Kyle H
I booked an appointment on 12/07/2025, paying a £47.60 deposit. The appointment was scheduled for 09/09/2025 but was cancelled on the same day. I was offered 15/09/2025 instead, but couldn’t attend due to a wedding and holiday, and had no chance to rearrange elsewhere at such short notice. Emails have gone unanswered, Facebook messages won’t send, and the app doesn’t allow you to request a refund directly. I’m now having to claim the money back through my bank, which is an inconvenience. As a new customer, this has been a disappointing experience. RESPONSE TO OWNER: After the appointment was cancelled just a few hours before, I agreed to a rearranged date but mentioned that I did not have my diary with me and that it might not be suitable. I have never heard of a business keeping a partial payment under “terms and conditions” when the salon itself made the original same-day cancellation, followed by a rearranged appointment nearly a week later that I was unable to attend. If such terms were provided, they were certainly not made clear at any stage of booking. I did not try to call, so there will be no record on your BT app. As this was a financial matter, I preferred written communication for evidence. Unfortunately, my emails went unanswered and Facebook messages repeatedly bounced back as unsent. I have never had this issue elsewhere, so it may relate to your page settings. The bottom line is that the salon cancelled the original appointment on the same day, and because I could not attend the rearranged date, my £47.60 payment has been kept. I believe future customers should be aware of these practices, and I will continue to pursue a refund through the appropriate channels.
