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Our Policies

Ensuring the Best Experience

At, we go out of our way to make sure our valued clients have the best experience possible, from the minute they enter our doors to the moment they leave our incomparable Hair Salon. Please take a moment to review our policies to ensure you understand our operations procedures. If you have any questions, just get in touch and we’ll be happy to help.


Our Flexible Hair Salon Policy

At, we do our best to make sure all your needs are taken care of. If you have to cancel or change your appointment, just let us know or you can amend your booking via the booking app. If you inform us less than 24 hours before your scheduled time, we will have to charge the full price of your service as the slot will no longer be able to be filled by someone else.

Image by Nathan Dumlao
Woman with Watch

Late Arrivals

Inform Us in Advance

We understand that due to your busy schedule, you may find yourself running late. If you think you are going to be late, please call and let us know. If you are more than 15 minutes late, your appointment may have to be cancelled or shortened. If we keep the appointment for you, we may not be able to complete the full service you booked.

Terms & Conditions

Booking fee/Payments

All new hair systems and hair extensions require a NON REFUNDABLE 50% booking fee before application, this is deducted from your final bill on the day of fitting, if you cancel your fitting appointment less than 24 hours there is a £200 cancelation fee

If paying using a finance option such as paypal finance or payl8er full payment is required upfront.

All custom Hair toppers and wigs must be paid for upfront when ordering or at consultation.

Please note all bespoke and custom made hair pieces/toppers & wigs are non refundable due to their bespoke nature

Refund Policy

Due to the bespoke nature of our products and their fitting and for hygiene reasons ALL of our hair replacement systems/hair extensions/wigs/toppers are NON refundable under any circumstances

once fitted to the head or made to a bespoke shape for your measurements.

This does not affect your rights to quality, where the item, IF proved to be faulty will be repaired or replaced within specific guidelines. 

If any hair is thought to be faulty this would be noticed within 3 weeks of wear, as part of our investigations the hair would need to be sent off to our supplier for testing to establish whether the fault is due to poor aftercare or a manufacturing default, during this time we will not be responsible for supplying temporary hair if the fault is found with the factory we will supply new hair to the customer at our own expense, we will fully rectify the problem with an exchange of hair and will fit the hair at our own expense, but under no circumstances do we offer refunds after the hair has been used. If the fault is found to be poor maintenance or incorrect usage of non advised products or tools the same hair will be returned to the customer and fitted at their own expense.


All prices include VAT if you require a VAT receipt please let us know at consultation, Our company VAT number is GB276081101

If you have a medical diagnosed hairloss condition or a condition which causes a hair loss condition and are living in the UK and registered with a GP you may qualify for zero rated VAT relief on hair replacement systems, please not this does not apply to products and adjustments or maintenance procedures.

You will need to fill out a VAT relief form at consultation or payment, If found to be making a false declaration this is a criminal offence.

Patch testing

We are required by law and by our insurers to carry our skin testing 48 hours before any hair colour appointment, this is non negotiable, please inform us of any allergies.

We also carry our skin tests for wig tape and also micro ring allergies, this will be done on your first consultation appointment.

Complaints Procedure

Our priority is for you to be completely satisfied with the service that you receive from us, we run a professional business so we aim to deliver the highest standards in everything we do. Complaints are rare but we do take them very seriously, so we have a complaints policy and process which we follow to make sure that things are put right where needed and we can learn from your feedback.

If you are not happy with the service you have received please tell a member of staff either before you leave the salon, or as soon as possible once you have left, we will listen to your feedback and ask any necessary questions to understand your complaint. We aim to resolve any complaints within 8 weeks, If you have already left the salon do not go to another salon as we have the right to see exactly what the service or treatment you have received from us looks like, this includes the removal of any hair system or hair extensions, if these are removed by a third party this will invalidate any complaint or claim, if you alter your service with a third party elsewhere we will not be able to rectify any problems and will be unable to offer any sort of resolution.

If you would like to make a complaint in writing please write to 

The Hair Confidante

25 Kingston road


SW19 1JX

Privacy Policy

This privacy notice explains how The Hair Confidante looks after personal information you give us or that we learn by having you as a client and the choices you make about marketing communications you agree we may send you. This notice explains how we do this and tells you about your privacy rights and how the law protects you.


We collect information about you when you book an appointment for a service or treatment, visit the salon for a service or treatment, buy a product or apply for a job, whether contact is online, on paper, by email or over the phone.  

The information you give us may include your name, address, email address, phone number, relevant history which may suggest that a service or treatment should not go ahead or certain products should not be used (eg allergies, pregnancy, skin conditions), payment and transaction information, IP address and CVs.

For clients under the age of 16, we will only keep and use their personal information with the consent of a parent, carer or guardian.


In law, we are allowed to use personal information, including sharing it outside the salon, only if we have a proper reason to do so, for example:

– To fulfil a contract with you ie to provide the service or treatment you have requested and to communicate with you about your appointments

– When it is in our legitimate interest ie there is a business or commercial reason to do so, unless this is outweighed by your rights or interests

– When you consent to it: we will always ask for your consent to hold and use health and medical information.

We will therefore share your information with:

– Providers of our salon software system (Ovatu) 

– Mailing houses (MailChimp) 

– Suppliers of our website (WIX)

We have rigorous data protection and security policies in place with all our suppliers.

We will not share your information with any other third party without your consent except to help prevent fraud, or if required to do so by law.


We would like to send you information about products and services which may be of interest to you. We will ask for your consent to receive marketing information.

If you have consented to receiving marketing, you may opt out at a later date.

You have the right at any time to stop us from contacting you for marketing purposes or giving your information to third party suppliers of products or services. If you no longer wish to be contacted for marketing purposes, please contact us by email via our ‘Contact Us’ page.


Unless you request otherwise, we will keep your information to contact you no more than twelve times a year – for a maximum of 1 year from your last visit to the salon.

After a year we will delete all your personal information, except for your name, relevant client history (eg allergy test records which we keep for 4 years) and financial transactions (which we are obliged to keep for 6 years).

Information about unsuccessful job applicants will be deleted after four months.

See our data retention policy for further information, including employee data.


This information is encrypted and held in the cloud with our booking system provider (Ovatu). Historical consultation forms (prior to the use of the online booking system) are locked and stored away from the salon. Paper consultation/consent forms for current clients are locked and stored within the salon.

Your information is stored within the European Economic Area on secure servers provided by Ovatu. Any payment transactions are encrypted. Sending information via the internet is not completely secure, although we will do our best to protect your information and prevent unauthorised access.


You have the right to request a copy of the personal information that we hold about you. This will normally be free, unless we consider the request to be unfounded or excessive, in which case we may charge a fee to cover our administration costs.   

If you would like a copy of some or all of your personal information, please contact us via email (

We want to make sure that your personal information is accurate and up-to-date. You may ask us to correct or remove information you think is inaccurate.

You have the right to ask us to object to our use of your personal information, or to ask us to delete, remove or stop using your personal information if there is no need for us to keep it.


We email e-newsletters to inform you about products, services and treatments provided by our salon. You have the opportunity to unsubscribe from e-newsletters at any time.

E-newsletters may contain subscriber tracking facilities within the actual email, for example, whether emails were opened or forwarded, which links were clicked on within the email content, the times, dates and frequency of activity. We use this information to refine future email campaigns and provide you with more relevant content based around your activity.


Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This is used to track visitor use of the website and to compile statistical reports on website activity. For further information visit or 

You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.


We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. We also share information about your use of our website with our social media accounts, advertising and analytics partners, who may combine it with other information that you have provided to them, or that they’ve collected from your use of their services. You consent to our cookies if you continue using this website.


Our website includes links to other websites. This privacy notice only applies to this website so when you link to other websites you should read their own privacy notices.


We keep our privacy notice under regular review and we will place any updates on this webpage. This privacy notice was last updated on 5th January 2021.


Please contact us if you have any questions about our privacy notice or information we hold about you:

By email: 

Or write to us at:

25 Kingston road, London SW19 1JX

You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern: 

(Reference Maddi Cook)

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