Booking & Service Policy
We are committed to offering a thoughtful, professional and luxury experience. To ensure we respect your time, our time, and the quality of your results, please take a moment to review the full policy below.
By confirming a booking, you acknowledge and agree to the terms outlined here.
1. BOOKINGS & PAYMENTS
- A deposit is required to confirm your appointment.
- Deposits are refundable, minus a 5% handling fee, if cancelled at least 24 hours in advance.
- The remaining balance is due after your service has been completed.
- Bookings open one month in advance, with the exception of weddings, which can be booked up to three months in advance. Please contact our hotline directly to secure wedding dates or special occasions.
- Should a booking accidentally be made outside of the one-month window, stylists reserve the right to cancel it with notice.
2. CUSTOMISATION, WASH & PREP SERVICES
- If your appointment includes washing, treatment, or lace customisation, please drop off your wig or hair at least 3 days before your appointment. This ensures we have enough time to prepare thoroughly.
- Hair brought to your appointment must be clean, dry, and detangled.
- A prep fee may apply if extra time is needed and we’re able to accommodate it in the schedule.
- We do not offer natural hair service, including cornrows.
3. USING YOUR OWN HAIR OR LACE
- We welcome the use of your own bundles or lace. While pre-approval is recommended for best results, it’s not required.
- We recommend HD lace for the most seamless, natural finish.
- All lace types are accepted, but results are not guaranteed when using lower-quality or incompatible lace.
- Older wigs are accepted, though final results may be impacted by their condition. Please understand that expectations may need to be adjusted.
4. HOUSE CALLS & OFF-HOUR BOOKINGS
- We do not offer house calls.
- Exceptions apply for weddings, events, or media productions, which are billed at half-day or full-day rates depending on location and timing.
- Appointments outside regular business hours are possible by request and are subject to an additional R500 fee.
5. RESCHEDULING POLICY
- You may reschedule your appointment with at least 24 hours’ notice. One complimentary reschedule is allowed per booking.
- Rescheduling with less than 24 hours’ notice will result in loss of your deposit. A new deposit will be required to secure a new time.
- If rescheduling due to illness or medical emergency, please provide medical proof.
6. CANCELLATION POLICY
- Appointments cancelled with less than 24 hours’ notice will result in loss of your deposit.
- Any remaining amount paid will be refunded, minus a 5% handling fee.
7. LATE ARRIVALS
- Please arrive on time. Delays affect not just your service, but those scheduled after you.
- If you arrive 15–25 minutes late, we may be able to continue if time permits.
- If you arrive 30+ minutes late with prior notice, we may still proceed depending on availability, but:
- A R350 late fee will apply
- Your styling options may be limited due to time constraints
- Arriving 30+ minutes late without notice results in immediate cancellation. To proceed:
- A second deposit must be paid
- The remaining balance of the service will still apply
- Stylists reserve the right to refuse continuation
8. REFUNDS & TOUCH-UPS
- We stand behind the quality of our work and strive for your satisfaction.
- If you have a concern, please contact us within 48 hours of your appointment.
- We will gladly provide an adjustment if the concern is valid and resolvable.
- Refunds are only issued if we’re unable to resolve the issue after a reasonable attempt.
9. COMMUNICATION & SUPPORT
- All booking requests, changes, or inquiries should be made via WhatsApp or email.
- Instagram DMs are not monitored for support or bookings.
- Our support team is available to assist with questions related to your booking, policies, or product needs.
Thank you for trusting The Don Hair. These policies allow us to provide the highest level of care, focus and artistry for every client. We can’t wait to have you in the chair and give you the signature Don touch.
