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SALON POLICIES & APPOINTMENT GUIDELINES
Hair by Gemma Kilbane
To ensure a smooth, professional and enjoyable experience for all clients, please take a moment to review the salon policies below.
INDEX
• Advanced Booking
• Booking & Managing Your Appointment
• Communication
• Services
• Finishing Options
• Deposits
• Cancellations & Rescheduling
• Late Arrivals
• Consultations
• Patch Testing
• Health & Medical Disclosure
• Food & Drink Allergies
• Children in Salon
• Price Adjustments
• Gift Vouchers
• Product Returns
• Photography & Social Media
• Service Adjustments
ADVANCED BOOKING
Due to the salon operating at full capacity, I strongly recommend booking your appointments in advance to secure your preferred dates and times.
To ensure continuity and avoid disappointment, I advise maintaining at least two future appointments booked ahead where possible. This is the most reliable way to guarantee that you are accommodated at times that suit you.
While I always do my best to adjust and accommodate requests where possible, availability cannot be guaranteed, particularly as new clients are being welcomed into the salon.
Planning ahead ensures a smooth and consistent experience.
BOOKING & MANAGING YOUR APPOINTMENT
All appointments must be made via my online booking system, accessible through the link on my website or via the action button on my Instagram.
Once your appointment is booked, you will receive a confirmation email. This email contains your appointment details and allows you to view and manage your booking.
Appointments may be rescheduled via the link in your confirmation email up to 48 hours prior to your scheduled appointment time.
If you wish to cancel or reschedule within the 48-hour notice period, please contact me directly via email at gemma@hairbygemmakilbane.com.
Changes to appointment services or timings (for example, switching from a haircut to a colour service, adding or removing services, or changing the length of the booking) must be requested by email and may not always be possible due to scheduling constraints.
COMMUNICATION
As I operate the salon independently and manage all appointments personally, all appointment-related communication must be made via email.
Please do not use text message or social media platforms for appointment requests, amendments, or enquiries, as these channels are not monitored for bookings.
As I run fully booked working days, responses may not be immediate and are typically handled in the evening. Your patience and understanding are greatly appreciated.
SERVICES
Fringe trims are complimentary for existing clients between haircut appointments.
If you are considering a significant restyle (for example, a substantial length change or shape transformation), please notify me in advance so that additional time can be allocated where necessary. Where extra time is required, this will incur an additional charge in line with the extended appointment time.
All colour pricing listed on the booking system is shown as “from” and serves as an estimate of the final cost. The final price may vary depending on the amount of product required, the time involved, and the technical process carried out during your appointment.
FINISHING OPTIONS
When booking a colour service, please select your preferred finish at the time of booking:
• Express Finish – a polished finish using airflow and either a straight or soft wave result with Dyson Professional styling tools.
• Full Professional Blow Dry – a full brush styling service using Dyson Professional styling tools to create a more structured, voluminous, or long-lasting finish.
Both finishing options are chargeable services, with pricing reflective of the time and styling technique involved.
Additional styling requests, including extended styling time or pinning/setting curls for longer hold, must be selected in advance and may incur an additional charge.
To allow accurate timing and pricing, please ensure you select the correct hair length option when booking (above shoulder length or longer/thicker than shoulder length).
DEPOSITS
All appointments require a 50% deposit to secure the booking.
For online bookings, the deposit is taken automatically at the time of scheduling.
All appointments made in-salon or via email also require a 50% deposit to confirm the booking. For email bookings, payment can be processed securely by taking card details over the phone or by using a card stored within the salon booking system.
An appointment is only confirmed once the deposit has been successfully processed.
Deposits are non-refundable in the event of late cancellation or no-show and will be applied in accordance with the salon cancellation policy.
Where adequate notice (48 hours or more) is given, deposits may be transferred to a rescheduled appointment.
CANCELLATIONS & RESCHEDULING
A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
Cancellations made within 48 hours will incur a charge of 50% of the booked service cost.
No-shows (failure to attend without notice) will be charged at 100% of the booked service cost.
If you attend your appointment and choose not to proceed with the service originally booked — for example, booking a colour or haircut and deciding on the day not to go ahead — this will be classed as a last-minute cancellation and the full booked service will remain chargeable.
If you wish to alter or remove a service from your booking, this must be done prior to the 48-hour cancellation window in order to avoid incurring charges.
Genuine illness or unforeseen circumstances may be considered at my discretion. Open communication is always appreciated.
LATE ARRIVALS
If you anticipate being late, please notify me by email as soon as possible.
Appointments arriving more than 15 minutes late may require an adjustment to the scheduled service in order to avoid impacting subsequent clients.
In some cases, the appointment may need to be rescheduled in accordance with the salon cancellation policy.
CONSULTATIONS
All new clients are required to attend a consultation prior to booking certain services.
Consultations are 30 minutes in duration and are charged at €60. This fee is non-refundable and must be paid in advance in order to secure the appointment.
A consultation is a standalone professional service and is not deductible from future services or products.
The standard salon cancellation policy applies to consultation appointments.
PATCH TESTING
A patch test is required at least 48 hours prior to any colour or technical service.
This is a mandatory safety requirement and cannot be waived.
If a patch test has not been carried out within the required timeframe, the colour or technical service will not be able to proceed and the appointment may need to be rescheduled in accordance with the salon cancellation policy.
If you have not had a colour service at the salon within the last six months, a new patch test will be required before any further colour or technical appointment can be carried out.
If you wish to arrange or update your patch test, please email gemma@hairbygemmakilbane.com. Once your patch test is up to date, you may then be offered last-minute colour appointments where availability arises, including through the cancellation list.
HEALTH & MEDICAL DISCLOSURE
For your safety and to ensure the best possible results, it is essential that you inform me of any relevant medical conditions, medications, allergies, or changes to your health prior to your appointment.
This includes (but is not limited to):
• Previous allergic reactions to hair colour or cosmetic products
• Current medications that may affect the hair or scalp
• Pregnancy or recent hormonal changes
• Chemotherapy or recent cancer treatments
• Skin conditions affecting the scalp
• Open wounds, sores, irritation, or infections on the scalp
• Recent use of henna, metallic salts, or at-home colour
Failure to disclose relevant medical information may affect the suitability of certain services and could result in the service being postponed in the interest of your safety.
Your health and wellbeing are always the priority.
FOOD & DRINK ALLERGIES
Complimentary refreshments may be offered during your appointment.
If you have any food or drink allergies or dietary restrictions, please inform me in advance.
While every effort is made to provide a safe and considerate environment, clients remain responsible for disclosing any allergies or sensitivities prior to consumption.
CHILDREN IN SALON
The salon operates as an adult-only environment and does not provide services for children.
Due to health and safety considerations — including sharp furniture edges, glass bottles, and professional tools — the space is not suitable for accompanying children.
Thank you for your understanding in helping to maintain a safe and calm environment for all clients.
PRICE ADJUSTMENTS
Service and product prices are subject to review and may be adjusted periodically in line with supplier costs, operational overheads, and market conditions.
The price applicable to your appointment is the price confirmed at the time of booking. Current pricing is always reflected within the online booking system.
GIFT VOUCHERS
Gift vouchers are non-refundable and cannot be exchanged for cash.
Vouchers won through promotions or giveaways are non-transferable and must be used by the named recipient.
PRODUCT RETURNS
Retail products may be returned within 14 days of purchase provided they are unopened, unused, and in their original condition.
For hygiene and safety reasons, opened or used products cannot be refunded or exchanged unless deemed faulty.
Proof of purchase may be required.
PHOTOGRAPHY & SOCIAL MEDIA
From time to time, photography or video content may be captured within the salon for marketing purposes.
Permission will always be requested beforehand.
If you prefer not to be featured, please let me know at any stage. Your image will never be used without your consent.
By agreeing to be photographed or filmed, you consent to the use of this content across the salon’s digital and marketing platforms.
SERVICE ADJUSTMENTS
Your satisfaction is extremely important to me. My priority is that you leave the salon feeling confident and happy with your hair.
If you have any concerns regarding your colour or haircut, please contact me by email within 7 days of your appointment so that I can review and, where appropriate, make any necessary adjustments.
I kindly ask that you reach out directly rather than seeking advice or corrective work elsewhere, as I am best placed to assess and resolve any concerns relating to the service carried out.
Adjustments can only be considered where the hair has not been altered, coloured, cut, or treated by another salon following your appointment.
Adjustments will not be considered after the 7-day period and do not apply in cases of a change of mind.
Open communication is always welcome and concerns will be handled professionally and without judgement.
Hair By Gemma Kilbane
22 South William Street, Dublin 2, Ireland