Terms & Conditions
London: Bookings & Cancellations
A credit or debit card is now required for all services to secure your booking. Should you need to cancel your appointment, we ask that you give us at least 24 hours notice. Please note we don’t accept cancellations via social media.
For online bookings
Please note we’ve updated our booking system, if you booked online with us before and are having trouble logging in, try asking to reset your password to retrieve access to your account. If that doesn’t work please setup a new account, we apologise for any inconvenience caused.
To secure your appointment, a small holding deposit of up to £1.50 per booking will be charged. This deposit is deducted from your final bill.
To reschedule more than 24 hours before your appointment, you can log into your online booking account. The deposit is then transferred to the new appointment.
To cancel more than 24 hours before your appointment, please call your branch in question or we won’t be able to refund your holding deposit (as this is our booking platform’s fee).
Should you cancel or reschedule with less than 24 hours notice or you don’t show for your appointment, we will charge: 30% for haircuts & blowdries or 50% for any other service or combination of multiple services booked. Should you not show-up twice at your scheduled appointment, the third no-show will be charged for the full 100% of the service.
For phone or in-branch bookings
When booking you in we will take 30% for haircuts and blow-dries, 50% for any other service or for combination of multiple services booked. To cancel or amend a booking more than 24 hours before your appointment, please call your branch.
If you cancel or amend with less than 24 hours notice or don’t show for your appointment, the deposit will not be refunded. Should you not show-up twice at your scheduled appointment, we reserve the right to ask for a deposit covering the full 100% of the service.
Why we charge deposits for our bookings
We keep our schedule clear to see you. Not showing means we miss out and with such short notice can’t replace your slot with someone else. That is why we kindly ask you to give us sufficient notice as a courtesy to both our stylists and other clients. We can then help you to reschedule your appointment and find a more suitable time and date.
Berlin: Bookings & Cancellations
For all colour and treatment services a credit or debit card confirmation may be required to secure your booking.
Should you need to cancel or amend your appointment, we ask that you give us at least 24 hours notice or 50% of the original service will be charged. Should you not show at your scheduled appointment the full 100% of the service will be charged.
Please note we don’t accept cancellations via e-mail or social media, please call the branch in question.
Why we charge deposits for our bookings
We keep our schedule clear to see you. Not showing for your appointment means we miss out and with such short notice can’t replace your slot with someone else. That is why we kindly ask you to give us sufficient notice as a courtesy to both our stylists and other clients. We can then help you to reschedule your appointment and find a more suitable time and date.
Colour and highlights skin test
Please make sure you come in at least 48 hours before your appointment for a skin/patch test. If you are a regular customer of ours, please note a test is required at least every six months.
Sensitivity can change over time, due to some change in circumstances or a change in product formulation. With concerns around post-Covid skin sensitivity (even if you haven’t tested positive), we kindly ask all colour clients to have the skin test done. We just want to make sure you’ll be fine at the time of your appointment. You will be asked to sign a form with regards to this procedure when you come to have the test done. Without it we will unfortunately not be able to see you.
For all bleach customers please note we strongly advise you to not wash your hair 48 hours prior to your appointment. It is common to feel slight discomfort / irritation to the scalp up to 48 hours post appointment.
Our colour products are by Wella, Oway (organic) and Pulp Riot. The Wella ColourTouch range used for semi-permanent colouring is ammonia free.
In the unlikely event you’re not happy with the service received we kindly ask you to call the branch in question and ask to speak to the branch manager, alternatively email us at firstname.lastname@example.org for London, email@example.com for Berlin. This has to be within a week of when you received the service; the appointment to rectify the issue has to be within two weeks of the initial appointment.
We care about our clients and believe that things can be resolved between us without the necessity of taking matters to online platforms. We always aim to make things right and make sure if something went wrong, we fix it.
Where we are not given a chance to fix the service and you’d like a partial or full refund, we kindly ask you to return in person to the salon and speak to our manager. Images via email will not be accepted as valid grounds for a refund. It’s only fair to our business and our staff that we understand and see what went wrong and learn to do better next time.