Policy

DLG Hair Studio – Client Policy
(Updated June 2025)
 
1. Service Satisfaction Policy
 
• If you have any concerns about your service, please contact us within 14 days.
• Any issues raised after 14 days will not be eligible for corrections or refunds.
• Haircare products are non-returnable once purchased.
 
2. Appointment Policies
 
Cancellations:
• We require 48 hours’ notice to cancel an appointment.
• Cancellations made with less than 48 hours’ notice will incur a 50% fee.
 
No-Shows:
• If you miss your appointment without notice, you may be charged up to 100% of the service cost.
• Clients who miss three or more appointments without notice will be required to pay in full in advance to book future appointments.
 
Late Arrivals:
• If you’re running late, please call the salon as soon as possible.
• Arrivals more than 15 minutes late may require your appointment to be rescheduled.
 
3. Deposits Policy
 
• New clients are required to pay a 50% deposit for services.
• Deposits are sent automatically via our system. If not paid at least 24 hours before your appointment, it may be cancelled.
• Existing clients can disregard the deposit request unless informed otherwise.
• Deposits are non-refundable if the appointment is cancelled with less than 48 hours’ notice but will be applied to your final service cost.
 
4. Patch Testing & Medical Disclosure
 
A patch test is required at least 48 hours before any technical service, including:
• Hair colouring
• Eyebrow & eyelash tinting
• Eyelash extensions
• Spray tanning
This applies to all new clients.
Existing clients will be re-tested in line with manufacturer recommendations or if there has been a significant change in health, medication, or time since your last service.
Failure to complete a required patch test may result in your appointment being rescheduled or cancelled.
Please notify your stylist of any allergies, health conditions, or recent medical treatments that may affect your service.
 
5. Children & Pets Policy
 
• Children are welcome for services but must be supervised if attending the salon with you.
• Well-behaved pets are welcome, provided they are friendly, on a lead, and under control at all times. If another client expresses concern or has an allergy/fear, we may ask you to keep your pet by your side or outside the service area for everyone’s comfort.
 
6. Discounts & Promotional Schemes
 
• Discounts cannot be combined, only one can be used per appointment.
• Discounts exclude hair extensions and braids involving added hair.
• All loyalty cards, recommend-a-friend cards, and NHS IDs must be shown at the time of your visit to redeem any offers.
 
7. Promotional Schemes – Self-Employed Stylists
 
Some stylists at DLG Hair Studio operate independently and may opt in or out of salon-run offers:
 
• Loyalty Card Scheme
• Recommend-a-Friend Programme
• NHS Discount
• Fresha Marketing Promotions
 
Where a stylist participates, they are fully responsible for applying these offers. DLG Hair Studio does not enforce discounts for stylists who do not opt in.
 
Self-employed stylists at DLG Hair Studio include:
Kiera and Milana
Prices, VAT status, and individual policies (e.g. refunds and corrections) may differ depending on your chosen stylist.
 
8. Clothing Policy – Colour Appointments
 
• Please wear old or dark clothing (for dark colours) light clothing (for light colours), that you wouldn’t mind potentially being stained.
• Avoid high-neck garments such as hoodies or turtlenecks, which may interfere with the service.
• PPE is used to protect clothing, but DLG Hair Studio is not liable for any damage.
• In rare cases, a goodwill gesture may be offered at management’s discretion.
 
9. Hair Extensions Policy
 
Non-Refundable After Fitting:
• Once fitted, hair extensions are considered a custom service and are strictly non-refundable.
 
Returns Before Fitting:
You may request a return within 14 days, only if:
• The hair is unopened and unused
• Packaging is intact and in original condition
Refunds are subject to our supplier’s terms.
 
Custom Orders:
Bespoke-coloured or specially ordered extensions (e.g. custom length) are non-refundable.
 
Extension Slippage:
• DLG Hair Studio is not liable for slippage or loss after fitting.
• A free refit of individual strands that come loose may be offered within 14 days of fitting.
• After that, a £2.40 (incl. VAT) per extension fee applies for repositioning.
By proceeding with a hair extension service, clients agree to follow the DLG aftercare form provided during consultation and accept the above terms.
 
10. Gift Vouchers
 
• Gift vouchers are valid for 12 months from the date of purchase.
• They are non-refundable and cannot be exchanged for cash.
• Lost or stolen vouchers cannot be replaced.
 
11. Photography & Social Media Consent
 
• We may ask to take photos of your finished style for our website or social media.
• No images will be taken or shared without your explicit verbal or written consent.
• You may withdraw consent at any time.
 
12. Payment Terms
 
• Payment is due at the end of your service.
• We accept card, cash, and bank transfers.
• Some self-employed stylists may accept different methods, please confirm with your stylist when booking.
 
13. Corrections & Redos
• If a correction or redo is agreed by the salon within the 14-day window, a small charge (e.g. £10) may be applied to cover additional product costs.
• This will always be discussed in advance and is only applicable in exceptional cases.
• Some self-employed stylists have their own policies and may vary regarding corrections or redos. Please confirm directly with your stylist when booking.
• Where applicable, the salon owner may offer a refund of their retained share (commission/space fee) as a goodwill gesture, at their discretion.
 
14. Health & Safety
 
• Please do not attend your appointment if you feel unwell or are showing symptoms of any contagious illness.
• We follow health, safety, and hygiene procedures in line with government and industry regulations.
 
15. Accessibility
 
• If you have any access needs or require adjustments (e.g. sensory sensitivities, mobility considerations), let us know ahead of time.
• We are happy to make reasonable accommodations wherever possible.
 
16. Allergy Disclaimer – Products
 
• While we use professional-grade products, clients are advised to inform their stylist of any known allergies or sensitivities.
• DLG Hair Studio cannot guarantee reactions will not occur and accepts no liability unless negligence is proven.
 
17. Right to Refuse Service
 
• We reserve the right to refuse service to anyone displaying aggressive, abusive, or inappropriate behaviour toward staff or other clients.
• This includes verbal abuse, harassment, or repeated disregard for policies.
 
18. Privacy & Data Protection
 
• We securely store your personal data (name, contact info, appointment history, and service notes) in our booking system.
• Self-employed stylists may access your records only via the system to carry out your service.
• We do not share your data with third parties and comply fully with UK GDPR.
• To request access to or deletion of your data, email: mailto:dlghairstudio@gmail.com
 
CCTV & Audio Recording:
 
Our salon operates CCTV and audio recording for safety, training, and service quality. Please speak to us for further information.
 
19. Admin Day – Non-Urgent Queries
 
We want to support all client concerns fairly and thoroughly.
• Non-urgent issues are reviewed every Wednesday (our admin day).
• We aim to respond to these within 7 days.
• If your concern is urgent, please indicate this clearly so we can prioritise it.
 
Thank you for supporting DLG Hair Studio. We’re committed to making your visit safe, comfortable, and enjoyable.
 
Kind regards,
Daniel Grant
Salon Owner – DLG Hair Studio