TERMS & CONDITIONS

Booking Policy

All bookings are secured with a 50% deposit using card capture on our booking system Phorest, this is fully secured by stripe. Your booking will not be confirmed until the deposit has been paid. Your card details will be stored on our system in the event that if you cancel within our cancellation policy your deposit can be returned to your card or In the event of a late cancellation or no show your card will be charged in accordance with our cancellation/No show policy shown below.

Cancellation Policy

We have a strict 24hr notice cancellation policy in place to try to reduce thousands of pounds in lost revenue every year.

Please note you can cancel your appointment either online or by caling us on or emailing hello@hairinthecity.co.uk up until 24 hours before the appointment without incurring charges. We do not accept cancellations via Instagram or Facebook messages.

When you book an appointment at Hair In The City, You enter into a legal binding contract in which you agree to attend your appointment and pay for the service booked. In the event of a last minute cancellation with less than 24hours notice or in the event of a no show we reserve the legal right to and will charge the payment card used at the time of booking (which is held on your file) the remaining 50% balance of the service booked to cover our losses if we cannot resell the appointment. In unlikely the event that we are able to resell your appointment we will inform you and your original 50% deposit will be transferred to your next appointment and you will not incur any further charges for the missed appointment.

We understand that there can be extenuating circumstances but unfortunately as a small family business we cannot afford to incur these losses. We hope you can understand this is a necessary policy for service based industries who earn their income by selling appointments as the revenue cannot be recovered once the appointment time has passed.

Refund Policy

We do not offer refunds on our services however we do offer a customer service guarantee:

Our main priority at Hair In The City is complete customer satisfaction, If in the unlikely event that you are not completely satisﬁed with the results of your service, where possible please inform us at the time of the appointment or failing that please contact us within 7 days of the service. We will work with you compassionately to seek a resolution, we offer to rectify any issues raised by offering a complimentary service where neccessary. Please note that you will waive your right to any complimentary services to resolve a complaint if you have visited another salon since your appointment with us, applied any other chemical service/colour to your hair, or altered your haircut in any way.

Product Returns

If in the unlikely event that you are not fully satisfied with a professional purchased, on the recommendation of our team, we will offer you an exchange for a more suitable product within 7 days based on minimum usage of the product at home and that you have followed the right directions for use. Please note electrical goods can only be exchanged if they are in the same condition you purchased them in and are in the original unopened packaging unless the item is faulty.

Pricing

Prices are subject to change and may differ to those stated on our booking platform depending on the level of work that needs to be carried out. A full consultation will be performed, and prices will be agreed prior to the service commencing.

Patch testing

Please be assured that the Hair In the City team take your health and safety very seriously. You will need to have a patch test carried out if it is your first visit to the salon or if you haven’t visited in over 6 months or if you have undergone any medical changes since your last appointment. Patch tests must be carried out a minimum of 48 hours in advance of the colouring appointment. It is your responsibility to ensure that your patch test is up to date as failure to do so will result in the service being cancelled and the 50% deposit being forfeited. This is for your own safety, it is a legal requirement and a condition of our insurance. Please note there are no negotiations on a patch test being carried out.

Gift Vouchers:

1.Gift vouchers can be purchased online or in salon.

2. Gift vouchers are valid for 12 montths from date of purchase.

3. Gift vouchers can be redeemded against products and services.

4. Gift Vouchers cannot be exchanged for cash.

5. No Change or refunds will be given.

6. If the Voucher code has already been redeemed the gift voucher will be deemed void.

7. Payments can be split with a gift voucher and another payment method.

Our right to refuse :

Occasionally a member of our team may need to exercise their right to refuse service to a client, but we will only do so for one of the following reasons.

1 A client is 15 minutes late for their appointment, resulting in the stylist being unable to complete their service to a high standard or that of following clients.

2. The salon has reached maximum capacity.

3. The Stylist feels that the clients expectation may damage the integretity of the hair Or that the clients has failed a patch test or their hair has failed to pass a strand test.

4. The client has not attended for a patch test at least 48 hours in advance of a service.

3. A health and safety issue in or around the salon.

4. A client is intoxicated.

5. There is a threat of verbal or physical violence made towards any one of our clients or team members.

Please be assured that Hair In The City will never discriminate against anyone with protected characteristics.

We welcome all feedback At Hair In The City. as feedback enables us to continually improve our salon and services with you in mind. If you would like to provide feedback, please do so by emailing us hello@hairinthecity.co.uk.