Cancellations, deposits and appointment changes

Call 020 8393 1515, WhatsApp 07418 610 621 or email hello@estheralexander.co.uk. Please include your name and the date and time of your appointment. We count notice from when we receive your message, including messages received while the salon is closed. Keep your message or booking confirmation as a record.

With at least 48 hours’ notice, you can cancel or move your service appointment without a cancellation charge. Any appointment deposit can be transferred to your new appointment or refunded to the original payment method, as you prefer.

Where a deposit is required, we will tell you the amount before you pay. Your appointment is confirmed once the required deposit has been received and the team or booking system has confirmed the booking. The deposit is part of your appointment payment and is deducted from your bill.

Extensions consultations require a £5 refundable deposit. When you attend, this can be refunded to your original payment method or, with your agreement, put towards a fitting. If you need to cancel or move the consultation, the notice and fair-charge rules on this page apply. Free consultations do not require an appointment deposit.

Please contact us as soon as you can, even if your appointment is less than 48 hours away. We understand that emergencies happen and will consider your circumstances.

If late cancellation, a late change or a missed appointment leaves us with a loss we cannot reasonably avoid, we may retain part of a deposit or request a reasonable cancellation charge. We will take account of costs we save and whether another client books the time. Any charge will be limited to our actual net loss and will not exceed the price you agreed to pay for the appointment, including any offer or discount.

We will explain the amount and how it was calculated. Any deposit already paid will count towards it, and we will refund any balance due to you. We will not charge twice for the same loss. If a replacement booking and any cost savings cover the loss, no cancellation charge is due. Please contact us if you would like an explanation or believe a charge is incorrect.

Call the salon when you know you may be late. We will explain whether there is still enough time to carry out the service safely, whether a shorter appointment is possible or whether we need to arrange another date. We will discuss any effect on the service and price before going ahead. If rebooking is necessary, the fair-charge principles above apply.

If we need to cancel or move your appointment, we will contact you as soon as possible and offer another time or an available stylist where suitable. If you prefer to cancel, we will refund any deposit or advance payment for the cancelled appointment. You can choose a transfer instead if that suits you.

These terms do not limit your statutory rights. Bookings made online or by phone may also carry a 14-day statutory cancellation right where the Consumer Contracts Regulations apply. If you ask us to provide a service during that period, any payment for work already supplied will be limited to what the law allows. A cancellation right can end after a service has been fully provided only where the required express consent and acknowledgement have been given. Our 48-hour policy does not override these rights.

Esther Alexander Ewell Ltd, trading as Esther Alexander. Company number 10059165. 205 Kingston Road, Ewell, Surrey, KT19 0AB.

Telephone: 020 8393 1515. WhatsApp: 07418 610 621. Email: hello@estheralexander.co.uk.

Reviewed: 23 October 2026. These terms apply to new bookings made after publication. Terms agreed for an existing booking are not changed retrospectively.