Mooeys Complaints, Redo & Refund Policy

At Mooeys, every treatment is carried out with care, skill and pride. We hire brilliant people, use quality product, and we mean it when we say we work tirelessly to get things right for you.

But we’re human, and every now and then, we don’t quite hit the mark. When that happens, we want to know, and we want to put it right. This policy sets out exactly how we handle complaints, what you can expect from us, and what we ask of you in return.

1. Our commitment to you

If something about your treatment hasn’t met the standard you expected, please tell us. We will always listen, we will always investigate properly, and we will always aim to put things right.

Our preferred way of doing that is a repair or redo. That’s not us being difficult, it’s because it’s the fairest outcome for everyone: you get the result you paid for, and the time, product and skill that already went into your appointment isn’t wasted.

2. How we handle a complaint

Complaints must be raised in person at the salon or by email. We don’t handle or respond to complaints through social media, whether that’s a comment, a direct message, or a public post. This isn’t about avoiding you, it’s so every complaint gets the proper attention, evidence and follow-up it deserves, rather than being dealt with in a public comment thread.

So we can look into things properly and fairly, here’s what we’ll usually ask for:

• Photos of the treatment or result, ideally taken in good lighting as soon as possible after your appointment.
• Details of when the treatment took place and which Moo carried it out.
• A clear description of what you feel fell short.

Our salons have CCTV in place, and for more serious complaints we may review footage to understand exactly what happened. This protects you as much as it protects us. It means every complaint is looked into properly, based on what actually took place, not just on how the conversation feels in the moment.

If your complaint isn’t resolved by the salon team, or if it needs a closer look, it will be escalated to our Head Office, where a member of our support team will review it personally and get back to you.

Head Office is our main point of contact for anything that can’t be settled in salon, so you’re never left going back and forth without a clear next step.

3. Our response times

We’re a small, independent business. Every email and complaint that comes in is read and answered by a real person on our team, not an outsourced call centre, not an overseas support desk, and not an AI bot generating a reply. That’s a deliberate choice. It means slightly slower than an automated “ticket received” reply, but it also means you get a genuine, considered answer from someone who actually knows the salon, rather than a generic response that hasn’t really engaged with what you’ve told us.

We aim to acknowledge complaints within two working days, and to reach a resolution within a reasonable time after that, sooner wherever we can. Salons run to their own opening hours, and some are closed for part of the week, so a message sent on a closed day will usually be picked up on the next working day rather than the same evening.

If you haven’t heard from us within two working days, please do chase us, it may mean your message hasn’t come through rather than being ignored. We’d just ask for the chance to respond properly before anything is posted publicly, so we can actually put things right rather than react to it after the fact.

4. Redo comes first

Under the Consumer Rights Act 2015, where a service hasn’t been carried out to a reasonable standard, you’re entitled to ask us to correct it. Our right, and our preference, is to do that ourselves first, at no extra cost to you, within a reasonable time.

A refund only becomes appropriate where a redo isn’t possible by us, or where we haven’t been able to correct things properly. This is standard across UK service businesses, not something unique to Mooeys, and it’s why redo will always be offered before a refund is discussed.

If you’d rather not return to the salon or Moo involved, we can usually offer the redo with a different Moo, or at another one of our salons. If you decline a genuine offer to put things right, that doesn’t automatically create a right to a refund, though we’ll always take the full circumstances into account when deciding on the fairest outcome.

5. When we do offer a refund

Refunds are issued when we believe it’s the right and fair outcome, generally where real harm or damage has occurred, or where a redo genuinely isn’t possible or hasn’t resolved the issue. Refunds are not automatic and are not owed simply because a client is unhappy with a result that was carried out with reasonable care and skill, or because an outcome didn’t match an expectation that wasn’t agreed with us beforehand.

Where we don’t feel a refund is the right outcome but still want to make things right, we may offer a gift voucher or a complimentary treatment as a gesture of goodwill. This is our choice to make, and it comes from wanting to keep you as a happy client, not because we owe it.

6. Respectful communication

We take every genuine complaint seriously, and we ask that complaints are raised with us respectfully so we can actually help. We understand frustration, and we will never penalise someone for being honestly unhappy or for leaving a fair, truthful review of their experience.

What we won’t accept is a complaint being used as leverage, where a refund, discount or other outcome is demanded under threat of a negative review, social media post, or online campaign if we don’t comply. This crosses the line from feedback into coercion, and we treat it accordingly.

Posting publicly about a complaint before giving us the chance to respond, within the timeframes set out in section 3, works against the outcome you’re looking for, and won’t be treated as a valid complaint in its own right.

Where this happens, we may take the following steps:

• Request removal of posts or content that are false, misleading, or intended to pressure us rather than reflect a genuine experience.
• Report content to the relevant platform where it breaches their guidelines.
• In serious cases, seek legal advice regarding defamation (libel) or malicious falsehood, where a false statement has been made with intent to cause harm to the business.

We’ve spent years building the reputation Mooeys has today, one client, one treatment, one honest conversation at a time. We’re proud of that, and we will always stand up for it.

7. If we still can’t agree

Most complaints are resolved between you and the salon manager or our Head Office team. But if, after going through this process, we still can’t reach an agreement, UK law requires us to make you aware of Alternative Dispute Resolution (ADR).

Hair & Beauty Mediation, run by the National Hair & Beauty Federation and authorised by the Chartered Trading Standards Institute, offers an independent mediation service for exactly this situation. There’s a small fee to use it, and any outcome only becomes binding if both sides agree to it. You can find out more at nhbf.co.uk or ask our Head Office team for the details.

In short

• We always try to put things right, redo and repair first.
• We’ll ask for photos, timings and details so we can investigate properly, and may use CCTV for serious complaints.
• Salon not able to resolve it? Head Office steps in as your main point of contact.
• Real people answer, within two working days, no outsourced teams or AI bots.
• Refunds are given when we judge it’s the right thing to do, not as a default.
• Gift vouchers and complimentary treatments are our goodwill gesture of choice.
• Genuine, honest feedback is always welcome. Threats used to force an outcome are not, and will be treated seriously.

Questions about this policy?

Get in touch with your salon directly, or email us info@mooeys.co.uk. We’re always happy to talk things through.