​The Hair House — Booking & Cancellation Policy

 

Effective date: 20 August 2025

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At The Hair House, we aim to make booking simple, secure, and fair for everyone. This Policy explains how bookings work, when fees may apply, and how we protect your information. It should be read alongside our Privacy Policy and Cookie Policy.

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1) How our secure booking works

• We use a secure booking system to confirm appointments. Before your visit you’ll receive a secure link by email or SMS to confirm your details (and, where applicable, a deposit or card capture).

• The link uses encryption. Card details are processed by Stripe (PCI-compliant). We do not store full card details on our systems.

• SMS Reminders (opt-in): If you’ve opted in to SMS Reminders, you’ll receive a text before your appointment with quick options to Confirm or Cancel. Actions taken via the SMS link update our system instantly and are subject to the same 48-hour notice window and fees in Section 3.

• Accessibility: Can’t use the link or didn’t receive it? Call us on 01782 354870 and we’ll confirm your booking another way.

Definitions
Deposit – a payment taken in advance to secure certain services.
Card capture – securely storing card details with our payment partner; no money is taken unless a fee applies under this Policy.
Late cancellation – a cancellation or reschedule made within 48 hours of your appointment time.
No-show – not attending your appointment without notice.

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2) Deposits & card capture

• For selected services (e.g., longer colour services), we may request a deposit of 50% at the time of booking. This goes toward your final bill.

• For other bookings, we may use card capture via the secure link. This does not charge your card unless a late-cancellation or no-show fee applies (see Section 3).

• If we cannot confirm your deposit/card capture by [e.g., 24 hours] before your appointment, we may release the slot.

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3) Cancellations, rescheduling & fees

We kindly ask for at least 48 hours’ notice to cancel or reschedule.

Fees (to cover lost stylist time and prep):

• Late cancellation (under 48 hours): 25% of the booked service(s).

• No-show: 50% of the booked service(s).

Fairness first:

• If we refill your slot, we’ll waive or reduce the fee.

• We will consider genuine emergencies case-by-case—please contact us as soon as you can.

How fees are taken:

• If you paid a deposit, we’ll retain/use it toward any fee and refund any balance due to you.

• If we used card capture, we may charge the applicable fee to the card on file via Stripe.

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4) Late arrivals

Please arrive on time. If you’re over 15 minutes late, we may need to shorten or reschedule your service to avoid delays for the next client. If rescheduling is required within the 48-hour window, the late-cancellation fee may apply.

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5) Patch tests & service readiness

For your safety, some colour/chemical services require a skin patch test. It is the client’s responsibility to ensure a valid patch test is completed within the required timeframe before any service that needs one.

Mandatory testing (policy details):

• New clients: A skin patch test is required prior to the first colour/chemical treatment.

• Existing clients: A new skin test is required if it has been 6+ months since your last relevant treatment or if there has been a change in product formulation or a material change to your health (e.g., medication, pregnancy, tattoos/henna, previous reactions).

• How to book your test: Please call the salon on 01782 354870 to arrange your patch test at least 48 hours beforeyour service. (SMS reminders/links cannot be used to book patch tests.)

• Non-completion: If a required skin test is not completed in time, we may have to cancel or reschedule your appointment. In these cases, the late-cancellation/no-show fees in Section 3 may apply.

Online booking check:
During online booking you will be asked: “Have you had a skin patch test with us in the last 6 months?”

• If you select “Yes” but have not had a valid test with us within that period, the service cannot proceed on the day for safety reasons, and a wasted appointment fee will apply in line with Section 3 (late-cancellation/no-show fees).

On the day:
If our team cannot verify a valid skin test, or if any contraindications are identified, we will not proceed with the service. This is for your well-being. Where an appointment must be curtailed or cancelled as a result, the fees in Section 3 may apply.

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6) Payment security

All online payments are encrypted and processed by Stripe, a PCI-compliant provider. We do not store full card numbers. In-salon terminal payments are processed securely by our payment partner.

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7) Your information

We do not sell your personal information. We share it only with trusted service providers (e.g., booking and payment processors like Stripe) to manage your appointment safely and efficiently—always under strict data protection terms. You can opt out of SMS at any time by following the instructions in the message (e.g., replying STOP). See our Privacy Policy and Cookie Policy for details.

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8) How to confirm, cancel, reschedule, or query a charge

• Confirm: Reply Yes in your SMS Reminder (if opted in), or use the secure link sent by email/SMS.

• Cancel: Reply No in your SMS Reminder (if opted in) or call us on 01782 354870. The 48-hour notice rule and fees apply based on the timestamp our system receives your request.

• Reschedule: Please call 01782 354870 at least 48 hours in advance; if rescheduling within 48 hours is necessary, fees may apply.

• Lost your link/SMS? Call 01782 354870 and we’ll resend it.

• Dispute a fee? Email hello@thehairhouse.online within 7 days of the charge and we’ll review it promptly.

 

This Policy helps us keep fair pricing and good availability for everyone. It does not affect your statutory rights.