Our policies
SALON POLICIES
Content
1. Appointment Confirmation & Card Hold Policy
2. Cancellation & No-Show Policy
3. Correction Policy
4. Health & Allergy Policy (Colours/tints)
5. Late Arrival Policy
6. Deposit Policy (High-Value Services)
7. Guardian Policy for Clients Under 16
8. Payment Policy
9. Product / Retail Policy
10. Photography / Social Media Policy
11. Gratuity / Tip Policy
12. Behaviour & Client Etiquette Policy
13. Health & Safety Policy
14. Insurance
1. Appointment Confirmation & Card Hold Policy
• Appointments must be confirmed by card at the time of booking.
• No payment is taken at this stage, and all card information is securely stored with our payment provider.
• If an appointment is not confirmed, we may have to cancel it, but we will notify you.
• Non-card-confirmed appointments are not automatically cancelled. You must actively cancel online or by phone if you cannot attend, otherwise cancellation/no-show fees may still apply.
• Alternatively, the appointment can be secured by paying in full at the time of booking.
2. Cancellation & No-Show Policy
Please let us know if you cannot make your appointment:
24 hours’ notice is required for cancellations or amendments.
Late cancellation
If less than 24 hours’ notice is given, 50% of the booked service fee applies.
No-shows
If you don’t attend your appointment without notice, 100% of the booked service fee applies
Illness & emergencies
Fees cannot be waived. Please do not come to the salon if you are unwell.
Waiting list
Where possible, we may offer the cancelled appointment to someone on our waiting list. The cancellation fee will only be waived if the appointment is fully rebooked at the same value.
Why this matters
Late cancellations and no-shows prevent other clients from booking and affect the smooth running of the salon.
Contact us
Please give us a call to cancel or reschedule.
If you can’t reach us by phone, please email us:
☎ 020 7722 1043
✉ info@lisahauck.com
Illness and emergencies
For the wellbeing of our clients and team, please do not come to the salon if you are unwell.
Unfortunately, we are not able to waive cancellation or no-show fees due to illness, emergencies or other personal reasons. This ensures fairness for our freelance stylists, whose time and income are directly affected by missed appointments.
Why this policy matters
When an appointment is missed or cancelled late, we can’t always fill the slot, which means our stylists lose valuable working time and income. Our policy helps us protect our team and continue providing the best service for all our clients.
Our Correction Policy
We want you to love your hair, and if something isn’t quite right, here’s how we handle corrections:
What a correction means
• A correction is when something went wrong with your service or the result is not as agreed during your consultation.
• A correction does not include a change of mind (e.g. deciding you want a different colour, length, or style after the service).
• A correction also does not cover normal colour fade, regrowth, or results affected by home care (such as not using recommended products, swimming, or heat/chemical damage).
Let us know quickly
Please contact us as soon as possible if you’d like a correction, and no later than 2 weeks after your appointment. After this time, we may not be able to offer a correction unless there was a genuine reason you couldn’t reach us sooner.
To make sure we don’t miss your message, please contact us via our salon phone or email rather than social media.
Corrections are free
We’re happy to make things right at no extra cost. Wherever possible, we’ll book you back in with your original stylist, but as many of our team are freelance, we may need to arrange your correction with another stylist depending on availability.
Styling
A quick blast dry is included so we can check the result. A full blowdry is not included, but you’re welcome to book one at our standard price if you’d like.
Hair health matters
We won’t carry out a correction if it risks damaging the condition of your hair.
Refunds
Our policy is to offer a correction rather than a refund.
Our priority is ensuring you leave the salon feeling confident and happy with your hair.
4. Health & Allergy Policy (Hair Colour, Eyebrow & Eyelash Tinting)
Your safety is our top priority. In line with NHBF guidelines:
New clients
New clients must have an allergy alert test (AAT) at least 48 hours before their first treatment.
Existing clients
AAT is required every 6 months, or if you have a tattoo/black henna tattoo, or if the colour brand/product changes.
Monitoring
Check the test area for itching, redness, or swelling for 48 hours. If any reaction occurs, the service should not proceed and medical advice should be sought.
5. Late Arrival Policy
Arriving more than 15 minutes late may result in shortened service or rescheduling.
Full service fees still apply if the appointment cannot be completed.
6. Deposit Policy (High-Value Services)
A deposit may be required to secure appointments over £200 (e.g., bridal hair, extensions, complex colour).
Deposits are non-refundable.
7. Age / Guardian Policy
Parental/Guardian Consent
Written consent is required before any treatment for clients under 16.
Adult Supervision
A parent or guardian must be present during the appointment.
8. Payment Policy
We accept card and contactless payments for all services.
Cash payments are accepted only if the exact amount is provided, as we do not keep change on the premises.
All services must be paid in full at the time of your appointment.
9. Product / Retail Policy
For hygiene reasons, opened products cannot be returned.
Unopened products may be returned within 14 days with a receipt.
Photography / Social Media Policy
We may take photos of your hair for promotional purposes.
Please let us know if you do not want your image used.
11. Gratuity / Tip Policy
Tips are optional and greatly appreciated.
Tips go directly in full to the team member tipped.
12. Behaviour & Client Etiquette Policy
We aim to provide a safe and welcoming environment.
We reserve the right to refuse service to clients who behave aggressively, disrespectfully, or disruptively toward staff or other clients.
13. Health & Safety Policy
We maintain high standards to ensure the safety of clients, visitors, and staff:
•Health & safety posters, fire notices, first aid kit, and accident book are in place.
•Risk assessments are regularly completed, and all staff receive Health & Safety guidelines.
•Gloves (nitrile or vinyl) are worn for colour services, pedicures, and similar treatments.
•Premises, tools, and equipment are cleaned and maintained to ensure hygiene and safety.
14. Insurance
Public Liability Insurance
Covers all salon activities and any self-employed stylists working in our business.
Professional Indemnity Insurance
Covers all treatments and services provided by the salon.
Employer Liability Insurance
Covers the premises and all employees/stylists working for the salon.