Salon Policies

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We value our customers – to ensure we can meet demand and avoid missed appointments, please be advised that we require a deposit on ALL new bookings. Prior to each appointment, careful time and preparation is often needed by our team, in order to deliver the best possible service. We take your appointment as a verbal contract and it is reserved especially for you.

Cancellation Policy

We value our customers and your appointments are very important to us. Prior to each appointment, careful time and preparation are often needed by our team to deliver the best possible service. 

Please understand that when you fail to arrive for your appointment or cancel without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. For this reason, we respectfully ask that if you are unable to attend your appointment, or need to reschedule, please be kind enough to let us know 48 hours beforehand.

If you fail to give the required notice you will lose your deposit or will be asked to pay 50% of the appointment value.

Colour Policy

An allergy alert (AAT) test is required before all hair colouring services to allow us to check for sensitivity and reactions to the hair colouring products that we use. We offer free Allergy Alert Tests (also known as skin testing and patch testing) in our salons.  You will need to make an appointment to attend the salon at least 48 hours before your hair colour service for your test. 

Read more here

How To Leave a Gratuity

Our team always aim to go above and beyond to deliver a top quality service and ensure you have a relaxing time during your visit. We never expect any gratuities from our clients, but sometimes people ask us how to leave a tip for their stylist.

As we move to an increasingly cashless society this becomes more tricky, which is why we’ve introduced EASY TIP.

All the tips go directly to selected members of staff and you can also leave a rating on the service you received. No app required, just point your phone camera on the QR code you will see in our salon.

Complaints Procedure

Hair Lab endeavour to provide a top-quality service to all our clients every time they visit. If you have not been fully satisfied with the service you have received then please get in touch. We treat all complaints seriously and will strive for a positive outcome.

Complaints need to made within 48 hours of your original appointment. If it is agreed that a further appointment is needed then this must be taken within 2 weeks of the complaint unless we are unable to accommodate at which point, we will extend the time frame.

Please note that a complaint does not automatically result in a full refund. We will always try again to achieve your desired look.

For any queries you may have regarding this please to not hesitate to call us on 01256 700 670  (Basingstoke) or 01483 957047 (Woking) where a member of our management team will be happy to answer any questions you may have.