Refund Policy
Last updated: 14 August 2026
This policy explains when money is returned to you, how long it takes and what to do if something goes wrong. It applies to the £100 booking deposit and to any balance you pay for work carried out.
The deposit
A £100 deposit secures your booking. It is not an extra charge. It comes off the final price of the session, so if the session costs £400, you pay £300 on the day.
If you need to cancel or move your appointment
Let me know at least 24 hours before your appointment and I will either move you to another slot or refund the deposit in full. Whichever you prefer.
To cancel or rearrange, call or message +44 7902 020201, or email hello@matted.co.uk. A voicemail or a text counts, as long as it reaches me 24 hours before.
If you do not attend and did not tell me
The deposit is not refunded. I hold the slot for you and turn other clients away for it, and 24 hours is enough notice for me to offer it to someone else.
If something genuinely unavoidable happened, tell me anyway. I would rather hear about it than assume the worst.
If I cancel
If I have to cancel for any reason, you get the deposit back in full, and I will offer you the earliest slot I have. If illness or an emergency stops me on the day, you will hear from me as soon as I know.
If the work cannot be completed
Sometimes a mat turns out to be worse than it looked in photographs, or the scalp is too sore to continue safely. If I stop for that reason, you pay only for the time actually worked, at £100 per hour, and the deposit comes off that. If we stop within the first hour, you pay nothing beyond the deposit.
If I judge before starting that the work should not go ahead at all, the deposit is refunded in full.
If you are not happy with the work
Tell me before you leave, or as soon as you notice. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill. If it was not, you are entitled to have it put right, and if that is not possible or takes too long, to a price reduction.
I would rather fix something than argue about it. Ring or email and describe what is wrong.
How refunds are paid
Refunds go back to the card you paid with, through Stripe. I start the refund the same day I agree it. Stripe usually returns the money to your account within five to ten working days, depending on your bank. I cannot make it faster than your bank allows.
Cash payments are refunded in cash or by bank transfer, whichever you prefer.
Bookings made online or by phone
When you book without meeting me first, the Consumer Contracts Regulations 2013 give you 14 days to change your mind and get your money back, without giving a reason. That right belongs to you and I do not ask you to sign it away.
The one exception is where you ask me to start the work inside those 14 days and I complete it. Once a session is finished, the 14 day right no longer applies to it. The deposit rules above still stand, and you keep every right under the Consumer Rights Act if the work was not done properly.
Complaints
Tell me first. Ring +44 7902 020201 or write to hello@matted.co.uk, and say what happened and what you would like done. I answer within two working days.
If we cannot sort it out between us, you can take the matter further through your local Trading Standards service, contacted through the Citizens Advice consumer helpline on 0808 223 1133, or through the county court.
Nothing in this policy limits your legal rights.
Who you are dealing with
Matted Hair London
Burgess Court, Adenmore Road, London SE6 4BT
Telephone: +44 7902 020201
Email: hello@matted.co.uk