Hair By Marta - Salon Policy
We are an 1:1 appointment-based salon.
When an appointment is missed or changed late, that time cannot usually be refilled and we have already declined other clients.
By booking an appointment with Hair By Marta, you confirm that you have read, understood and agreed to the policy below.
This policy applies by default.
Discretion may be used in exceptional circumstances but is not guaranteed.
1. Bookings & Booking Fees
A booking fee is required at the time of booking to secure your appointment
The booking fee is deducted from your final balance on the day
Booking fees are non-refundable
Booking fees are non-transferable if you cancel or reschedule within 48 hours
New Colour Clients
All new colour clients must attend a face-to-face consultation before a colour appointment
A skin test may be required depending on colour history and service plan
What counts as notice
Notice is counted from when we receive your message during business hours
Social media DMs are not monitored continuously and are not a guaranteed method of cancellation
2. Cancellations, Reschedules & No-Shows
We require a minimum of 48 hours’ notice to cancel or reschedule.
This includes subscriptions.
Charges
Less than 48 hours’ notice – 50% of the booked service value
Less than 24 hours’ notice – 75% of the booked service value
No-shows – 75% of the booked service value
Same-day cancellations are treated as less than 24 hours’ notice
How payment is taken
Cancellation and no-show fees are charged by debiting the payment card saved on our booking system
On-arrival cancellations
Services cannot be cancelled on arrival
Choosing not to proceed once you attend is treated as a late cancellation and charged accordingly
Repeated cancellations
Repeated late cancellations or no-shows may result in:
prepayment in full being required
non-negotiable booking fees
refusal of future bookings
3. Appointment Confirmations
Automated SMS and email reminders are sent 96 and 48 hours before your appointment
If deposit is not received, the appointment may be cancelled
It is Clients responsibility to ensure your contact details are correct and messages are not blocked
4. Late Arrivals
We operate on timed appointments.
Arriving 10 minutes or more late may result in:
a shortened service, or cancellation if the service cannot be completed safely or clashes with another clients appointment
Full charges still apply even if the service is shortened
If the appointment is cancelled due to lateness, it is treated as a late cancellation and charges apply
5. Visiting the Salon
Children
Children are not permitted during appointments
New-born babies may be allowed only with prior agreement
Guests
Please attend your appointment alone unless a carer is required
Personal belongings
Please avoid wearing valuable or delicate clothing
We cannot accept responsibility for damage to personal items
Photography & Content Use
During your appointment, we may take photographs or short videos of your hair for client records, training purposes, and marketing (including social media and our website). Images focus on the hair only unless otherwise agreed.
If you do not wish your hair to be photographed or shared, you must inform us before your appointment begins.
Requests to remove content after posting may not always be possible.
6. Pricing & Payments
All prices are from and may vary
Prices are based on time, hair length, density, amount of product we use and previous history
Final pricing is confirmed after consultation
All quotes are valid for 30 days from Consultation and are a subject to change
We do not quote for colour services via DM, email, or photos
All services must be paid in full on the day
7. Complaints, Adjustments & Service Warranty
We want the opportunity to resolve concerns fairly and professionally.
Any issue must be reported within 7 days of your appointment
Adjustments, where appropriate, must be carried out in the salon
The warranty is void if:
you attempt to fix the issue yourself
you go to another salon
you delay beyond the agreed timeframe
This does not affect your statutory consumer rights.
Personal Preference & Adjustments
Once a colour service has been completed in line with the agreed consultation plan, any request to change the result because it is not what you expected, you imagined it differently or you have changed your mind is not classed as a correction.
These requests require a new booking and are charged accordingly.
This ensures fairness to the stylist’s time and the resources already used.
Small adjustments still require time, product, and expertise and are therefore chargeable unless the issue is a technical error made by the salon.
8. Patch Tests & Allergies
Skin tests are required for certain colour services and new clients
It is your responsibility to:
attend your Consultation at which you will have skin test
disclose allergies, sensitivities, medications, or medical conditions
If a reaction occurs despite a negative patch test, Hair By Marta cannot be held liable, as reactions can develop unpredictably
9. Chargebacks & Payment Disputes
By booking with Hair By Marta, you authorise us to charge:
booking fees
cancellation fees
no-show fees
Any attempt to reverse charges, dispute payments, or raise chargebacks for services rendered or fees applied in line with this policy will be contested
Evidence may include:
booking confirmations
this published salon policy
SMS/email records
appointment history
Unresolved payment disputes may result in permanent refusal of future bookings
10. Courtesy, Safety & Right to Refuse Service
We operate a zero-tolerance policy for abusive, aggressive, or disrespectful behaviour
We reserve the right to refuse service or future bookings if behaviour, lateness, or cancellations disrupt the salon
If you are unwell, please reschedule.
One moved appointment is manageable — an ill team is not.
11. Data Protection
Your personal information is handled securely and used only for booking, payment processing, and communication purposes.