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
A deposit is required to secure all appointments and will be deducted from your final bill.
The deposit amount will be confirmed when you book.
If you receive a payment link by email, please complete payment by the end of the day you make your booking, unless another deadline is specified.
Your appointment is confirmed only once your deposit has been received.
Unconfirmed appointments may be released.
Cancellations & rescheduling
Please give at least 24 hours’ notice to cancel or reschedule.
With sufficient notice, your deposit will be refunded or transferred to your new appointment.
For cancellations or rescheduling with less than 24 hours’ notice, your deposit will be retained as a late cancellation fee.
A new deposit will be required for future bookings.
Please use the booking management link where available, or contact us using the details in your confirmation email.
Late arrivals & no show
If you are running late, please contact us as soon as possible.
We will do our best to accommodate you, but may need to shorten or adjust your service to avoid delaying other clients’ appointments.
If you arrive more than 20 minutes late, we may be unable to proceed.
If your late arrival prevents us from providing the service, or if you simply do not attend, your booking may be treated as a missed appointment, with a charge of 100% of the booked service price as a no-show fee.
Notifying us of a delay does not guarantee that we can keep your appointment or waive the charge.
Any deposit paid will count towards the charge.
Further bookings may be suspended until any applicable outstanding fees have been settled.
Appointment reminders
We normally send a reminder email 48 hours before your appointment.
This is a courtesy; not receiving a reminder does not remove your responsibility to attend or cancel with sufficient notice.
If we need to cancel your appointment, you may transfer your deposit to another appointment or receive a full deposit refund.
Customer Satisfaction Policy
Our service guarantee
We want you to feel confident in your results.
If you have a concern, please contact the salon where your service took place within 7 days of your appointment.
Please explain the issue and provide clear photographs where possible.
We may invite you to an in-person assessment before agreeing on the next steps.
Complimentary corrections are offered where our assessment identifies an issue with the service agreed during your consultation.
A concern or complaint does not automatically qualify for a free service or refund.
Corrective appointments
Our usual remedy for an issue with a service is an appropriate complimentary adjustment or correction.
Please give us a reasonable opportunity to assess the results and put things right.
Wherever appropriate, the original stylist should assess and correct the service, as they are familiar with your consultation and treatment.
Corrective appointments must be booked promptly and take place within a reasonable timeframe.
We will propose a timeframe based on the treatment, the condition of your hair, scalp or nails, and reasonable appointment availability for both you and the salon.
If you cannot attend within the proposed timeframe, please let us know promptly so we can discuss alternatives.
Unexplained delays or declining reasonable appointment options may affect eligibility under our complimentary service guarantee, but do not remove your statutory rights.
What our guarantee covers
Complimentary corrections address the service originally agreed during your consultation.
They do not cover:
- A change of mind or a request for a different style, colour or treatment after the agreed service has been properly delivered.
- Changes resulting from subsequent treatments or alterations.
- Problems caused by not following the aftercare advice provided.
- A perm or colour lasting less than usual, where this risk was explained and accepted during consultation and the service was performed with reasonable care and skill.
Please contact us before changing the results at home or receiving corrective treatment elsewhere.
Such changes may make it difficult to assess the original service and may affect the complimentary options available.
Each case will be considered individually.
Concerns raised after 7 days
Requests received after 7 days fall outside our complimentary service guarantee, but we will still review your concerns.
Home care, products, heat styling, environmental exposure, natural growth and subsequent treatments can affect results over time.
We will consider when the issue appeared, the original treatment and any available evidence before determining whether further action is appropriate.
A change in results or dissatisfaction with how long they have lasted does not, by itself, establish a fault with the original service.
Where no issue requiring a remedy is identified, further appointments will be chargeable.
Cancelling a complimentary appointment
Please give at least 24 hours’ notice to cancel or reschedule a complimentary appointment.
If you miss the appointment or cancel with less notice, another complimentary appointment will not be offered under our service guarantee.
Refunds
Hairdressing services involve professional time, expertise and products.
Our policy is to address justified concerns through a suitable complimentary correction rather than a refund, except where a refund or another remedy is required by law.
We do not offer refunds simply because you change your mind or prefer a different result after the agreed service has been properly delivered.
If a service has not been provided with reasonable care and skill, and a suitable correction is impossible or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or partial or full refund.
Resolving your concern
Please raise any concerns with your salon in person, by phone or by email.
Our team will review the circumstances fairly, explain our assessment and discuss any appropriate next steps.
We aim to respond promptly and will keep you informed if further investigation is needed.
Client Acknowledgement
By confirming your booking and paying your deposit, you acknowledge that you have read, understood and agreed to our Booking & Customer Care Policies.
These policies do not affect your statutory consumer rights.