Booking, Cancellation & Refunds

How a booking works

An appointment requested through our website is a request, not a confirmed booking. We review every request personally and confirm it by SMS, WhatsApp or email. Please wait for that confirmation before travelling to us.

When you book online we send a one-time code to your mobile number to confirm it is really yours. This protects you from mistaken or duplicate bookings and lets us reach you if anything changes.

No deposit required

We do not ask for a deposit to hold an appointment. Your booking is held on trust, and you pay for your treatment when it is complete.

If a treatment needs particular products ordered in, or an unusually long block of time, we will discuss this with you personally beforehand. We will never charge anything without speaking to you first.

Changing or cancelling your appointment

Plans change, and that is completely understandable. We simply ask for at least 12 hours notice so the time can be offered to someone else.

There is no cancellation charge, and rescheduling is always free. Tell us as early as you can and we will find you the next time that suits.

• Reply to your confirmation message, or use the link in it
• WhatsApp or call us during opening hours
• If it is less than 12 hours before, please still let us know — we will always do our best

If you are running late

We allow a 15 minute grace period. Please call or message if you are delayed, and we will hold your place wherever we can.

After 15 minutes we may need to shorten your treatment so the guest after you is not kept waiting, or move you to the next available time. Where a treatment is shortened, you are charged only for the service actually performed.

Missed appointments

We do not charge a no-show fee. If you cannot make it, you will not be penalised.

We do ask, sincerely, that you tell us. An empty chair is time another guest was waiting for, and a message costs you nothing. Where appointments are missed repeatedly, we may simply call to reconfirm before your next visit.

Prices and payment

Prices shown on our website are guide prices. The final price is always confirmed with you at consultation, before any treatment begins, so there are never surprises at the end.

Prices can vary with hair length and thickness, the products used, the size of the area treated, and the time a treatment actually takes. Payment is made at the salon once your treatment is complete.

Refunds and putting things right

Your happiness with the result matters more to us than the transaction. If something is not right, tell us within 7 days and we will look at it properly.

Where a correction is appropriate, we will book you back in and put it right at no charge. Because a completed service uses time, skill and materials that cannot be returned, we do not usually refund treatments in cash — but we will always work with you to reach a fair outcome.

• Treatments: tell us within 7 days and we will review and correct where appropriate, free of charge
• Retail products: unopened, unused and with proof of purchase within 7 days may be exchanged or refunded
• Opened products cannot be returned for hygiene reasons, unless the product is faulty
• Prepaid courses: unused sessions can be refunded, with sessions already taken charged at the normal single-session price

If we have to change your appointment

Very occasionally we may need to move an appointment — illness, a power or water interruption, or a family emergency. If that happens we will tell you as soon as we possibly can, offer you the first alternative that suits you, and refund in full anything you have paid in advance.