Policies
Booking policy
Booking with us means you value not just a service but an experience. Please read this carefully so we can honour your time, your journey and our community.
Payments and deposits
- The LocPod is VAT registered. All prices include VAT at the standard UK rate of 20% unless stated.
- A £20 non-refundable deposit is required to secure your appointment.
- Consultation fees (virtual or face-to-face) are deducted from your final booking total.
- Appointments over £350 require a £150 deposit.
- Remaining balances must be paid in cash before your service begins.
- Balances unpaid 14 days after the appointment may be referred for debt recovery, and you may be liable for additional administrative, recovery or court fees.
Time management
- A £15 fee applies after 10 minutes.
- A £20 fee applies after 20 minutes.
- More than 20 minutes late is classed as a no-show: your deposit is kept and a £20 no-show fee applies.
Your hair and arrival
- Arrive with clean, dry, detangled, product-free hair unless you have booked other services.
- If your hair isn’t prepared we may reschedule or offer an add-on wash, subject to availability and an extra fee. Wash services can be booked in advance.
- Tell us in advance about time restrictions or specific requests.
- Complete any required patch tests.
- Not following pre-service requirements may mean your appointment is rescheduled or cancelled.
Cancellations and rescheduling
- Cancel or reschedule 48 hours or more ahead: no fee, and your deposit transfers to the new date once.
- Less than 48 hours’ notice: your deposit is kept and a £20 cancellation fee applies to cover the loctician’s time.
- You may reschedule once within the same week using your original deposit if a team member approves it. Further reschedules need a new deposit.
Surcharges
- Sunday, bank holiday, emergency and same-day bookings carry a £20 surcharge.
- Sunday appointments are reserved for hijab clients; other Sunday bookings carry the £20 surcharge.
- Emergency and same-day slots are available on request, subject to availability.
Touch-ups and adjustments
- Request minor touch-ups within 24 hours of your appointment.
- Full reworks or refunds are not offered unless agreed by management.
Locticians and timing
- Locticians may change due to scheduling. All team members follow The LocPod’s professional standards.
- Some specialist services, such as full repairs, reconstructions or large extension installs, can run longer. We discuss this at consultation and always tell you before any extra charge is added.
Patch tests and health
- Please disclose any scalp or skin conditions before your appointment.
- Some services need a patch test at least 48 hours before. If you decline or miss one, your appointment may need rescheduling and standard deposit terms apply.
- If you have cold, flu or COVID symptoms, please reschedule.
Service quality and complaints
- All services are carried out with reasonable care and skill, in line with the Consumer Rights Act 2015.
- If you are unhappy, contact us within 48 hours. Management may offer a repeat performance or a discretionary discount on a future service.
Free repair policy
We offer free repairs on specific services within a set time to support you while encouraging good upkeep.
- Single loc repairs: one free re-repair of the same loc within 1 month.
- Extensions and reattachments: free repairs for up to 6 months after the initial service, covering 1 – 5 locs. More than 5 is treated as general upkeep.
- Repairs caused by poor maintenance, product misuse or neglect are not covered.
Photography and privacy
- We document services for marketing and our portfolio. You can opt out at any time by telling your loctician or emailing us; it won’t affect your service.
- Proof-of-attendance photos are for our records only and are never shared publicly.
House rules and liability
- We may refuse service for inappropriate behaviour.
- Please double-check your email and phone number; we can’t be responsible for missed confirmations.
- We are not liable for undisclosed scalp or hair conditions, reactions where a patch test was declined, or lost or damaged belongings. Your statutory rights are unaffected.
WinStamp loyalty card
Our WinStamp loyalty card offers selected free styling rewards: barrel twists, half barrels, half two-strand styles or two-strand twists. Rewards exclude added length, curls or extended styling, can’t be stacked, and one may be used per appointment. Each appointment earns one stamp; if we couldn’t add it on the day, we’ll do so within 48 hours.
Questions
Email customerservice@thelocpod.com or call 020 4572 2212. By confirming a booking you confirm you have read and agree to this policy and its fees. Photo use is opt-out; marketing is opt-in.
