Terms and Conditions

Cancellation & No Shows

When appointments are cancelled at short notice (within 24 hours of your appointment) or clients fail to show up to their appointment this causes an inconvenience to other clients and the salon. Therefore we ask that you give us at least 24 hour notice for any appointment change or cancellation.

In the event of no shows (without any contact by the client) or late cancellations a 50% cancellation fee for the service booked applies, which we will look to recover from you either shortly after your original appointment or added to your bill at a subsequent visit. In addition, on booking into the salon at a later stage for another service a 50% deposit may be taken, this is non-refundable.

Late to appointment policy

Roccola Hair reserve the right to cancel your appointment if you are over 15 minutes late for your scheduled appointment time if no attempt has been made to make Roccola Hair aware. If this is the case no refund of any deposit placed will be made. Lateness to appointments causes inconvenience to other clients and the salon.

Complaints & Our Guarantee

At Roccola Hair we want every client to leave feeling happy with their hair.

If, however, you have an issue or complaint, you must notify us IMMEDIATELY before leaving the salon and we will consult with you to find an appropriate solution. If your complaint meets with the correct criteria we will offer you complimentary hairdressing to resolve the issue as long as the service is the same as the original appointment request.

 If you have simply changed your mind, you return at a later time/day, you or a third party has altered or attempted to alter a hair colour or cut this guarantee becomes null and void.

N.B. After two weeks the service will be chargeable.

Please note: In some cases, an agreement may be recorded in writing before commencing with the service.

We welcome complaints where justified.


50% deposits are required for certain appointments and on rare occasions 100% deposits will be requested. Deposits are non-refundable on failure to turn up for your appointment or change of appointment without 24 hour notice.

Skin Test

All new colour clients must have a skin test 48 hours prior their colour appointment. If the client, usually a regular has not had a colour service within the last six months they must also have a skin test.


We require all clients who have not had a colour service at Roccola Hair, having a colour change, having hair-up or any other technical appointments to have a consultation with a stylist. Within the consultation an agreement will be made regarding your service, skin test will be performed and a deposit (where necessary) taken. These steps are all required before booking and securing the required time for the appointment.

Offers, Promotions & Gift Card

Roccola Hair reserves the right to cancel any offer or promotion at any time. Management reserve the right to refuse any service at any time. Services may not be available at all times. All Gift Cards have a minimum spend of £10 and are valid for Six months unless otherwise stated and cannot be redeemed for cash. Some promotions require payment before the appointment can be booked; this payment is non-refundable if you fail to turn up or change the appointment without 24 hour notice.

Recommend a Friend

Step.1 – When making their booking, your friend must inform us as to who recommended them to our salon. They must be a New Client to the salon

Step.2 – Your friend or family member visits Roccola Hair and receives 30% off a Cut & finish ONLY (excludes children appointments and colour services)

Step.3 – We then automatically add a 30% discount off your next Cut & Finish to say thank you for recommending us!

*This offer is not available in conjunction with any other offer.                                                   

 *No cash alternative.

 Loyalty Scheme

Loyalty card must be signed at the end of each appointment by our Front of House. Promotion is valid for 12 months from the first appointment recorded on the card.

*Minimum spend on technical service must equate to semi-permanent.              
*The discounted service must be taken with a regular stylist.                             
*This offer is not available in conjunction with any other offer. 

N.B. Loss of card will invalidate the card and a new card will be restarted with the present visit being the first. Roccola Hair will not record or maintain loyalty card visits for any client.

Introductory Offer

To receive the introductory offer a client must be new to Roccola Hair. The client must register on our website, to which you will then receive the voucher via email and this must be shown to Front of House at the end of you service or to your stylist during your consultation. No money will be reimbursed after failure to provide voucher prior the appointment

* offer excludes certain services along with Olaplex, toner, long hair supplement, couture colour supplement..                                                               
 *This offer is not available in conjunction with any other offer.   

Data protection

Some services on this website require us to collect personal information from you. To comply with the Data Protection Act, we have a duty to tell you how we store the information we collect and how it is used.

Any information you do submit will be stored securely and will never be passed on or sold to any third party.