TERMS & CONDITIONS

1. Cancellation Policy

Clients must provide at least 48 hours notice for cancellations. Failure to do so will result in the full appointment fee being charged. While we understand that emergencies may arise, this policy is necessary to prevent financial loss to the business.

If an appointment is cancelled within 48 hours of the scheduled visit, the appointment fee will still need to be paid. In these situations, we may arrange to collect payment for the missed appointment in order to protect the business from financial loss.

2. Payment Policy

To keep the booking process smooth and secure:

• Card payments or bank transfers are our preferred payment methods.
• If electronic payment is not possible, cash payments are also accepted.

3. Employee & Communication Policy

Appointments may be carried out by different members of our team.

All hairdressers attending visits are employees of Sofie’s Hair and are fully insured to provide services through the business.

To ensure appointments are managed correctly and clients receive a consistent service, all communication regarding bookings, appointments, or enquiries must take place directly through Sofie’s Hair.

Our team members work as part of the Sofie’s Hair service, therefore we kindly ask clients not to arrange appointments privately or request personal contact details from employees. This helps us manage schedules properly and ensures every client continues to receive reliable and professional service.

4. Client Responsibility for Safety

The client is fully responsible for ensuring that the location where the service is provided is safe and suitable. The client is also responsible for their own personal safety throughout the appointment.

5. Hygiene & Equipment Sanitation

We adhere to strict hygiene protocols. All tools, brushes, and capes are regularly cleaned and sanitised to ensure client safety.

6. Illness, Cold Symptoms & Face Masks

To help protect both clients and the hairdresser, we ask the following:

• If you are feeling unwell, have a cold, flu-like symptoms, or any contagious illness, please let us know before the appointment.
• If you have mild symptoms but still wish to go ahead, you may be asked to wear a face mask during the appointment.
• If you are COVID-cautious, clinically vulnerable, or simply prefer extra precautions, we are more than happy to wear a face mask upon request and follow any other reasonable safety measures requested.
• These measures help ensure everyone stays as safe and comfortable as possible.

7. Family Members & Environment

Family members and carers are very welcome to be present. However, to ensure we can focus fully on the haircut:

• We kindly ask for a peaceful and calm environment.
• Please avoid hovering closely or observing the haircut from a very close distance, as this can feel intrusive and affect the quality of the service.
• We may work quietly while cutting hair in order to focus on precision, but we are always happy to chat once the haircut is finished.

8. Working Positions & Accessibility

We always do our very best to provide hairdressing services to clients with different needs, including housebound clients.

However, please be aware:

• Certain working positions are not ergonomically possible.
• If a client is bedbound, or if the only available seat is a high-back chair that restricts access, we may not be able to safely carry out the service.
• We will always try to find a way to make the appointment work, but please understand that not every setup is suitable for safe and effective hairdressing.

If you are unsure whether your seating arrangement will work, feel free to ask in advance.

9. Smoking Policy

To ensure a healthy and comfortable working environment, we kindly ask the following:

• If you are a smoker and you are a new client, please let us know in advance. This allows us to bring a separate set of equipment reserved for smoking households.
• This is only necessary if smoking takes place inside the home.
• We kindly ask clients not to smoke during the appointment, and to avoid smoking just before or just after the service. This helps maintain good air quality for the hairdresser and ensures your service is completed safely and comfortably.

10. Hair Disposal

Please be aware that loose hair may spread around the location where the appointment takes place. The client acknowledges and accepts this as part of the service.

11. Chemical Treatments & Potential Reactions

When a client undergoes a chemical treatment provided by us, such as hair colouring, perming, or other chemical-based processes, there is a risk of irritation or allergic reactions. Additionally, during the rinsing process, there is a possibility that the product may come into contact with the client’s eyes. The client acknowledges and accepts full responsibility for any such reactions or irritations.

12. Use of Heated Styling Tools

Hot styling tools, including but not limited to curling tongs, straighteners, and hairdryers, may be used during the service. While every precaution is taken, in the highly unlikely event of a burn or injury, the business cannot be held liable.

13. Use of Sharp Tools

Sharp tools such as scissors and blades may be used during the appointment. In the unlikely event of an accidental cut or injury, the business will not be held responsible.

14. Allergies & Skin Reactions

If the client is receiving a colouring service or requires assistance with applying their own hair colour, the business cannot be held responsible for any allergic reactions or skin irritations. The client accepts full responsibility for any such reactions and is encouraged to carry out a patch test before treatment.

15. Water Exposure During Services

Services such as hair washing, colouring, or perm treatments involve significant use of water. While precautions are taken, there is a risk that water may leak through the protective cape, which could result in wet clothing. The client acknowledges and accepts this risk.

16. Parking & Travel Fees

Additional parking or travel charges may apply to the booking. These will be communicated to the client in advance where possible.

17. Appointment Timing & Delays

We always strive for punctuality, but due to factors such as traffic or overruns from prior appointments, there may occasionally be delays. Likewise, there may be occasions where we arrive earlier than scheduled.

We kindly ask clients to allow for a 15-minute window before and after the appointment time. If a delay exceeds 15 minutes, we will endeavour to contact the client as soon as possible.

18. Appointment Restrictions

For security reasons, appointments are not available to non-vulnerable adult males unless they are elderly or meet other vulnerability criteria.

19. Client Satisfaction Policy

We always strive to ensure client satisfaction. If a client is unhappy with the result, we are happy to make adjustments during the appointment itself. However, once the appointment has concluded, no refunds will be issued for delayed dissatisfaction.

20. Confidentiality & Insurance

All personal information provided by the client is treated as strictly confidential and will not be shared with third parties.

The business is fully insured for the protection of both clients and staff, and a PVG (Protecting Vulnerable Groups) check can be provided upon request.