Can I Bring a Friend to the Salon?
Of course! You can invite a friend to your appointment and they are welcome to enjoy our selection of beverages and reading material whilst they wait for you.
Can my Friend Have their Hair Done At the Same Time as me?
Absolutely. All we ask is that you inform us in advance so we may accommodate both of you for your chosen services to avoid disappointment.
Which Hair Extensions Brands do you use?
We use Beauty Works, Zen and Hairdreams extensions.
Hair Extensions Returns
When you order hair extensions from Live True London, you can return these for a full refund until the hair extensions pack is opened and they are applied onto your hair. Once hair extensions are applied to your hair, the sale is final and unfortunately we cannot offer a refund due to hygiene reasons and the terms and conditions of the manufacturer.
Do you have a private room for hair services?
Yes, we can adapt a private space for your use at our Vauxhall salon, this will incur an additional charge of £30. Please ensure that you specify this requirement at the time of booking your appointment so that we may make the necessary arrangements before your arrival.
Cancelling Your Appointment
Services and treatments require Credit Card details at the time of booking. Your card is validated with a 30p charge (which is returned to your account) but no other charges will be taken at the time of booking. However, if an appointment Is rescheduled or cancelled without the required 24 hours minimum notice, the appointment fee will be taken in full.
Contractor Hairdressers
Contractor hairdressers work in our salons and rent a hairdressing space from Live True London. These hairdressers are running their own business. You can see who is a contractor by visiting our website or online booking platform.
Satisfaction With Your Service
Our clients are very important to us and our aim is for each client to leave the salon happy with the service which they have received. If you find that you are unhappy with your service, we ask that you please email customercare@livetruelondon.
If you have changed your mind as to the style or colour you have chosen or if you return after the 7 days, normal salon charges will apply to your appointment. If you have changed or attempted to change your hair colour or cut or if you have had this done by a third party, normal salon charges will apply to any correcting work we do.
Colour Services Requiring Multiple Salon Sessions
Depending on your natural hair colour and the colour you are trying to achieve, some colour services will require multiple salon sessions. In particular this can apply to big colour changes, colour corrections or when clients have a dark base colour and want to go very light, silver or ash. If this applies to you, your stylist will mention this at the consultation stage of your initial appointment. The health and integrity of your hair is extremely important to us and this process is designed to achieve the best results for your hair whilst keeping it healthy.
Patch Testing
At Live True London, we take your safety extremely seriously. Although reactions to colour are rare, when they do happen they can be serious. This is why we strictly follow our manufacturer’s guidelines on patch testing.
All new colour clients and some existing colour clients returning after 6 months will need to be patch tested at least 48 hours before having their hair colour done with us. Unfortunately, if you do not get a patch test done, we will not be able to go ahead with your colour service.
Do I need an Appointment for my Patch Test?
No, you can just pop into any of our locations during our opening hours. The patch test will only take a minute to complete.
What Colour Product do you Use?
We use Redken and L’Oreal Professional colour.
Is there CCTV in operation?
Yes, we operate CCTV at all of our sites to ensure the safety of our staff and customers.
Do you take photos inside the salons?
On occasion, your stylist may ask you if it is okay for them to take photos of you and their work to use on social media and other related marketing and promotional activities. It is of course up to you whether you are happy to have your photos taken to be used in this way. If you do not want your photos to be used for marketing purposes, please decline to have your photo taken. Many of our clients love to see their hair on our Instagram page and other marketing material and to celebrate their transformation in this way.
Blow Dry After Colouring
A rough dry is included with all colour services. If you would like to blow dry or haircut following your colour, this is an additional chargeable service.
Can my dog come to the salon with me?
Yes! We are dog friendly salons and would love to welcome your doggy! All we ask is that your dog is vaccinated, fully house trained and is friendly.
Consultations
We want you to be completely happy with your hair and to help you reach your hair goals. We offer complementary hair consultations to give you an opportunity to discuss your hair needs with one of our experts, get style and colour recommendations and ask any questions you may have. If you would like to book in for a free hair consultation, simply call or pop into one of our salons, or just book online through our website.
Personal Belongings
Live True London will not accept any responsibility for the loss or damage (including clothing) to any personal belongings that you bring into the salon, Whilst we will always try to keep your belongings safe and damage free we cannot accept responsibility for any loss or damage to your personal belongings. We take precautions to protect your clothes from colour but we do advise that you avoid wearing expensive items of clothing whilst in the salon. Hair colour can get onto the salon chairs and floor and this can transfer onto your belongings.
Giveaway
Person with the greatest number of signups wins. Only one eligible winner. Available with selected stylists only. No cash value.
Long and/or Thick Hair
If you have long or thick hair, you may be charged an additional surcharge at your appointment. This is due to the extra time it will take to complete your service and the extra amount of product required. Any additional surcharges will be discussed with you at the consultation stage of your appointment.
Age Restrictions
As a business, we choose not to provide colour services to those under the age of 18. Please bring your ID with you to your consultation or colour appointment.
Right to Refuse Service
We reserve the right to refuse service at our discretion.
VOUCHER BOOKINGS
Patch Testing
Patch tests are mandatory if you are a new client with us or have not had a colour service with us within the last 6 months. Patch tests must be performed 48 hours before the appointment time. If a client on a confirmed and booked voucher appointment fails to perform a patch test 48 hours before the appointment time then their voucher will be processed as redeemed, non refundable and cannot be rescheduled.
Cancellation
The normal Live True London cancellation policy applies to all vouchers. Appointments may be cancelled no less than 24 hours before the appointment time. Appointments cannot be cancelled less than 24 hours before the set appointment time and any cancellation within the 24 hour period will be deemed as used and redeemed and cannot be rescheduled or refunded.
If you are late by 20 minutes or more, it is at stylist discretion whether or not your appointment will go ahead. Any late appointments will be treated as cancellations and will not be rescheduled or refunded.
Additional charges
If you have long or thick hair, you may be charged an additional surcharge at your appointment. This is due to the extra time it will take to complete your service and the extra amount of product required.
Any additional surcharges will be discussed with you at the consultation stage of your appointment.
Toners not included and charged at an additional £34 each.
Selected Stylists
Vouchers may only be redeemed with selected stylists.
To book your voucher, you must email [email protected] with your order number, phone number, required salon and requested date and/or time if possible. Voucher offers are unable to be booked directly with the salon.
MODELS
We are looking for models to take part in our trade tests. Our trade tests are used to assess perspective hairdresser candidates on their hairdressing skills as part of our interview and recruitment process.
As a model, you will not pay for your haircut and colour for taking part in the trade test.
You must complete a patch test at one of our salons at least 48 hours before your model trade test appointment. Please let us know immediately if you develop a reaction to your patch test as this would mean that we unfortunately cannot go ahead with your model trade test appointment.
If you wish to cancel, please do so at least 24 hours before.
Please note, that as you are a model, you are not a client of the salon and unfortunately we cannot guarantee, fix or take any responsibility the final outcome of your hair. By agreeing to take part in the model hair assessment, you understand that Live True London takes no responsibility for the work, ability or outcome of the stylists who is performing the trade test and that you do so at your own risk.
By agreeing to take part in the model hair assessment, you acknowledge that trade tests may be cancelled at short notice if candidates do not attend. Live True London is not responsible for reimbursing travel costs or any other costs if this occurs.
