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We would hope you would never need to complain about your services or hair at Secret lengths but if an  issue does arise we have a strict complaints procedure. If the issue is with the hair extensions we will offer to remove the extensions and send back to the supplier for further testing. All hair must be sent back to the supplier as we use only Remi Cachet hair and Remi Cachet will decide if there is any issues with the hair by completing tests. If we find there is any faults or issues with the hair we will aim to replace the hair by discretion of Remi Cachet only. We do not offer refunds on any hair extensions. If you have been to a different salon for any further service on your extensions we will not be able to rectify any problems as we can’t assure the issue has arose from our salon. We will always listen and try and rectify any issues with the hair as best we can before going to the complaints procedure.

• Cancelations and No shows

Every appointment will require a non-refundable deposit of £80 towards your appointment cost.

If you do not cancel or reschedule your appointment within 72 hours of the appointment time your deposit will be kept by the salon.

If no deposit is taken and you cancel within 48 hours of the appointment we will charge a £30 cancelation fee which will be added on to your next appointment which will be required to be paid before we book your next appointment in the diary. If you don’t show for your appointment we have the right to remove you from the diary and deny any future bookings. 

• Patch testing

A Patch test is required for all new hair colouring clients and ill need to be carried out at least 48 hours before the appointment.