OUR POLICIES

Booking, Cancellation & No-Show Policy

We’re a small, independent team — every appointment matters. When someone cancels late or doesn’t turn up, it affects our day, our income, and other clients who could have taken that slot. This policy exists not to punish, but to ensure fairness, protect our time, and keep the salon running smoothly.

 

Please take a few minutes to read through the following before making or confirming your booking. 

 

Booking & Deposits

To secure your appointment, you may be required to pay a deposit. Deposits are taken for:

New clients

Clients returning after 6 months or more

All online bookings

High-value or time-heavy services (such as colour, extensions, pamper packages)

Model appointments

Your deposit will be deducted from the final cost of your service on the day.

 

Are deposits refundable?

No — all deposits are non-refundable. However: If you give more than 24 hours’ notice, we’re happy to transfer your deposit to another date, or Allow it to be used towards retail items in the salon.

 

Cancellations & Rescheduling (24 Hours’ Notice Required)

We require a minimum of 24 hours’ notice to cancel, move, or amend your appointment. If you cancel with at least 24 hours’ notice: Your deposit can be moved to a new appointment or used on retail. Refunds are not given. If you cancel with less than 24 hours’ notice: – You will be charged 50% of the original appointment cost. – Your deposit will be retained and not transferred. – The short-notice cancellation affects our schedule and income, so we appreciate your understanding. If no deposit was taken for the appointment, the 50% fee must be paid within 7 days. Failure to pay may result in future appointments being blocked.

 

No-Shows (Missing Your Appointment Without Notice)

If you don’t show up for your appointment and haven’t contacted us in advance: Your deposit will be lost. You will be required to pay the remaining balance in full within 7 days. Going forward, all future appointments must be paid in full at the time of booking. We know emergencies happen… We’re not unreasonable — if something serious has happened (e.g. hospital admission, sudden emergency), please email Stef directly to explain. In very rare cases and with evidence, we may reduce the no-show fee to 50%. However, this is entirely at management discretion and should not be expected. Please do not take any frustration out on our team — they are simply following our policies and protecting the business. 

 

Running Late

Please arrive on time. Running late puts pressure on our day and affects other clients. A 10-minute grace period is given for services 30 minutes or longer. No grace can be given for appointments under 30 minutes, including consultations. Late arrival to these may be classed as a no-show, and full charges will apply. If you arrive late: We may need to shorten the service or reschedule entirely. Either way, you will still be charged the original service booked, as that time was held for you. We do try to be flexible, and on quieter days, we may make accommodations — but this is on a case-by-case basis and not guaranteed. 

 

Model Appointments

Model appointments are part of our training and offered at a heavily discounted rate. However, they are still a commitment. Deposits are required for all model appointments. If you cancel late or do not attend, you will be charged 50–100% of the full service price, not the model rate. This is because your absence affects both the person training and the person training them. Repeated no-shows may result in being removed from our model list entirely. 

 

Private Room Requests

We understand that some clients may require extra privacy — for example, for medical hair loss, religious reasons (such as hijab), or personal comfort. We do have a private room, but it must be requested in advance. We will do our best to accommodate, but availability is limited. Our main salon floor cannot be made fully private, even with a screen, due to the open-plan layout and mirrors. Hair washing can only take place on the main salon floor. Please discuss any needs with a stylist before attending your appointment so we can make suitable arrangements where possible. ---

 

Why These Policies Exist

We absolutely love what we do — and we love looking after you. But last-minute changes, lateness, and no-shows can cost us hours of lost time, product waste, and staff wages. Our policies exist to keep things fair for everyone and to protect our small, hardworking team. By booking with us, you agree to these terms. If you’re ever unsure, reach out — we’re always happy to help.