Salon Policies

OUR POLICIES

Here to make sure everything runs smoothly for everyone

We want every visit to The Salon at Twenty Four to feel relaxed, welcoming and enjoyable.

Our salon policies are in place to help everything run smoothly and fairly for both our clients and our team. They protect our time, our business and your appointments, allowing us to give every client the best possible experience.

By making an appointment with The Salon at Twenty Four, you agree to the following policies.

  • All appointments require a 50% non-refundable deposit at the time of booking.

    Your deposit will be deducted from the total cost of your treatment, with the remaining balance payable at your appointment.

    Unfortunately, we are unable to secure an appointment without a deposit.

  • We completely understand that sometimes plans change.

    If you need to cancel your appointment, please give us more than 48 hours' notice. Cancellations made more than 48 hours before your appointment will receive a full refund of the deposit paid.

    Cancellations made within 48 hours of your appointment are non-refundable and your deposit will be retained as a late cancellation charge.

    We appreciate as much notice as possible so that we have the opportunity to offer the appointment to another client.

  • If you need to move your appointment, your deposit can be transferred to your new booking.

    Please give us at least 48 hours' notice wherever possible. Appointments rescheduled within 48 hours of the original appointment may be treated as a late cancellation at the salon's discretion.

  • If you are unable to attend your appointment, please let us know as soon as possible.

    Failure to attend an appointment without notice will result in a charge of 100% of the service value. Your deposit will be retained and the remaining balance charged to the card held on file.

    Repeated no-shows may result in us being unable to accept future bookings.

  • We know that occasionally delays are unavoidable, but please arrive on time for your appointment so that we can give you the full treatment experience.

    Depending on the service booked, arriving more than 15 minutes late may mean that your treatment needs to be shortened or rescheduled. The full service fee will still apply.

    If you're running late, please contact the salon as soon as you can.

  • Your safety is incredibly important to us.

    A patch test is required at least 24 hours before any colour, tint or lash lift service. Where a patch test is required, this will be clearly stated when booking online.

    It is the client's responsibility to ensure the required patch test has been completed. Our team will do their best to check this ahead of your appointment; however, we cannot guarantee that we will be able to contact every client.

    If the required patch test has not been completed, we will unfortunately be unable to carry out the treatment and your deposit will be retained. Where possible, we will help you arrange a new appointment.

  • Some of our more advanced services require a consultation before an appointment can be booked.

    Consultations are required for colour corrections, hair extensions and selected advanced treatments. This gives us the opportunity to understand what you'd like to achieve, assess suitability and provide accurate pricing and realistic expectations before going ahead.

  • Please let your therapist or stylist know about any medical conditions, medications, allergies, pregnancy or recent surgery before your appointment, as these may affect the suitability of certain treatments.

    For waxing appointments, please also tell us if you are using retinoids or active skincare products, as these can increase the risk of skin lifting.

    Any personal or medical information shared with us will be treated confidentially.

  • We want you to leave The Salon at Twenty Four feeling happy with your treatment.

    If you have any concerns about the service you've received, please contact the salon within 7 days of your appointment and speak with one of the salon owners, Kate or Georgia.

    Where there is a genuine issue with the service provided, we will arrange a complimentary adjustment where appropriate.

    A change of mind after the treatment has been completed is not considered a service issue and is therefore not covered by our redo policy.

  • Clients under the age of 18 require parental or guardian consent.

    Some treatments also have specific minimum age requirements. If you're booking an appointment for someone under 18, please contact us before booking so we can advise you on the treatments available.

  • For the comfort and safety of everyone in the salon, children under 11, including babies, may only attend the salon when they have their own appointment.

    Our working environment includes hot styling tools, chemicals and sharp equipment and is therefore not a suitable or safe environment for young children to wait during another person's appointment.

    We kindly ask that childcare is arranged before attending your appointment.

    If you arrive with a child under 11 who does not have an appointment, we may be unable to carry out your treatment. This will be treated as a late cancellation and your deposit will be retained.

    Thank you for understanding that this policy is there for the safety of your children, our clients and our team.

  • The Salon at Twenty Four has always been about creating a warm, friendly and welcoming environment. We treat our clients like family and simply ask for the same kindness and respect in return.

    Abusive, threatening or aggressive behaviour towards our team or other clients will not be tolerated and may result in the individual being asked to leave the premises and future bookings being refused.

  • We love sharing the beautiful work created by our team and may occasionally ask to take before-and-after photographs of your treatment.

    We will always ask for your permission first. There is absolutely no pressure to agree, and you are welcome to decline.

    If you do consent, you can withdraw that consent at any time.

  • Gift vouchers and treatment courses are valid for 12 months from the date of purchase.

    Both are non-refundable and cannot be transferred between clients.

    Treatment courses must be started within the validity period. Unfortunately, lost gift vouchers cannot be replaced.

A little note from us

Thank you for taking the time to read our salon policies.

They're simply here to help us look after our clients, protect the time of our team and keep The Salon at Twenty Four the relaxed and welcoming place we all love.

If you're ever unsure about a policy or have a question before booking, please get in touch with us — we're always happy to help.