Cancellation Policy

We will do our best not to cancel or re-arrange appointments and to run on time and we really appreciate our clients doing the same.   However, we do understand that clients sometimes need to change or cancel their appointments.  Due to our appointments being in such high demand we ask that our clients give us at least 48 hours’ notice.  This will enable us to attempt to refill the booking.

In instances where we do not receive the required notice for an appointment change or cancellation, we reserve the right to charge a minimum fee of £20 for Cuts & Blow-dries or £50 for Colour, Straightening & Brazilian Blowdries.  Where possible, this fee will be taken from any deposit paid, taken from the card used to book the appointment, or any card held on file from previous bookings.  The fee will need to be paid before any future appointments can be booked. 

Whilst it is difficult to fill cancelled appointments at short notice, we will endeavour to do so.  If we can refill the appointment slot the fee can be used towards your rescheduled appointment with us or, if we are not able to provide the service for any reason, will be refunded.

If you do find that you need to change or cancel your appointment, please contact the salon directly as soon as possible on 01483 481773 or email  Please do not use social media, text message or Whatsapp and do not contact your stylist to do this.


All first time Colour, Straightening, Brazilian Blowdry services, or services totalling more than £250, require a deposit of £50 to secure the appointment.  Deposit payments can be made in the salon or over the phone. 

Allergy Patch Tests:

For every client’s first colour service an allergy patch test will be required.  This needs to be applied in the salon a minimum of 48 hours prior to your appointment (please take into account that we are closed every other Sunday and bank holidays).  If you experience any irritation or reaction to the test, you must contact us immediately and we may not be able to proceed with the service.  If you arrive for your appointment without having had the patch test we will be unable to proceed with your colour service – and will reserve the right to charge a fee of £50.

Online / App Bookings:

All bookings made online or using the Sorella App require a non-refundable deposit of £2.50 for Cuts & Blow-dries and £7.50 for Colour, Straightening & Brazilian Blowdry appointments.  If we do not receive 48 hours’ notice to change or cancel the appointment, we reserve the right to charge the card used to book the appointment with a fee of £20 for Cuts & Blow-dries or £50 for Colours, Straightening & Brazilian Blowdries.

Running Late:

If you are running late we will do our best to fit you in but may not be able to provide the full service.  This is to ensure we are not running late for clients with appointments after yours.

Hair Extensions:

All Hair Extension prices and appointments are available upon an initial free consultation.

We require a deposit of either 50% of the service, or the cost of the hair (whichever is greatest) for all bookings. If the appointment involves Sorella purchasing new hair, the deposit is non-refundable for cancellations.

To change or cancel any Hair Extension appointment we ask for at least one weeks’ notice. This will enable us to attempt to refill the appointment. If we are not able to refill the original appointment slot, the deposit will not be refunded. A new deposit will be required to book the replacement appointment.

Please note that all appointments can be easily managed using our Sorella App.  Download it here: iOS or Android.

If you have any questions please contact us and we will be happy to help.

Thank you for your understanding.