Understanding Our Complaint Policy

1.  All service-related complaints must be reported within 48 hours of the appointment.

2.  Complaints raised after 48 hours will not be entertained. 

3.  No refunds, cash compensation, complimentary services, discounts, gift cards, free products, or corrective services will be offered. 

4.  Complaints that can be reasonably resolved at the Branch Manager level.

5.  All complaints must be formally documented and shared with Management via email for record and review purposes.

6.  Any corrective service, if deemed necessary, will be offered only after management approval.

7.  Clients are responsible for providing a complete and accurate hair history, including any previous chemical treatments, before the service.

8.  Management reserves the right to make the final decision on all complaints.

9.  Complaints will be handled only at the branch where they are raised; no escalation to other branches.

*Strictly no exceptions to this policy

FOR FURTHER ASSISTANCE:
customercare@toniandguy.pk
0331-2746841.