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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

  • All appointments require a 50% deposit at the time of booking. Deposits are processed securely via Stripe through our booking system, Phorest.

  • Your booking is not confirmed until the deposit has been paid.

  • Your card details will be securely stored for future transactions related to our cancellation and no-show policy.

  • 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

  • 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.

  • We do not accept cancellations via Instagram, Facebook, or any other social media platform.
     

Late Cancellations (Less than 24 hours) & No-Shows

  • 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.

  • If we successfully resell your appointment, we will notify you, and your deposit will be transferred to a future booking.

  • The decision as to whether an appointment has been resold is at our sole discretion.

  • A final SMS/email reminder will be sent before your stored card is charged.

Extenuating Circumstances

  • 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

  • We do not offer refunds on services.

  • If you are unhappy with your service, please inform us at the time of your appointment or contact us within 7 days.

  • We will work with you to rectify the issue at no extra cost, provided:

    • You have not visited another salon since your appointment.

    • You have not applied chemical treatments, colour, or altered the haircut yourself.

    • You allow us the opportunity to resolve the issue before seeking external correction.
       

Consumer Rights

  • Under the Consumer Rights Act 2015, you are entitled to services that are provided with reasonable skill and care.

  • 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

  • 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:

    • It has been minimally used.

    • You have followed the correct usage instructions.

Electrical Goods

  • Electrical goods can only be returned if they are in their original, unopened packaging, unless faulty.

  • If an electrical item is faulty, you may return it within 30 days under the Consumer Rights Act 2015.


 

Pricing & Service Adjustments

  • Prices listed on our booking system are estimates and may vary depending on the level of work required.

  • A full consultation will take place before your service begins.

  • Final pricing will be agreed upon before we start, and any changes must be approved by you.

  • Hair In The City reserves the right to update prices at any time.


 

Patch Testing Policy

  • 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.

  • Patch tests must be carried out at least 48 hours before your appointment.

  • If you fail to attend your patch test, your appointment will be cancelled, and your deposit forfeited.

  • Patch testing is a legal requirement and a condition of our insurance.

 

 

Gift Vouchers:

  • Gift vouchers can be purchased online or in the salon.

  • They are valid for 12 months from the date of purchase.

  • Vouchers can be used for both services and retail products.

  • Vouchers cannot be exchanged for cash or refunded.

  • If a voucher has already been redeemed, it will be considered void.

  • Lost, stolen, or fraudulently used vouchers will not be replaced.

  • 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:

  1. 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.

  2. Maximum Salon Capacity – If the salon is at full capacity and cannot accommodate additional clients.

  3. Health & Safety Concerns – Including failed patch tests, strand tests, or medical concerns affecting the integrity of the hair.

  4. 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.

  5. Intoxication – Clients who are visibly intoxicated may be refused service.

  6. 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:

  • Age

  • Disability

  • Gender reassignment

  • Marriage and civil partnership

  • Pregnancy and maternity

  • Race

  • Religion or belief

  • Sex or sexual orientation

Liability Disclaimer

  • Hair In The City is not liable for adverse reactions if you fail to disclose medical conditions, allergies, or sensitivities.

  • We are not responsible for lost or stolen personal belongings while on our premises.

  • 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

  • We welcome all feedback as it helps us continually improve our services.

  • If you have concerns, please contact us via hello@hairinthecity.co.uk.

  • 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.

 

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