At HAYATO LONDON, we reserve dedicated time for every client and provide each service with care, skill and attention to detail.
Our policies help us offer a considered salon experience while respecting the time of our clients and team.
Booking & Cancellation Policy
Deposits
To secure your appointment, a deposit is required for all bookings.
This amount will be deducted from your final bill, and the deposit amount will be confirmed at the time of booking.
If you receive a payment link by email or text message, please complete payment by the end of the day you make your booking, unless another deadline is stated.
Your appointment will be confirmed once your deposit has been received.
If payment is not received in time, the appointment may be released so that the slot can be offered to another client.
Cancellations & rescheduling
We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment.
With sufficient notice, your deposit can be refunded or transferred to your new appointment.
For cancellations or changes made with less than 24 hours’ notice, the deposit will be retained as a late cancellation fee, and a new deposit will be required for your next booking.
Where available, you can manage your booking using the link provided in your confirmation email, or simply contact us and our team will be happy to assist.
Late arrivals & missed appointments
If you are running late, please let us know as soon as possible.
We will always do our best to accommodate you. However, depending on the remaining appointment time, we may need to shorten or adjust your service so that we can avoid delays for other clients.
If you arrive more than 20 minutes late, we may unfortunately be unable to proceed with your appointment.
If your late arrival means that the service can no longer be provided, or if you do not attend your appointment, the booking may be treated as a missed appointment and a no-show fee of up to 100% of the booked service price may apply.
Any deposit already paid will be credited towards this charge.
Please note that letting us know you are running late does not always mean that we will be able to keep the appointment or waive the applicable fee.
If there is an outstanding missed-appointment fee, we may ask for this to be settled before accepting a future booking.
Appointment reminders
We normally send a reminder email around 48 hours before your appointment as a courtesy.
Please note that reminders are provided for convenience, and your appointment remains your responsibility even if a reminder is not received.
If we ever need to cancel your appointment, we will be happy to transfer your deposit to another booking or arrange a full refund of the deposit.
Customer Care & Satisfaction
At HAYATO LONDON, we want you to feel comfortable, cared for and happy with your results.
If you have a concern after your visit, we’re here to listen and help.
Let us know
Please contact the salon where you received your service within 7 days of your appointment, by phone, email or WhatsApp.
Photos can help us understand your concern, and we may invite you to the salon to review the results together.
If an issue becomes apparent after 7 days, please still get in touch so we can consider your circumstances.
Helping put things right
Where our assessment identifies an issue with the service agreed during your consultation, we will arrange an appropriate complimentary adjustment or correction, usually with your original stylist.
We will agree a suitable timeframe with you, taking into account the treatment and the condition of your hair, scalp or nails.
About complimentary adjustments
Complimentary adjustments relate to the service originally agreed during your consultation.
If that service has been properly delivered and you would like a different style, colour or treatment, we will be happy to discuss a new appointment and its cost.
When reviewing your concern, we will consider the expected results discussed during your consultation, your aftercare and any subsequent treatments.
Please contact us before making changes at home or having corrective treatment elsewhere, so we have the opportunity to assess the original results and help.
If you need to cancel or reschedule a complimentary appointment, please give at least 24 hours’ notice.
Corrections and refunds
Our usual approach is to resolve service concerns through a suitable complimentary correction.
Where a correction is not possible or cannot be completed within a reasonable time and without significant inconvenience, we will discuss any price reduction or refund you are entitled to under consumer law.
This policy does not affect your statutory consumer rights.