Please read our salon policies before booking an appointment with us, this will ensure you understand how we work to avoid any confusion when visiting us.

Appointment cancellation policy

Please be aware that when you are booking any of our longer duration services with us, for example, a wedding package, colour correction and hair extensions, we will require a non-refundable deposit per person at the point of making the booking. A booking cannot be made until the deposit has been received.

Once you have enquired about consultations, skin tests, prices and booking availability, we advise you to get back to us as soon as possible to secure your booking with a 50% deposit determined from the total cost of the booking.

Cancellation and No Show Fees

Unfortunately, we do have to charge a cancellation fee for any treatment cancelled within 48 hours of the appointment or any no-show appointments.

This fee will be charged at 50% of the total service cost. We thank you for your understanding.

Lateness Policy

If for any reason you are running late for your appointment please call 00000 000000 to give us notice.

We work very hard to schedule the right amount of time for each service. Accommodating late guests is often impossible without disrupting every other guest scheduled that day. Please be aware, in the unfortunate event that you are late, we cannot guarantee that your services will be performed that day. Lateness of 10 minutes or more may require rescheduling your appointment for another day and loss of your deposit.

Deposits For Appointments

We like to take deposits for larger bookings, for example hair extensions, weddings, colour correction and Brazilian blowdrys. This is pretty much standard procedure within salons now to help ensure our talented team of self employed stylist don’t lose out from ‘no shows’ as this really impacts on their income.

Deposits will be required at booking of any service with a value over £150. Deposits will be deducted from the overall price once the service has been carried out. Deposits are fully refundable/transferable if more than 24 hours notice is given for any cancellations.

Please see our lateness policy as deposits will be forfeited if you are past the cut off time to carry out your appointment. For weddings and extension appointments we require 50% of the price upfront to safeguard the appointment time needed.

Service Satisfaction

We pride ourselves on the quality of service we deliver however if after your appointment you are not satisfied with your service, we ask you to please contact the salon within 7 days of your appointment. We welcome every opportunity to meet and exceed your expectations, as we value you as a client.

If you have simply changed your mind or if you return after the 7 days, normal charges apply. If you have altered or attempted to alter your hair colour or cut yourself or by a third party this guarantee becomes null and void.

No shows

In the event you do not show up to your appointment, you will lose the deposit paid to secure the appointment and you will be required to give a deposit for your next booking. If you miss three consecutive appointments without contacting the salon, you will be unable to schedule future appointments.

Skin Testing

If a skin test is required for your colour services and you fail to have one done, then we have no choice but to cancel your appointment. skin tests must be carried out at least 48 hours before your appointment.

At COAH we insist on following the rules and regulations of the manufacturers that supply our colour and products for your own safety and wellbeing. It is very rare for a reaction to occur but if it does it can be very severe and can even cause hospitalisation – this is a risk that we are not willing to take.

Gift Vouchers

See info below:

• Vouchers are valid for 12 months from purchase and cannot be used after that date.
• Vouchers cannot be replaced if lost, stolen or destroyed.
• Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.
•  If an intended purchase is for a higher amount than the face value of the voucher(s), the difference can be made up with a credit card/cash payment. If it is less, then change cannot be given.
• Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event, you may not sell the Vouchers through the internet without express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you or a third party.
• Vouchers can only be redeemed IN-STORE, (81a Castle street, canterbury, CT12QD).
• Vouchers cannot be redeemed online, via post or via telephone.
• Vouchers are redeemable against all services and products sold in the salon.

Personal Belongings

The company will not accept any responsibility for the loss or damage (including clothing) to any personal belongings that you bring to the salon with you.

While the COAH team will always endeavour to keep your personal belongings safe and undamaged we cannot accept any responsibility for loss or damage of your personal possessions while on the premises. We do take every precaution to protect your clothing from colour but we would advise you to wear something appropriate to avoid disappointment. High neck lines and collars are best avoided. We highly recommend not to wear expensive clothing whilst having your hair coloured.

Extra-Long & Thick Hair

We kindly ask that you let us know at the time of booking your appointment if you are a real-life mermaid and have extra long hair or thick hair as we may need to book extra time on to your appointment to achieve your desired look. If you do not tell us and our standard appointment time is not long enough we will have no choice but to reschedule your appointment.

Please be aware there is an extra charge for long/thick hair of up to £20, this is purely because we have to book more time and use extra products in the hair.