OUR CLIENT POLICIES
Salon Cancellation Policy
Cancellations or changes made more than 48 hours before your appointment are completely free. If you cancel, reschedule, reduce, or make any changes within 48 hours of your appointment, a 50% charge of the booked appointment value will be applied using the card on file. Same day (within 24 hours) cancellations or missed appointments without notice will be charged at 100% of the booked appointment value, as your appointment time is reserved exclusively for you and is unlikely to be filled at short notice, resulting in a genuine loss to the salon. If you arrive late, we will always do our best to accommodate you, however your appointment may need to be adjusted to avoid impacting the next client and the full appointment value will still apply. By booking with Lacuna Ro, you confirm you understand and agree to this policy, which is clearly communicated in advance and reflects a fair and proportionate charge for reserved time in line with UK consumer regulations.
Services Refund and Hair Correction Policy
At Lacuna Ro, our aim is to deliver an exceptional client experience and maintain the highest standards across every service. If you have any questions or feedback following your appointment, we kindly ask that you contact us within 7 days on our Contact us page so we can support you.
We will always offer the opportunity to return to the salon for a full consultation and assessment of your hair. If, following this review, we agree that the result does not reflect the agreed service or expected standard, we will provide a complimentary adjustment or corrective service where appropriate.
Due to the nature of hair services, refunds are not offered on completed services. Our priority is always to resolve any concerns through professional assessment and correction, ensuring you leave feeling confident and happy with your hair.
Allergy Alert Test Policy (ColourStart)
At Lacuna Ro, your safety and comfort are our priority. We use ColourStart to support a modern and reliable approach to allergy alert testing for all colour services.
Before your appointment, you will be asked to complete a consultation to determine whether ColourStart is required. Consultation questions will also be reviewed at every colour appointment to ensure nothing has changed.
If required, ColourStart must be completed at home ahead of your appointment, following the instructions provided. The patch should be applied at least 4–5 days before your colour service and worn for a minimum of 48 hours. After removal, the area should continue to be monitored for any signs of reaction before your appointment.
Provided there are no changes to your health, medication, or previous colour history, your ColourStart result may remain valid for future appointments, supported by ongoing consultation and screening. If any changes occur, a new test may be required to ensure your safety.
Colour services cannot be carried out without a valid ColourStart result where required. More information about ColourStart can be found here.
Fringe Trim Policy
We understand that fringes can quickly grow out and lose their shape, so we offer one complimentary fringe trim between appointments. This can be redeemed within 5 weeks of your previous cut and finish service.
Fringe trims are available for existing clients only and must be booked in advance to ensure availability. Where possible, we recommend booking with the stylist who completed your original cut, as we can only maintain fringes that were created as part of your previous service.
Product Refund Policy
If you change your mind about a product purchased from Lacuna Ro, we may offer an exchange or replacement within 7 days of purchase. This is subject to minimal usage, correct use in line with product guidance, and at our discretion.
If a product is found to be faulty within 30 days of purchase, we will offer a replacement or a full refund. Proof of purchase is required for all returns, exchanges, or refunds.