Clear terms.
Fair policies.
Confidence for everyone.

1. APPOINTMENTS & BOOKINGS

1. All appointments must be booked in advance through our online booking system, telephone, email, social media or directly at the salon.
2. Clients are responsible for selecting the correct service when booking.
3. If you are unsure which service is suitable, please contact us before booking.
4. Certain services, particularly colour corrections, major colour transformations and specialist treatments, require a consultation before the appointment.
5. Appointment times are reserved specifically for each client.
6. We reserve the right to refuse or postpone a treatment where it is unsuitable, unsafe or cannot be completed to an appropriate professional standard.
7. Appointment confirmation will be provided once any required deposit has been received.

2. DEPOSITS & PAYMENTS

First-time clients

A 50% deposit of the total estimated appointment cost is required from all first-time clients to secure their first appointment at Infinity Hair & Beauty Lab.

• The booking is confirmed once the deposit has been received.
• The deposit will be deducted from the final service cost.
• The remaining balance is payable immediately after the service.
• Deposits are subject to the cancellation terms in this document and applicable statutory cancellation rights.

For returning clients, deposits may also be required for selected services, lengthy appointments, specialist treatments or appointments involving significant preparation.

All service prices will be communicated before treatment. Where additional work or costs become necessary, these will be discussed and agreed with the client before proceeding.

We accept the payment methods advertised by the salon.

3. CANCELLATIONS & RESCHEDULING

We understand that circumstances can change. However, our team reserves appointment time specifically for each client.

We therefore request a minimum of 48 hours' notice for cancellations or appointment changes.

Our salon cancellation policy is:

More than 48 hours' notice

• Clients may request to transfer their deposit to one alternative appointment.
• Alternatively, a refund will be considered in accordance with the circumstances and applicable consumer rights.

Less than 48 hours' notice

• A reasonable cancellation charge may apply to reflect the salon's actual loss.
• Any deposit retained will be taken into account when calculating that charge.
• If the appointment can be filled by another client, this will be taken into consideration.

Failure to attend

• If a client does not attend without providing notice, the salon may retain an appropriate amount of the deposit to cover reasonable losses.
• Any amount retained will be proportionate to the loss actually incurred.

Cancellation charges will not automatically exceed the salon's reasonable loss. Statutory cancellation rights remain unaffected.

To cancel or reschedule, please contact us directly:

Email: salon@infinityhairlab.co.uk

4. REPEATED NO-SHOWS

We respect our clients' time and ask that the same respect is shown to our team.

If a client fails to attend two appointments without prior notice or cancellation, Infinity Hair & Beauty Lab reserves the right to:

• Remove or disable the client's access to our booking system.
• Decline future appointment requests.
• Refuse further bookings at the salon.

Genuine emergencies or exceptional circumstances may be considered at the salon's discretion.

This policy is intended to protect appointment availability and prevent repeated disruption to our team and other clients.

5. LATE ARRIVALS

We kindly ask all clients to arrive on time.

• A maximum of 15 minutes' lateness is permitted from the scheduled appointment time.
• Arrivals more than 15 minutes after the scheduled appointment time will result in automatic cancellation of the appointment.
• The appointment will need to be rearranged.
• Any deposit or cancellation charge will be dealt with under our cancellation policy, taking account of the circumstances and any reasonable loss incurred.

If you are running late, please contact the salon as soon as possible. Contacting us does not guarantee that your appointment can still be accommodated.

This policy helps us maintain our schedule and avoid delays for other clients.

6. PATCH TESTS & CONSULTATIONS

Client safety is our priority.

Patch testing is mandatory before hair colouring services and before beauty treatments where required by the product manufacturer, treatment protocol or our professional and insurance requirements.

Our policy:

• Patch tests must be booked and completed at least 48 hours before the appointment, or earlier if required by the relevant manufacturer's instructions.
• Hair colouring services will not be carried out without the required patch test and a prior consultation.
• New hair colour clients must have a consultation before their colouring appointment.
• Beauty services requiring a patch test will not be carried out without the required test.
• Previous patch tests carried out at another salon do not automatically replace our own requirements.
• Previous use of a product does not guarantee that a future allergic reaction will not occur.

Clients must inform their stylist or therapist immediately if they experience any reaction to a patch test.

If a required patch test or consultation has not been completed, we reserve the right to refuse or postpone the treatment.

A negative patch test does not guarantee that an allergic reaction will not occur.

7. HAIR COLOUR SERVICES & CORRECTIONS

We recommend an advance consultation for specialist colouring services, including:

• Balayage
• AirTouch
• Highlights
• Blonde transformations
• Colour corrections
• Major colour changes
• Other advanced colouring techniques

Clients must provide complete and accurate information about their hair history, including:

• Previous professional colouring.
• Box dyes and home colouring.
• Previous bleaching and highlighting.
• Henna and metallic dyes.
• Previous chemical treatments.
• Any known damage or previous adverse reactions.

The final result may vary depending on hair history, natural hair colour, condition, texture and previous treatments.

Reference photographs are used as inspiration and cannot guarantee an identical result.

Some transformations may require multiple appointments to achieve the desired result safely.

Our priority is always the health and integrity of your hair. We reserve the right to recommend an alternative treatment or decline a service if we believe the requested result could compromise hair condition.

Any changes to the agreed service or price will be discussed with the client before proceeding.

8. HEALTH, SAFETY & CONTRAINDICATIONS

Clients must disclose relevant allergies, sensitivities, medical conditions, medication and other contraindications before receiving a treatment.

This information allows our team to assess whether a service is suitable and safe.

We reserve the right to refuse or postpone a treatment if there is a reasonable concern about client safety.

Clients should follow the aftercare advice provided by their stylist or therapist.

9. SERVICE QUALITY, COMPLAINTS & REFUNDS

We aim to provide all clients with professional services delivered with reasonable care and skill.

If you are unhappy with any aspect of your service, please contact us as soon as possible so that we can understand and assess your concerns.

We kindly ask clients to contact us ideally within 7 days of their appointment, where possible, to allow us to assess the result and discuss an appropriate solution.

Depending on the circumstances, we may offer:

• An assessment appointment.
• A suitable correction.
• A partial or full refund where appropriate.
• Another reasonable resolution.

Please note that a change of mind or a difference between personal preference and the agreed consultation result does not automatically mean that a refund is due.

However, nothing in this policy restricts your statutory rights under the Consumer Rights Act 2015, including your rights where a service has not been performed with reasonable care and skill or has not been provided as agreed.

10. CHILDREN & ADDITIONAL GUESTS

To maintain a safe and comfortable salon environment:

• Children must be supervised by a responsible adult at all times.
• Children must not be left unattended.
• We kindly ask clients to avoid bringing additional guests unless necessary.
• Children must remain clear of professional equipment and treatment areas.

11. GIFT VOUCHERS & PROMOTIONAL OFFERS

Gift vouchers are subject to the expiry date and conditions communicated at the time of purchase.

• Vouchers cannot be exchanged for cash unless required by law.
• Promotional discounts cannot be combined unless specifically stated.
• Offers must be used within their advertised validity period.
• Any restrictions will be communicated before purchase.

Nothing in this section affects applicable consumer rights.

12. RETAIL PRODUCTS

We offer a selection of professional hair and beauty products for home care.

If you experience a problem with a purchased product, please contact us with your proof of purchase.

Returns, exchanges and refunds will be handled in accordance with applicable consumer protection legislation.

13. PHOTOGRAPHY & SOCIAL MEDIA

We occasionally photograph or record our work, including hair transformations, beauty treatments and finished results, for our website, portfolio and social media.

• We will obtain permission before publishing identifiable photographs or videos of clients.
• Photography and publication consent is optional.
• Refusing photography consent will not affect the service you receive.
• Any consent given may be withdrawn for future use by contacting the salon. This does not necessarily affect material already lawfully published or printed.

14. PERSONAL BELONGINGS

Clients are encouraged to keep their valuables and personal belongings with them during their visit.

Please check that you have all your belongings before leaving the salon.

Nothing in this section excludes any liability that cannot legally be excluded.

15. CLIENT CONDUCT

We are committed to maintaining a respectful, inclusive and professional environment.

We expect clients and team members to treat one another with courtesy and respect.

We reserve the right to refuse or discontinue a service where there is abusive, threatening, discriminatory or inappropriate behaviour, or where continuing the treatment would create a safety concern.

Any decision to discontinue a service will be handled reasonably and in accordance with applicable law.

16. ONLINE & DISTANCE BOOKINGS – CANCELLATION RIGHTS

Where a booking is made online, by telephone or through another distance-selling method, statutory cancellation rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where applicable, clients generally have a 14-day cancellation period starting from the day after the service contract is entered into.

If a client requests that a service begins during this 14-day period:

• The salon will obtain the required express request before starting the service.
• If the client subsequently cancels after the service has started, they may be required to pay a proportionate amount for the service already supplied, where legally permitted.
• If the service has been fully performed following the client's express request and acknowledgement of the relevant legal consequences, the statutory cancellation right may end.

These statutory rights are separate from our standard 48-hour salon cancellation policy.

Where statutory cancellation rights apply, clients can contact us using the email address below to notify us of their decision to cancel.

17. PRIVACY & PERSONAL INFORMATION

We respect your privacy and handle personal information in accordance with applicable UK data protection legislation.

Personal information may be collected when you book appointments, attend consultations or receive treatments.

This may include contact details, appointment information and relevant treatment or allergy information.

Please refer to our separate Privacy Policy for details about:

• What personal information we collect.
• Why and how we use it.
• How long we retain it.
• Who we may share it with.
• Your data protection rights.
• How to contact us about your information.

18. CHANGES TO THESE TERMS

We may update these Terms & Conditions from time to time to reflect changes in our services, business practices or legal requirements.

The latest version will be published on our website.

Changes will not retrospectively remove rights or alter an existing agreement without the appropriate legal basis.