This page explains what happens if you need to cancel, reschedule, or don't arrive for your appointment.
Loading…
Any refund involving a proposed deduction is reviewed by a manager against actual losses and any replacement booking before being charged — it is never applied automatically. You can request a full review of any decision. Cancelling or rescheduling is always available from your booking confirmation email or your account, with no need to call us.
Because appointments are booked online, you may also have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, separate from the salon's own policy above. By confirming a booking for a time within the next 14 days, you expressly request that we begin providing the service before that statutory cancellation period ends, and acknowledge that if you cancel after the appointment has taken place you may lose the right to a refund under these Regulations for the service already provided. This does not affect the salon policy above, and nothing on this page limits any right you have in law.
If you disagree with a refund decision, reply to your booking confirmation or cancellation email and we will review it. This policy does not affect your right to raise a complaint with your card issuer or a relevant ombudsman.