Our Salon Policies

Salon Cancellation Policy

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At Aura London we strive to provide exceptional service and ensure that all of our clients have the best experience possible. To maintain this high standard and respect the time of both our clients and staff, we have implemented a cancellation policy to ensure excellent customer service and satisfaction is achieved. This policy helps us manage our schedule effectively and accommodate clients who may be waiting for an appointment.

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Cancellation Policy

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Notice Period for Cancellations:

• We require a minimum of 48 hours notice for any cancellations or rescheduling of appointments. This allows us the opportunity to fill the appointment slot and accommodate other clients. It also enables to cover the loss of earning and cost incurred for the appointment to be missed. 

 

Late Cancellations and No-Shows:

• Cancellations made with less than 24 hours notice will be subject to a 50% cancellation fee or the deposit they paid up front.

• Clients who do not show up for their scheduled appointment without any notice will be charged as above.

• Cancellations made between 24 and 48 hours notice will be subject to a 30% cancellation fee.

 

Late Arrivals:

• If you arrive late for your appointment, we will do our best to accommodate you. However, please be aware that your appointment may need to be shortened or rescheduled to avoid delaying the next client. Full service fees may still apply.

 

Appointment Confirmation:

• We will send a reminder via text message 2 days before and email 4 days before your appointment. You may also wish to check our most up to date prices as these can fluctuate in relation to our costs to deliver services and treatments. 

 

Emergency Situations:

• We understand that emergencies happen. If you need to cancel or reschedule your appointment due to an emergency, please contact us as soon as possible. We will do our best to accommodate your situation without applying the cancellation fee. But this is at the discretion of the business and does not conflict with the cancellation policy. With notice your deposit and appointment may be rescheduled to another time. 

 

Repeat No-Shows or Late Cancellations:

• Clients who frequently cancel appointments with less than 24 hours notice or do not show up for appointments may be required to pre-pay for future services.

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How to Cancel or Reschedule:

 

• To cancel or reschedule an appointment, please contact us directly at 02080148315 or info@aurahairlondon.com. You can also use our online booking system if you booked that way as long as it's before the 48 hour notice period.

We appreciate your understanding and cooperation with our cancellation policy. This helps us ensure that all our clients receive the highest quality service and that our team can manage their schedules efficiently.

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Salon Skin Test Policy

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At Aura London, your safety and satisfaction are our top priorities. To ensure the best results and minimise the risk of allergic reactions, we have implemented a mandatory skin test policy for certain treatments and services. This policy helps us to ensure that all products used are compatible with your skin and hair, providing you with the highest level of care.

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Skin Test Policy

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Who Needs a Skin Test:

• A skin test is required for all new clients receiving colour treatments, chemical treatments (such as perms or relaxers), and any other services involving potential allergens.

• Existing clients must undergo a skin test if it has been more than 6 months since their last test or if they are trying a new product or treatment.

 

When to Schedule a Skin Test:

• The skin test must be conducted at least 48 hours before your scheduled treatment. This allows adequate time to observe any adverse reactions. In line with our manufacturer and insurance policies. 

 

How the Skin Test is Conducted:

• During the skin test, a small amount of the product will be applied to a discrete area of your skin, usually behind the ear or on the inner forearm.

• You will be advised to leave the test area untouched and dry for 48 hours to monitor for any signs of irritation, redness, swelling, or other adverse reactions.

 

Booking a Skin Test:

• Please contact us to book your skin test/consultation appointment at least 48 hours before your desired treatment date. You can reach us at 02080148315 or info@aurahairlondon.com, or book online through our website for a consultation.

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Results of the Skin Test:

• If you experience any discomfort or adverse reactions during the 48-hour period, please contact us immediately. Depending on the reaction, we may need to adjust your treatment plan or suggest alternative products.

• If no reaction occurs, you are cleared to proceed with your scheduled treatment.

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Client Responsibility:

• It is the client’s responsibility to inform us of any known allergies, sensitivities, or previous adverse reactions to hair and skin products before undergoing any treatment.

• Failure to undergo the required skin test will result in the rescheduling of your treatment to a later date. Fees may still apply 

 

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Why Skin Tests Are Important:

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• Safety First: Skin tests help us identify any potential allergic reactions to the products used, ensuring your safety and well-being.

• Optimal Results: By confirming product compatibility, we can provide you with the best possible results for your treatment.

• Peace of Mind: Knowing that a product is safe for your skin allows you to relax and enjoy your salon experience.​

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We appreciate your cooperation and understanding of our skin test policy. This small step helps us maintain the highest standards of safety and quality in our services.

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Salon Deposit and Refund Policy

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At Aura London, we strive to provide the highest level of service and ensure a seamless experience for all our clients. To maintain the quality and reliability of our services, we have established a deposit and refund policy. This policy helps us manage our schedule effectively and ensure that we can accommodate all our clients.

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Deposit Policy

 

Deposit Requirement:

• A deposit is required for all appointments on booking. The deposit amount will be 50% of the service cost.

 

Deposit Payment:

• Deposits can be made at the time of booking either in person, over the phone, or through our online booking system. Accepted payment methods include credit card, debit card, cash.

 

Deposit Confirmation:

• Upon receipt of the deposit, you will receive a copy of your receipt if paid in person or if booked online a message with the details of your appointment and the deposit paid.

 

Deposit Forfeiture:

• We have a strict 48 hour cancellation policy in place. Deposits are non-refundable if you cancel or reschedule your appointment with less than 24 hours notice. If cancelled between 24 and 48 hours before your appointment there is a 30% forfeiture and you will receive 20% back. This helps us manage our schedule and accommodate other clients.

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Refund Policy

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Service Satisfaction:

• We strive to ensure that you are completely satisfied with our services. If you are not satisfied with your service, please let us know before leaving the salon so we can address your concerns immediately.

 

 

Refund Eligibility:

• Refunds will only be considered in the following situations:

  • If you have a medical condition that prevents you from receiving the service, and you provide a medical certificate.

  • If there was an error on our part, such as double booking or the service not being performed as requested.

• Refunds will not be issued for dissatisfaction with the service if the client did not express any concerns during the appointment.

 

Refund Process:

• To request a refund, please contact us within 24 hours of your appointment. You can reach us at 02080148315 or info@aurahairlondon.com

• Provide detailed information about the reason for the refund request, along with any supporting documentation (e.g., medical certificate).

 

Refund Method:

• Approved refunds will be processed through the original payment method used at the time of booking. Please allow 5-10 business days for the refund to be processed and appear in your account.

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Rescheduling and Cancellations

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Rescheduling:

• If you need to reschedule your appointment, please contact us at least 48 hours in advance. We will do our best to accommodate your new preferred time.

 

Cancellations:

• Cancellations made with at least 48 hours notice will result in the deposit being retained as a credit for future appointments or refunded.

• Cancellations made with less than 24 hours notice will result in the forfeiture of the deposit.

• Cancellations made less than 48 hours and more than 24 hours prior to the scheduled appointment will result in the forfeiture of 30% of the service cost.

 

 

No-Show Policy

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No-Show Penalty:

• Clients who do not show up for their scheduled appointment without any prior notice will forfeit their deposit.

 

Rebooking After No-Show:

• Clients who have missed an appointment without notice must pay a new deposit of 50% to secure a future booking.

We appreciate your understanding and cooperation with our deposit and refund policy. This helps us ensure that all our clients receive the highest quality service and that our team can manage their schedules efficiently.

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Salon Complaints Policy and Procedure

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At Aura London, we are committed to providing the highest level of service and ensuring a positive experience for all our clients. We understand that, occasionally, things may not go as expected. To address any concerns promptly and professionally, we have established a comprehensive complaints policy and procedure.

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For Clients: How to Make a Complaint

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In-Person Complaints:

• If you are dissatisfied with any aspect of your service, please speak directly with your stylist, technician, or the salon manager before leaving the salon. We will do our best to resolve the issue immediately.

 

Complaints via Phone or Email:

• If you prefer to make a complaint after leaving the salon, please contact us within 48 hours of your appointment. You can reach us at 0208148315 or info@aurahairlondon.com.

• Provide as much detail as possible, including your name, contact information, the date and time of your appointment, the service you received, and a description of the issue.

 

Online Complaints:

• You can also submit a complaint through our website using the contact form  at www.aurahairlondon.com or email at info@aurahairlondon.com. Please include the same detailed information as mentioned above.

 

Response Time:

• We aim to acknowledge all complaints within 24 hours of receipt during business hours. A thorough investigation will be conducted, and we will provide a resolution or update within 5 business days.

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Resolution:

• Possible resolutions may include a complimentary service redo, a partial or full refund, or a future discount. Our goal is to ensure your complete satisfaction and restore your confidence in our services.