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Complaints & Financial Queries Policy

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This policy explains how to contact HoneyComb Hair regarding complaints, service concerns, HoneyClub membership queries, gift voucher queries, and any financial or billing questions.

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The quickest way to reach us

For all complaints, customer service concerns, HoneyClub questions, gift voucher queries, billing issues, and refund requests, please email:

Email is our preferred channel so we can:

  • Keep everything accurate and in writing

  • Review your appointment history properly

  • Get your query to the right team member

  • Resolve things as quickly and fairly as possible

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What to include in your email

To help us handle your query quickly, please include:

  • Your full name

  • Best contact number

  • Appointment date (and stylist/practitioner if you know it)

  • A clear description of the issue or question

  • Photos (if relevant — especially for colour concerns)

  • What outcome you’re hoping for (e.g., adjustment appointment, explanation, account check)

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Gift voucher queries

If you have any questions about gift vouchers (for example: purchasing, redeeming, checking a balance, or issues at checkout), you can:

  • Contact the salon directly, and our team will be happy to help, or

Tweaks / adjustments (colour or cut)

If your query is about a tweak to your result (for example: a colour tone adjustment, depth/brightness changes, or a small refinement to your cut), please contact us as soon as possible.

You can:

  • Contact the salon directly, and our team can help find you a suitable appointment, or

Our team will:

  • Review your service notes

  • Ask for photos if needed

  • Arrange a suitable appointment for you to come back in so we can correct the issue

We always aim to resolve tweak requests through an in-salon adjustment appointment, where possible.

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Customer service concerns / unhappy results

If you’re unhappy with your experience or result, we want to know.

Please email  help@thehoneycombhair.co.uk  with the details and we will:

  • Acknowledge your message

  • Review what happened (including service notes)

  • Come back to you with the next steps

Our goal is to be fair, kind, and solution-focused — while also protecting our team and ensuring decisions are based on the facts.

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HoneyClub membership queries

For HoneyClub-related questions (including payments, plan details, credits, benefits, or account changes), please email:

We’ll confirm:

  • Your current plan

  • Any credits/benefits available

  • Any upcoming payment dates

  • What options you have (where applicable)

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Financial queries (billing, deposits, charges)

If you have a question about:

  • Deposits

  • Saved cards

  • Outstanding balances

  • Charges or receipts

  • Membership payments

Please email  help@thehoneycombhair.co.uk  and we’ll investigate and respond with a clear breakdown.

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Refund requests (exceptional circumstances)

We understand that sometimes clients may request a refund. As a service-based business, we do not offer refunds as a standard outcome, because time, products, and staffing costs are committed at the point of service.

However, we will consider refund requests in exceptional circumstances.

Refund requests must be submitted in writing to  help@thehoneycombhair.co.uk  and will be reviewed on a case-by-case basis.

Where appropriate, we may request:

  • Photos

  • A follow-up consultation

  • An opportunity to correct the issue in-salon

If a refund is agreed, it will be processed back to the original payment method where possible.

Our commitment

We take complaints and financial queries seriously and treat every message with care. We aim to resolve issues quickly, fairly, and respectfully — and we appreciate you giving us the chance to put things right.

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