Salon Policies & FAQ
Booking Security Policy
We want booking with SCL to be as easy as possible while making sure appointment times are protected for both our clients and our team.
Booking online
When you book online, we won't take a deposit.
Instead, we'll securely store your card details to reserve your appointment. Your card won't be charged when you book.
If you cancel with less than 48 hours' notice or don't attend your appointment, the applicable cancellation or no-show fee will be charged to the card you've provided, in line with our Cancellation Policy.
Booking by phone or in salon
If you book with our team over the phone or in one of our salons, we'll take a 30% deposit to secure your appointment.
Your deposit will be deducted from your final bill when you visit us.
If you cancel or rearrange your appointment with at least 48 hours' notice, your deposit can be transferred to your new appointment or refunded.
Rebooking before you leave
Rebooking while you're in the salon is the best way to secure your favourite stylist and your preferred appointment time.
When you rebook during your appointment, we won't take a deposit. Instead, we'll securely store your card details, and the same 48-hour cancellation and no-show policy will apply.
A quick reminder
If you need to change your appointment, just let us know at least 48 hours before it's due to start.
That gives us the chance to offer your appointment to another client and helps keep everyone's schedules running smoothly.
Thanks for helping us look after our team and make sure every appointment is available for someone who wants it.
Appointment Cancellation & No-Show Policy
Life happens. Plans change. We get it.
If you need to cancel or move your appointment, please give us at least 48 hours’ notice. That gives us enough time to offer your appointment to another client and keeps things fair for our team.
Cancelling with more than 48 hours’ notice
If you cancel or reschedule at least 48 hours before your appointment, there’s no cancellation fee.
If you paid a deposit, we can either transfer it to your new appointment or refund it.
Cancelling with less than 48 hours’ notice
If you cancel with less than 48 hours’ notice, your deposit will be non-refundable.
If we have your card details stored, we may charge a cancellation fee to the card on file. This will never be more than the total cost of the appointment you booked.
Not showing up
If you don’t attend your appointment and haven’t let us know, this will be treated as a no-show.
If you paid a deposit, your deposit will be non-refundable.
If we have your card details stored, we may charge a no-show fee to the card on file. This may be up to the full cost of the appointment you booked.
You may also need to pay a new deposit or provide card details before booking with us again.
If you miss three appointments without contacting us, we may no longer be able to accept future bookings.
If we need to cancel
If we ever need to cancel your appointment, we’ll contact you as soon as possible.
If you paid a deposit, we’ll either transfer it to your new appointment or refund it in full.
Why we have this policy
Last-minute cancellations and no-shows are hard to fill, which means another client misses out and our team loses appointment time.
This policy helps us protect everyone’s time while keeping things as fair and flexible as possible.
Thank you for understanding, and for helping us keep the salon running smoothly.
Online Bookings: Let’s Talk Timing
Online booking is there to make life easier. Pick your service, choose your stylist, grab your slot. Lovely.
Sometimes, though, we may need to make a small adjustment to your appointment time so it sits properly in your stylist’s day.
Why? Because salon timing is a bit of a puzzle. Certain services need to sit at certain points in the day so your stylist has enough time to give every client the care, attention and very excellent hair they deserve.
So if you book a cut and blow-dry at 4:30pm, for example, we may ask to move it slightly to 4pm or 5pm. Nothing dramatic. Just a little shuffle to avoid awkward gaps and keep the day flowing properly.
If your appointment time absolutely has to stay as booked, please book with us directly instead of online. Call us, email us or use live chat, and we’ll help find the best slot for you.
Thanks for understanding. We’ll always do our best to make the timing work for you, your stylist and the rest of the day.
Lateness Policy
Running late? It happens.
If you think you’re going to be late for your appointment, please call us as soon as you can on 0207 221 2227.
We plan each appointment carefully so every client gets the time, care and properly gorgeous hair they came in for. When someone arrives late, it can have a knock-on effect on the rest of the day.
If you’re more than 10 minutes late
If you arrive more than 10 minutes late, we may need to shorten your service or reschedule your appointment for another day.
If we’re unable to carry out your appointment because you’re late, your deposit may be non-refundable.
If we have your card details stored, we may also charge a late cancellation fee to the card on file. This will never be more than the total cost of the appointment you booked.
Why we have this policy
It keeps things fair.
Fair for you, fair for the client after you, and fair for the stylist whose day has been carefully booked around each appointment.
Thank you for helping us keep the salon running smoothly.
Service Satisfaction Guarantee
We want you to leave SCL loving your hair. Obviously.
If something doesn’t feel right after your appointment, please email us within 7 days so we can look into it properly and, where needed, make it right.
What this covers
Our Service Satisfaction Guarantee covers genuine concerns where your final result doesn’t match what was agreed during your consultation.
That could include:
Colour, cut or treatment results that don’t reflect the agreed service plan.
A clear oversight during your appointment.
Something that needs adjusting to bring the result in line with what was discussed.
What this doesn’t cover
There are a few things this guarantee can’t cover:
Changing your mind
If you leave happy but later decide you’d prefer something different, any new service or change will be charged as usual.
Third-party changes
If another stylist, salon or person has altered your hair after your appointment, the guarantee no longer applies.
DIY changes
Box dye, home colour, cutting your own hair, at-home treatments or any other DIY adjustments will void the guarantee.
Anything raised after 7 days
Concerns must be raised within 7 days of your appointment. After that, any additional work will be charged as a new service.
How to let us know
Please email us at hello@samanthacusicklondon.com within 7 days of your appointment.
You’re always welcome to call the salon first, but all concerns must also be sent by email so we have a clear record of what’s happened and can make sure the right person reviews it.
Once your concern has been logged, we may ask you to come in for a complimentary consultation so we can assess your hair in person.
If an adjustment is agreed, it must be booked and completed within 10 days of the complaint being logged. After this, the complimentary adjustment will no longer be available.
Why we have this policy
Hair is personal. We take that seriously.
This policy helps us handle concerns quickly, fairly and professionally, while making sure every adjustment is based on the original consultation and agreed service plan.
We’re here to help, and we’ll always do our best to make sure you feel properly looked after.
Tape Extension Service Satisfaction Guarantee
Tape extensions are semi-permanent, which means how long they last can be affected by things outside the salon: aftercare, products, heat, weather, natural oils and how often you wash or style your hair.
We take every care when applying your extensions, but we can’t control what happens once you leave the salon.
If you have any concerns about your tape extensions, please contact us within 7 days of your application appointment.
After 7 days, we’re unable to take responsibility for the condition of the tapes or how they’re holding, unless there is a confirmed issue with the original application.
To get the best from your extensions, please follow your stylist’s aftercare advice closely. It really does make all the difference.
Booked a Lightening Service?
Balayage, highlights and other lightening services include a standard toner to help us get your colour looking fresh, glossy and beautiful.
If your colour needs something more bespoke, like a rooted toner, colour melt or a more creative finish, your stylist will talk you through the best option during your consultation.
If extra time or product is needed, we’ll update your booking and let you know about any additional cost before we go ahead.
Fringe Trim Policy
We love a good fringe. We also know it has a mind of its own approximately 12 minutes after being cut.
Complimentary fringe trims
If you’ve had a haircut with us, you’re welcome to one complimentary fringe trim within 6 weeks of your appointment.
This is included as part of your haircut aftercare and must be used within the 6-week window.
Complimentary fringe trims can’t be pre-booked online. Please contact us on the day you’d like to come in, and we’ll do our best to find you a slot.
Chargeable fringe trims
A fringe trim is £15 if:
You’re a new client.
You haven’t had a haircut with us in the last 6 weeks.
You’ve already used your complimentary fringe trim.
How to book
Fringe trims aren’t available to book online.
To arrange one, please call us, email the salon or use live chat.
We’ll always try our best to fit you in on the day.
Skin Sensitivity Testing
Your safety comes first. Always.
Before we carry out a colour service, we need to make sure you’ve completed the required skin sensitivity test. It’s quick, simple and helps us check that your skin is happy with the colour products we’ll be using.
When you need a skin test
You’ll need to complete a skin sensitivity test at least 48 hours before your colour appointment if:
You’re a new colour client at SCL.
It’s been more than 6 months since your last colour service with us.
Your stylist or our team has advised that a new test is needed.
What happens if you don’t complete it?
We can’t carry out a colour service without a valid skin sensitivity test.
If you arrive for your appointment and the test hasn’t been completed in time, we’ll need to cancel or reschedule your colour service.
If we’re unable to go ahead because the test hasn’t been completed, your deposit may be non-refundable. If we have your card details stored, a cancellation fee may also be charged in line with our Cancellation Policy.
How to complete your skin test
You have two options:
Pop into the salon
Visit any SCL salon and one of our team will complete the test for you. It only takes a few minutes.
Use a postable skin test kitRather do it at home? We can send you a postable skin test kit so you can complete it before your appointment.
Why we have this policy
Colour reactions are rare, but they can happen, and we’re not here to take chances with your health.
This policy helps us follow manufacturer guidance, protect your safety and make sure your colour appointment can go ahead exactly as planned.
Thank you for helping us keep your visit safe, smooth and stress-free.
Hair Colouring During Pregnancy
Pregnancy comes with enough decisions. Your hair doesn’t need to be one of the stressful ones.
While hair colouring is generally considered safe during pregnancy, we want you to feel fully informed, comfortable and looked after before going ahead with any colour service.
What the NHS says
The NHS advises that the chemicals in permanent and semi-permanent hair dyes are not highly toxic. Research is limited, but the available evidence suggests that colouring your hair during pregnancy is usually safe.
Our policy
At SCL, we take a cautious approach.
We don’t carry out colour services during the first trimester of pregnancy.
After the first 12 weeks, we’re happy to discuss your colour options with you and make sure your appointment feels safe, comfortable and right for you.
For extra peace of mind
We always recommend speaking to your doctor, midwife or healthcare provider before booking a colour appointment during pregnancy.
They know your pregnancy best, and we want you to feel completely confident before sitting in the chair.
For more information, you can visit the NHS guidance: Is it safe to dye hair during pregnancy?
Brazilian Blowdry & Keratin Blowdry Policy
Brazilian blowdries and keratin treatments can be amazing for smoother, sleeker, frizz-controlled hair.
But they’re not suitable for everyone.
Pregnancy
We don’t offer Brazilian blowdry or keratin blowdry treatments during pregnancy.
Some treatments use strong ingredients and heat, and we’d rather take the cautious route when it comes to your health and your baby’s.
Under 18s
We don’t offer Brazilian blowdry or keratin blowdry treatments to clients under 18.
Younger hair and scalps can be more sensitive, and these services involve heat and professional smoothing formulas that aren’t suitable for children or young people.
Not sure?
Please speak to your doctor, midwife or healthcare provider before booking if you have any medical concerns.
Your safety comes first. Glossy hair is great, obviously, but not at the expense of your wellbeing.
Hair Tinsel
A little sparkle? Always.
Hair tinsel is a temporary add-on, designed to be fun, playful and very much not forever.
On average, tinsel lasts around 7–14 days, but this can vary depending on your hair type, how often you wash and style your hair, and general day-to-day life.
Some clients find it stays in longer. Some lose a few strands sooner. That’s tinsel, babe.
Because it’s temporary by nature, we can’t guarantee how long it will last once you leave the salon.
Tinsel colours may also vary depending on what we have in stock at the time of your appointment. We’ll always have gorgeous options, but we can’t promise specific shades in advance.
Sparkle while it lasts. That’s kind of the whole point.
Gift Voucher Terms & Conditions
Gift vouchers are a very good idea. Excellent taste, honestly.
Here’s everything you need to know before buying or using one.
Validity
Gift vouchers are valid for 12 months from the date of purchase.
Please use your voucher before it expires, as we’re unable to accept expired vouchers.
Using your voucher
Gift vouchers can be used towards services or products in our salons.
If your appointment or purchase costs more than the value of the voucher, you can pay the remaining balance by card or cash.
If you don’t use the full voucher value in one visit, the remaining balance will stay on the voucher and can be used another time before the expiry date.
No cash change will be given.
Where vouchers can be used
Gift vouchers can be redeemed in person at our SCL salons:
Samantha Cusick London, 284 Westbourne Park Road, London, W11 1EH
Samantha Cusick London, 5 Rathbone Square, Fitzrovia, London, W1T 1EB
Samantha Cusick London, 13 Old Broad Street, London, EC2N 1DW
Vouchers can’t be redeemed online, by post or over the phone.
Booking an appointment
Appointments may be needed to use your voucher, depending on the service.
Please book in advance and check our booking, cancellation and skin testing policies before your visit.
Promotions and discounts
Gift vouchers can’t be used with promotions, discounts, loyalty rewards or special offers.
You can use more than one gift voucher in a single transaction.
Lost, stolen or damaged vouchers
Please look after your voucher like cash.
We can’t replace gift vouchers if they’re lost, stolen or damaged.
Refunds and cash value
Gift vouchers are non-refundable and can’t be exchanged for cash, unless required by law.
They also can’t be exchanged for another voucher denomination.
Transfers and resale
Gift vouchers are intended for the person they were bought for.
Wedding Trial Services
Your wedding hair needs to feel like you. Just a little more polished, photographed from every angle, and ready for the group chat.
A wedding trial gives you time with your stylist before the big day to test your look, talk through your vision and make sure everything feels right.
What happens during a wedding trial?
Your trial is where we bring the ideas together.
We’ll talk through your hair, your outfit, your plans for the day, and the kind of finish you want, soft, sleek, romantic, effortless, full glam, or somewhere beautifully in between.
It’s your chance to:
Try your chosen wedding hairstyle.
Refine the details with your stylist.
See how the look works with your hair, features and overall vision.
Feel confident before the actual day.
Basically, it’s the hair rehearsal. Very important. Much less stressful than the seating plan.
Payment
Wedding trials are chargeable services.
The fee covers your stylist’s time, expertise, consultation, preparation and the appointment itself.
The trial fee applies whether or not you decide to book us for your wedding day.
Refunds
Wedding trial fees are non-refundable.
This is because the appointment is a standalone professional service and your stylist’s time is reserved especially for you.
Cancellations and changes
If you need to cancel or move your wedding trial, please give us at least 48 hours’ notice.
Cancellations or changes made with less than 48 hours’ notice may be charged in line with our Cancellation Policy.
After your trial
There’s no obligation to book your wedding day with us after your trial.
Of course, we hope you’ll leave feeling completely confident that we’re the right fit. But the trial is there to help you make that decision properly.
Questions?
Email us at hello@samanthacusicklondon.com and we’ll talk you through it.
We’d love to be part of your wedding morning.
They can’t be resold or transferred for commercial use without our permission. Selling SCL gift vouchers online without our written consent is not allowed.
Questions?
Email us at hello@samanthacusicklondon.com or call 0207 221 2227.
We can’t wait to welcome you, or the very lucky person you’re treating, into the salon.
The Inside, by SCL — Reward Programme Terms
We built The Inside as a genuine thank you for choosing us, not a marketing add-on. It's our way of giving something back every time you invest in your hair with SCL. Here's exactly how it works, in plain terms, so there's never any guesswork on either side.
The basics
The Inside is our complimentary loyalty programme for SCL clients, run by Samantha Cusick London.
By collecting or redeeming points, or by earning reward credit through a gift card purchase, you agree to these terms.
Points, reward credit, rewards, and benefits have no cash value and can't be exchanged for cash, refunds, or credit outside the programme.
We may update, pause, or end the programme, or adjust points, reward credit, or rewards, at any time.
Earning points and reward credit
You'll earn points when you pay in full for eligible services and retail products at SCL, and reward credit when you purchase a gift card. Current rates for each of these are set out on the Reward Menu and may be updated from time to time.
Points and reward credit are added once your appointment or purchase is completed and paid for in full.
Points and reward credit can't be added retrospectively to past visits or purchases.
Certain promotions, discounted services, packages, or already-discounted gift vouchers may be excluded from earning points or reward credit, at our discretion.
Bonus offers, such as double points, are limited time only and may be changed or withdrawn.
Redeeming rewards
Points and reward credit can only be redeemed against items on The Inside Reward Menu (the Boosts, the Rituals and the Olaplex Edit), subject to availability. They can't be used as a general discount against any other service, product, or purchase.
A minimum balance of 400 points, or its reward-credit equivalent, is needed before any redemption can be made.
Up to £75.00 of points or reward credit can be redeemed per invoice.
Some items on the Reward Menu must be booked alongside a qualifying service, for example a Boost with a colour or styling appointment, or a Ritual with a blow-dry, as set out on the current Reward Menu. Redemption isn't available unless the qualifying service is also booked and completed on the same visit.
Rewards must be redeemed in salon and can't be transferred to another person, account, or visit, or exchanged for an alternative service, product or reward-menu item once booked.
Points and reward credit can't be used towards deposits, gift vouchers, cash, or credit.
Reward appointments are subject to stylist and schedule availability.
Product rewards
Product rewards on the Reward Menu (the Olaplex Edit) are designed to complement your in-salon visit.
Products redeemed using points or reward credit must be claimed alongside a booked and completed paid service, on the same visit.
Product rewards can't be redeemed or collected as a standalone retail transaction.
We may limit the number of product rewards redeemed per appointment.
Expiry and account activity
Points and reward credit expire 12 months from the date each one is earned, whether you've visited or purchased in between.
We'll send a reminder 2 weeks before any points or reward credit are due to expire, so you have a chance to use them.
Expired points and reward credit can't be reinstated.
Cancellations and no-shows
If a reward appointment, or its qualifying companion service, is cancelled with less than 48 hours' notice, or missed, the points or reward credit used may be forfeited.
This applies whichever half of a paired booking is cancelled. Cancel or reschedule either the reward appointment or its qualifying companion service with at least 48 hours' notice, and the points or reward credit stay on the account to use another time. Cancel with less notice, or miss either half, or they're forfeited under the rule above.
Repeated cancellations, no-shows, or misuse may result in restricted access to the programme.
Returns and adjustments
If a purchase is refunded, any points or reward credit earned from that purchase will be removed from your balance, including reward credit earned from a refunded gift card.
We reserve the right to correct any points or reward credit added in error.
Plus Ones & Dogs
Bringing someone with you? Lovely. Just let us know first.
Our salons are cosy, busy and carefully booked, so if you’d like to bring a plus one, please give our front-of-house team a heads-up before your appointment.
That way, we can make sure there’s enough space for everyone to feel comfortable.
Bringing your dog?
We’re dog-friendly, because obviously.
If you’re bringing your four-legged friend, we just ask that they’re:
House-trained.
Vaccinated.
Friendly with people and other dogs.
Kept with you throughout your appointment.
We have dog bowls in salon, but you’re welcome to bring anything that helps them feel settled.
Tiny salon. Big dog love. Just tell us before you arrive.
Consultations
Every great hair journey starts with a proper conversation.
Our consultations are complimentary and designed to give you clarity, confidence and a personalised plan before your appointment.
You’ll find consultations within each relevant service category when booking online, so you can choose the right specialist from the start.
In-salon consultation
A dedicated appointment in salon to assess your current hair, talk through your goals and create a plan that works for you.
Perfect if you’re planning a bigger change, need expert advice or want to talk things through face to face.
Virtual consultation
A video consultation for anyone who’d rather chat remotely before coming into the salon.
Ideal if you’d like initial guidance, live further away or want to check what’s possible before booking.
When to book one
Please book a consultation if:
You’re a new client.
You haven’t visited us in 12 months or more.
You’re planning a bigger colour change, correction or transformation.
No pressure. No hard sell. Just honest advice, expert guidance and a plan that makes sense for your hair.
Appointments with a Graduate Colourist & Stylist
Our Graduate Colourists and Stylists are talented, trained and supported by our wider team, but they’re still building experience behind the chair.
Appointments with a graduate may take a little longer, and results can sometimes vary more than they would with a more experienced stylist.
They’re a brilliant option if you’re flexible, open-minded and happy to support the next generation of SCL talent.
If you have a very specific vision, a complex colour history or detailed requirements, we recommend booking with one of our more experienced stylists so we can give you the best possible match for your hair goals.
Personal Belongings
Please keep your personal belongings with you during your appointment.
We’ll always take care around your clothing and belongings, but we can’t accept responsibility for loss or damage to personal items while you’re in the salon.
If you’re booked for a colour service, we recommend avoiding expensive, delicate or light-coloured clothing. High necklines, collars and bulky hoods can also get in the way of your service.
Basically: colour day is not the day for your most emotionally valuable white shirt.
Extra Long or Thick Hair
Extra long hair, thick hair or hair that hasn’t been seen in a while may need extra time, extra product or both.
If your hair is extra long or thick, or it’s been more than 3 months since your last appointment, please let us know when booking.
This helps us book the right amount of time and make sure your stylist can give your hair the attention it deserves.
Additional charges of £30–£50 per service may apply where extra time or product is needed.
If extra time is needed but hasn’t been booked in advance, we may need to adjust, shorten or reschedule your appointment. If we’re unable to go ahead, your deposit may be non-refundable. If we have your card details stored, a fee may also be charged in line with our Cancellation Policy.
Child Policy
Children are very welcome at SCL, but salon life involves hot tools, colour, sharp scissors and very busy stylists.
For everyone’s safety, children under 12 must be accompanied by an adult at all times.
Children can’t sit at styling stations unless they’re having a service, and they must not move around the salon unsupervised.
Thank you for helping us keep the salon calm, safe and lovely for everyone.
Service Timing & Adjustments
Great hair takes the right amount of time.
Sometimes, once your stylist has seen your hair in person, they may recommend extra time, additional product or a different approach to achieve the result you're looking for.
This is most common with:
Colour corrections.
Major colour changes.
Extra-long or particularly thick hair.
Hair that needs more work than originally expected.
If this means your appointment or price needs to change, we'll always explain everything before we go ahead.
No surprises. No awkward conversations at the till. Just honest advice and the best plan for your hair.
Looking After Your Hair
Your appointment doesn't end when you leave the salon.
Your stylist will recommend the best products, routines and maintenance schedule to help keep your hair looking its best between visits.
Following this advice will give you the longest-lasting results.
If recommended aftercare isn't followed, for example using unsuitable products or leaving colour maintenance much longer than advised, we can't guarantee the longevity or performance of your service.
Photography & Social Media
Good hair deserves its moment.
With your permission, we may take photographs or videos before and after your appointment to showcase our work.
These images may be used across our website, social media channels or other SCL marketing.
Not your thing? Absolutely no problem.
Just let your stylist know before we take any photos, and we'll happily keep the cameras away.
Operational Fee
We believe in being upfront about what you're paying for.
That's why every appointment includes a £4.50 Operational Fee.
Rather than quietly increasing the price of every service, we've chosen to separate out part of the cost of the professional products, tools and consumables used during your appointment.
In short, it's a more honest way of doing things.
Why don't you just increase your prices?
Because not every appointment uses the same amount of product.
A balayage uses very different materials to a fringe trim or a blow dry, so we'd rather keep our service prices fair and clearly show part of the cost of the products used to create your hair.
What does the fee cover?
The Operational Fee helps cover professional colour, lighteners, treatments, foils, gloves, towels, disposables and the other consumables used throughout your appointment.
We also absorb around half of these costs ourselves because we believe investing in quality products shouldn't mean compromising on quality.
It allows us to continue using the professional products we trust while keeping our pricing as transparent as possible.
We'd rather explain exactly what you're paying for than quietly increase every service across the board.
Right to Refuse Service
We want SCL to be a welcoming, respectful space for everyone.
We reserve the right to refuse or end a service where a client behaves in a way that's abusive, threatening, discriminatory or inappropriate towards our team or other clients.
We may also refuse future bookings where appointments are repeatedly missed or our salon policies are not respected.
Thank You
Thanks for taking the time to read our policies.
They're here to protect our clients, support our team and help every appointment run as smoothly as possible.
We may update these policies from time to time, so please check back occasionally for the latest version.
If you ever have a question, just ask. We're always happy to help.
We can't wait to welcome you into the salon.