Support Policy

B.I. Sygnature
Last Updated: 24-02-2026

At B.I. Sygnature, we are committed to delivering premium service and professional support to all our clients. This Support Policy outlines how customers can contact us, how we handle inquiries, and what level of assistance you can expect.

1. Customer Support Availability

Our support team is available during standard business hours:

Business Hours:
Monday – Saturday: 09:00 - 18:00
Sunday: Closed
Public Holidays: May vary

Support requests received outside business hours will be addressed on the next working day.

2. Contact Methods

You may contact us through the following channels:

Email: cs@bisygnature.com
Telephone: XXX-XXX-XXXX
In-Store Support: Available at our physical location in the Netherlands during operating hours.

When contacting support, please provide:

• Full name

• Order number (if applicable)

• Description of the issue

• Photos (if related to product concerns)

This allows us to assist you efficiently and accurately.

3. Response Times

We aim to respond to:

• Email inquiries within 24–48 business hours

• Phone inquiries immediately during business hours

• Social media inquiries within 48 business hours

Response times may vary during peak periods.

4. Product Support

For retail products purchased from B.I. Sygnature:

• We provide guidance on product usage and care instructions.

• If a product appears defective, we will assess the issue in accordance with our Return Policy and Dutch consumer protection laws.

• Support does not cover damage caused by misuse, improper storage, or unauthorized alterations.

5. Salon & Treatment Support

For concerns related to salon services (hair, nails, facials, makeup, treatments):

• Clients must notify us within 24 hours of the appointment if dissatisfied.

• We may offer corrective service where appropriate.

• Refunds for completed services are generally not provided unless legally required.

Our goal is to ensure client satisfaction while maintaining professional standards.

6. Appointment Assistance

We provide support for:

• Booking appointments

• Rescheduling

• Cancellations (subject to our Terms & Conditions)

• Service consultations

Clients are encouraged to arrive on time. Late arrivals may result in reduced service time.

7. Professional Conduct

B.I. Sygnature maintains a respectful and professional environment.

We reserve the right to:

• Refuse service in cases of abusive, threatening, or inappropriate behavior.

• Limit support in cases of repeated misuse of policies.

8. Data Protection

All customer inquiries and shared information are handled confidentially in accordance with Dutch law and the General Data Protection Regulation (GDPR). Please refer to our Privacy Policy for further details.

9. Escalation Procedure

If you are not satisfied with the initial resolution:

1. Request escalation to management in writing.

2. Provide full details of the matter.

3. Management will review and respond within a reasonable timeframe.