TERMS & CONDITIONS

booking and cancellations

A credit or debit card is now required for all services to secure your booking. Should you need to cancel your appointment, we ask that you give us at least 48 hours notice. Please note we don’t accept cancellations via social media.

For phone / in-salon bookings

To secure your appointment, a deposit of up to £20 per booking will be charged. This deposit is deducted from your final bill.

To reschedule more than 48 hours before your appointment, you can log into your online booking account or call the salon. The deposit is then transferred to the new appointment.

To cancel more than 48 hours before your appointment, please call the salon.

Should you cancel or reschedule with less than 48 hours notice or you don’t show for your appointment, we will deduct your deposit. If you wish to rebook after this, 100% up-front payment will be required.

For online bookings

To secure your appointment, a deposit of up to 50% of the service cost will be charged. This deposit is deducted from your final bill.

To reschedule more than 48 hours before your appointment, you can log into your online booking account or call the salon. The deposit is then transferred to the new appointment.

To cancel more than 48 hours before your appointment, please call the salon.

Should you cancel or reschedule with less than 48 hours notice or you don’t show for your appointment, we will deduct your deposit. If you wish to rebook after this, 100% up-front payment will be required.

Why we charge deposits for our bookings

We keep our schedule clear to see you. Not showing means we miss out and with such short notice can’t replace your slot with someone else. That is why we kindly ask you to give us sufficient notice as a courtesy to both our stylists and other clients. We can then help you to reschedule your appointment and find a more suitable time and date.

 

In the unlikely event you’re not happy with the service received we kindly ask you to call the salon and ask to speak to the salon manager, alternatively, email us at hello@grolondon.co.uk. This has to be within a week of when you received the service; the appointment to rectify the issue has to be within two weeks of the initial appointment.

We care about our clients and believe that things can be resolved between us without the necessity of taking matters to online platforms. We always aim to make things right and make sure if something went wrong, we fix it.

Where we are not given a chance to fix the service and you’d like a partial or full refund, we kindly ask you to return in person to the salon and speak to our manager. Images via email will not be accepted as valid grounds for a refund. It’s only fair to our business and our staff that we understand and see what went wrong and learn to do better next time.

complaints procedures