HOLLYWOOD HAIR INTERNATIONAL LTD

TERMS & CONDITIONS OF SERVICE (LONDON)
Effective from: January 2025

1. ABOUT US

Hollywood Hair International Ltd (Company No. 15465364)
Registered Office: 3 More London Riverside, London SE1 2RE
Salon Address: 81 Albany Street, London NW1 4BT
Contact: office@hollywoodhair.uk | M: +44 7881 215305

These Terms and Conditions govern all hairdressing and beauty services provided at our London salon (“we”, “our”, “us”) to clients (“you”, “your”).
By booking an appointment, you agree to these Terms.

2. NATURE OF OUR SERVICES

Our salon provides hairdressing and hair extension services, including bespoke hair systems prepared individually for each client.
Our professional obligation under the Consumer Rights Act 2015 is to perform all services with reasonable care and skill.

3. BESPOKE & CUSTOM-MADE HAIR EXTENSIONS

3.1. Certain services, including hair extensions, colour-matched wefts and custom hair systems, involve the preparation of bespoke, non-returnable hair selected, mixed and toned specifically to match your hair.
3.2. Once the preparation of your bespoke hair has begun, you lose your right to cancel under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, as these items cannot be reused or resold.
3.3. Deposits paid towards bespoke orders are non-refundable, as they cover the cost of ordering and preparing the custom hair.
3.4. You will be asked to provide written consent acknowledging this before we begin preparing your custom hair.

4. BOOKINGS, DEPOSITS & CANCELLATIONS

4.1. All bookings require a deposit to secure your appointment.
4.2. Deposits are credited towards your final bill.
4.3. For bespoke orders, deposits cover the cost of custom hair and cannot be refunded once preparation begins.
4.4. Appointment cancellations or reschedules:

• More than 48h before – deposit fully transferable to a new date.

• 24–48h before – 50% of deposit retained to cover scheduling costs.

• Less than 24h / No-show – full deposit retained.
  4.5. This policy is compliant with the CMA Guidance on Fair Contract Terms and ensures proportionate compensation for lost time and materials.

5. CONSULTATION, PATCH TESTS & AGE POLICY

5.1. New clients and clients changing colour or products must complete a consultation and patch test at least 48 hours before their appointment.
5.2. No chemical or bonding service will be carried out without a valid patch test.
5.3. Clients under 16 will not be offered chemical colouring. Clients aged 16–17 require written parental consent.
5.4. Hollywood Hair reserves the right to refuse service where medical or safety concerns arise.

6. PRICING & PAYMENTS

6.1. All prices are in GBP and inclusive of VAT.
6.2. No additional “service” or “card” charges will be applied.
6.3. Prices shown are full and transparent, in compliance with the Digital Markets, Competition and Consumers Act 2024 (“DMCC”).
6.4. Final price may vary if additional services or upgrades are requested during the appointment, subject to your approval.

7. AFTERCARE & MAINTENANCE

7.1. The durability of hair extensions depends on correct aftercare and maintenance.
7.2. Clients must follow the Aftercare Guidance provided at the time of fitting.
7.3. Failure to follow maintenance guidance may void any commercial guarantee.
7.4. Recommended maintenance visits every 6–8 weeks.

8. QUALITY & COMPLAINTS

8.1. If any part of the service is not carried out with reasonable care and skill, you are entitled to a repeat performanceor, if not possible, a proportionate price reduction, in accordance with the Consumer Rights Act 2015.
8.2. Complaints must be reported within 30 days for assessment.
8.3. The salon will invite you for inspection and assessment before any remedy is offered.
8.4. Refunds are not available for dissatisfaction based on subjective preference (e.g. personal feeling of colour, length or style), once agreed and approved during the consultation.

9. PHOTOGRAPHY & MARKETING CONSENT

9.1. We may photograph your hair for internal quality records.
9.2. For marketing or social media use, we require your separate written consent, which can be withdrawn at any time.
9.3. No images will be used without your permission.

10. DATA PROTECTION & CCTV

10.1. We process personal data in compliance with the UK GDPR and Data Protection Act 2018.
10.2. CCTV operates in salon areas for safety and security, retained typically for 30 days unless required for incident investigation.
10.3. Privacy details are set out in our Privacy Notice available in salon and on our website.

11. HEALTH & SAFETY

11.1. All products and materials used comply with UK COSHH regulations.
11.2. Clients must inform us of any allergies, medical conditions, or scalp sensitivities before treatment.
11.3. We reserve the right to decline or adapt services in the interest of client safety.

12. CONDUCT & RESPECT

We maintain a professional, inclusive and respectful environment.
Abusive or inappropriate behaviour towards staff or other clients will result in immediate refusal of service.

13. ADR & DISPUTE RESOLUTION

If a dispute arises, we encourage internal resolution.
Should this not succeed, you may use an Alternative Dispute Resolution (ADR) body such as RetailADR or NHBF Mediation Service.
Nothing in this clause limits your right to pursue a claim in Small Claims Court.

14. GOVERNING LAW

These Terms are governed by English law, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. STATUTORY RIGHTS

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable laws.