Ivory Hair and Beauty

Salon Policies

Appointment Cancellation Policy

We kindly ask that if you wish to cancel or move your appointment that you contact us by telephone, not email or via social media channels. If you fail to call the salon directly to cancel your appointment, this will not be classed as a cancellation. You are required to give us no less than 48 hours’ notice to change or cancel your appointment. If this notice is not given you will be charged 50% of the full service up to the day before the appointment. This policy is in place out of respect for our staff members and our other clients.

If you fail to provide any notice at all, you will be classed as a ‘no show’ and the full amount of the appointment will be charged to your card.

Please note, there are no exceptions for this policy. If you happened to not pay a deposit for an appointment, you will be charged on the next visit for a late cancellation or no show. If you fail to let us know more than once, you will not be rebooked.

dissatisfied SERVICE

If you are dissatisfied with a service, we are more than happy to book you in for a re-do but we will need to be made aware of this within 7 days. The re-do will need to be with the same stylist who carried out your initial treatment, and booked no later than 14 days after the appointment.


We want our salon to be a place where our clients can relax, so we ask for you to leave the kids and friends at home due to spacing and to maintain a relaxing environment.

Lateness Policy

If for any reason you are running late for your appointment please call us on 01277 500016. We work very hard to schedule the right amount of time for each service. Accommodating late guests is often impossible without disrupting every other client scheduled that day. Please be aware that in the unfortunate event that you are late, we cannot guarantee that your services will be performed that day. Lateness of 10 minutes or more may require rescheduling your appointment for another day and the loss of your deposit.

Deposits for Appointments

We are sorry we have to take deposits for appointments at Ivory. However cancellations really do impact the staff’s income.
There is a deposit payable for all appointments. If a deposit isn’t paid, and you are a no-show to an appointment, the full amount will be deducted from your card.
Extension appointments will require a higher percentage because we need to commit to purchase your hair in advance.
Deposits will be deducted from your bill in the salon. Deposits are fully refundable / Transferable if 48 hours’ notice is given for any cancellations or to move your appointment. Please see our lateness policy as deposits will be forfeited if you are late and there is insufficient time to carry out your appointment.

Service Satisfaction

If after your appointment you are not satisfied with your service, we ask you to please contact the salon within 7 days of that service. We would like every opportunity to meet and exceed your expectations, as we value you as a client. If you have simply changed your mind or if you return after the 7 days, normal charges will apply. If you have altered or attempted to alter a hair colour or cut yourself or by a third party it is difficult for us to correct the work.
If you are unhappy with the outcome of your service, please do not feel that you cannot tell us before you leave the salon – in fact this is what we prefer! This gives us the opportunity to do something about it and make sure that you leave happy – which is our goal.

No Shows

In the event you do not show up to your appointment, you will be charged the full amount to your card. If you miss more than one appointments without contacting the salon via telephone, you will be unable to schedule future appointments.

Skin Testing

If a skin test is required for your colour services and you fail to have one done, then we have no choice but to cancel your appointment. Skin tests must be carried out 48 hours or before your appointment. At Ivory we insist on following the rules and regulations of the manufacturers that supply our colour for your own safety and wellbeing.
It is very rare for a reaction to occur but if it does it can be very severe and can even cause hospitalisation – this is a risk that we are not willing to take.

Gift Vouchers

No refunds will be given for gift voucher purchases. Gift vouchers are NOT redeemable for cash. Gift vouchers are valid for 12 months from the purchase date. Gift vouchers are redeemable in salon only against products and services. If change is required this will be given in the form of a credit on your profile at the salon to be redeemed on your next visit.


At Ivory we really want you to LOVE your hair and to make sure we get you booked in for the right service and ensure we can reach your #hairgoals it might be necessary for you to come to the salon for a consultation.

Personal Belongings

While the Ivory team will always endeavour to keep your personal belongings safe and undamaged, we cannot accept any responsibility for loss or damage of your personal possessions while on the premises. We do take every precaution possible to protect your clothes from colour but we would advise you to wear something appropriate to avoid disappointment. High necklines and collars are best avoided. Bag protectors are available at every styling station for you to use as despite our best efforts hair colour can get on the floor and transfer.

Extra Long & Thick Hair

We kindly ask that you let us know at the time of booking your appointment if you are a real-life mermaid and have extra-long hair or thick hair as we may need to book extra time on to your appointment to achieve your desired look. If you do not tell us and our standard appointment time is not long enough, we will have no choice but to reschedule your appointment and you may lose any deposit paid. There may be a surcharge for extra product usage but your stylist will make you aware before we commence the service

Gift Vouchers

1. Vouchers are valid for a year from purchase and can not be used after that date.
2. Vouchers cannot be replaced if lost, stolen or destroyed.
3. Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.
4. If an intended purchase is for a higher amount than the face value of the voucher(s), the difference can be made up with a credit card/cash payment.
5. Vouchers cannot be used in conjunction with any special promotions, discount, coupons or cards.
6. Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event, you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of Vouchers by you to a third party.
7. Vouchers can only be redeemed IN SALON (Ivory 72-74 Ongar Road, Brentwood,Essex CM15). 
8. Vouchers can not be redeemed online, via post or via telephone.
9. Vouchers are redeemable against all services and products sold in the store.