Cancellation Policy

We understand that clients sometimes need to change or cancel their appointments.  However, due to our appointments being in such high demand we ask that our clients give us at least 48 hours’ notice for any colour, straightening or hair extension appointments and 24 hours’ notice for everything else.  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 fee of 50% of the service(s) booked.  This fee will need to be paid before any further appointments can be made.

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 or contact your stylist directly to do this.


Certain services that require longer appointments or busy times of year (such as December) may attract a 50% deposit to secure the booking.  Deposit payments can be made in the salon or over the phone.  For these services we ask for a minimum of 48 hours’ notice to change or cancel your booking.  In the event that we do not receive the required notice the deposit will not be refunded.  You will be informed when booking your appointment if your service requires a deposit.

Patch Tests:

For every client’s first colour service a 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 on Sundays and Mondays).  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 equal to 50% of the service booked.

Online / App Bookings:

All bookings made online or using the Sorella App require a non-refundable deposit of no more than £1.50.  However, any change or cancellation giving less than the required 24 hours’ notice will also attract a fee of 50% of the service and this will be taken from the credit or debit card provided upon booking.

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.