FAQs & Policies

By booking an appointment with Hair by Rose Essex, you agree to the following terms.

Our Commitment

At Hair By Rose Essex, we are committed to providing every client with a high standard of service and customer care. We value your feedback and take all concerns seriously. If you are unhappy with any aspect of your visit, we will do our best to resolve the issue fairly, professionally and promptly.

1. Consultations

A consultation (in person or online) is required for all new clients before booking an installation service. During the consultation, we will discuss the style you want, assess your natural hair, and advise on the type and amount of hair recommended for the service.

Our advice on hair type and quantity is based on our professional experience. The final choice of hair purchased is the client's responsibility.

2. Client-Supplied Hair

If you are providing your own hair for the service:

• Hair must be dropped off at least 3 working days before your appointment (excluding weekends), so it can be checked in advance.

• If hair is not dropped off in advance, we reserve the right to assess it for the first time on the day of your appointment. This may affect timing, technique, or the final result, and may mean we are unable to guarantee the outcome you had in mind.

• We are not responsible for the quality, texture, or performance of hair purchased by the client, including hair that proves difficult to secure, sheds excessively, or does not hold the intended style.

• If you are unsure whether a hair type or brand is suitable, please check with us before purchasing.

3. During Your Appointment

• If an issue arises with the hair provided (for example, it is not securing properly, or is a different type than expected), we will let you know as soon as this becomes apparent and explain the options, which may include: adjusting the technique, extending the appointment time, or stopping the service.

• If you choose to continue after being informed of an issue, this is taken as your agreement to proceed on that basis, including any effect this may have on timing, appearance, or durability of the finished result.

• We may take photos or videos during the appointment, including check-ins about how to proceed, for training, record-keeping, and dispute-resolution purposes. These may be used as evidence of consent given during the service.

• We reserve the right to stop a service at any point if we believe continuing could cause damage to your natural hair, regardless of client preference.

4. Before You Leave

• Please take the time to inspect the finished result, including the back and sides, before leaving the salon. Mirrors are available for this purpose, and you are welcome to ask us to show you any part of the installation you cannot see clearly yourself.

• Any concerns should be raised before you leave wherever possible, so they can be addressed at the time.

5. Payment

• A deposit is required to secure your booking, as stated at the time of booking.

• Any remaining balance is due on the day of the appointment via bank transfer, unless otherwise agreed.

6. Cancellations & Rescheduling

As an appointment-based business, each time slot is reserved exclusively for you, and last-minute openings are difficult to fill. This policy helps protect your slot and ensures fairness for all clients.

Rescheduling and cancelling are treated separately, with their own notice periods and rules, as set out below.

Rescheduling

• You may reschedule your appointment once, up to 5 working days (Monday to Friday) before your booking.

• Rescheduling to a date within the same month will carry your booking fee/deposit (50% of total service cost) to the new date. This is subject to availability; if there is no availability that month, a new appointment will be required.

• Rescheduling to a different month will require a new booking fee/deposit.

• A second reschedule will be treated as a cancellation, and your deposit will be forfeited.

Cancellations

• More than 15 working days before your appointment: full refund of the service cost, minus any card processing fees.

• Between 10 and 15 working days before your appointment: 75% refund of the service cost, minus any card processing fees.

• Between 5 and 10 working days before your appointment: 50% refund of the service cost, minus any card processing fees.

• Less than 5 working days' notice: this will be treated as a late cancellation, and 100% of the service cost is due from the card on file.

• Working days are Monday to Friday; Saturdays and Sundays do not count toward the notice period.

• Any refund due is paid out of the deposit you have already paid. If the amount owed to us at the time of cancellation is more than your deposit, the remaining balance will be charged to the card on file. If this balance is not paid, you will be unable to book future appointments until it is settled.

• Human hair products purchased, and any products purchased on your behalf for your appointment, are non-refundable and payable in full in all cases.

December Appointments

• December is our busiest month, so please be sure of your appointment before booking.

• December appointments are unlikely to be rescheduled. If you cannot attend, a new appointment will need to be booked.

• The deposit for a December appointment is non-refundable, regardless of how much notice is given. The standard cancellation refund tiers above do not apply to December appointments.

No-shows & Late Arrivals

• We offer a 10 minute grace period with communication. If you are more than 10 minutes late, a late fee of £10 will apply. After 15 minutes, your appointment may be cancelled or altered to fit the time remaining. The original service fee will still apply. This is at the discretion of the stylist.

• If you do not attend your appointment, cancel on the same day, or arrive more than 15 minutes late without prior communication, it will be considered a no-show, and the full appointment fee will be due and chargeable from the card on file.

Last-Minute Availability

• For urgent changes, feel free to WhatsApp or call, and I'll do my best to accommodate you.

If something serious happens (illness, bereavement, an accident, a child sent home from school), tell us and we will sort it out. This policy exists to protect the time we set aside for you, not to catch people out.

By booking with us, you confirm you have read and accepted these terms.

Please note

• All appointments require a card on file. This ensures your reserved time is protected and helps maintain smooth scheduling for all clients.

• How much of your deposit is refundable depends on how much notice you give, as set out in the cancellation terms above, since this payment reserves the appointment slot exclusively for you.

• By booking an appointment, you agree to these policies.

7. Refunds

• As hairdressing services are professional services rather than retail products, a refund is not automatically available simply because a client is dissatisfied with the result.

• Clients must raise any issues with the service before leaving the salon, so they can be looked at and addressed while you are still with us. If an issue is not apparent until later, you must let us know within 48 hours of your appointment.

Assessment of Your Concern

Before any refund or compensation can be considered, Hair By Rose Essex reserves the right to assess your hair and the service provided. Clients must allow us the opportunity to inspect their hair and discuss the concern in person. This enables us to fully understand the issue and determine the most appropriate resolution.

• Refunds will only be considered once we have had the opportunity to assess the hair and the result, you have been given a reasonable opportunity to have the service corrected where appropriate, and we have reviewed all relevant information.

• A refund request may be declined where: you decline a reasonable offer of corrective work; the concern relates to a change of preference after the service has been completed, rather than an issue with how it was carried out; the result reflects what was agreed during the consultation; or the hair or installation has been altered, cut, treated, or worked on by another salon or stylist before we have had the chance to assess it.

• Refund requests will also be considered in light of whether the hair used was client-supplied, whether issues were flagged during the appointment and the client chose to continue, whether the client had the opportunity to inspect the result before leaving, and whether the issue was reported within the timeframes above.

• This clause does not affect your statutory rights under the Consumer Rights Act 2015, including your right to services carried out with reasonable care and skill.

8. Client Health & Hair Condition

• Please inform us of any allergies, scalp conditions, recent chemical treatments, or hair concerns before your appointment. We rely on this information to advise appropriately and to protect your natural hair.

9. Right to Refuse Service

We reserve the right to decline or discontinue a service if we believe it cannot be carried out safely or to an acceptable standard, or if a client's behaviour is abusive or unsafe toward staff.

10. Acceptance

By booking an appointment, you confirm that you have read, understood, and agree to these terms.