Terms & Conditions

We want every visit to Philip Lee to be a good experience, from booking your appointment to looking after your hair at home.

These terms explain how we work, what you can expect from us and a few things we ask of you.

We’ve tried to keep everything straightforward. If there’s anything you’re unsure about, just ask. We’re always happy to help.

1. Booking your appointment

When booking an appointment, please make sure you select the service and stylist you’d like.

If you’re unsure which service is right for you, we’d recommend giving us a call. We can help you choose the right appointment and make sure enough time is allowed.

For more involved colour services, such as balayage or colour correction, we may recommend a consultation before booking.

Booking with any stylist:

If you select our ‘Any Stylist’ option, your appointment may be allocated to any suitable member of our team.

These appointments have a set price regardless of the stylist’s level. If you’d prefer a particular stylist, please select them when booking.

2. Skin testing and colour appointments

Your safety is important to us, which is why allergy testing forms part of our colour service.

You’ll need a skin test if:

• You’re having colour with us for the first time.

• It’s been more than six months since your last colour appointment with us.

• Your consultation or the products being used mean another test is required.

Please also tell us about any previous reactions to hair colour, henna tattoos or permanent and semi-permanent makeup, as well as anything else that could affect the safety of your service.

Skin tests must be carried out at least 48 hours before your colour appointment.

You can pop into the salon without an appointment for your skin test. Please allow around 45 minutes for your visit.

If you’re unable to complete the required test in time, we’ll need to rearrange your colour appointment.

You can read more in our Skin Testing Policy.

3. Changing or cancelling your appointment

We understand that plans sometimes change.

If you need to cancel or rearrange your appointment, please give us at least 48 hours’ notice.

This gives us the opportunity to offer your appointment to another client.

We appreciate that unexpected things happen, and our managers can make exceptions in individual circumstances.

Repeated missed appointments or late cancellations:

If you’ve missed or cancelled three or more appointments with less than 48 hours’ notice within a six-month period, we’ll ask for full payment in advance to secure future appointments.

If a prepaid appointment is subsequently missed or cancelled at short notice, we may retain an appropriate amount to cover losses arising from the cancellation, subject to your statutory rights.

We reserve the right to decline future bookings where appointments are repeatedly missed.

If we need to change your appointment:

Occasionally, we may need to rearrange an appointment ourselves.

We’ll give you as much notice as possible and do our best to find a convenient alternative. Where appropriate, we may offer an appointment with a more senior stylist at no additional cost.

4. Deposits

Some appointments require a deposit when booking. This is usually for services involving a significant amount of time or products ordered especially for you, such as colour corrections, bridal bookings or hair extensions.

We may also request deposits for appointments during particularly busy periods, including Christmas.

We’ll explain the amount and any applicable cancellation conditions before taking payment.

If you cancel with less than 48 hours’ notice or don’t attend, some or all of your deposit may be retained to cover reasonable losses, subject to your statutory rights.

Where we’ve ordered products or hair extensions specifically for your appointment, we’ll explain any additional conditions before you commit.

5. Prices and consultations

Our prices reflect the experience and level of the stylist you choose.

We review our prices from time to time, and the current prices are available on our website and in the salon.

The final cost of your appointment will depend on the services agreed during your consultation.

Sometimes your stylist may recommend a different approach to achieve the result you’re looking for. If this affects the price, we’ll explain the options and agree the cost with you before going ahead.

For more involved services, including balayage, colour correction and bridal hair, we’ll need a consultation before providing an accurate quote.

We won’t carry out additional chargeable services without discussing them with you first.

6. Arriving for your appointment

We know things don’t always run to plan. If you’re running late, please give us a call as soon as you can.

We’ll do our best to accommodate you, but arriving late may mean we need to adapt your service or rearrange your appointment.

If you’re more than 15 minutes late, we may be unable to carry out your booked service. Where this results in a missed appointment, our cancellation policy may apply.

We also make every effort to run on time ourselves. If your stylist is delayed, we’ll let you know and give you a realistic idea of when your appointment can begin.

Your first visit:

If it’s your first time with us, please arrive around five minutes early so we can complete any necessary client information and make sure everything is ready for your appointment.

7. Our promises to you

We want you to feel good about your hair, not just when you leave the salon, but when you’re looking after it yourself at home.

That’s why we stand behind our work and the advice we give.

If you don’t love it, you don’t pay:

If you’re unhappy with the result at the end of your appointment, please tell us.

We’ll listen, discuss what’s not right and do our best to put things right. If you’re still unhappy with the result, you won’t be charged for the service under our guarantee.

Wear for a week:

Sometimes it’s only after you’ve washed and styled your hair yourself that you know how well it’s working for you.

If there’s anything you’d like us to put right, let us know within seven days of your appointment.

We’ll arrange to review your hair and, where appropriate, make any necessary adjustments to the original service at no additional charge.

Our product promise:

We only recommend products we believe are right for your hair.

If a product we’ve recommended isn’t working for you, please let us know. We’ll be happy to exchange it for something more suitable or offer a refund under our product guarantee.

These guarantees are in addition to your statutory consumer rights and don’t affect them.

8. Hair extensions

Hair extensions require a little extra care and planning, so there are some additional conditions.

Deposits and ordering:

We require full payment for hair extensions that need to be ordered specifically for your appointment.

Because these products are ordered for you, cancellation may involve charges for costs we cannot reasonably recover. We’ll explain these before you place your order.

If the hair supplied is faulty, we’ll work with the supplier to resolve the issue without affecting your statutory rights.

Looking after your extensions:

Your stylist will explain how to care for your extensions and recommend suitable products and tools.

We’ll also provide personalised aftercare advice to help you keep them looking and feeling their best.

Following this advice is important, as incorrect care can affect the condition and lifespan of your extensions.

Extensions fitted elsewhere:

We don’t offer cutting or colouring services on extensions fitted by another salon or stylist.

We can, however, offer blow-drying, styling and removal services.

We don’t bleach or lighten hair extensions.

Our usual service guarantees apply to eligible services carried out by our team.

9. Training appointments

We’re proud to help develop the next generation of stylists.

Training appointments are an important part of their development and work a little differently from our regular salon appointments.

They generally take longer, and we ask clients to be flexible about the service and the time required.

Our trainees work under the guidance and supervision of experienced members of the team.

What to expect:

• Training appointments may take up to four hours for colour or perming services and two hours for cutting and styling.

• You’ll be allocated a trainee according to the training taking place.

• Your appointment may form part of a practical assessment.

• We may need to adapt or rearrange your appointment if the planned service isn’t suitable for the training session.

• The usual skin testing requirements apply to colour services, and additional testing may be necessary when using different colour products.

We may ask you to complete a consultation form and training agreement before your appointment.

Changing a training appointment:

Please give us at least 48 hours’ notice if you need to cancel or rearrange.

Repeated missed appointments may mean we’re unable to offer further training bookings.

We appreciate your patience and support. These appointments make a real difference to the development of our team.

10. Gift vouchers

Our standard gift vouchers can be used towards eligible services at Philip Lee.

They have no expiry date and can be used with any level of stylist, subject to availability.

New-client gift vouchers are intended for people who haven’t previously visited the salon.

Gift vouchers are generally non-refundable for change-of-mind purchases, subject to applicable consumer rights.

Charity vouchers:

Charity vouchers are subject to a few additional conditions:

• They’re valid for three months from the date of issue.

• They must be validated by the charity organiser where required.

• They’re issued to a named recipient and cannot be transferred.

• Appointments must be booked directly with the salon rather than online.

• Please quote the voucher reference when booking.

• Stylist allocation is subject to availability and cannot be requested.

11. Offers and promotions

From time to time, we offer special promotions to our clients.

Unless the individual offer states otherwise:

• Offers are valid for 30 days from the date they’re sent.

• They can’t be transferred to another person.

• They can’t be combined with other offers or promotions.

• They aren’t valid on Saturdays or during December.

• They’re available with any stylist unless a particular stylist or level is specified.

• You’ll need to provide the promotional code or relevant offer details when booking.

Some offers are intended for selected clients. Where this is the case, we’ll confirm eligibility before applying the offer.

If we need to rearrange an appointment booked with a valid promotion, we’ll honour the original offer when arranging a suitable alternative.

12. Children and younger clients

Children under 16 must be accompanied by a responsible adult while visiting the salon.

For safety reasons, we don’t provide hair colour services to anyone under the age of 16.

We may ask for proof of age where necessary.

Additional restrictions may apply during training appointments.

13. Making everyone comfortable

We want our salons to be relaxed, welcoming places for everyone.

Phones and laptops:

You’re welcome to use your phone or laptop during your appointment. We simply ask that you keep noise to a minimum out of consideration for other clients.

Pets:

We love animals, but ask that pets aren’t brought along to appointments, out of consideration for clients who may have allergies or feel uncomfortable around them.

Assistance dogs are welcome.

Smoking, alcohol and drugs:

Smoking and vaping aren’t permitted inside our salons.

We also don’t allow recreational drug use or the consumption of alcohol on the premises.

14. Health and personal belongings

Your health:

Please let us know about any allergies, medical conditions, pregnancy or other circumstances that could affect your treatment.

We’ll discuss any relevant precautions with you and adapt our approach where necessary.

Clothing and jewellery:

We take care to protect your clothing during appointments, using professional gowns, towels and colour capes.

We recommend avoiding bulky collars and removing jewellery that might interfere with your service.

If anything is accidentally damaged or marked during your appointment, please let us know so we can look into it and put things right.

Personal belongings:

Please keep an eye on your personal belongings during your visit and check you have everything before leaving.

If anything is lost or damaged, let us know so we can investigate.

Nothing in these terms limits our responsibility where we’re legally liable.

15. Payments

We accept most major debit and credit cards, including American Express, as well as cash.

We don’t accept cheques.

All displayed consumer prices include VAT where applicable.

Payment is normally due at the end of your appointment unless you’ve paid in advance or we’ve agreed otherwise.

16. Your personal information

We collect and use client information to manage appointments, provide services, maintain relevant treatment records and communicate with you.

We take the privacy and security of your information seriously.

You can choose whether to receive promotional communications from us and change your marketing preferences at any time.

For more information about how we use and protect your information, please see our Privacy Policy.

17. If something isn’t right

We always want to hear from you if there’s something we could have done better.

Whether it’s your hair, a product or your experience in the salon, please get in touch.

We’ll listen, take your concerns seriously and do our best to find a fair solution.

Our aim is simple: to make sure you feel well looked after, every time you visit.

These terms apply to appointments, services and purchases at our salons. Individual services and promotions may have additional conditions, which we’ll explain where relevant.

Nothing in these terms affects your statutory rights.