terms & conditions

skin test

skin test are required for new customers a minimum of 48 hours prior the colouring.

appointment deposits

deposits for specialist services

For certain services, we require a 50% deposit at the time of booking to secure your appointment. These include, but are not limited to:

• Hair extensions

• Hair smoothing treatments

• Balayage, Airtouch, perms, and other technical services

refundable deposits

For all other appointments requiring a deposit (excluding wedding hair and non-refundable services), refunds will be processed as follows:

• Up to 1 week before your appointment → 100% refunded

• Between 1 week and 48 hours prior → 50% refunded

• Less than 48 hours prior → Non-refundable

non-refundable deposits

Deposits for the following services are strictly non-refundable:

• Hair extensions services

late customers

please arrive to your appointment on time. if you are going to be late please call the salon. clients who expect to arrive later that 15 minutes from their appointment time will unfortunately need to reschedule.

cancellation policy

at dk house, we are committed to provide you with the highest level of service. Your appointments are very important to us, and we reserve this time exclusively for you. To help us manage our schedule effectively and continue delivering an excellent experience for all our clients, we kindly ask that you review our cancellation and deposit policy below.

general cancellations

we understand that sometimes schedules change and adjustments are necessary. However, we respectfully require at least 48 hours’ notice if you need to cancel or reschedule your appointment.

no-show appointment

clients who fail to attend their scheduled appointment without prior notice will be charged 100% of the service cost for the missed appointment. Please note that future appointments cannot be booked until the full amount has been paid upfront.

wedding hair bookings

wedding hair appointments are booked following a consultation and will be quoted individually by your stylist. Please note:

• Wedding quotes may fall outside of our standard pricing structure.

• If required, travel time and travel costs will be included in your quote.

• A 50% deposit is required to secure your booking.

• Full payment must be made two weeks before the event.

wedding hair deposit refunds:

• Up to 1 month before the appointment → 100% refunded

• Between 1 month and 2 weeks prior → 50% refunded

• Less than 2 weeks prior → Non-refundable

complaints

at dk house, we want every guest to absolutely love their hair and leave feeling confident, happy, and cared for. We work hard to deliver the highest level of service, but we understand that occasionally, things may not go as planned. If you’re ever unhappy with any aspect of your visit, we’re here to listen, support you, and find the best possible solution.

1. sharing your feedback

tell us straight away.

If you’re not satisfied with your service, please let us know before you leave the salon. This gives us the opportunity to address your concerns immediately and ensure you leave feeling confident.

after your appointment.

if you notice any issues after you left the salon, please contact us within 7 days of your appointment. The sooner we know, the quicker we can help.

2. how to make a complaint

we want the process to be as simple and stress free as possible. You can reach us in the following ways:

• In Person: Speak directly to your stylist or ask to see the salon manager.

• By Phone: Call us and ask to speak with our Front of House Manager, who will guide you through the process.

• By Email: Email us at cholsey@dkhouse.co.uk Or wallingford@dkhouse.co.uk

with your name, appointment date, stylist’s name (if applicable), and details of your experience.

3. our commitment to resolving complaints

when you raise a concern, we promise to:

• Listen carefully we’ll take time to fully understand your experience.

• Work towards a solution depending on the situation, we may offer to adjust your hair, provide an alternative service, or suggest another appropriate resolution.

• Follow up after any corrective service, we’ll check in with you to ensure you’re happy with the result.

4. refund & exchange policy

while our goal is always to resolve concerns through adjustments or corrective services, we understand refunds may be appropriate in certain situations:

• Refunds for Services: If you’ve followed our policy, contacted us within 7 days, and given us the opportunity to correct the issue but remain dissatisfied, we’ll consider a refund on a case-by-case basis.

• Product Returns: If you’re unhappy with a product purchased from us, as long as it,s unopened and sealed it may be returned within 14 days with proof of purchase, and we’ll offer an exchange or salon credit.

5. our ongoing commitment

your feedback helps us grow. We continuously review and improve our services and invest in regular team training to maintain the highest professional standards. If you ever feel we haven’t met your expectations, please don’t hesitate to reach out, we’re here to make it right.

dk house model policy

at dk house, we are committed to deliver an excellent experience for all our hair models while supporting the ongoing training and development of our apprentices. This policy outlines what you can expect when booking a model appointment and helps us ensure transparency for both our clients and our team.

1. supervision & training

all model services are carried out by apprentices under the direct supervision of an experienced stylist or educator. While we strive to achieve the highest possible standard, please be aware that model appointments are part of a learning environment, and results may vary.

2. appointment duration

model appointments may take longer than standard salon services. Extra time is often required for thorough consultations, guidance, and feedback to ensure proper technique is conducted.

we kindly ask for your patience and understanding, as this process is essential to help our apprentices develop their skills while providing you with quality service.

3. service costs & redos

Model appointments are offered at a significantly reduced cost as part of our training program.

because of this, we are unable to offer complimentary redos or corrections. If you wish to have additional adjustments made by a qualified stylist, we can happily arrange a follow-up appointment at our standard service rates.

4. results & expectations

by agreeing to be a model, you acknowledge that the service is part of a training process. While we will always aim for excellent results, we cannot guarantee the same level of finish as a service carried out by a fully qualified stylist.

5. addressing concerns

if you are unhappy with any aspect of your appointment, please raise your concerns on the day of your visit. We will always do our best to resolve issues within the scope of the training session, but further adjustments by a senior stylist will only be available as a paid service.

6. policy updates

dk house reserves the right to amend this policy at any time to reflect changes in our training structure or salon practices.

thank You

by choosing to be a model, you are playing an important role in shaping the future of our stylists.

we truly value your support and appreciate your trust in helping us train and develop the next generation of talent.

wallingford dk house

dk house cholsey