe to manage most of the responsibility with regard to secure card storage, data encryption, compliance and scalability, businesses can spend more time on core operations. Learn more about Stripe's security standards.

OUR PRIVANCY POLICY

TIMELY PRIVACY POLICY

GDPR LAW