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Legal

Cancellations & Refunds

Last updated September 2026

We hold your appointment time exclusively for you, and a stylist’s day is planned around it. This page explains what happens if your plans change — and what we do if ours do. Please read the notice period below before you book.

The 24-hour rule

Cancellations, changes of date or time, and refund requests all need at least 24 hours’ notice before your appointment start time. Inside that window we can rarely fill the slot, which is why the notice period exists.

  • More than 24 hours before:cancel or move your appointment at no cost, and any deposit is refunded in full or carried over to the new booking — your choice.
  • Less than 24 hours before: the deposit is retained to cover the reserved time. You are not charged anything further.
  • No-show:the deposit is retained. If you were unwell or something unavoidable happened, tell us — we look at these case by case and we are reasonable.

Deposits

We take a deposit of 20% of the service price when you book online. It is not an extra charge: it comes off your final bill on the day. It exists so that a reserved chair is a commitment on both sides.

Where a deposit is retained after a late cancellation, it reflects the cost of a slot we could not re-book at short notice. It is never treated as a penalty, and it is never more than the deposit already paid.

If we need to cancel

Illness and emergencies happen to us too. If we cancel or move your appointment for any reason, you get a full refund of your deposit, or first choice of a new slot — whichever you prefer. The 24-hour rule applies to you, not to a refund we owe you.

How refunds are paid

  • Refunds go back to the card or account you paid from. We cannot send them elsewhere.
  • We process them within 3 working days. Your bank may take a few days more to show it — that part is out of our hands.
  • You will get an email confirming the amount and the date it was sent.

If you are unhappy with your service

This is separate from cancellations, and the 24-hour rule has nothing to do with it. If something is not right, tell us within 7 days and come back in so we can look at it. In most cases we will put it right at no charge.

Your legal rights are not affected by anything on this page. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill. Where it is not, you are entitled to have it put right or to a price reduction, and nothing in our policy removes that.

Products and gift vouchers

  • Unopened retail products may be returned within 14 days of purchase with proof of purchase. For hygiene reasons we cannot accept opened haircare or skincare unless it is faulty.
  • Gift vouchersare non-refundable but are transferable — give it to someone else if you cannot use it. Vouchers are valid for 12 months from purchase.

How to cancel or ask for a refund

Use the link in your booking confirmation email, or contact us directly. The time we receive your message is the time we work from, so send it as early as you can.

See also our Terms & Conditions and Privacy Policy.