1. Appointments & Bookings

Appointments can be booked online, in person or through our booking system. Clients are responsible for selecting the correct service and any required add-ons at the time of booking.

Failure to book required add-ons may result in insufficient appointment time and additional services being unable to be carried out.

If you are unsure which service to book, we strongly recommend booking a consultation or contacting our team prior to making your appointment.

Walk-in appointments are welcomed where availability permits; however, we recommend contacting the salon in advance to check stylist availability and avoid disappointment.

To hire our stylists for special occasions, please send an email to hello@thechairsalon.co.uk.

Premium appointments are appointments scheduled before 10:00am and are subject to an additional £15 premium booking fee.

2. Deposits

A non-refundable deposit of £10–£25 (depending on the service booked) is required to secure your appointment.

Please ensure you are certain about your booking before confirming, as deposits are strictly non-refundable.

The remaining balance must be paid in cash on the day of your appointment.

3. Late Arrivals

A 15-minute grace period is permitted for all appointments. Arrivals later than 15 minutes will incur a £15 late fee.

If you are more than 20 minutes late, your appointment may need to be cancelled and 50% of your appointment balance will be required.

4. Cancellations & Rescheduling

Cancellations must be made at least 48 hours prior to your appointment. Cancellations made within less than 48 hours of the appointment time will require 50% of the remaining appointment balance to be paid.

Appointments must be rescheduled no less than 72 hours before the appointment time. Rescheduling requests made within less than 72 hours will incur a £30 rescheduling fee.

Please note that appointments may only be rescheduled within the same calendar month or within 30 days of the original appointment date.

5. Guests In Salon

Due to limited space within the salon, we kindly ask that clients do not bring additional guests to their appointments.

Due to the nature of the salon environment and for health and safety reasons, we also ask that children are not brought to the salon where possible. If necessary, children must remain supervised in the reception area, in a buggy/car seat, or be carried throughout your appointment.

6. Appointment Preparation

Hair should arrive freshly washed and blow-dried unless a wash service or treatment has been booked. Hair with excessive product build-up or that is deemed unclean will require a wash prior to your service. Failure to agree to a necessary wash service may result in your appointment being cancelled.

Previous styles, including cornrows, must be removed prior to your appointment unless a takedown service has been added to your booking.

Clients must disclose any allergies, scalp conditions, sensitivities, medical concerns or previous reactions prior to receiving services.

Patch testing may be required for certain treatments and colour services.

The Chair Salon reserves the right to refuse or discontinue a service where we believe the treatment may compromise the health, safety or wellbeing of the client or stylist.

7. Hair Drop-offs

All brand-new closures, frontals and wigs must be dropped off or posted to the salon at least 5 days prior to your appointment to allow adequate preparation time. Late drop-offs will incur a £35 late preparation fee.

Please ensure your full name and appointment date are clearly labelled inside your package. We strongly recommend using a tracked delivery service.

Previously used closures and frontals do not require advance drop-off.

We recommend using HD lace systems however we can accept good quality transparent lace. Bad quality or dense lace will not be accepted.

While we recommend using our hair for the best results, we do accept hair purchased from other vendors. For the best outcome, we recommend using good quality 12A-grade or raw hair. Please note that we do not accept synthetic hair bundles, synthetic blends, or synthetic lace systems. All client-supplied hair must be brought to your appointment in good condition and suitable for the requested service.

Please ensure all previously used bundles, closures, frontals and wigs have been thoroughly washed using a clarifying shampoo before being dropped off, unless you have booked our Wig & Bundle Wash Service.

Hair that arrives with excessive product build-up, strong odours or is deemed unclean will be required to undergo our washing service before installation. Refusal of this service may result in your appointment being cancelled, as we cannot guarantee the quality of the finished result when working on unwashed hair.

For colour services, hair must be provided no less than 7 days before your appointment. Any later will incur a £40 rush fee.

8. Hair & Install Packages

For all services requiring hair bundles or lace systems, hair must be purchased separately in addition to your appointment booking.

We kindly ask that clients contact us prior to purchasing or booking to confirm hair availability and current stock levels.

If your requested hair is not currently in stock and your appointment is booked within 72 hours, a £40 rush preparation fee will be applied to source and prepare the hair in time for your appointment.

For braid appointments, X-Pression braiding hair or French Curl braiding hair is included and provided by the salon.

If you require colours other than 1B, please notify us no later than 72 hours prior to your appointment. Mixed hair colours are an additional cost and colours must be communicated to us 72 hours before your appointment.

Please note that boho curls, kinky/Marley hair and human braiding hair are not included within the service price. These must either be supplied by the client or purchased separately via our website prior to your appointment.

9. Complaints Procedure

At The Chair Salon, we strive to ensure every client has an exceptional experience. However, we understand that there may occasionally be situations where expectations are not met. In these instances, we kindly ask clients to follow our complaints procedure outlined below.

If you are unhappy with any aspect of your service during your appointment, we encourage you to communicate this with your stylist or a member of our team immediately so we have the opportunity to address and rectify the issue before you leave the salon.

If concerns arise after leaving the salon, clients have up to 48 hours following their appointment to submit a complaint via email to hello@thechairsalon.co.uk.

When submitting your complaint, please include:

• Your full name

• Appointment date and time

• The service received

• A detailed explanation of your concerns

• Clear supporting images/videos where applicable

Once your complaint has been received, an acknowledgement email will be sent within 24 hours. An internal review will then be conducted, and a formal response will be provided within 72 hours.

If, following our internal review, the complaint is not found to be valid in line with our salon policies, no corrective service, refund or compensation will be offered. The decision made by The Chair Salon following the review process will be final.

If the complaint is found to be valid, The Chair Salon may offer a corrective service appointment. Any approved re-do service must be scheduled within 14 days of the complaint outcome. Failure to schedule within this timeframe will result in the corrective appointment no longer being eligible, and a new appointment will need to be booked.

Corrective appointments apply only to the original service booked unless otherwise agreed by The Chair Salon.

In the unlikely event that a corrective appointment is not considered appropriate, a refund may be offered at the discretion of The Chair Salon. Please note that both a refund and a corrective service will not be offered simultaneously.

Please also note that complaints based on a change of mind regarding the chosen hairstyle, dissatisfaction with a style selected during the consultation process, improper aftercare, personal mishandling, or issues caused by environmental factors such as humidity or weather conditions will not be considered valid complaints and will not be upheld.

10. Salon Etiquette

At The Chair Salon, we are committed to providing a welcoming, professional and enjoyable experience for both our clients and team. We kindly ask that all clients treat our staff and fellow clients with courtesy and respect at all times.

Any abusive, threatening, aggressive or disruptive behaviour towards members of our team or other clients will not be tolerated. The Chair Salon reserves the right to refuse or discontinue service and ask clients to leave the premises if their behaviour is deemed inappropriate, disruptive or unsafe. In such circumstances, any deposits or payments made will remain non-refundable