Deposit & Cancellation Policy

DEPOSITS

We do get extremely busy, so our salon policies and structures keep us super organised and ensure that our time is spent giving our clients the service they expect, and nothing less. The deposit we request will be allocated to your account to either be redeemed from your balance of your appointment or can be retained and moved on to cover your next booking(s).

When you make your booking(s) either in salon or over the telephone, we will kindly request a 40% deposit to be paid at that point. Should a client not be able to pay at that time, we will book your appointment in, but if the deposit is not paid within 24 hours, our system will flag that up, automatically remove your booking and your slot could be lost. Please note that we accept payment over the phone with a card, in salon or via bank transfer.

Online booking automatically requires a deposit to be paid and those amounts will be shown on your screen at that stage of the booking process.  For continuity, all bookings, whether made in salon, over the phone or online will require a 40% deposit. However, there are exceptions and these are:

*Bridal Packages (Hair &/or Beauty) – full payment is required at time of booking

* Hair Extensions – the hair and any additional products ordered must be paid for in full at least 2 weeks ahead of the appointment. This is to ensure that the order will be with us in good time. Standard deposit policy applies to the fitting appointment.

CANCELLATIONS

We completely understand that sometimes unexpected things happen and rescheduling may become necessary. We respectfully request a minimum of 48 hours’ notice for cancellations. Any later and this will seriously affect the chances of us being able to re-sell the cancelled appointment slot.

If you have booked online and wish to alter or cancel your appointment, you can do so via our online booking system. This needs to be actioned at least 48 hours ahead.

If you have to cancel an appointment which is part of a course more than 48 hours ahead, we will happily move your treatment to a future date.  If you cancel after this, the same policy applies, please see below*

Please be aware that the salon is closed on Sunday/Mondays and our email, phone and answerphones are not manned and cannot be picked up until Tuesday at 9am.

If you have booked a course, our policy is that all treatments must be taken within a 6 month period.  As the course has already been paid for in full, our cancellation policy regarding last minute cancellations or no shows on the day will result in that treatment being lost in line with our normal deposit/cancellation policy.

APPOINTMENT REMINDERS

A text message reminder will be sent to all clients 72 hours prior to their appointment. This message will give the client an opportunity to confirm or cancel. Please note if the cancellation is made within 48 hours of the appointment, a late cancellation fee may apply. 

CANCELLATION CHARGES

If you cancel your appointment up to 48 hours before, your deposit will be carried over to your next appointment.

If you cancel less than 48 hours before your appointment, we will remove 50% of your deposit and less than 24 hours and the time of your appointment, we will remove your deposit. 

However, we will make every endeavour to fill the cancelled appointment with another full paying service. If we can fill the cancelled appointment, then the deposit will be reinstated.

*If the appointment is not filled, then the deposit will be retained by the salon to cover the expense of the cancelled appointment. If is a treatment that was part of a course,  a cancellation fee will apply according to the treatment length  to cover the business costs for this lost time.

Should you wish to rebook, a further 40% deposit will be required if you have £0 in your salon account.

NO SHOWS

If you do not arrive for your appointment as booked and have not given us any notification that you will not be attending, 100% of your deposit will be retained by the salon.

Any queries regarding this policy must be taken up with Susan Ilic, the salon owner.