Terms & Conditions

Consultations and skin tests

• A consultation is required for all hair colouring services.
• A skin test is required at least 48 hours before all hair colour services and eye treatments. Please allow for this when booking your first appointment with us.
• Please tell us in advance about any medical conditions, allergies, pregnancy, medication or changes to your health, so we can treat you safely.
• We reserve the right to refuse any treatment we consider unsafe or unsuitable.

Age restrictions

• Hair colouring services cannot be carried out on anyone under the age of 16.
• Clients aged 16 and 17 must be accompanied by a parent or guardian for colour services.
• Ear piercing is for lobes only, for ages 8 and over.

Booking and running late

• All appointments require a deposit to secure them. The deposit comes off your final bill, and is lost if you cancel with less than 48 hours' notice or do not attend.
• If you are running late we may need to shorten your service, so that following clients are not delayed.
• The salon is closed on Wednesdays. Voicemails and online bookings left while we are closed are responded to the next working day.
• When booking online, please make sure the details you give us are correct. We cannot be held responsible for bookings made in error, and inaccurate information may result in an appointment being cancelled.

Payment

• We do not accept cheques.
• NHS staff receive a 10% discount on production of valid identification.

Gift vouchers

• Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.

Offers and promotions

• Offers and promotions may be amended or withdrawn at any time, and are subject to management discretion.

Cancellations

All appointments require a deposit, which comes off your final bill. We kindly ask for at least 48 hours' notice if you need to cancel or reschedule your appointment. Cancellations made with less than 48 hours' notice will incur a 50% fee and the deposit will be lost. If you cancel or reschedule within 24 hours of your appointment, or do not attend without letting us know, the full cost (100%) will be charged to cover the time we're unable to fill.

Read the cancellation policy in full →

Complaints

If you are unhappy with a treatment, please tell us as soon as you can. Speak to your stylist or therapist while you are still in the salon if that feels comfortable, or ask for the manager. Most things can be put right quickly, and often on the same day.

If you would rather raise it away from the salon, call 01424 444946 or email [email protected]. We will investigate and come back to you.

Please tell us within 7 days of your appointment. Hair is washed, grows and is styled at home, so after a week it becomes difficult to tell our work from what has happened since, and harder for us to put right. Raising it inside the week means we can usually offer a correction for no charge. This is our own timescale for offering a free correction, and it does not affect your legal rights.

Every complaint is handled by us first. If we cannot reach a resolution between us, you can take it to the National Hair & Beauty Federation, of which we are a member. Their Hair & Beauty Mediation service looks at disputes between clients and member salons independently and in writing, for services valued under £1,500. It does not cover injury or compensation claims, which are dealt with by other routes.

Download our customer complaints policy (PDF)
NHBF: making a complaint →

Questions

If anything here is unclear, please just ask — call us on 01424 444946 or email [email protected].