Customer Satisfaction Policy and Terms and Conditions

Gusto Customer Satisfaction Policy

At Gusto, client satisfaction is at the heart of everything we do. We are dedicated to providing a high- quality experience that leaves you delighted with your service. While we always strive for perfection, we recognise that sometimes things may not go as planned. This policy outlines our commitment to resolving any concerns, our service standards, and your rights and responsibilities as a valued client.

Service Guarantee

Our goal is for each client to leave Gusto completely satisfied. If, for any reason, your experience does not meet your expectations, we are here to listen and make it right. Any issues can be shared directly in the salon, via phone, by email to your location, or through our Client Care team at [email protected]. We handle all feedback with care and sensitivity, aiming to resolve each case within four weeks. When a complaint is deemed reasonable, we will invite you back for a
complimentary adjustment with the same stylist, or another if preferred.

Refund Policy

While we do not offer monetary refunds, we value the opportunity to resolve your concerns and restore your confidence in our services. All requests are handled by our Client Care team on a case-by-case basis. To initiate a resolution, clients must contact the salon within 10 days of their initial appointment. We will then arrange a full assessment with one of our experts. If, following this review, the outcome of the service is still unsatisfactory, we will provide a complimentary service to address and rectify the issue. Corrections will be with the same stylist, unless they are otherwise unavailable.

Complimentary Consultations

For clients visiting Gusto for the first time or considering a style change, we recommend a complimentary consultation. Our talented stylists and colourists are here to discuss your vision, whether it’s a minor tweak or a complete transformation.

Patch Test Requirement

For clients receiving colour and chemical treatments, we require a patch test at least 48 hours prior to the appointment. This test is essential for ensuring client safety and preventing allergic reactions. We appreciate your understanding and cooperation in helping us maintain a safe salon experience for all.

Pet-Friendly Environment

We are pleased to welcome your well-behaved, four-legged companions! We simply ask that all pets be fully house-trained, remain on a lead, and are comfortable around other clients and pets in the salon.

Cancellations & Rescheduling

To respect the time of our clients and stylists, we require at least 48 hours’ notice for cancellations or rescheduling. Appointments cancelled or rescheduled within 48 hours will result in a forfeited deposit, and appointments booked within 48 hours may also be adjusted but will incur a lost deposit if changed. For group bookings, such as weddings or prom parties, we request at least two weeks’ notice for any cancellations or adjustments. Failure to notify us within this time frame will result in a loss of deposit.

Lateness & No-Show Policy

We allow a 15-minute grace period from your scheduled appointment time. If you expect to be more than 15 minutes late, please contact us as soon as possible. Being late may require a rescheduled appointment or a modified service to fit within the remaining time. If we do not hear from you within 15 minutes of your appointment start time, your appointment will be considered a “no-show,” and your deposit will be forfeited.

Agreement

By booking an appointment with Gusto, you confirm that you have read and understood our booking, cancellation, and deposit policies and agree to the terms outlined above.

Our Right to Refuse Service

We aim to foster a respectful and safe environment for every client and team member. Occasionally, our team may need to exercise the right to refuse service, but this will only be for the following reasons:

∙ A client is more than 15 minutes late, affecting the quality of their service or the appointments of others.
∙ The salon has reached maximum capacity.
∙ The salon is closed (outside of business hours).
∙ A safety issue or health hazard is present.
∙ The client is visibly intoxicated.
∙ Any threat of harm, whether verbal or physical, toward clients or staff.

At Gusto, we uphold a welcoming and inclusive environment, never discriminating based on any protected characteristics.

Personal Belongings

We strive to protect your belongings, but we cannot assume responsibility for any lost or damaged items on our premises. To safeguard your clothing during colour treatments, we recommend wearing appropriate attire, though we take precautions to minimise any transfer of colour products.

Price Adjustments

Our prices reflect the quality of our services and the expertise of our team. While we aim to provide consistency in pricing, all prices are subject to change. In the event of a price increase, we will do our best to inform clients in advance. Promotions and discounts cannot be combined unless explicitly stated.

Final Agreement

By booking an appointment and visiting Gusto, clients agree to abide by these policies and respect the terms designed to protect the salon, its staff, and clients alike. Thank you for helping us maintain a welcoming, safe, and professional environment for all.

Feedback Welcomed

Your feedback is invaluable in helping us grow and improve. Thank you for choosing Gusto, where your satisfaction and experience always come first.