Professional Haircare
Curl Specialists
In most cases we never need to enforce our policy — and it's rare that we do. From time to time there are circumstances which can be challenging, and these can vary. Our primary goal is to ensure a happy experience for everyone.
If you ever have any questions, we'd love to hear from you. Please call 01235 534705 or email bookings@wisteriaavenue.co.uk.
We expect every client to treat our team with respect, patience and kindness. If a client is rude, demeaning or aggressive in tone or language, we reserve the right to refuse service. This is at the discretion of the salon and is not negotiable.
Welcome — we look forward to meeting you. Every client is covered by our four-point guarantee, set out on our home and About pages.
We typically follow up with new clients after their first appointment to check how it went, and your feedback is always welcome — whether the appointment went well or not. We don't follow up after every visit; in our experience, regulars prefer less contact.
If something isn't right, please speak to us first. In the rare event of a problem, we'll do our best to put it right.
Most issues are resolved quickly. The first step is a conversation so we can understand the concern, and we'll usually ask you to come in so a stylist can look at it. Depending on what we find, there may or may not be grounds for one of the three options we're required by law to consider: a full refund, a partial refund, or putting the problem right. Full and partial refunds are at the discretion of the salon and are not a default expectation — they depend on the information available to us.
Please raise any issue at the earliest opportunity. The industry standard timeframe is one week (48 hours is ideal). The longer time passes, the harder some issues become to assess — a haircut, for example, grows out, and that limits what a stylist can work with. We're happy to discuss concerns outside this window, but the scope to resolve them shrinks with time.
Automated texts go out four days before your appointment. Reply 'Y' to confirm — we'll handle the rest. If we don't hear back, we may follow up by text or phone.
We want Wisteria Avenue to be a community salon that welcomes everyone, and we ask all clients to respect the needs of others. We occasionally accommodate clients with sensory needs, which can mean adjusting opening hours — at those times, walk-ins may not be possible.
In 2023, cancellations cost the salon around £3,000 a month on average. We're a small business, and losses at that level aren't sustainable. We'd love to be flexible with every client who needs to cancel, but we can't backfill most short-notice cancellations.
We don't enforce charges lightly, but we can't thrive without your support. We ask new and existing clients to respect our policy for this reason.
For longer appointments — colour, perms, hair extensions and similar — we usually take a deposit to secure the booking. If you need to cancel or rearrange, please contact us as early as possible.
Deposits are non-refundable by design. The closer to the appointment a cancellation or reschedule request comes, the harder it is for us to waive, refund or transfer the deposit. We work with clients where we can and try to manage expectations clearly.
When we can backfill an appointment, the deposit can sometimes be transferred. When we can't — which is more common — the deposit covers staff wages we still have to pay.
Please avoid cancelling at short notice. Our stylists are employed, and we still have to pay them. Short-notice cancellations stop us covering basic costs and leave us no time to remarket the appointment to another client.
The average time to backfill a haircut slot is four to five days; longer services (colour, extensions, perms) need a week or more. The earlier you tell us, the better.
We don't want to charge for cancellations, but we have to in some cases:
We know individual circumstances vary, and we appreciate every situation is different. Sadly there's no way for us to assess the authenticity of one reason versus another. The intention isn't to alienate anyone — it's to make the salon sustainable.
Sometimes clients want to change their service at the appointment itself — for example, dropping a blow-dry from a wash, cut and blow-dry. With enough notice we can usually accommodate it.
Within four days of the appointment, we can't be flexible — the slot was planned around the original service. If you're considering a change, please tell us as early as possible.
Complaints are rare, but if you need to make one, please email bookings@wisteriaavenue.co.uk.
Professional Haircare
Curl Specialists