Terms & Conditions

About these terms

These terms apply whenever you book an appointment with Hair By Rachel Pointer, online or by phone/message. By ticking “I agree to the Terms & Conditions” at checkout, or by asking us to book an appointment for you another way, you’re agreeing to these terms.

Booking & deposits

A deposit secures your appointment slot and comes off the total cost of your visit, payable in the salon on the day. The deposit amount (typically a percentage of the service cost — more for colour/chemical services, less for cuts and blow-dries) is shown before you pay. Your slot isn’t confirmed until the deposit is paid. Regular clients may, at our discretion, be exempted from paying a deposit.

Your right to cancel

Under the Consumer Contracts Regulations 2013, you normally have 14 days to cancel a contract made online or by phone without giving a reason. Because your appointment slot is reserved specifically for you and often falls within that 14-day window, by booking and agreeing to these terms you’re expressly asking us to go ahead and hold/provide the service before the 14 days are up. Once we’ve provided it, this right no longer applies to that appointment; before then, our ordinary cancellation policy above governs.

Cancellations & rescheduling

Please give at least 48 hours’ notice if you need to cancel or change your appointment — you can do this yourself from your booking confirmation, or by contacting us directly. Cancellations or reschedules within 48 hours of your appointment time will forfeit the deposit paid, and a new deposit will be required to rebook. This reflects the genuine cost to us of a slot held exclusively for you that can no longer be refilled at short notice.

If we need to change your appointment

Occasionally we may need to move or cancel your appointment (illness, an emergency, or circumstances beyond our control). We’ll let you know as soon as we can and offer the next available slot; any deposit already paid stays credited toward your rearranged appointment, or is refunded in full if you’d rather not rebook. This is never something you’re charged for.

Patch tests

Colour and toner services require a patch test at least 48 hours beforehand — this isn’t just our own preference, it’s a legal requirement for us as hairdressers (Health and Safety at Work Act 1974) and how we check you won’t have an allergic reaction to a product. If you haven’t had one recently, we’ll book this in as a separate, free visit before your colour appointment. We can’t go ahead with a colour/toner service without a valid patch test on record — please tell us about any known allergies or reactions when you book.

Running late

If you think you’re going to be late, please tell us as soon as you can — the earlier we know, the better the chance we can still fit you in or move things around.

If you arrive 15 minutes or more after your appointment time, we may not be able to carry out your service. Your appointment may have to be rearranged, your deposit may be forfeited, and a new deposit taken to rebook. Letting us know in advance is always appreciated and gives us the best chance of making it work, but it doesn’t change the above: whether your deposit stands or is waived is entirely at our discretion.

Our responsibility to you

We carry out every service with reasonable care and skill, as required by the Consumer Rights Act 2015. Hair, scalp condition, and how a colour or treatment takes can vary person to person, and we’ll always talk you through what to expect beforehand. If something about your appointment hasn’t gone as expected, please tell us as soon as possible so we can put it right. We take reasonable care of your belongings in the salon but can’t accept responsibility for loss or damage to personal items.

Right to refuse service

We want the salon to be a comfortable, respectful space for clients and staff alike. We reserve the right to decline or end an appointment in cases of abusive behaviour, or where continuing would put anyone’s health or safety at risk.

Pricing

Every price we show is a starting price. What a service actually costs depends on your hair — its length, thickness and condition — and on how long the work takes to do properly.

If your appointment is going to need more time or product than the service you booked allows, we’ll tell you as soon as we know, before carrying on, and the extra time is charged at a reasonable rate. You will never be charged more than the price you were quoted without agreeing to it first — if you’d rather stop at what you booked, just say so.

Your deposit always comes off whatever the final total turns out to be. We may update the price list from time to time; any extra products or services added on the day are charged separately, at the price shown at that time.

Your personal data

We only use your personal data to run your bookings and, if you’ve opted in, to keep you updated with news and offers. See our Privacy Policy for the full detail.

Changes to these terms

We may update these terms occasionally, for example if our policies change. The version shown here is always the current one; continuing to book with us after a change means you accept the updated terms.

Governing law

These terms are governed by the law of England and Wales.

Getting in touch

Questions about an existing booking or these terms? Reach us via Instagram or Facebook.