Cancellation Policy

* March 2020: Please note if you are feeling unwell or have recently returned from one of the countries affected by the recent Coronavirus outbreak and need to reschedule your appointment we will not be charging a cancellation fee at this time. Please call us as soon as possible on 01483 481773.

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 or straightening appointments and 24 hours’ notice for everything else (excluding Hair Extensions – see below).  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 hello@sorellasalon.co.uk.  Please do not use social media or contact your stylist directly to do this.

Deposits:

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.

Hair Extensions:

All Hair Extension prices and appointments are available upon an initial free consultation. To then secure any paid appointment we will require a deposit of no less than 50% of the total service booked.

If the appointment involves Sorella purchasing new hair this deposit is non-refundable for cancellations. To change an appointment we ask for at least one weeks’ notice to allow 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.

If it is a refit appointment we require one weeks’ notice to change or cancel the booking. In instances where we do not receive the required notice the deposit taken will not be refunded.

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.