HAIR BY LOIS · VERSION 2026-10-24-v1
Cancellation policy & booking terms
Your appointment is time reserved just for you. Please give Lois as much notice as possible if you need to cancel.
These are the standard cancellation charge bands, not automatic penalties. Any charge will be limited to the salon's reasonable, actual loss caused by the cancellation. Lois will take reasonable steps to refill the appointment and reduce the charge for replacement bookings, costs saved or other loss avoided. You will never be charged twice for the same loss. Your statutory rights take priority.
Giving notice
Notice is measured in elapsed hours before the appointment start time, using UK local appointment times. Exactly 72 hours' notice qualifies for a full refund; exactly 48 hours falls within the 50% band. Cancel through your client portal, call 07584 099481, or email hello@hairbylois.co.uk. For email or portal cancellations, notice is measured from when your message reaches the salon, not when it is read. An acknowledgement will be provided; contact Lois if you are unsure it arrived.
Prices, booking fees and refunds
The percentage is based on the total service price agreed when booking, not an extra charge on top of it. Advance payments already received count towards any amount due; any excess is refunded. A free consultation has a £0 service price. A payment towards a separate future treatment must be identified as such. Refunds are arranged without undue delay and within any applicable legal deadline. The website does not automatically take cancellation charges or send bank refunds.
Your appointment and changes
Check your service, appointment time and agreed price before confirming. Any change to the service or price must be agreed with you. Contact Lois to rearrange within 72 hours of the original appointment; moving an appointment does not automatically remove any reasonable loss arising from the original cancellation. Illness, emergencies and individual circumstances can be discussed with Lois before any charge is decided.
Online and telephone bookings: legal cancellation rights
Where the Consumer Contracts Regulations apply, you may cancel a service contract within 14 days after the day the contract is made. These legal rights override the standard charge bands. If you expressly request that the service starts during that period and then cancel before it is complete, only a lawful proportionate amount for services actually supplied may be payable. You lose that cancellation right only once the service has been fully performed, after your express request and acknowledgement of that consequence. Booking a near-term appointment does not by itself waive these rights.
How to exercise a legal right to cancel
Tell Lois clearly by email, phone or the client portal that you wish to cancel. You may use this wording: 'I give notice that I cancel my booking for [service], booked on [date], for an appointment on [date and time]. My name is [name] and my contact details are [details].' You do not have to use this wording. For a statutory cancellation, any refund due will be made within 14 days after notice, using the original payment method unless you agree otherwise, without a refund fee.
If the salon cancels
If Lois cancels and you do not agree to a replacement appointment, any advance payment for the cancelled service will be refunded in full. This does not limit any other rights you may have.
Acknowledgement for each booking
You must read and acknowledge these terms for each new appointment or online rescheduling. The policy version, acknowledgement time and booked service details are recorded with the appointment. Where staff make a booking, they record that the client has been given and accepted the terms. New terms are not applied retrospectively to earlier bookings without agreement.
Effective 24 October 2026. Hair by Lois, 36 De Havilland Gardens, Bury, Ramsey, PE26 2SD. 07584 099481 · hello@hairbylois.co.uk