CBHB&co — Salon Policies & Client Terms

Last updated: 6 October 2025

These policies are here to protect you, our team, and the business so we can deliver consistent, safe, high‑quality results. By booking or attending an appointment with CBHB&co, you agree to these terms.

1) Bookings, Deposits & Payments

Deposit required: A 50% deposit for standard services and Hair Cost (amount confirmed at consultation) for hair extension services is required to secure your booking. Deposits are deducted from your final bill.
Non‑refundable but transferable: Deposits are non‑refundable. If you reschedule with sufficient notice (see Section 2), your deposit transfers once.
Consultation first (extensions/colour changes): Large colour changes and all hair extension services require a mandatory consultation and quote before booking.
Quotes & price changes: Quotes are valid for 30 days. Final price may vary based on hair length, thickness, extra product/time, or changes requested on the day.
Payment methods: We accept card and cash. Full payment is due at the end of your appointment.
Chargebacks & disputes: By booking, you agree to follow our Complaints & Redo process (Section 9) before initiating any payment dispute/chargeback. We keep detailed consultation notes, patch test records and photos and will contest improper disputes.

2) Cancellations, Lateness & No‑Shows

48‑hour rule: Cancel or move your appointment 48+ hours before to keep your deposit transferable.
Inside 48 hours: A 50% cancellation fee of the booked service(s) will be charged.
No‑shows / same‑day cancellations: 100% of the service value is due before any future bookings.
Running late: We allow a 10‑minute grace period. Beyond that, we may shorten or reschedule your service and apply relevant fees.

3) Patch Tests, Strand Tests & Medical Disclosure

Skin/patch tests: Required at least 48 hours before any colour service and 7 days before new hair extension fittings (where applicable). No test = no service.
Changes in health/medication: You must tell us about allergies, pregnancy, breastfeeding, skin/scalp conditions, or medication changes before each service. This may affect suitability.
Refusal & waivers: If you decline a recommended test or we deem a service unsafe, we will refuse service. A waiver does not override our right to refuse.

4) Hair Extensions — Specific Terms

Sourcing & suitability: We fit professional‑grade hair (e.g., nano bonds, keratin bonds) suited to your hair type after consultation.
Fitting day: You must arrive with clean, dry hair. Late arrival may reduce what can be completed.
Aftercare is non‑negotiable: You’ll receive clear aftercare instructions and product recommendations. Failure to follow aftercare voids any guarantee (including sleeping with wet hair, incorrect brushes, harsh products, DIY colour, heat at bonds, etc.).
Maintenance schedule: Move‑ups typically every 6–10 weeks depending on method and growth. Missing maintenance can cause matting or damage and voids the guarantee.
Quality & lifespan: Extension hair is a natural/processed product; lifespan varies with wear, heat, washing frequency, and care. Shedding/tangling can occur—this is normal within limits.
Colour matching: We aim for the best match. Minor tonal variation may occur under different lighting; this is not a fault.

5) Results, Redo Policy & Refunds

Your brief matters: We work to the agreed plan from consultation and your photos/notes. Be honest about previous colour/chemicals; this affects results.
Expectation check: Results depend on hair history and condition. Some goals take multiple sessions.
If you’re not happy: Tell us within 48 hours of your appointment, with photos and a clear description (see Section 9). We will assess and offer a one‑time complimentary adjustment where reasonable, within 14 days.
Conditions for adjustments: You must return to the salon for assessment; no third‑party fixes, home colouring/cutting or removal before we assess. Evidence of aftercare compliance is required for extensions and colour services.
Refunds: We do not offer refunds for completed services. If a service outcome falls below professional standards, we will correct it.
Change of mind: A change of preference after an agreed service is not a fault and is not eligible for refund.
Retail products: Unopened products may be exchanged within 14 days with receipt. Opened products are non‑returnable for hygiene reasons unless faulty.

6) Children, Guests & Accessibility

Safety first: For insurance and safety, please avoid bringing children to colour/extension appointments. If essential, a supervising adult must attend; for safety children are not permitted to sit at the dressouts.
Guests: One guest maximum; they cannot enter staff areas, (behind reception, kitchen and coffee area).
Accessibility: If you have access needs, please tell us when booking so we can accommodate.

7) Hygiene, Conduct & Right to Refuse

Professional environment: We maintain strict hygiene and expect our clients to respect this.
Abuse zero‑tolerance: We reserve the right to refuse or stop service for aggressive behavior, abuse to staff, harassment or client intoxication. Service charge still applies.
Photography consent: We may take hair photos/videos for records/marketing. Tell us if you do not consent and we will respect this.

8) Data, Privacy & Communications

Booking data: We store contact details and service history to manage bookings and aftercare.
Reminders & updates: By booking, you consent to appointment reminders via SMS/email. You can opt out of marketing at any time.
Privacy policy: See our separate Privacy Notice (GDPR UK) for full details.

9) Feedback, Complaints & Escalation (Straightforward Process)

If something’s off, we want to know—fast.

Tell us within 48 hours of your appointment (phone/email/DM). Include your name, date/time, service, and photos in natural light.
We’ll acknowledge within 1 working day and invite you back for an assessment within 7 days.
We’ll agree a plan: adjustment, maintenance advice, or explanation if the result matches the agreed brief/limitations explained at consultation.
If unresolved, ask for management review. We aim to conclude within 7 working days.
Where appropriate, we may offer a complimentary adjustment (no cash refunds for completed services).

Important: Do not have the work altered elsewhere before we assess—this voids any redo/guarantee. Extensions must show evidence of aftercare and maintenance visits.

10) Gift Vouchers & Promotions

Vouchers: Valid for 12 months from purchase unless stated. Lost vouchers cannot be replaced.
Promotions: Not combinable unless stated. Subject to stylist availability.

11) Pricing, Stylists & Changes

Tiered pricing: Prices vary by stylist level.
Service changes on the day: If you change the service, the charge will reflect time and products actually used.
Team changes: We may reassign you to another suitably skilled stylist if needed.

12) Liability & Damage

We are insured and operate to professional standards. We are not liable for damage resulting from:
- Withholding hair history/medical information
- Not following aftercare/maintenance
- Third‑party services after your visit
- DIY colour/chemical processes

13) Force Majeure

Events outside our control (e.g., power cuts, illness, extreme weather) may force us to reschedule. Deposits remain transferable.

14) Contact

Salon: CBHB&co Hair Salon
Phone/Email: 01452 864070 · hello@cbhairandbeauty.co.uk
Address: 8 Glenville Parade, Hucclecote, Gloucester, GL3 3ES

A final word

We care about your hair as much as you do. Clear policies keep everything fair and professional. If you need clarity before you book—ask. We will be happy to help.

Legal note: These terms reflect UK consumer standards in plain English. They are business policies, not legal advice. For disputes outside our process, clients may seek advice from Citizens Advice or relevant ADR services.