Terms of Service
Last updated: 14 August 2026
These terms explain what I do, what I need from you, and what each of us can expect. They are written to be read, not to be skimmed past. If anything is unclear, ask before you book.
Who you are contracting with
Matted Hair London, Burgess Court, Adenmore Road, London SE6 4BT. Telephone +44 7902 020201. Email hello@matted.co.uk.
There is one practitioner. The person who answers the phone is the person who does the work.
What the service is
I detangle matted, knotted and severely tangled hair by hand, without cutting. That is the whole of it.
This is not medical treatment. I am not a doctor, a trichologist or a nurse. If your scalp is infected, bleeding, or you have a condition that needs medical attention, see a GP first. I will say so if I think that is the case.
How booking works
You send photographs. I look at them and reply, usually within a few hours. You get an estimate of time and cost before anything is agreed.
An estimate is an estimate. Hair in a photograph and hair in front of me are not always the same thing. If the work turns out to be materially larger than what the photographs showed, I tell you before carrying on, and you decide.
The booking is confirmed when the £100 deposit is paid. Studio hours are Monday to Saturday, 9am to 10pm.
What I need from you
Tell me if the scalp is sore, broken or infected, if there is a skin condition, if there are lice, or if you have had a recent reaction to a hair product. None of these necessarily stop the work. Not knowing about them does.
If the person having the work done is under 18, a parent or guardian arranges the appointment and stays for it.
Home visits
I cover all London boroughs. The travel surcharge is a flat £200 on top of the hourly rate.
I need somewhere to work: a chair, a plug socket, and enough light. A bathroom or kitchen sink helps but is not essential. Arrival is discreet, in plain clothing, with no branding on anything I carry.
Prices and payment
The rate is £100 per hour. There is no consultation fee, no assessment fee and no call out fee inside London. Home visits carry the £200 travel surcharge.
Typical sessions fall between £200 and £1,000 depending on severity. The £100 deposit comes off the total. The balance is due at the end of the session, by card or cash.
Klarna
Klarna pay-in-3 is available at 0% interest. If you use it, the credit agreement is between you and Klarna, not between you and me. Klarna decides whether to approve you, sets the repayment dates, and handles any missed payments under its own terms.
Where a refund is due on a booking paid through Klarna, it is processed back through Klarna, and Klarna adjusts your instalments. It does not come back to you as cash from me.
Cancellations and refunds
These are set out in full in the Refund Policy, which forms part of these terms. In short: 24 hours’ notice and the deposit is refunded or moved; no notice and no attendance, and it is not.
Photographs
I photograph work before and after where you agree to it. Consent is separate from the booking, it is not a condition of being seen, and you can withdraw it later. How photographs are stored and used is set out in the Privacy Policy.
What I can and cannot promise
Since 2020 I have carried out over a thousand documented restorations and have not had to cut in any of them. That is a record, not a guarantee. Every head of hair is different.
What I promise is that I will work carefully, tell you honestly what I see, and stop rather than force something that is going to cause damage. If I believe cutting is the only safe option, I will say so and let you decide. I will not cut without your agreement.
Some hair is fragile before I touch it. Breakage that was already going to happen can happen during detangling. I take care to minimise it, and I will tell you if I see it starting.
If something goes wrong
I carry public liability insurance. If I damage your property during a home visit, or cause you injury through my own negligence, I am responsible for that and my insurance covers it.
Nothing in these terms limits my liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Your rights under the Consumer Rights Act 2015 stand whatever these terms say.
What I am not responsible for is loss that could not reasonably have been expected, or a condition of the hair or scalp that existed before I started and that you did not tell me about.
Behaviour
Sessions are often long and personal. I ask for basic courtesy, and I give it. I will end a session and charge for the time worked if I am treated abusively, or if I am asked to work in conditions that are not safe.
Changes to these terms
If these terms change, the new version is published here and the date at the top changes. The terms that apply to your booking are the ones in force on the day you paid the deposit.
Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you can bring proceedings in your own courts.