What are the rules and procedures for Attendance and Quality?

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Our vision at blow LTD is to transform the £7bn beauty services market in the UK and then globally, by building a platform that delivers quality, convenience and accessibility to delight our customers but also as importantly gives pros the ability to earn more money, have more flexibly (be their own boss) and helps them build their careers.

Consistent quality and customer delight is critically important to us so with this in mind, we have a very simple Quality and Attendance procedure in place. 

Attendance Procedures: 

Rules: 3 strikes and your account will be closed

Strike 1: £25 charge 

Strike 2: £50 charge 

Strike 3: £75 charge and account closure 

What is a strike?

We give strikes for the following reasons:

1. If you are more than 15 minutes late to a booking
   
   
2. If you cancel a booking less than 48 hours before the start time
   
   We have a pro cancellation policy whereby if you (the professional) wish to cancel an appointment, you must do this more than 48 hours before the start time. You can cancel on the ‘upcoming bookings’ page of your Pro App.
   
   However, if you wish to cancel a booking less than 48 hours before the start time you must contact our customer service team who will ask you to confirm you agree to being charged
   
   3. If you do not arrive to a booking and are a “no show” 
   
   Not showing up to appointments is absolutely unacceptable. Should you do this, you will be charged the full RRP (customer price) of the service to cover the cost of compensating the customer. You will also have 2 strikes added to your account. 

Quality procedures:

Should you receive a 1*, 2* or 3* rating from any of your customers - our quality team will contact you directly to see how you feel the booking went. You will be provided with any feedback or photographs the customer has provided and we'll discuss these with you to resolve the issue. 

If your average quality score falls below 4.6 - you will be invited for a quality check with our team to assess your service skill and full kit. You may also be asked to complete a virtual kit check. The team will then determine next steps, this may be that we suspend your account, close your account completely or offer additional training resources to improve your skills or kit.  

If you have persistent quality issues with one specific service that you offer, this skill will be removed from your profile and you will be asked to complete a test appointment with the team. We will then assess whether you can add this service back to your profile and if not, what we can do to help you.