Salon Policies & FAQ
Deposits Policy for Appointments
At Samantha Cusick London, we’re all about making your salon experience smooth, enjoyable, and worth every penny. We have a deposit policy in place to keep things running fairly for our talented team and to ensure everyone gets the attention they deserve.
Why? Our stylists work on a commission basis, and missed appointments—or ‘No Shows’—can have a big impact on their earnings. This policy helps us value their time and talents while giving you the necessary flexibility.
How Our Deposit Policy Works
For all colour appointments and services valued at £100 or more, we require a £50 deposit.
For extensions and keratin treatments, the deposit is £100 to secure your booking.
For services under £100, we ask for a £25 deposit.
When booking online, a 30% deposit will be collected at the time of reservation.
Your deposit will, of course, go toward your final bill during your visit—there are no hidden surprises!
Cancellations, Changes, and Refunds
We totally get it—life happens, and plans can change. That’s why we’ve made our deposit policy as flexible as possible:
Cancel or reschedule? No problem—give us at least 48 hours notice, and your deposit will be fully refunded or transferred to your new appointment.
If you’re running late or miss your appointment, our Lateness, Cancellation & No-Show Policy will apply. In some cases, deposits may be forfeited, and additional charges could apply.
Why This Policy Matters?
Your cooperation helps us maintain the high standards you love while supporting the amazing stylists who make it all possible. We’re so grateful for your understanding and continued loyalty—it’s what allows us to continue providing you with the best possible experience every time you visit.
Appointment Cancellation & No-Show Policy
We understand that life doesn’t always go to plan, but if you need to cancel your appointment, we kindly ask for at least 48 hours’ notice. This gives us enough time to offer your spot to someone else and keep things running smoothly.
Your deposit may be forfeited if you don’t give us the required notice. For appointments made online, via email, over the phone, or in person, failure to cancel within 48 hours may also result in us charging the outstanding balance to your preferred payment method.
What Happens If You Miss Your Appointment?
If you don’t show up for your appointment:
Your deposit will be forfeited.
A new deposit will be required to book your next visit.
Miss three appointments in a row without contacting us? You may no longer be able to book with us in the future.
For appointments missed without notice, whether booked online, by email, over the phone, or in person, we may charge the outstanding balance to the payment method on file.
Cancellations After the 48-Hour Window
If you cancel after the 48-hour notice period has passed:
Your deposit will be non-refundable.
A cancellation fee may be applied, and we reserve the right to charge the remaining balance for the appointment (but never more than the total cost of the booked service).
If the cancellation is on our side—for example if your stylist needs to cancel your appointment:
We’ll refund your deposit in full.
The deposit will remain unchanged if only part of your booking is affected.
Why This Policy Matters?
Last-minute cancellations or missed appointments are tricky for everyone—they make it hard for us to fill the spot and affect our team’s schedules. This policy helps us ensure fairness for our dedicated stylists and clients who may be waiting for an appointment.
Thank you for your understanding and cooperation. We appreciate your support in keeping everything running smoothly and ensuring we can deliver the exceptional service you know and love.
Lateness Policy
We get it—sometimes things don’t go as planned. If you think you might be running late for your appointment, please call us at 0207 221 2227 as soon as you can.
Our team carefully schedules enough time for every service to ensure you get the best possible experience. However, when clients arrive late, it can throw off the day’s flow and impact others.
Here’s what happens if you’re late:
If you’re more than 10 minutes late, we may need to reschedule your appointment for another day to ensure everyone’s services stay on track.
Unfortunately, your deposit may be forfeited in these cases.
The salon also reserves the right to charge the outstanding balance using your preferred payment method.
Why This Policy Matters?
This policy is about keeping things fair and smooth for everyone. When appointments run on time, every client gets the attention and care they deserve—and we know that’s exactly what you’d expect from us.
Thank you for understanding and helping us ensure a seamless experience for all our valued clients.
Service Satisfaction Guarantee
At Samantha Cusick London, your satisfaction is our top priority. We’re committed to ensuring you leave our salon confident and happy with your look. If, for any reason, you’re not entirely satisfied with your service, we encourage you to contact us within seven days of your appointment.
We believe in quickly addressing and resolving any concerns because your trust means everything to us. That’s why we’re here to make adjustments where necessary—your happiness is at the heart of what we do.
What Our Guarantee Covers
Our guarantee is designed to ensure your experience meets your expectations. It covers:
Adjustments to your hair colour, cut, or treatment if it does not align with the agreed-upon consultation and service plan.
Corrections are needed due to a genuine oversight during your service.
What Our Guarantee Does Not Cover
To protect the integrity of our services, there are a few limitations to our guarantee:
Changes of mind: If you’ve decided the colour, cut, or style isn’t for you after leaving the salon, regular charges will apply for any additional services or changes requested.
Alterations by a third party: The guarantee becomes void if another stylist or individual has altered your hair after your appointment.
DIY attempts: Any changes you’ve made yourself, such as box dyes, cutting, or styling adjustments, also void this guarantee.
Timing matters: Concerns raised after the seven-day window will not be covered under our satisfaction guarantee, and regular service fees will apply for additional adjustments.
How to Reach Us
If you have concerns, please contact us within seven days at 0207 221 2227 or hello@samanthacusicklondon.com. We’ll gladly discuss your feedback and book you for a complimentary consultation or adjustment, if applicable.
Why This Policy Matters?
This policy allows us to maintain the high standards you expect while ensuring fairness for our team and clients. It safeguards the salon from unnecessary risk and guarantees that concerns are handled professionally and promptly.
Thank you for trusting Samantha Cusick London. We’re here to ensure you love your hair and feel amazing whenever you leave our salon!
Skin Sensitivity Testing
At Samantha Cusick London, your safety and well-being are always our top priorities. We want every visit to our salon to be a positive experience, and a big part of that is ensuring your health is never compromised. That’s why we follow strict guidelines and regulations from our colour product manufacturers, including the requirement for a skin sensitivity test before any colour service.
Why a Skin Sensitivity Test is Essential
We know you trust us with your hair—and we take that trust seriously. A skin sensitivity test helps us confirm that your skin won’t react negatively to our products. Although severe reactions are incredibly rare, they can happen and could lead to serious health risks. Completing this quick and simple test ensures your safety while giving you peace of mind.
When You’ll Need a Skin Sensitivity Test
You’ll need to complete a skin sensitivity test 48 hours before your appointment if:
You’re a new client: If this is your first time having a colour service with us, a skin test is required before we can proceed.
You’re a returning client: If it’s been more than six months since your last colour service with us, we’ll need you to repeat the test.
What Happens If You Don’t Complete the Test?
We understand that life can get busy, but if you don’t complete your skin sensitivity test before your appointment, here’s what you need to know:
Your appointment will need to be cancelled. Unfortunately, we can’t perform a colour service without this test.
Your deposit will be forfeited. This is because we’ve reserved time specifically for you, and we need to cover the cost of your missed appointment.
Outstanding balances may be charged. The salon reserves the right to charge the remaining balance for the scheduled service using your chosen payment method.
Options for Completing Your Patch Test
We want to make completing your patch test easy and convenient. Here are two options to choose from:
In-Salon Visit
Drop by any of our three locations, and one of our professionals will perform your patch test for you. It’s quick and simple, and it ensures your comfort and safety before your hair colour service.
2. Postable Patch Test Kit
Prefer to do it at home? No problem! We can send you a Postable Patch Test Kit so you can complete the test at your convenience. Visit the link below to order your kit:
Why This Policy Matters?
This policy isn’t just about following the rules—it’s about putting your safety first. We never want to take risks with your health, and we appreciate your cooperation in helping us provide a safe and enjoyable experience for everyone.
By completing your skin sensitivity test, you’re helping us maintain the high standards of care and professionalism you’ve come to expect from Samantha Cusick London.
Thank you for understanding and supporting this essential policy—we can’t wait to have you in the salon!
Hair Colouring During Pregnancy
We know how important it is to feel your best during pregnancy, including keeping your hair looking fabulous. While it’s generally considered safe to colour or bleach your hair during pregnancy, we want to ensure you have all the information you need to feel confident in your decisions.
What the NHS Says
According to NHS guidelines, the chemicals in most permanent and semi-permanent hair dyes, including those with bleaching agents, are not highly toxic. Research is limited, but evidence suggests that hair colouring is usually safe during pregnancy.
Our Policy
Many expectant mothers prefer to wait until after the first 12 weeks of pregnancy to have their hair coloured. This cautious approach aligns with the lower risk period for potential harm to the baby. At Samantha Cusick London, we fully support this and have a policy in place:
No colour services will be performed during the first trimester of pregnancy.
If you’d like to proceed with a colour service after the first trimester, we’ll work with you to ensure the process is safe and comfortable.
For Extra Peace of Mind
We recommend consulting your healthcare provider or doctor before booking a colour service. They can provide advice tailored to your pregnancy journey and help you feel confident in your decision. Your safety and peace of mind are our top priorities.
For more information, visit the official NHS website: Is it safe to dye hair during pregnancy?
Brazilian Blowdry | Keratin Blowdry
While Brazilian blowdry and keratin treatments are amazing for sleek, frizz-free hair, they aren’t suitable for everyone, particularly during pregnancy or for children under 18.
Why These Treatments Aren’t Recommended
During Pregnancy: Some chemicals in these treatments may be absorbed through the scalp, posing a potential risk. We recommend erring on the side of caution and avoiding these services while pregnant.
For Children Under 18: Younger scalps and hair are more sensitive to the chemicals and heat used in these treatments. To ensure safety and avoid unwanted reactions, we don’t offer these services to clients under 18.
Our Commitment to Your Safety
If you’re pregnant or considering a treatment for a young person, we recommend consulting with a healthcare professional before booking. This ensures you can make an informed decision based on the latest advice and your circumstances.
At Samantha Cusick London, we support you at every stage of life, providing services prioritising your health and well-being. If you have any questions or concerns, please get in touch with our team—we’re always happy to help!
Wedding Trial Services
At Samantha Cusick London, we help you bring your wedding vision to life. A wedding trial is important, ensuring you feel confident and gorgeous on your special day. Below, you’ll find everything you need about our wedding trial services.
What is a Wedding Trial?
Think of your wedding trial as a sneak peek of your day look. During this session, you’ll try out the hairstyle you’ve dreamed of, refine the details, and collaborate with our stylists to ensure every strand is right.
This trial is all about:
Visualising your dream look: See how your hairstyle complements your overall vision.
Collaborating with our team: We’ll explore ideas and fine-tune the style to perfection.
Reducing stress: By trialling your look in advance, your wedding day will feel seamless and stress-free.
Payment Policy
Your wedding trial is a professional service involving our stylists’ time, skill, and resources. Because of this, payment is required for the trial, regardless of the outcome.
The fee reflects the:
Expertise and time of our stylists.
The personalised attention you’ll receive during the trial.
Opportunity to assess compatibility and ensure we meet your expectations.
Whether you decide to proceed with us for your wedding day or not, the trial fee is a standalone charge for the service provided.
Non-Refundable Fee
The wedding trial fee is non-refundable. This policy ensures fairness to our team, as the trial involves careful preparation, consultation, and dedicated time to understand and craft your desired look.
Choosing the right stylist is a big decision, and the trial is designed to help you feel confident in your choice. The fee represents the value of the personalised care and professional advice you’ll receive, regardless of your final decision.
Booking and Cancellation
We recommend booking your wedding trial to secure your preferred date and stylist.
Rescheduling or cancelling: Please provide at least 48 hours’ notice if you need to change your booking.
Late cancellations: Cancellations with less than 48 hours’ notice may incur a cancellation fee.
Making Your Final Decision
The wedding trial is your chance to decide if we fit your special day perfectly. While you’re not obligated to book us after the trial, we aim to leave you feeling confident in our ability to bring your vision to life.
We’re Here for You
We aim to make this experience enjoyable, stress-free, and all about you. We’re so excited to be a part of your wedding journey, and our team is ready to provide an exceptional trial experience.
If you have any questions or want to book your wedding trial, please reach out at hello@samanthacusicklondon.com.
Gift Vouchers Terms & Conditions
At Samantha Cusick London, we want to make it easy and enjoyable for you to treat someone special with our gift vouchers. Below are the key details you need to know about using them:
Validity & Usage
Validity Period: Gift vouchers are valid for 12 months from the date of purchase. Please use them before they expire, as they can’t be redeemed after this period.
Protect Your Voucher: Gift vouchers are like cash—they can’t be replaced if lost, stolen, or damaged. It’s up to the holder to keep them safe.
No Cash Value: Vouchers are non-refundable and can’t be exchanged for cash or other voucher denominations.
Spending More or Less:
You can cover the balance with a credit card or cash if your purchase exceeds the voucher’s value.
If your purchase is less than the voucher’s value, the remaining balance will stay on the voucher for future use. (No change is given for unused amounts.)
Combining Vouchers & Promotions
5. Exclusive Offers: Gift vouchers cannot be used in conjunction with promotions, discounts, loyalty cards, or special offers.
6. Using Multiple Vouchers: You can use multiple vouchers for a single transaction.
Ownership & Redemption
7. Non-Transferable: Vouchers are meant for the named recipient or intended gift recipient and can’t be transferred or sold without our consent.
Selling vouchers online without our explicit permission is strictly prohibited.
8. In-Person Redemption Only: Vouchers can only be redeemed 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
9. No Online Use: Vouchers can’t be redeemed through online orders, postal submissions, or phone calls.
10. Reservations Required: Appointments may be necessary to redeem your voucher. Be sure to check our booking policies and secure your spot in advance.
Additional Details
11. Partial Use: You don’t have to spend it all at once! Any unused balance will stay on your voucher for future use within the validity period.
12. Expiry Awareness: Remember to check the expiration date—you must use the voucher before it expires.
13. Non-Refundable: Purchases of gift vouchers are final and non-refundable unless required by applicable law.
14. Contact Us: Have questions or need help? Reach out to us at:
0207 221 2227
15. Policy Updates: We reserve the right to update or change these terms and conditions at any time. Changes will be communicated via our official channels
Thank you for choosing Samantha Cusick London for your gifting needs. We can’t wait to welcome you or your loved ones into one of our salons!
Plus Ones
We totally get that sometimes you might want to bring someone along for your salon visit—whether it’s for moral support or to share the experience! Please let our front-of-house team know in advance if you’d like to bring a companion. As a cosy boutique salon with limited relaxation space, a heads-up helps us make sure we can accommodate you and your guests comfortably.
Are You Bringing Your Furry Friend?
We’re proud to be a dog-friendly salon and love welcoming your four-legged companions. If you’re planning to bring your furry friend, here’s what we ask:
They should be fully house-trained, vaccinated, and friendly with both people and other dogs.
While we provide doggy bowls, feel free to bring your own for comfort.
We want your visit (and your pet’s) to be as relaxed and enjoyable as possible!
Consultations
At Samantha Cusick London, we’re committed to helping you achieve your dream hair. A consultation might be necessary to ensure we provide the right service to meet your goals.
Complimentary consultations are available at the end of each day.
If you need a specific time slot during the day, consultations are chargeable at £30.
Whether it’s colour, cut, or treatment, our consultations are designed to give you all the guidance and advice you need to feel confident in your choices.
Appointments with a Graduate Colourist & Stylist
Our Graduate Colourists are incredibly talented but still gaining experience. While appointments with them might take a little longer and results can vary slightly, they’re a fantastic option if you’re flexible or want to support the next generation of stylists.
If you have a specific vision or more detailed requirements, we recommend booking with one of our experienced team members to ensure we meet your expectations perfectly.
Personal Belongings
We understand the importance of your items and take every precaution to protect them. However, please note:
We cannot accept responsibility for any loss or damage to personal belongings, including clothing, while you’re at the salon.
We recommend avoiding high necklines or collars to protect your clothing and wearing suitable attire, particularly for colour treatments.
Tip: If you’re having a colouring service, we highly recommend not wearing expensive or delicate clothing to avoid any potential disappointment.
Extra Long or Thick Hair (or Haven’t Visited in Over 3 Months?)
If your hair is extra long or thick, or it’s been more than three months since your last visit, please let us know when booking your appointment. This allows us to schedule enough time to give your hair the attention it deserves.
If extra time is needed but hasn’t been pre-arranged, we may need to reschedule your appointment. Any deposit paid will be forfeited, and the salon may charge the remaining balance using your designated payment method.
Additional charges: £30-£50 per service may apply to account for the extended time and extra product required.
We’re here to ensure you leave the salon with a look you love, so extra planning goes a long way in achieving the perfect result!
Child Policy
To ensure a relaxing and enjoyable environment for all clients:
An adult must accompany children under 12 years of age at all times.
Children cannot be seated at styling stations or roam unsupervised within the salon for safety reasons.
We appreciate your understanding in helping us maintain a calm and safe atmosphere.
Service Timing & Adjustments
Our team strives to deliver the best results. If additional time or product is required to achieve your desired look (e.g., for colour corrections or significant changes):
Additional charges may apply.
These will always be discussed with you before proceeding.
Your satisfaction is our priority, but clarity on potential adjustments ensures no surprises.
Maintenance Recommendations
For optimal results, we recommend following the maintenance instructions provided by your stylist. If the guidelines aren’t followed (e.g., for aftercare products or timelines for root touch-ups), we can’t guarantee the longevity of your results.
Photography & Media
To inspire others and showcase our work:
We may take photographs of your hair before and after your service with your permission.
Images may be shared on our social media channels or website.
If you’re not comfortable, just let us know!
Operational Fee Policy
At Samantha Cusick London, we deliver exceptional service and results you’ll love. To keep providing the quality you expect (and deserve!) while balancing rising costs, we’ve introduced a £4.50 Operational Fee. This fee is added to all bills and helps cover the professional products, tools, and materials we use during your appointment to achieve your dream hair.
We chose this approach because it feels fairer and more transparent than simply raising our prices across the board—and we think you’ll agree.
Why We Use an Operational Fee-
Businesses are getting pricier, and we want to handle these changes thoughtfully. Instead of a general price increase, this fee focuses specifically on the consumables we use. That way, any cost increases in materials are reflected here—not in an across-the-board hike.
Here’s how this benefits everyone
We can respond quickly to changes. Rising costs happen fast, allowing us to adjust without waiting for annual price reviews.
It’s fair for everyone. You only pay for the materials used during your appointment—not for someone else’s balayage or blow dry.
It keeps us strong. By managing costs this way, we can continue to deliver the exceptional service you expect while staying sustainable as a business.
How It Benefits You
We’ve considered you every step in making this decision because your experience matters most.
It’s fair and transparent. You’re only covering 50% of the cost of consumables—the rest is on us. We want you to feel confident that your pay is reasonable and goes directly toward your service.
No sneaky price jumps. The Operational Fee means we’re not raising prices across all services because costs are rising elsewhere. You pay for what you use and nothing more.
Quality stays top-notch. This fee allows us to use the best products and tools without cutting corners. It’s how we ensure you always walk out feeling like the best version of yourself.
We believe this is the most honest and client-focused way to manage rising costs while keeping your experience—and your trust—at the centre of everything we do.
Right to Refuse Service
We reserve the right to refuse service to clients who:
Exhibit disruptive or inappropriate behaviour.
Repeatedly fail to show up for appointments or adhere to our policies.
Thank You
Thank you for taking the time to read through our Terms & Conditions. At Samantha Cusick London, your trust means the world to us, and we can’t wait to provide you with exceptional service and an experience you’ll love.
We may update these terms occasionally, so please check for changes. If you have any questions or need more information about our policies, don’t hesitate to contact us—we’re always here to help!
Your satisfaction and comfort are our top priorities, and we genuinely appreciate your support in making our salon a welcoming, relaxing space for everyone. We look forward to seeing you soon!