Complaints policy

This policy explains how to report defects in services provided by Maison Beauté s. r. o. at SAVĀYA Beauté, including eyelash extensions and refills, lash lifting, brow shaping and lamination, LPG Endermologie and HIFU.

Nothing in this policy limits statutory consumer rights.

You may complain in person at the salon, in writing to the company's registered office or by email to info@savaya-beaute.sk.

We recommend including your name and contact details, treatment date and type, description of the alleged defect, preferred remedy and, if available, proof of treatment or photographs. Not providing photographs is not a reason to reject a complaint.

We recommend reporting defects without undue delay after discovery; statutory time limits remain unchanged.

We promptly provide written confirmation of the reported service defect, specifying a remedy period that will not exceed 30 days from the report. Where appropriate and by agreement, we may suggest an in-person assessment of the treatment result.

Each case is reviewed individually in light of the service, agreed procedure, how it was performed and relevant circumstances.

If a defect for which we are responsible is established, we will offer an appropriate legal remedy depending on its nature, for example a free correction, a reasonable price reduction or, where provided by law, a refund.

If we deny liability, we will explain the reasons in writing. Clients are informed of the outcome in writing or by email.

For eyelash extensions, we consider the natural lash growth and shedding cycle, aftercare, mechanical stress and post-treatment advice. Natural shedding is not automatically a defect, but premature loss caused by incorrect application may be complained about.

For lash lifting and brow lamination, we consider the initial condition and individual response of the hairs.

For LPG and HIFU, aesthetic results vary. Not achieving a specific visual result does not by itself prove a defect, nor does it rule out a complaint about an improperly performed treatment or a failure to provide the agreed service. We also consider contraindications, aftercare and available records.

If you experience health problems or an unusual reaction following treatment, please contact us promptly. Seek medical attention for serious symptoms.

Making a complaint does not limit any statutory claims for damages or harm.

If you are not satisfied with how a complaint was handled, you may ask us for a remedy. Where statutory conditions are met, you may also contact an alternative consumer dispute resolution body such as the Slovak Trade Inspection. Your right to go to court remains unaffected.

This policy is governed by Slovak law, especially Act No. 108/2024 Coll. and the Civil Code. Mandatory legal provisions take precedence in case of conflict. The document is also available at the salon.