Membership Terms And Conditions


 

The Refinery Membership Scheme (“Scheme”) is operated by The Refinery Limited (a company registered in England and Wales with company number 03668430 and whose registered office is at 18 Grosvenor Street, Mayfair, London W1K 4QQ (referred to in these terms as “the Refinery”, “we” or “us”). These are the terms and conditions which apply to the Scheme. 

We may make reasonable changes to these terms and conditions at any time, provided we notify you of those changes in advance. To get the latest terms and conditions or for general enquiries please call 020 7409 2001 or 020 7838 1117, email mayfair@the-refinery.com, knightsbridge@the-refinery.com  or visit our website, www.the-refinery.com. 

We are committed to making sure our members are satisfied with the service we provide. If you have a complaint, please email us at mayfair@the-refinery.com or knightsbridge@the-refinery.com


1 Your Membership

a. Types of membership. The price of membership depends on the stylist, with the options at £39 a month, £49 a month or £59 a month, giving you £10 off per month from our usual prices. This entitles you to one haircut per month with the appropriate stylist that you have chosen. Each membership is an annual membership. 

b. Commencement of membership. Your membership will begin on the first day of the month after we have processed your membership application. We will send you an email within 5 working days of your application to confirm your membership of the Scheme. If you do not receive this email, please contact us using the email address or phone number set out above. 

c. Membership period. Your membership will run for an initial 12 months referred to in these terms as the “initial 12 month period”. This means your commitment is to pay for the first 12 months. This applies even if you cancel your direct debit before then. Your membership will automatically continue after the initial 12 month period until you give us at least one full month’s notice in writing (see paragraph 5d for details of how to provide notice). We calculate your membership in whole calendar months. 

d. Notice to end your membership. If you want to end your membership at the end of the initial 12 month period, you can give us one (1) full month’s notice as long as we receive your notice any time up to and including the first day of the final calendar month of the initial 12 month period. We will contact you in writing at an appropriate time towards the end of your initial 12 month period to remind you of this. 

e. Membership fees. Your membership fees are due on the 2nd of each month and cover that month. You must pay for your membership by making monthly payments by direct debit, unless we agree otherwise. Where you pay by direct debit we will ask your bank for your monthly payment around the first working day of each month. You will be required to pay for the first month upfront. You will need to pay an amount to cover your membership from the day that you join until the 1st of the following month. We may ask for proof of billing address when you join. You must continue to pay the membership fees until your membership ends. 

f. Changing your membership type. If you want to change your membership type, please contact us. You can do this at any time by providing one (1) full month’s notice, but can only do so once within the initial 12 month period. Whenever you change categories, your membership fees will change to the then current fees for that category of membership (for example, you would be required to pay the additional amount for a change in membership from £39 to £49 a month). 

2 Conditions and restrictions of our Scheme

a. Age and location of residence. To become a member of the Scheme you must be a United Kingdom resident aged 18 years or above. If you are younger than this then a parent or guardian will need to sign on your behalf. We will not communicate with a customer until an appropriate age of consent is reached. 

b. Membership is non-transferable and for personal use. Your membership can be used by you, and only you. You cannot transfer it to another person. We may ask to see a form of photo ID from you when you join, or anytime you use our services, to verify your identity. The Scheme is for personal use only and cannot be used in connection with any business use. 

c. Membership cannot be used with other offers. You cannot use your membership in conjunction with other offers or promotions we may run from time to time. 

d. Membership type restrictions. A £39 membership can only be used for a £49 haircut, a £49 membership can only be used for a £59 haircut, and a £59 membership can only be used for a £69 haircut. We will also inform you of any other restrictions which might apply from time to time. 

e. Salon locations. Your membership of the Scheme is only valid at the Refinery salons in London at 18 Grosvenor Street, Mayfair and 5 Montpelier Street Knightsbridge. If we open new salons in the future, we may extend the membership to those additional salons as well. 

3 Booking an appointment

a. Opening times. We will display details of our opening and closing times on our website and / or at reception. If there are changes to these times e.g. over bank holidays or Christmas, we will notify you in writing / by putting a notice in our salon. 

b. Booking in advance. Appointments are subject to availability so we recommend that you book well in advance to avoid disappointment (particularly if booking in peak times such as weekends). You can book your appointment by visiting www.the-refinery.com or calling 020 7409 2001 or 020 7838 1117 or downloading our app on The App Store or Google Play.

c. Appointments must be taken each calendar month. If you do not make an appointment in any calendar month for which you have paid your membership, then you will not be permitted to roll the appointment over into the following month and you will lose that month’s appointment, except in exceptional circumstances when this is agreed with the Refinery. 

d. Failure to attend. Failure to attend a booked appointment without notifying us 24 hours prior will result in a 50% cancellation fee of the full price of that haircut, but you will be entitled to a further appointment for that month in accordance with these terms. 

e. Additional services. If you book treatments over and above the price which you have paid through your membership, you will be required to pay the balance at the time of your treatment. 

f. Refusal of treatment. We reserve the right to refuse treatment on medical grounds and / or if we consider it inappropriate in our professional opinion. This may be the case, for example, if a member is rude, abusive, threatening, inappropriate, violent or aggressive towards our staff or whilst on our premises. 

4 Payment of membership fee

a. Missed payments. If you do not pay your membership fee when it is due, we will write to inform you. If you pay by direct debit, we will attempt to take payment from your account against later in the month. If this is unsuccessful, but your direct debit instruction remains in force, we will attempt to take payment again in the following month for both the missed payment and amount due for that month. 

b. Fees for non-payment. If you do not pay for your membership for more than 30 days, we will charge you an administration fee of £20 plus a further fee of £20 for each missed payment. 

c. Our rights to refuse treatment. If you do not pay for your membership, we may prevent you from booking or having an appointment with us. 

d. Appointing a debt collection agency. We may refer any missed payments, including any future payments due as part of your contract (e.g. for the remainder of the initial 12 month period or for your notice period) to a debt collection agency. 

e. Our right to increase our fees. We may increase membership fees automatically each year. If we do this, the new fees will come into force on 1 January each year, provided that we will not increase the membership fees during your initial 12 month period. If we increase the membership fees we will give you at least three months’ notice by writing to you. You will then have the right to cancel your membership as set out below. 

f. Increasing our fees due to VAT changes. As well as increasing the membership fees as set out above, we have the right to increase membership fees at any time to take account of any increase in the VAT rate. We will make a reasonable effort to give you at least 3 months’ notice of such increase by writing to you. 

5 Your right to cancel or suspend your membership

a. Your right to change your mind. You can change your mind about joining within 14 days of your membership starting by giving notice in writing. If you change your mind, we will refund any fees you have already paid and your membership will end. If you have a haircut at one of our salons during this 14 day period, you will still have the right to cancel but we will charge you the full price listed in our salon for your haircut. 

b. Terminating on one full month’s notice. You may cancel your membership at any time on one full calendar month’s notice after the initial 12 month period. 

c. Change of location or closure of salon. If we change the location of our salon, or one of our salon closes, we will make every reasonable effort to give you at least three months’ notice by writing to you or displaying a sign at our salon. If this happens, you may give us at least one full month’s notice to terminate your membership before such change or closure occurs. 

d. Three months before rejoining. If you cancel your membership, you will not be permitted to rejoin the Scheme for a period of three months. 

6 Our rights to cancel, withdraw or alter your membership

a. Cancelling, withdrawing or altering the Scheme. We may cancel, withdraw or alter the Scheme at any time. In such circumstances we will try to give reasonable notice and allow you to use any services to which you may be entitled pursuant to your membership, or otherwise refund you for that month. We will notify you using the details which you have provided to us on your application form or as otherwise updated. 

b. Our right to cancel or withdraw your membership immediately. The Refinery may take any action it considers appropriate, including removing or suspending your membership of the Scheme immediately by notifying you if: 

(i) we have reason to believe you are abusing the Scheme or are in breach of these terms (and if such breach can be fixed, you do not fix the breach within seven days of us notifying you); 

(ii) another person uses your membership with your knowledge or permission; 

(iii) you are rude, abusive, threatening, inappropriate, violent or aggressive towards our staff or whilst on our premises; or 

(iv) if you have not paid your direct debit and we have unsuccessfully tried to take such payment on two more occasions, in which case we retain the right to continue to try and recover the monies from you, 

and in the reasons mentioned in 6(b) above, we may (i) retain a proportion of the money you have paid under these terms to cover any reasonable costs we have had to pay and (ii) refuse your use of our services, whether as a future member or guest. 

c. Closure of salons. If we have to close the salons for reasons outside our control, we will do our best to provide other facilities or refund your membership fee for the relevant period that we are unable to provide the services. 

d. Change in personal circumstances. If there is a significant change in your personal circumstances, please let us know. Depending on the circumstances, we may agree to change or cancel your membership, but this shall be in our sole discretion. 

7 How to provide notice under these terms

a. In writing. Your notice must be in writing sent by email to mayfair@the-refinery.com or knightsbridge@the-refinery.com, posted or given to us at the salon address. 

b. Proof of notice. Your notice is not effective until we receive it so please ensure that you have proof of this (e.g. by sending recorded delivery, handing your notice in to us and asking for a receipt, or requesting an email delivery receipt). We will confirm that we have received your notice within five (5) working days of receipt. Please let us know if you do not receive this confirmation within this time. 

c. When your notice takes effect. If you give one month’s notice e.g. to cancel your membership, or to change your membership type, we will treat it as if we received your notice on the first day of the following month. For example, if you need to give us one month’s notice to end your membership and we receive your notice on 18 March, your notice will start from 1 April and your membership will end on 30 April. You will pay one more direct debit (on 1 April) after giving notice. 

d. Cancelling your direct debit does not constitute “notice”. Please note that cancelling your direct debit does not constitute giving notice to terminate your membership. You must send notice as set out above. 

8 Data Protection

a. Our use of your information. We comply with the Data Protection Act 1998. We will deal with all information we hold about you in line with our privacy policy which you can get from our website at www.the-refinery.com. If you want a copy of any information which we hold about you, please contact us at mayfair@the-refinery.com or knightsbridge@the-refinery.com

b. Our right to contact you. By joining the Scheme, you agree that we may contact you from time to time using the contact details you have provided regarding the administration of the Scheme. 

c. Marketing communications. We may send you marketing information from time to time, but only if you agree. 

d. Your contact details. From time to time we may need to contact you about your membership, so please let us know if your address, contact phone number or email address changes. 

9 Liability

a. Our liability to you. We do not accept liability for damage or loss to your property, or for any injury that may happen at our salons, other than the liability which arises from our negligence or our failure to take reasonable care. 

b. Your rights as a consumer. Nothing in these terms and conditions shall limit any rights you might have as a consumer.