Our Client Policies

Salon Cancellation Policy

If you need to cancel your appointment, we respectfully request at least 24hrs notice in advance of your appointment time. Any cancellation or reschedule made with less than 24hrs, or should you otherwise fail to turn up for your appointment at the allotted time, will result in a £30 fee for each service element (or £10 for a consultation and £100 for Keratin Treatments). For example, failure to turn up for a Cut & Finish and a Colouring service will result in £60 fee being taken from your payment card, unless exceptional circumstances apply.

London Academy Cancellation Policy

If you need to cancel your appointment, we respectfully request at least 48hrs notice in advance of your appointment time. Any cancellation or reschedule made with less than 48hrs, or should you otherwise fail to turn up for your appointment at the allotted time, will result in a £10 fee for each service element. For example, failure to turn up for a Cut & Finish and a Colouring service will result in a £20 fee being taken from your payment card, unless exceptional circumstances apply.

Services Refund and Hair Correction Policy

Our aim is to provide an exceptional client experience to all our clients and to ensure we maintain the highest standards possible.

If you would like to provide us with feedback or have any questions about your appointment, please contact the salon or our client care team on our Contact us page to make us aware within 7 days of your appointment.

We will aim to arrange for you to come back to that salon within 7 days for a complimentary adjustment, full review, or assessment of your hair, by one of our experts. If after this assessment we agree the standard of the service or outcome is not what you expected, we will then provide you with a service free of charge to correct this.

Products Refund Policy

If you have changed your mind and wish to return a product that you have purchased from one of our salons, we may offer you an exchange or a replacement product within 7 days of the purchase date. This is based upon minimum usage at home, that you have followed the right usage instructions and at our absolute discretion.

Where products are proven to be faulty within 30 days of purchase, we will replace the product or provide you with a refund.

Any refund or product replacement will require proof of purchase.

Allergy Alert Test Policy

You can arrange an In Salon 48 Hour Allergy Alert Test with us by booking a Colour Consultation online or by contacting the Salon direct. By answering the consultation questions, we can determine whether it is safe to apply colour and whether an Allergy Alert Test is required. We will also ask consultation questions before every colour appointment when you arrive at the salon.

If an Allergy Alert Test is required, it must be carried out at least 48 hours before your Colourappointment and stay on your skin for 48 hours. Provided there is no change in your answers to the consultation questions, your Allergy Alert Test will be valid for 6 months.

You can find more information on Allergy Alert Testing at TONI&GUY by clicking HERE.  

Fringe Trim Policy

At TONI&GUY we fully appreciate that fringes get long and can feel annoying! That is why we offer one complimentary fringe trim in between haircuts. This fringe trim can be redeemed up to 5 weeks after your previous cut & finish service. Remember, it’s always easier to call on the day to book, to make sure your preferred stylist is available, or if you prefer walking in on the day, there may just be a short wait. We can only trim fringes that your stylist cut in, as part of your last service.