Booking & Cancellation Policy
Atelier René Aubrey operates by appointment only. To protect the time reserved for each client and to maintain the considered, individual service for which the Atelier is known, the following booking and cancellation terms apply to all appointments.
By requesting, confirming or attending an appointment with Atelier René Aubrey, you agree to the terms set out below.
1. APPOINTMENT REQUESTS & CONFIRMATION
Submitting an appointment request through our website does not constitute a confirmed booking.
An appointment is confirmed only when Atelier René Aubrey has expressly accepted the requested appointment and, where a booking fee is required, that booking fee has been received.
All appointments are subject to availability.
We reserve the right to suggest an alternative service, appointment duration, date or time where we believe this is necessary to provide the service properly.
2. NEW CLIENT BOOKING FEE
All new-client appointments require a £100 booking fee, or the full value of the booked service where that service costs less than £100.
The booking fee is credited in full towards the services provided at the confirmed appointment.
The appointment is not confirmed until the required booking fee has been received.
Where a client’s final bill is less than the booking fee paid, any unused balance will be refunded or otherwise dealt with as agreed with the client.
For particularly lengthy, technical, corrective or high-value appointments, we may require an additional booking fee or advance payment. Any such requirement will be explained before the booking is confirmed.
3. CANCELLATIONS & RESCHEDULING
We ask for a minimum of 48 hours’ notice if you wish to cancel or reschedule an appointment.
Where at least 48 hours’ notice is given, any booking fee paid may be transferred to a replacement appointment or refunded where appropriate.
Where less than 48 hours’ notice is provided, Atelier René Aubrey may retain some or all of the booking fee, or make a reasonable cancellation charge, to reflect the loss caused by the cancellation, including time that cannot reasonably be rebooked.
Any cancellation charge will be proportionate and will not exceed the reasonable loss arising from the cancellation.
Where we are able to refill the appointment, this will be taken into account when determining any cancellation charge.
4. FAILURE TO ATTEND
Failure to attend a confirmed appointment without notice will be treated as a no-show.
In these circumstances, any booking fee may be retained to the extent reasonably required to compensate the salon for the lost appointment.
Clients who repeatedly cancel at short notice or fail to attend may be asked to pay for future appointments in advance before another booking is accepted.
5. LATE ARRIVALS
Please arrive in sufficient time for your appointment.
Because our appointments are carefully scheduled, arriving late may mean that there is insufficient time to provide the service originally booked.
Depending on the circumstances, we may need to shorten the service, modify it with your agreement, or reschedule the appointment.
Where reserved appointment time cannot reasonably be used or reallocated because of a client’s late arrival, an appropriate charge may apply.
6. CHANGES TO BOOKED SERVICES
Appointments are scheduled according to the services agreed at the time of booking.
Services confirmed at the time of booking cannot be changed on arrival without prior agreement from the salon.
Requests to add, remove or substantially alter a service may require different timings, products or preparation and may therefore not be possible during the reserved appointment.
Where a requested change materially affects the time required, we may ask you to book a separate or replacement appointment.
7. CONSULTATIONS & TECHNICAL SERVICES
Colour, corrective colour, major transformations and other technical services may require consultation before the service is confirmed.
Recommendations are based on the information available to us, the condition and history of the hair, and our professional assessment.
Clients should provide accurate information regarding previous colour, bleaching, chemical treatments, home colouring and other treatments that may affect the proposed service.
Where relevant information has not been disclosed, we cannot accept responsibility for consequences that could not reasonably have been anticipated.
We reserve the right to alter, postpone or decline a technical service where we reasonably believe proceeding could compromise the condition of the hair, the client’s safety or the quality of the result.
8. ALLERGY, SENSITIVITY, PATCH & STRAND TESTING
Certain services may require an allergy alert test, patch test, strand test or other preliminary assessment.
Where Atelier René Aubrey considers such testing necessary, the required test must be completed within the timeframe specified before the relevant service can proceed.
Please tell us about any allergy, sensitivity, previous reaction, scalp condition or other matter relevant to the service being requested.
If required testing has not been completed, we reserve the right to postpone or refuse the service.
9. PRICES
Prices displayed on our website are starting prices unless otherwise stated.
The final price may vary according to factors including hair length, density, condition, previous colour history, quantity of product required, complexity of the work and the time required to complete the service.
Where a material variation to the anticipated price becomes apparent, we will explain this before undertaking additional work wherever reasonably possible.
Consumer-facing prices are inclusive of VAT where applicable.
10. RESULTS & EXPECTATIONS
We will discuss the intended result and what is realistically achievable before proceeding with significant technical work.
Hair is a natural material and results may vary according to its condition, previous treatments and underlying pigment.
Photographs, reference images and examples are used as guidance and cannot always be reproduced exactly.
Nothing in these terms affects our obligation to perform services with reasonable care and skill or any other statutory right you may have.
11. AFTERCARE
Clients should follow the aftercare advice provided by the salon.
The durability and appearance of colour, styling and treatments may be affected by home products, washing routine, heat styling, swimming, sun exposure, subsequent chemical services and other factors outside the salon’s control.
12. CONCERNS, CORRECTIONS & COMPLAINTS
If you have a concern about a service, please contact us as soon as reasonably possible so that we have an opportunity to assess the hair and discuss an appropriate resolution.
Where practicable, we recommend contacting us within seven days, particularly where the concern relates to colour or finishing. This seven-day request does not limit your statutory rights.
Where a service has not been performed with reasonable care and skill, applicable consumer law may provide remedies. Nothing in this policy restricts those rights.
We may ask to inspect the hair before agreeing an appropriate corrective service, repeat performance, refund or other remedy.
13. REFUNDS
We do not provide refunds simply because a client changes their mind about a service that has been properly performed as agreed.
This does not affect any legal right to a remedy where a service has not been provided with reasonable care and skill or otherwise fails to meet applicable consumer-law requirements.
No provision in this policy is intended to exclude or restrict a liability or consumer remedy that cannot lawfully be excluded or restricted.
14. CANCELLATION BY THE SALON
On rare occasions, Atelier René Aubrey may need to change or cancel an appointment because of illness, emergency, circumstances outside our reasonable control or other operational necessity.
Where this occurs, we will make reasonable efforts to contact you promptly and offer an alternative appointment.
If we cancel an appointment and a suitable replacement cannot be agreed, any booking fee relating to that appointment will be refunded.
15. CLIENT CONDUCT
We are committed to providing a professional, respectful and comfortable environment.
We reserve the right to refuse or discontinue a service where a person behaves in a threatening, abusive, discriminatory, inappropriate or unsafe manner towards the salon, its clients or anyone working within it.
Any payment due in those circumstances will be determined fairly according to the services already provided and any reasonable loss incurred.
16. PERSONAL PROPERTY
Clients remain responsible for their personal possessions while visiting the salon.
We will take reasonable care within the salon, but we cannot accept responsibility for loss or damage that is not caused by our negligence or other breach of legal duty.
17. DISTANCE & ONLINE BOOKINGS
Where an appointment or other contract is entered into remotely, including online, by email or by telephone, any statutory cancellation rights that apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 remain unaffected by this policy.
Nothing in these terms removes any mandatory right provided by consumer law.
18. PERSONAL INFORMATION
Information supplied when requesting or managing an appointment will be used for purposes connected with providing and administering our services.
Any use of personal information is subject to our Privacy Policy and applicable data-protection law.
Marketing communications will only be sent where there is an appropriate lawful basis to do so.
19. CHANGES TO THESE TERMS
We may update this policy from time to time.
The terms applicable to an appointment will normally be those communicated or made available when the appointment is confirmed, subject always to applicable law.
20. GOVERNING LAW
These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.
Nothing in these terms affects a consumer’s right to bring proceedings in any court in which they are legally entitled to do so.
CONTACT
Atelier René Aubrey
25 Thurloe Street, 1st Floor
South Kensington
London SW7 2LQ