FAQ and Terms and Conditions

FAQ and Terms and Conditions

Where can I find information about your Covid-19 guidelines and terms and conditions?

You can find our guidelines here.

We require all clients to follow our Covid-19 guidelines as these are in line with our legal requirements to be able to operate at this time. If you fail to adhere to these guidelines we will not be able to continue with your service and you could be charged for your entire appointment fee.

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.com within 7 days of your appointment date. Whilst we aim to address your concerns as soon as possible, we may sometimes experience a delay in investigating your concern and will reply back within two working days. Please note that you will be asked to visit the salon in person so a member of our team can assess your hair, unfortunately we cannot make an accurate assessment from photographs alone and will not be able to assist you further without an in-salon hair assessment.

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 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.


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.


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.