TERMS & CONDITIONS
At Hair In The City, we are committed to providing exceptional service in a fair and professional manner. By booking an appointment, purchasing a product, or using our services, you agree to the following Terms & Conditions.
Booking Policy
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All appointments require a 50% deposit at the time of booking. Deposits are processed securely via Stripe through our booking system, Phorest.
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Your booking is not confirmed until the deposit has been paid.
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Your card details will be securely stored for future transactions related to our cancellation and no-show policy.
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By proceeding with your booking, you agree to these terms, including the potential for additional charges as outlined below.
Cancellation Policy & No-Show Policy
Standard Cancellation
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You may cancel your appointment at least 24 hours in advance via our online booking system, by phone, or by emailing hello@hairinthecity.co.uk.
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We do not accept cancellations via Instagram, Facebook, or any other social media platform.
Late Cancellations (Less than 24 hours) & No-Shows
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If you cancel with less than 24 hours’ notice or fail to attend your appointment (no-show), the remaining 50% balance will be charged to your stored card.
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If we successfully resell your appointment, we will notify you, and your deposit will be transferred to a future booking.
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The decision as to whether an appointment has been resold is at our sole discretion.
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A final SMS/email reminder will be sent before your stored card is charged.
Extenuating Circumstances
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We understand that emergencies happen. If you believe your situation is exceptional, please contact us immediately, and we will review your case on a discretionary basis.
Refund & Services GuaranteePolicy
Service Refunds
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We do not offer refunds on services.
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If you are unhappy with your service, please inform us at the time of your appointment or contact us within 7 days.
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We will work with you to rectify the issue at no extra cost, provided:
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You have not visited another salon since your appointment.
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You have not applied chemical treatments, colour, or altered the haircut yourself.
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You allow us the opportunity to resolve the issue before seeking external correction.
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Consumer Rights
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Under the Consumer Rights Act 2015, you are entitled to services that are provided with reasonable skill and care.
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If an issue arises due to our error, we will rectify it. Refunds are considered only in extreme cases, at our sole discretion.
Product Returns & Exchanges
Professional Hair Products
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If a professional product recommended by our team does not meet your expectations, you may exchange it for a more suitable product within 7 days, provided:
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It has been minimally used.
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You have followed the correct usage instructions.
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Electrical Goods
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Electrical goods can only be returned if they are in their original, unopened packaging, unless faulty.
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If an electrical item is faulty, you may return it within 30 days under the Consumer Rights Act 2015.
Pricing & Service Adjustments
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Prices listed on our booking system are estimates and may vary depending on the level of work required.
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A full consultation will take place before your service begins.
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Final pricing will be agreed upon before we start, and any changes must be approved by you.
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Hair In The City reserves the right to update prices at any time.
Patch Testing Policy
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A patch test is required for all new colour clients, clients who have not visited us in over 6 months, or those who have had medical changes.
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Patch tests must be carried out at least 48 hours before your appointment.
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If you fail to attend your patch test, your appointment will be cancelled, and your deposit forfeited.
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Patch testing is a legal requirement and a condition of our insurance.
Gift Vouchers:
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Gift vouchers can be purchased online or in the salon.
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They are valid for 12 months from the date of purchase.
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Vouchers can be used for both services and retail products.
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Vouchers cannot be exchanged for cash or refunded.
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If a voucher has already been redeemed, it will be considered void.
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Lost, stolen, or fraudulently used vouchers will not be replaced.
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Payments can be split between a voucher and another payment method.
Our Right to Refuse Service:
Occasionally, our team may need to refuse service, including but not limited to the following circumstances:
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Late Arrivals – If a client is more than 15 minutes late, we may be unable to complete the service, and the deposit may be forfeited.
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Maximum Salon Capacity – If the salon is at full capacity and cannot accommodate additional clients.
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Health & Safety Concerns – Including failed patch tests, strand tests, or medical concerns affecting the integrity of the hair.
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Failure to Attend a Required Patch Test – If a client has not attended their required 48-hour advance patch test, the service will be cancelled.
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Intoxication – Clients who are visibly intoxicated may be refused service.
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Verbal or Physical Abuse – Any client displaying threatening, abusive, or aggressive behaviour towards staff or other clients will be refused service and may be banned.
Anti-Discrimination Policy
Hair In The City strictly complies with the Equality Act 2010 and will never refuse service based on:
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Age
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Disability
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Gender reassignment
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Marriage and civil partnership
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Pregnancy and maternity
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Race
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Religion or belief
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Sex or sexual orientation
Liability Disclaimer
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Hair In The City is not liable for adverse reactions if you fail to disclose medical conditions, allergies, or sensitivities.
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We are not responsible for lost or stolen personal belongings while on our premises.
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While we take every precaution, results may vary, and Hair In The City is not liable for outcomes that differ from client expectations.
Feedback & Complaints
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We welcome all feedback as it helps us continually improve our services.
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If you have concerns, please contact us via hello@hairinthecity.co.uk.
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Formal complaints should be submitted in writing within 7 days of your appointment.
Final Agreement
By booking an appointment, purchasing a product, or using our services, you confirm that you have read, understood, and agree to Hair In The City’s Terms & Conditions.