Cancellation & Booking Policy

Respect your Stylist : It is important to remind you that it is important to be respectful of staff, be patient and kind. In the event any client uses inappropriate, rude, demeaning or aggressive tone or language, we reserve the right to refuse any client or service. This is at the discretion of the salon and we will not tolerate this under any circumstances.

New to the salon? : Firstly, welcome! We look forward to meeting you! We offer every client a four point guarantee which can be found both on our home and ‘about us’ pages. Following appointments we typically contact new clients directly to establish the quality and client happiness of each appointment. Whether your appointment was successful or not, we would welcome your feedback. Unfortunately it’s not possible to make contact with every client following the conclusion of each appointment. However in our experience, regulars prefer less regular contact.

Issues with your appointment? : If there is an issue with your appointment please speak to us first. Whilst we hope you are satisfied, in the rare event there is a problem we will do our best to help you.

In most cases problems are solved quickly and fairly. The first step is to speak to you to better understand any concern. If reaching out isn’t helpful, we typically request to look at the concern to see what the issue is. In some cases, there might be no grounds for the following three options. However if there is a still a problem we are by law required to look at three options. These options are as follows; a full refund, a partial refund or to address the problem. A full refund and a partial refund are at the discretion of the salon and are not a basic expectation. In order to explore any option will depend on the available information to the salon. Usually, we would request clients to schedule a time for a Stylist to take a look at any issue to help answer any questions we might have. If this isn’t achievable, we will do our best to resolve with the information available.

If there is an issue with an appointment or service, please advise our staff at the earliest opportunity. The industry standard timeframe is one week (though 48 hours is ideal). As time passes, the less able the salon will be in a position to understand your issues. For example if there is an issue with a haircut, the longer time passes, some issues can become harder to detect and this can limit what a Stylist had look at and work with. This is similar for all hairdressing services and whilst we are happy to discuss your issues outside of this window, please note the scope for which a Stylist can understand your issues diminishes dependent upon the time from the date of your appointment.

Confirming Bookings : Automated texts are sent out four days in advance of a booking. Simply text ‘Y’ (for yes) to confirm a booking. We will do the rest!

In some cases where we don’t receive confirmation messages, we may need to follow up with you with a text message or in some cases a phone call.

Work With Us : We want to be a community salon that welcomes individuals from all backgrounds and we seek to accommodate as many clients as comfortably as possible and we ask clients to respect the needs of all. On occasion we welcome clients with sensory needs and therefore whilst rare, we may adjust some salon opening hours accordingly. At these times we aren’t always able to entertain walk-in appointments.

Help us where you can : In 2023, our average rate of cancellations cost the salon on average £3,000 each month. We are a small business and these losses have become unsustainable. We would love to look after every client who needs to cancel, however the volume of cancellations which cannot be backfilled is an issue we have sought to address.

Whilst we do not want to enforce any charges, these impact us and our ability to back fill these appointments is significantly reduced. We are unable to thrive without your support. We ask that customers new and existing to please respect our policy for this reason.

Deposits : When booking longer appointments (colours, perms, hair extensions or similar), we often request for a deposit to be taken. Deposits are to secure an appointment; should you seek to cancel or rearrange your appointment, please contact the salon at the earliest opportunity. 

Deposits become increasingly more challenging to waive, refund or transfer the closer a request to reschedule or cancel an appointment is to the original booking. For this reason we will not be able to automatically refund or transfer a deposit back to you or across to a second appointment. Deposits are by design non-refundable however we try to work with you and manage your expectations accordingly.

Whilst on occasion we are able to back-fill appointments, in most cases this isn’t possible and often your deposit goes towards covering a staff wage in the event we can’t back-fill any cancellation.

Thinking of cancelling? : Please avoid cancelling appointments at short-notice. Our Stylists are employed and we still need to pay our staff. Cancelling at short notice prevents us from being able to generate sales to cover our basic costs. Furthermore, without sufficient warning we are also unable to re-market your cancelled appointment at short notice. The average time to backfill an appointment a haircut is four-five days with longer appointments such as hair colours, hair extensions and perms requiring upwards of one week. We encourage any client to communicate with us at the earliest opportunity.

Charges : In some cases we do need to charge for cancellations and non-attended appointments. That being said we appreciate that every persons circumstances are both different and difficult. Sadly there is no way to determine either the authenticity of a genuine reason for cancelling above one that may not be considered as such. Our intention isn’t to alienate clients nor upset anyone. Due to high numbers of cancelled appointments and no-shows we take a stance that we charge clients for non-attended appointments without any advance warning and in full. We also reserve the right to charge in full for any cancellation within two days of a booking and 50% within four days. In the event we are able to successfully re-market an appointment, no charges would apply.

Have you changed your mind? : In some cases clients change their mind at their appointment. This might be a wash, cut and blow dry for a wash and cut. With sufficient notice we can make this change. However if this falls within a four days of an appointment we are unable to be flexible.

Appointments are planned and booked around other appointments. If you have changed your mind, please let us know with as much advanced warning as possible.

Complaints : Whilst complaints are rare, these can be made by emailing [email protected]