HIGHEST FOCUS ON
We do our utmost to ensure that your experience at Genco is uplifitng, is of a high quality and the hairdressers and therapists you meet are knowledgeable, professional, and extremely good at what they do. However, in any service business there are occassions where we may misunderstand, or get things wrong – we are committed to excellence but we can’t be perfect all of the time.
Our commitment to you is that we will take all reasonable steps to ensure that if things do go wrong we try and make it right or compensate in a way that dissipates any residual ill-feeling you may have. We have a very simple complaints procedure and all complaints are dealt with promptly and in a way that causes the least amount of embarrassment. All we ask, is that you do take the obvious first steps to speak to your therapist/hairdresser first, and then escalate it to the managing director if required. Email addresses and telephone number of the management is available below on the tab ‘Complaints Procedure’.
OUR MANAGING DIRECTOR
Bharat started Genco Male Grooming in 2007. His dream was to create a professional and friendly environment for men to get the same kind of services that women had been enjoying for years. With a background in brand marketing, Bharat is dedicated to making your experience at Genco a first class one. It’s for this reason that he takes personal pride in addressing any complaints that his team might not be able to resolve with a customer. If you have such a complaint, you can contact Bharat directly here. If a customer is unhappy, he will personally call them so as to try and resolve the issue immediately or at least within 24 hours. This commitment to customer satisfaction is at the very core of Genco Male Grooming, and a value that the people who work here share.
THIS IS MY SECOND TIME TO GENCO FROM CHISWICK, I’VE HAD A FACIAL AND BEARD DONE BEFORE. THE STYLIST VERY GOOD. THE RESULT WAS AN AMAZING BEARD DESIGN AND SHAPE THAT MY WIFE LOVES. IM SEEM TO BE GETTING A LOT MORE ATTENTION. ALL I WOULD SAY TOWARDS TO THE END THE STYLIST COULD HAVE USED SOME BEARD BALM AND PRODUCTS OF MY BEARD. BUT OTHER THAN THAT IT WAS A VERY GOOD JOB. I WILL BE SURE TO VISIT AGAIN.
MAKING A COMPLAINT
In the unfortunate event that something goes wrong, your first step is to make your dissatisfaction known to the hairdresser or therapist that is working with you. If feel you can’t, then ask to speak to the manager. If the manager is unavailable then please call the management team or email us. We will usually answer straight away, however, in some circumstances we may not be able to get back to you for 24 hours.
YOU NEED TO:
- Call us on 0208 994 0040 and ask for Bharat Parmar
- If Bharat isn’t available there and then, leave your mobile number with reception and they will contact Bharat immediately to get back to you
- Or you can Email Bharat directly at email@example.com, using the subject ‘Complaint’ in your email
REQUESTING A REFUND
We are happy to make refunds on un-booked vouchers within 7 days of the purchase date. Refunds are always made to the person who purchased the gift voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card.
YOU NEED TO:
- Call us on 0208 994 0040
- Provide us with the Gift Certificate code number as printed on the gift voucher
- Have the original credit or debit card with you so that we can refund it directly back to that card
All Genco Male Grooming Gift Vouchers have a unique reference number and voucher code. The Gift Voucher must be kept safely and brought in-store in order to redeem it. The voucher reference number must be quoted at the time of making an appointment.
The validity date of the voucher will be printed on the voucher itself. In most cases the voucher is valid for 6 months. Where you are buying a voucher as part of a promotion, then please refer to the specific terms and conditions of that promotion as the validity may be different.
All vouchers are totally flexible and can be used to book any other Genco treatment or service. There will be no charge for exchanging, however if your chosen experience is higher in price than the value of your original voucher, you will be required to pay the price difference. When redeeming, if your chosen experience is lower in price, the difference will be held as credit to use against any future purchase. This credit can be used until the 31 December of the calendar year following the original year of voucher purchase and is non-refundable.
The content on this website is maintained by Genco Male Grooming Limited. The website production team can be reached by email here.
We take your online privacy seriously. You may visit this site anonymously as often as you like without providing any personally identifying information (such as your name, address or email address). We do not collect personally identifying information from you except when you specifically provide it, and we protect the information we receive. We do not share your details with third parties. Please read below for a further explanation of the information we gather and how we use it.
This privacy notice explains how Genco Male Grooming looks after personal information you give us or that we learn by having you as a client and the choices you make about marketing communications you agree we may send you. This notice explains how we do this and tells you about your privacy rights and how the law protects you.
• What information we collect about you
• How information about you will be used
• How long your information will be kept for
• Where your information is kept
• Access to your information and correction
• Other websites
• Changes to our privacy notice
• How to contact us
WHAT INFORMATION WE COLLECT ABOUT YOU
We collect information about you when you book an appointment for a service or treatment, visit the salon or barbershop for a service or treatment, buy a product or apply for a job, whether contact is online, on paper, by email or over the phone.
The information you give us may include your name, address, email address, phone number, relevant history which may suggest that a service or treatment should not go ahead or certain products should not be used (eg allergies, pregnancy, skin conditions), payment and transaction information, IP address and CVs.
For clients under the age of 16, we will only keep and use their personal information with the consent of a parent, carer or guardian.
HOW INFORMATION ABOUT YOU WILL BE USED
In law, we are allowed to use personal information, including sharing it outside the salon/ barbershop, only if we have a proper reason to do so, for example:
• To fulfil a contract with you ie to provide the service or treatment you have requested and to communicate with you about your appointments
• When it is in our legitimate interest ie there is a business or commercial reason to do so, unless this is outweighed by your rights or interests
• When you consent to it: we will always ask for your consent to hold and use health and medical information.
We will therefore share your information with :
• Providers of our salon / barbershop software system – SalonIQ
• Email Provider – Campaign Monitor
• Suppliers of our website – Web hosts Media Temple
We have rigorous data protection and security policies in place with all our suppliers.
Some of the people working in our salon/barbershop are self-employed. Where software systems and reception facilities are shared, our self-employed colleagues will have access to your information.
We will not share your information with any other third party without your consent except to help prevent fraud, or if required to do so by law.
We would like to send you information about products and services which may be of interest to you. We will ask for your consent to receive marketing information.
If you have consented to receiving marketing, you may opt out at a later date.
You have the right at any time to stop us from contacting you for marketing purposes or giving your information to third party suppliers of products or services. If you no longer wish to be contacted for marketing purposes, please contact Bharat Parmar, on 0208 994 0040 or email firstname.lastname@example.org.
The information we collect about employees, the purposes it is used for and who it will be shared with is set out in our employment contracts and employee handbook.
HOW LONG YOUR INFORMATION WILL BE KEPT FOR
Unless you request otherwise, we will keep your information to contact you no more than 3 times per year for a maximum of 1 year from your last visit to Genco Male Grooming.
After a year we will delete all your personal information, except for your name, relevant client history (eg allergy test records which we keep for 4 years) and financial transactions (which we are obliged to keep for 6 years).
Information about unsuccessful job applicants will be deleted after four months.
See our data retention policy for further information, including employee data.
WHERE YOUR INFORMATION IS KEPT
a) Information Relating to services and treatments
Your information is stored within the European Economic Area on secure servers provided by SalonIQ. Any payment transactions are encrypted. Sending information via the internet is not completely secure, although we will do our best to protect your information and prevent unauthorised access.
b) Information related to purchase of gift vouchers
When you buy a gift voucher from this site we store information which allows us to fulfil your order. We do not hold any payment information. The information relating to purchase of gift vouchers is stored in a cloud based secure server by the web host in US.
We will also enter your name, mobile number on our SalonIQ booking system so that the gift voucher code is linked to your details. This allows us to fulfil treatments and services to your intended recipient. This information is stored on secure servers within the EU and is kept for 24 months.
ACCESS TO YOUR INFORMATION AND CORRECTION
You have the right to request a copy of the personal information that we hold about you. This will normally be free, unless we consider the request to be unfounded or excessive, in which case we may charge a fee to cover our administration costs.
If you would like a copy of some or all of your personal information, please contact Bharat Parmar on 0208 994 0040 or email email@example.com.
We want to make sure that your personal information is accurate and up-to-date. You may ask us to correct or remove information you think is inaccurate.
You have the right to ask us to object to our use of your personal information, or to ask us to delete, remove or stop using your personal information if there is no need for us to keep it.
We email e-newsletters to inform you about products, services and treatments provided by our Genco Male Grooming. You have the opportunity to unsubscribe from e-newsletters at any time.
E-newsletters may contain subscriber tracking facilities within the actual email, for example, whether emails were opened or forwarded, which links were clicked on within the email content, the times, dates and frequency of activity. We use this information to refine future email campaigns and provide you with more relevant content based around your activity.
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This is used to track visitor use of the website and to compile statistical reports on website activity. For further information visit www.aboutcookies.org or www.allaboutcookies.org
You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.
Our website includes links to other websites. This privacy notice only applies to this website so when you link to other websites you should read their own privacy notices.
CHANGES TO OUR PRIVACY NOTICE
We keep our privacy notice under regular review and we will place any updates on this webpage. This privacy notice was last updated on 23rd May 2018.
HOW TO CONTACT US
Please contact us if you have any questions about our privacy notice or information we hold about you:
• By email firstname.lastname@example.org
• Or write to us at Genco Male Emporium Ltd, 22 Leythe Rd, London, W3 8AW
You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern:
Last Updated: 24th My 2018
1. INTELLECTUAL PROPERTY RIGHTS
1.1 This site contains material that is owned or licensed by Genco Male Grooming Ltd. You may not copy, reproduce, upload, post, distribute, republish, retransmit, or modify in any way any of the material on this site, including computer code and software without written permission.
1.2 All brand names, product names and titles used in this website are trade names, and in some instances trade marks, of their respective holders. No permission is given in respect of use of any of the above, and such use may constitute an infringement of the holders’ rights.
1.3 By sending emails, inputting data answering questions uploading data or files or otherwise communicating with us through this website (a “Communication”), you are granting us a perpetual, non-exclusive, royalty free, unrestricted worldwide licence to use, display, sublicense, adapt, create derivative works from, transmit and copy such Communication and you waive your right to be identified as the author of such content and your right to object to derogatory treatment of it. The foregoing grant shall include the right to exploit any proprietary rights in such Communication, including but not limited to rights under trademark, copyright, service mark or patent laws in any relevant jurisdiction in any media.
1.4 Images on this website have been digitally watermarked with ownership and usage information. Digimarc and the Digimarc logo are registered trademarks of Digimarc Corporation. “Digimarc-Enabled” is a trademark of Digimarc Corporation, used with permission.