The Retreat Customer Declaration

• We do not offer walk in appointments. All appointments must be booked in advance.
• Once signed in at the Retreat ensure you display the visitors badge at all times.
• Please remain upstairs in the Retreat. You are not permitted to go downstairs or outside unless accompanied by a member of a staff. This includes to use the smoking and vaping areas and is a safeguarding measure to protect all students onsite at college.
• If you need to leave at a specific time, please ensure you make your therapist/stylist aware during consultation.
• Whilst we do our best to encourage students to adhere to commercial times, services can take longer due to them still training
• Hair colouring and tinting treatments in Beauty require a skin test 48 hours before.
• We are a training provider and therefore students can only complete services they have been trained to do, this can include limitations on what level 2 students can do compared to level 3. The teacher will always advise you on whether your desired look is achievable, this may include us asking you to return to have your treatment with another group.
• For new clients or clients requiring restyles (particularly in hairdressing) we advise you book a complementary consultation to discuss service requirements.
• Whilst we endeavour to maintain high standards and ensure you are happy with the results of your service; we politely ask that if you have any concerns or issues you ask to speak to the teacher. We will always inform the students of your feedback, but as they are training, we need to be mindful of the impact it may have on their confidence.
• Inappropriate behaviour will not be tolerated, and we reserve the right to ask clients to leave if they are not behaving within the guidelines.
• If you do have a complaint or issue with your service, we politely ask that you get in touch within 7 days of having the service done. Anything that is reported outside of this timeframe will be assessed by the Manager on an individual basis.
• All services must be paid for in full on the day.
• Teachers will not complete any of the services, this includes correcting services. The only time a teacher may complete a service is for demonstration purposes and therefore services cannot be requested with any teaching staff.