Salon Policies & FAQ
Deposits Policy for Appointments
At Samantha Cusick London, we appreciate your understanding and cooperation regarding our deposit policy. Our dedicated team members operate under a commission scheme. We rely on their talents to provide exceptional service to our clients. Unfortunately, 'No Shows' to appointments significantly impact their income, which is why we have implemented this policy.
For all appointments made via phone, email, or in-person, we require a deposit of £50 for all colour appointments and services valued at £100 or more. A £100 deposit is necessary to secure your booking for extension appointments and keratin treatments.
For services valued at less than £100, we request a £25.00 deposit. For our client's convenience, when making reservations through our online booking system, a 30% deposit will be collected.
Rest assured that the deposited amount will be deducted from your final bill during your visit to the salon. We understand that plans can change; therefore, deposits are fully refundable or transferable if you provide us with a minimum of 48 hours notice for cancellations. However, please take a moment to review our lateness and, appointment cancellation & no-show policy, as deposits may be forfeited if these policies are not adhered to, and additional charges may be applied.
Thank you for your continued support and loyalty. Your cooperation with this policy helps us maintain the high-quality services you expect while supporting our valued team members.
Appointment Cancellation & No Show Policy
Please provide us with a minimum of 48 hours notice If you need to cancel your appointment. Failure to do so may result in the forfeiture of any deposits paid for services. If you have made your appointment through our online booking system, via email, over the phone, or in person, and you do not adhere to the 48-hour cancellation notice, the salon reserves the right to charge the outstanding balance through your preferred payment method.
If you fail to attend your scheduled appointment, any deposit made to secure the appointment will be forfeited, and a deposit will be required for your next booking. If you miss three consecutive appointments without contacting the salon, you may be unable to schedule future appointments. For appointments booked online, via email, over the phone or in person that is missed without notice, the salon reserves the right to charge the outstanding balance through your chosen payment method.
Cancellation of an appointment after the designated cancellation period has passed will result in the loss of the reservation fee/deposit and a cancellation fee. The salon reserves the right to charge users the remaining appointment cost, which will not exceed the total cost of the initially booked services. If the service provider cancels the entire booking unilaterally, the reservation fee/deposit will be refunded to the card used during the booking. However, if only a portion of the booking is cancelled by the service provider, the reservation/deposit fee will remain unchanged.
In cases where an appointment is not cancelled within the specified cancellation period, or if you fail to attend the appointment, the salon reserves the right to charge you the remaining appointment cost (i.e., the in-salon payment equal to the total appointment cost minus the reservation fee/deposit paid online).
This policy is in place to show consideration for our dedicated staff members and valued clients. Last-minute cancellations within 48 hours are challenging to fill, and your understanding of this policy is greatly appreciated.
Lateness Policy
If, for any reason, you anticipate being delayed in your appointment, we kindly request that you promptly notify us at 0207 221 2227.
Our team diligently allocates the appropriate time for each service to provide our clients with the best experience possible. Regrettably, accommodating late arrivals can be challenging and may disrupt other clients' schedules for the day. If you arrive late, please be aware that we cannot guarantee the completion of your scheduled services on the same day. Delays exceeding 10 minutes may necessitate rescheduling your appointment for another day. Your deposit may be forfeited, and the salon reserves the right to charge the outstanding balance through your preferred payment method.
We appreciate your understanding and cooperation in ensuring a smooth and enjoyable experience for all our valued clients.
Service Satisfaction Guarantee
Your satisfaction is our top priority at Samantha Cusick London. If, for any reason, you are not entirely satisfied with your service, please reach out to us within seven days of your appointment. We believe in promptly addressing and resolving any concerns, as we highly value your patronage. However, please note that regular charges will apply if you have changed your mind or contacted us after the 7-day period. Additionally, this guarantee becomes null and void if you have attempted to alter your hair colour or cut yourself or by a third party.
Skin Sensitivity Testing
Your safety and well-being are our top priorities at Samantha Cusick London. To ensure your protection, we strictly adhere to the guidelines and regulations set forth by the manufacturers who supply the colour products we use. One essential safety measure we employ is a skin sensitivity test, which is required for all colour services.
A skin sensitivity test must be performed 48 hours before your appointment. If you fail to complete this test, we regret that we will have no option but to cancel your appointment. Please understand that this policy is in place to safeguard your health.
Skin sensitivity tests are mandatory for two categories of clients:
1. New Clients: A skin test is obligatory if you are new to our salon and have not received colour services.
2. Returning Clients: A new skin test is necessary for existing clients without colour services with us in the last six months.
Although severe reactions are rare, they can be severe and may even lead to hospitalisation. We are committed to providing our clients with a safe and enjoyable experience and cannot compromise.
Failure to Complete Skin Sensitivity Test
If you do not comply with our request to undergo a skin sensitivity test when required, please be aware that any deposit you have submitted to secure your appointment will be forfeited. Furthermore, the salon can charge the remaining balance using your designated payment method.
Your understanding and cooperation with our skin sensitivity testing policy are greatly appreciated, as they contribute to the overall safety and well-being of everyone in our salon.
Hair Colouring During Pregnancy
According to NHS guidelines, chemicals commonly found in permanent and semi- permanent hair dyes, including those with bleaching agents, are not highly toxic. While limited research is available, most evidence suggests that colouring or bleaching your hair during pregnancy is generally safe.
Many expectant mothers choose to delay hair treatments until after the first 12 weeks of pregnancy, as this period is associated with a lower risk of potential harm to the baby from exposure to chemical substances. At Samantha Cusick London, we fully support this cautious approach, and as a policy, we do not perform any colour services on clients who are still in their first trimester.
We recommend consulting with your healthcare provider or doctor for further guidance on this matter. They can provide more specific information tailored to your circumstances and ensure that you make the best decision for your pregnancy journey. Your safety and peace of mind are our utmost concerns.
For additional information, we recommend visiting the official NHS website: https://www.nhs.uk/start-for-life/pregnancy/using-hair-dye-in-pregnancy-is-it-safe/
Wedding Trial Services Terms & Conditions
Definition and Purpose of a Wedding Trial:
A wedding trial is a preliminary appointment where you, the client, experience a mock-up of the hairstyle you're considering for your wedding day. This trial's purpose is to visualise and refine your desired look and to ensure a seamless and stress-free experience on your wedding day. It's an opportunity for the client and our stylists to collaborate, exchange ideas, and clearly understand your vision and expectations.
Payment Policy:
Please note that payment for the wedding trial service is required regardless of the outcome. The trial serves as a crucial step in the decision-making process, allowing both parties to assess compatibility and the ability to meet your expectations. It involves allocating time, expertise, and resources from our stylists. As such, the fee is for the service rendered during the trial and is not contingent on your final decision to book our services for your wedding day.
Non-Refundable Fee:
The fee for the wedding trial is non-refundable. This policy is in place because the trial involves preparation, consultation, and the dedicated time of our professional stylists, regardless of the final decision to proceed with our services for your wedding. The trial is essential to working out if we are the right fit for your special day, and the payment reflects the personalised attention and professional advice provided during this session.
Booking and Cancellation:
We request that bookings be made in advance to secure a wedding trial. Should you need to cancel or reschedule your trial, please provide us with a minimum of 48 hours notice. Cancellations made with less than the required notice may incur a cancellation fee.
Final Decision:
Choosing the right stylist for your wedding day is a significant decision. The trial session is designed to help you make an informed choice, with no obligation to book our services for your wedding if you feel we need to be the right fit. We aim to provide you with a comprehensive and enjoyable trial experience, showcasing our ability to bring your vision to life.
We appreciate your understanding and adherence to these terms and conditions. Our team is committed to providing an exceptional trial experience and looks forward to the opportunity to be part of your special day.
For any further questions or to book your wedding trial, please get in touch with us at hello@samanthacusicklondon.com
Gift Vouchers
Please acquaint yourself with the following terms and conditions governing our gift vouchers:
1. Validity Period: Vouchers remain valid for 12 months from the date of purchase. Beyond this period, they will no longer be eligible for use.
2. Security Responsibility: Vouchers are non-replaceable in loss, theft, or damage. It is the holder's responsibility to safeguard them.
3. Non-Monetary Value: Vouchers have no monetary value and cannot be refunded or exchanged for cash or other denomination vouchers.
4. Excess Purchase Value: When the intended purchase exceeds the voucher's face value, the remaining balance can be settled through credit card or cash payment. However, no change will be provided for purchases below the voucher's value.
5. Promotion Exclusivity: Vouchers cannot be combined with ongoing special promotions, discounts, coupons, or loyalty cards.
6. Ownership and Transfer: Vouchers are non-transferable and should not be sold to third parties without our consent. Such consent may be subject to specific conditions determined by us. Under no circumstances should vouchers be sold online without our explicit written permission.
7. Redemption in Person: Vouchers are exclusively redeemable in person at our salon locations:
-Samantha Cusick London, 284 Westbourne Park Road, London, W11 1EH
-Samantha Cusick London, 5 Rathbone Square, Fitzrovia, London, W1T 1EB -Samantha Cusick London, 14-17 Old Broad Street, London, EC2N 1DW
8. Non-Online Redemption: Vouchers cannot be redeemed through online transactions, postal submissions, or telephone orders.
9. Redemption Scope: Vouchers are redeemable for all products and services available at our physical store locations (Samantha Cusick London, 284 Westbourne Park Road, London, W11 1EH / Samantha Cusick London, 5 Rathbone Square, Fitzrovia, London, W1T 1EB / Samantha Cusick London, 14-17 Old Broad Street, London, EC2N 1DW).
10. Non-Transferable Usage: Gift vouchers are exclusive to the individual named on the voucher or the intended recipient and are non-transferable.
11. Partial Redemption: Vouchers can be partially redeemed, with any remaining balance carried forward for future use.
12. Expiry Awareness: Please be mindful of the voucher's expiration date, as it is the holder's responsibility to utilise it within the specified validity period.
13. Non-Combinable Vouchers: Vouchers may not be used in conjunction with each other for a single transaction unless explicitly stated.
14 Reservation Requirements: Reservations or appointments may be necessary for voucher redemption. Refer to our salon's booking policies and procedures for scheduling details.
15. Non-Refundable Purchases: Voucher purchases are non-refundable, and refunds will not be issued for voucher transactions unless applicable law requires.
16. Contact Information: For inquiries or issues related to gift vouchers, please contact our customer service team at contact@samanthacusicklondon.com or 0207 221 2227.
17. Modification Rights: We reserve the right to modify these terms and conditions at our discretion. Any updates or changes will be communicated to voucher holders through our official channels.
Plus Ones
If you require a companion to accompany you to your appointment, kindly inform our front- of-house team. As a cosy boutique salon with limited relaxation space, notifying us ahead of time allows us to accommodate your needs better if you plan to bring someone along.
Are You Bringing Your Furry Friend?
We take pride in being a dog-friendly salon and welcome your canine companions. If you decide to bring your furry friend, we request they be fully house-trained, vaccinated, and friendly with dogs and people. While we provide doggy bowls in the salon, we recommend bringing your own for your beloved pet.
Consultations
At Samantha Cusick London, we are committed to helping you achieve your desired hair goals and ensuring you adore your hair. A consultation may be necessary to ensure we can provide you with the right service. We offer complimentary consultation slots with our stylists and technicians at the end of each day. Should you need a specific time slot during the day for a consultation, please note that this is a chargeable appointment at £30.
Appointments with a Graduate Colourist & Stylist
Please be aware that a Graduate Colourist is a team member who has recently completed their training. As a result, appointments with them may take longer, and the results can vary from your specific requirements. If you have a precise vision for your hair, we recommend booking with one of our more experienced team members.
Personal Belongings
The company cannot assume liability for any loss or damage, including clothing or personal belongings you bring to the salon.
While the Samantha Cusick London team is dedicated to safeguarding your personal items and ensuring their preservation, we must emphasise that we cannot be held responsible for any loss or damage incurred to your personal possessions while on our premises. We take every conceivable precaution to shield your clothing from any colour- related mishaps. Nonetheless, we strongly recommend wearing suitable attire to minimise the risk of any potential disappointment. It is advisable to avoid high necklines and collars in particular. To enhance convenience, we provide bag hooks at every styling station. This provision is in place not only due to our dog-friendly policy but also to acknowledge that, despite our best efforts, hair colour may inadvertently make contact with the floor and transfer.
We highly recommend refraining from wearing expensive clothing when undergoing hair colouring treatments at our salon.
Extra Long & Thick Hair or Haven't Visited in Over 3 Months?
If you have exceptionally long or thick hair or have been more than three months since your last salon visit, please inform us when booking your appointment. This allows us to allocate extra time to achieve your desired look. If you notify us and our standard appointment duration is sufficient, we may need to reschedule your appointment, and any deposit paid will be forfeited; furthermore, the salon can charge the remaining balance using your designated payment method.
Please note that an additional charge is £30 - £50 per service for long or thick hair. This is due to the extended time required and the extra product used in your hair.
Operational Fee Policy
At Samantha Cusick London, we pride ourselves on delivering exceptional service and maintaining the highest standards for our clients. To continue doing so sustainably in the face of rising costs, we have introduced a £4.50 Operational Fee, which is added to all bills.
This fee covers direct consumables used during your appointment, such as professional hair products, tools, and other materials required to deliver the best possible results. We've opted for this approach to ensure transparency and fairness rather than implementing a blanket price increase across all our services.
Why We Use an Operational Fee:
With businesses' costs rapidly increasing, we believe it's more beneficial to address the specific areas impacted, like consumables, instead of applying a broad price hike. This means that any increases in the cost of materials are reflected in the Operational Fee rather than being passed on through a general percentage increase on all services.
Our decision to introduce an Operational Fee allows us to:
- Be reactive to rising costs: Rather than waiting until annual reviews or making sweeping increases, we can adjust the Operational Fee to reflect real-time changes, responding directly to rising costs while keeping our service prices stable.
- Keep pricing fair for clients: By charging based on the actual cost of consumables, we ensure that you're only contributing to the specific materials used for your treatment, not subsidising unrelated services.
- Sustain the business: In an era of fluctuating costs, this approach allows us to manage expenses effectively, keeping our business healthy without compromising the quality of service you expect.
How It Benefits You:
- Fair and transparent: We only pass 50% of the actual cost of consumables over to you, meaning we absorb the remaining half. This ensures that you only contribute a fair amount towards the products and materials used during your appointment.
- No unnecessary price hikes: By introducing the Operational Fee, we avoid applying a blanket percentage increase across all services, which would impact everyone—regardless of the consumables used during your treatment.
- Continued high-quality experience: This fee ensures we can continue offering the best products and services without compromising due to rising operational costs, allowing us to maintain the high standards you know and love.
This method is the fairest and most transparent way to manage increasing business costs while keeping the client experience at the heart of our decision-making.
Thank you
Thank you for taking the time to review and understand our Terms and Conditions. We value your trust and look forward to providing you with exceptional service and a memorable experience at Samantha Cusick London. Please note that the salon reserves the right to modify these Terms and Conditions at any time without prior notice. If you have any questions or require further clarification on our policies, please don't hesitate to contact us. Your satisfaction and comfort are our utmost priorities, and we appreciate your support in making our salon a welcoming and enjoyable destination for all our valued clients.