Cancelling and running late

Cancelling

There is a link in your confirmation e-mail. It cancels or moves the appointment and it does not ask you to make an account. Inside twenty-four hours, telephone us instead — not because we will charge you, but because a slot we know about at nine in the morning can usually be filled and a slot we find out about at two cannot.

We do not charge a cancellation fee

Not on a standard appointment. Plenty of good salons do and we do not think they are wrong; we just would rather you told us. The one exception is a group booking, which takes a deposit when we block out the morning, and that is said plainly on the group page rather than in small print.

Running late

Your slot is held for fifteen minutes. After that, what we can do depends entirely on what is booked behind you. Often the answer is a shorter version of the same service at the shorter price — an express manicure instead of a classic, colour without the art. What will not happen is your appointment running into somebody else's, because that is the trick that makes a whole afternoon late.

If we have to cancel

Somebody is ill, or a chair breaks. You get a telephone call as early as we know, first refusal on the next slot that works for you, and — if it was our fault and you had booked a group — the deposit straight back.

Not turning up at all

It happens and nobody is going to telephone you about it. What we will do is offer you the reminder e-mail the day before, which is the whole of our no-show policy and it works.

Twenty-four hours, from the link in your e-mail. Twenty-four hours' notice from the link in your confirmation, and there is nothing to pay. Inside that, telephone us — the slot can often still be filled.

We hold your slot for fifteen minutes. We hold your slot for fifteen minutes. After that it depends on what is booked behind you, and the answer is often a shorter version of the same service at the shorter price.