Salon Policies

For the attention of our valued clients:

To maintain the highest standards of personal safety and maximum levels of operational efficiency for our clients, the team at Twilo Hair adheres to the following policies:

Cancellation Policy 

We appreciate that unexpected events arise occasionally; however, last-minute cancellations have a significant detrimental impact on our business. They reduce the working hours and revenue of our dedicated staff.

With that in mind, we ask that clients advise us of any cancellations, reschedules, or changes to booked services with 48 hours (or 2 working days) of anticipation.

Otherwise, your booking fee will be retained, and you will be liable for a cancellation fee of the full-service value.  Please note that we do not work on Sundays so we cannot accept notice of cancellation on this day. 

If you fail to provide sufficient notice of a cancellation, you will also be required to make full pre-payment for your next appointment.

Rebooking Policy 

At Twilo Hair, we reward our loyal clients with a generous rebooking discount. That means you can maintain your hair in excellent condition at a cost-effective rate.

If you book your next cut and style dry within 4 weeks of your last visit, you’ll receive 15% off.

If you book your next cut and style dry within 6 weeks of your last visit, you’ll receive 10% off.

Pre-payment Policy

A £50 non-refundable booking fee will be charged when you make an appointment for any service with a value that exceeds £100. This is to protect the time of our team.

Out of courtesy, you will receive a confirmation text message or an email 3 days prior to your appointment. At this stage, you’re still able to cancel or reschedule your appointment. However, after the 48-hour threshold has elapsed, It is your responsibility to honour the agreed appointment time.

Colour Policy

As a requirement, ALL colour services carried out at Twilo must have a valid patch test 48 hours prior to the hair colour appointment.

Kindly note: After your consultation service and patch test, a £50 booking fee may be required to secure the hair colour appointment, which will be deducted from the final service bill.

Important Guest Notice: For your safety and the health of your baby, our salon policy does not permit hair colour services during pregnancy.

For health & safety reasons, we do not apply chemical hair colour to anyone under the age of 18. We love styling young hair, but our professional hair colour services are restricted to clients 18+.

Hair extensions must be removed before we can colour your hair.

Perm Policy

As a requirement, ALL perm services carried out at Twilo must have a valid patch test 48 hours prior to the hair perm appointment.

Kindly note: After your consultation service and patch/strand test, a £50 booking fee may be required to secure the perm appointment, which will be deducted from the final service bill.

Important Guest Notice: For your safety and the health of your baby, our salon policy does not permit perm services during pregnancy.

For health & safety reasons, we do not apply chemical perms to anyone under the age of 18. We love styling young hair, but our professional perm services are restricted to clients 18+.

Covid Policy

With regards to COVID-19, you can expect Twilo Hair to remain in strict compliance with government safety recommendations as they evolve. 

We have also taken additional measures to ensure our space is as sanitized, hygienic, and COVID-safe as possible. 

Our top priority at any moment is the mutual wellbeing of our clients and staff members. For that reason, the team will continue to wear face coverings.

However, face coverings are not currently mandatory for clients. They can be worn at your own discretion and according to your own comfort levels.

Please continue to sanitize your hands upon entry and maintain social distancing wherever possible. 

We appreciate your support during what has been a tough time in this industry, and we thank you for continual custom.