CancellationsWe appreciate that sometimes you may need to cancel or reschedule your appointment and we kindly request that you provide at least 24 hours notice. Failure to provide sufficient notice will result in a 100% cancellation fee

After Colour Blow Dry Policy
Following a colour service it is customary for us to perform a blow dry prior to your departure from the studio. This step ensures meticulous inspection of the colour to guarantee its accuracy and your satisfaction.In line with our service standards we do not allow guests to leave with wet hair, as it would render the service incomplete from our perspective.  Consequently, we can not assume responsibility for any dissatisfaction arising from the colour work under such circumstances 

Colour Patch Tests
It is a legal requirement that any first time colour service guest must take a patch test 48 hours before their first appointment.  This is a precaution to check for any allergies against the colour products we use. 
This can be performed in salon or we can post one out to you.  ( Email or call for options) 
We have the right to refuse your appointment on the day if the test hasn't been carried out beforehand.
This requirement is for both yours and our safety

Colour Services – Clothing Disclaimer
While we take every precaution to protect your clothing during colour services — including the use of protective gowns and towels — we cannot guarantee that staining will be completely avoided. Colour products can occasionally transfer despite our best efforts. For this reason, we kindly advise clients not to wear expensive or cherished clothing to colour appointments.
Please note that the salon cannot accept responsibility for any colour damage to clothing, nor can we offer reimbursement or replacement costs in such cases.
 
Hair Colour References
Whilst we encourage guests to bring hair colour references and imagery for inspiration, it must be understood that these can only be used as a guide. The final result may not replicate the reference image due to a variety of factors, including differences in hair colour history, texture, condition, and the starting base colour of the guest’s hair, as well as the hair type of the individual in the reference image.
By proceeding with a colour service, the guest acknowledges and accepts that results will vary and cannot be guaranteed to exactly match any reference image provided. The guest further understands that achieving certain results may require multiple sessions and/or additional services, which will be charged accordingly. No refunds will be offered on the basis of a result not identically matching a reference image.

Discounts and Promotional Offers 
We offer a range of discounts through our curated packages. Please note that if you choose to book one of our discounted packages, additional promotional codes or discount offers cannot be applied to the same booking. Discounts cannot be combined unless expressly stated otherwise.

Complaints Policy
Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly in an effective, fair and honest way. 
The policy aims to ensure that: All members of the public know how to feedback to Neil Moodie Studio and the process of making a complaint is simple; All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress;
How a complaint can be made:· To the salon manager: 
Email: enquiries@neilmoodiestudio.com
Letter: 16A Lamb Street, London. E1 6EA
Complaints 10 days after your appointment regarding any aspect of the service will not fall into our complaints policy and will be discarded.
 
Retail Refund Policy
Any items purchased within the salon can be returned and a credit note or exchange will be available within 14 days of purchase with a valid Neil Moodie Studio receipt. 
We do not offer refunds on products if they have been opened and/or used.
 
Hair Refund Policy
It's our aim to please you and make you leave the salon feeling happy with the work we have done on your hair. 
Sometimes you may find after your appointment your hair is not what you expected or find faults with the service. This is fine, we allow 7 days for you to contact the salon to make us aware. 
We will then arrange you to come back to the salon within 48 hours for us to review your hair and if we agree the standard of the service or outcome was not what you expected we will then provide you with a service free of charge to correct this. 
If you contact the salon after the 7 days we will be unable to help you. Here are a few other points to remember. 
If you go to another salon to correct the issue then we will; not be able to provide any free service or advice and any complaints  will be discarded.
After any service within the salon, no refund is given unless a complaint is made on the leaving of your appointment that day, but our first method will be to correct the issue before a refund is given, if agreed by the salon manager.