To secure your appointment, we require a booking fee at the time of booking. Your appointment is not confirmed until the booking fee has been paid.

The booking fee is taken to reserve your stylist’s time, prepare for your appointment, and protect the salon from late cancellations or missed appointments.

Booking Fees

• Your booking fee will be deducted from the total cost of your appointment on the day of your visit.

• Booking fees are refundable only when at least 72 hours’ notice is given to cancel or move your appointment.

• If less than 72 hours’ notice is given, the booking fee will be retained by the salon as a cancellation charge, as this time has been reserved for you and may not be possible to fill at short notice.

• If you do not attend your appointment, your booking fee will be retained and a new booking fee will be required to book any future appointment.

Moving or Changing Your Appointment

• We understand that things can change. If you need to move your appointment, please give us at least 72 hours’ notice.

• Appointments moved with more than 72 hours’ notice can have the booking fee transferred to the new appointment.

• Appointments moved with less than 72 hours’ notice may result in the booking fee being lost, and a new booking fee may be required to secure another appointment.

Late Arrival

• Please arrive on time for your appointment.

• If you are more than 15 minutes late, we may not be able to carry out the full service. In some cases, your appointment may need to be rescheduled.

• If we are unable to complete your service due to late arrival, your booking fee may be retained.

Consultations, Colour Services & Skin Testing

• For colour services, a consultation and skin test may be required before your appointment.

• If a skin test is required and has not been completed within the necessary timeframe, we may be unable to carry out your colour service. In this situation, your booking fee may be retained if the appointment cannot go ahead.

• It is the client’s responsibility to inform us of any allergies, reactions, medical changes, pregnancy, medication, previous colour history, home colour use, henna, box dye, bleach, hair extensions, scalp concerns or any other information that may affect the service.

• Failure to disclose relevant information may affect the final result and may limit what we are able to offer as a correction or follow-up.

Service Expectations

• We always aim to give honest, professional advice during your consultation.

• Hair results can vary depending on your starting point, hair history, condition, previous colour, home care, porosity, lifestyle, and what is realistically achievable in one appointment.

• Where possible, we will explain what can and cannot be achieved before starting your service.

• Some results may require more than one appointment, especially colour changes, colour corrections, blonding services, going lighter, or improving uneven previous colour.

Complaints Policy

• If you are unhappy with your hair or service, please contact the salon within 7 days of your appointment.

• We ask that you return to the salon so we can assess your hair in person. This allows us to look at the condition, colour, cut, finish, consultation notes and agreed plan properly.

• We may ask for photos, but photos alone may not be enough to fully assess the concern.

• We will always review complaints fairly and professionally. This may include looking at consultation notes, colour records, service history, photographs, stylist notes, client communication, and what was agreed before the service took place.

Opportunity to Rectify

• If we agree that something needs adjusting, we will offer a correction or adjustment where appropriate.

• Any correction must be carried out by our salon. We are unable to refund or cover costs for work carried out elsewhere without giving us the opportunity to assess and rectify the issue first.

• If another salon, stylist or person has altered your hair after your appointment with us, we may no longer be able to take responsibility for the result.

Refunds

• We do not offer refunds simply because a client has changed their mind, decided the result is not what they now want, or where the final result reflects what was agreed during the consultation.

• Refunds will not be offered where the service has been completed as agreed, the client has approved the result before leaving the salon, or where the concern is based on a change of preference after the appointment.

• All concerns will be assessed fairly on a case-by-case basis.

• Where there is a genuine issue with the service provided, we will always aim to resolve it professionally through advice, adjustment or correction where appropriate.

Complaints About Something That Has Not Happened

• We cannot offer refunds or compensation for concerns based on something that has not occurred, may happen in the future, or is not visible or assessable at the time of review.

• For example, if a client believes their hair may become damaged, may fade, may not last, or may cause an issue later, we will offer professional advice and aftercare guidance, but this does not automatically mean a refund will be due.

• Any complaint must be based on the actual service received and the condition/result of the hair at the time it is assessed.

Aftercare

• Professional aftercare is essential to maintain your result.

• We will advise you on suitable products, maintenance, colour care and follow-up appointments where needed.

• We cannot take responsibility for issues caused by incorrect aftercare, unsuitable products, home colouring, heat damage, swimming, sun exposure, medication, health changes, hard water, or advice not being followed after the appointment.

Right to Refuse Future Bookings

• We reserve the right to refuse future appointments where there has been repeated late cancellation, non-attendance, abusive behaviour, unreasonable complaints, or where we feel the client-salon relationship has broken down.

• We will always aim to communicate respectfully and ask the same from our clients.

• By booking an appointment with us and paying your booking fee, you agree to these terms and conditions.