Policies

CANCELLATIONS OR NO-SHOWS

We will do our best not to cancel or reschedule your appointments and to run them on time. We really appreciate you doing the same.

We understand that sometimes you may have to cancel an appointment. Please give us at least 24 hours’ notice otherwise, a cancellation fee of 100% of the cost of your service or treatment will be charged.

We will take your payment when booking an appointment with us.

It is very difficult to fill appointments at short notice, but we will not charge you a cancellation fee if we do.

If you need to cancel, please call us on 01522 683800 or use our online booking system. Please don’t text, email, or post on social media.

DEPOSITS/PAYMENT

A deposit / payment of 100% of the cost of your service or treatment will be charged if you:

missed your last appointment with us, or
are a new client or
are booking online or
you are booking an appointment lasting more than two hours, such as hair colour or treatment, or for a series of appointments.

The deposit/ payment will be taken when you book your appointment and deducted from your bill when you pay for the service or treatment you have received. If you cancel, the deposit will be fully refunded if you give us at least 24 hours’ notice.

If you give us less than 24 hours’ notice but we can fill the appointment, we will either refund the deposit or put it towards the cost of your next appointment.

The deposit will be fully refunded if a service or treatment is unsuitable for you or cannot be provided for any reason.

REFUND & RETURNS POLICY

 1. Hair & Grooming Services
Refunds are not offered on completed services, as time and expertise cannot be returned.
If you are not fully satisfied, you must contact us within 48 hours of your appointment.
We will offer a complimentary adjustment or alternative solution at the manager’s discretion.
Adjustments do not apply if you change your mind about style, length, or colour after the service has been performed as agreed.

 2. Hair Replacement Systems (Fittings & Maintenance)
Deposits
A non-refundable deposit is required to secure a hair system fitting appointment, as each system is custom-ordered.
Cancellations made less than 7 days before the fitting date will result in loss of deposit.
Fittings
As hair systems are bespoke and tailored specifically to you, no refunds are offered once the fitting has taken place.
If there is a manufacturing fault, we will work with the manufacturer to provide a suitable resolution (replacement or repair).
Refunds are not provided for client preference changes or lifestyle-related wear and tear.
Maintenance Appointments
Maintenance services are non-refundable.
If you experience any issues with your system application, you must notify us within 24 hours, and we will assess whether an adjustment is possible.

3. Product Refunds & Returns (In-Salon & Online)
Eligibility:
Products must be unused, unopened, and in original packaging.
You have 14 days from purchase or delivery to request a return.
Proof of purchase is required.

Non-Returnable Items:
Used or opened products
Hairbrushes, clippers, combs, and other hygiene-sensitive tools
Custom-ordered hair systems
Gift vouchers and digital products

Faulty or Damaged Items:
If your item is damaged or faulty, please contact us within 7 days of receiving it.
We will offer a replacement, exchange, or full refund, including delivery costs if applicable.

4. Memberships & Subscription Refunds
Cooling-Off Period
Online memberships may be cancelled within 14 days of purchase, provided no services have been used.
If services have been accessed within that period, a partial refund may be calculated based on usage.
Ongoing Memberships
Memberships, including Unlimited Cuts or Sunbed Subscriptions, are non-refundable once payment has been taken for the month.
You may cancel your membership at any time with 30 days’ written notice before the next billing cycle.
No refunds are given for unused appointments during an active membership period.
No-Show or Late Cancellations
Missed appointments are not refundable and may be deducted from membership allowances if applicable.

5. Online Order Cancellations
Orders may be cancelled before dispatch.
If your order has already shipped, you must follow the returns procedure upon delivery.
Delivery costs are non-refundable unless the item is faulty.

6. How to Request a Refund or Return
To request a refund, exchange, or raise an issue, please contact us via:
Email: [email protected]
 Phone: 01522683800
Or visit us in-store at Tom’s Barbers & Salon

Please include:

Full name
Order or booking number
Reason for your request

*Photographic evidence if the product is faulty

7. Refund Processing Time

Approved refunds will be processed back to the original payment method.
Please allow 5–10 working days to appear in your account.
For direct debit memberships, cancellations are subject to provider processing times.

8. Our Commitment to You
We aim to handle all enquiries fairly, professionally, and with care. Your satisfaction is our priority, and we will always work with you to find the best possible solution.