Cancellation Policy

• A request the salon hasn’t accepted yet can be withdrawn at any time.
• Cancelling more than 60 minutes before a confirmed appointment costs you nothing.
• Inside that last 60 minutes you can still cancel — it is recorded as a late cancellation, which is far better for the salon than not arriving.
• Once the service has started there is nothing left to cancel.
• A salon can decline a request, or cancel a confirmed appointment, at any time. You are emailed when it does.
• No money is taken at booking, so there is nothing to refund.

Your bookings are listed under My bookings, and each one shows whether it can still be cancelled.

A request the salon hasn’t answered yet — one still marked Pending — can be withdrawn whenever you like. Nothing has been scheduled, so there is no notice to give.

A confirmed appointment can be cancelled at any time before it starts. Doing so more than 60 minutes ahead costs you nothing at all.

Inside that last 60 minutes the salon has already set aside a chair and a person for you, so a cancellation is recorded as a late cancellation on your account. You are told that before you confirm.

We would still much rather you cancelled. Late notice gives the salon a chance to fill the slot; no notice at all leaves them waiting for someone who was never coming, and counts far more heavily against you than a late cancellation does. If you can’t make it, say so — however late it is.

Once the service has started there is nothing to cancel, and the app will not let you.

You can give a reason when you cancel. It is optional, it goes on the booking’s record, and the salon can see it.

Only the salon can change an appointment’s time, so there is no reschedule button on your side. If the time no longer suits you, ask the salon to move it rather than cancelling and booking again — you keep your place, and they keep the slot filled.

A salon can turn down a request or call off a confirmed appointment, and — unlike you — it can do so at any time, including at short notice. That asymmetry is deliberate: a salon has to be able to close for illness, a power cut or a family emergency, and no notice period can be written that makes those wait.

• Declining a request. Only the salon’s owner or manager can refuse a booking nobody has accepted yet — the same person who would have accepted it.
• Cancelling a confirmed appointment. Any member of that salon’s staff can do this, including once the service is already under way.
• A finished visit cannot be cancelled by either side. Once a booking is completed it is a record of something that happened.

You are told by email whenever a salon cancels a booking of yours, in the language your account is set to. If the salon gave a reason, the email carries it and so does the booking in My bookings.

SalonKoi does not take payment for a booking. You pay the salon directly, at the salon, so a cancellation on either side leaves nothing to refund and no fee to charge — whenever it happens, and whoever made it.

In-app payment is planned, and this page will say what happens to a payment on cancellation before any money can be taken through the platform. Until then, treat anything you may have paid a salon directly as a matter between you and that salon.

Half an hour after your appointment time, a salon can record that you didn’t come. You are emailed when that happens, and it shows on the booking in My bookings.

No money is involved — SalonKoi takes no payment, so there is no fee and no charge. What a no-show affects is how many bookings you can have open at the same time. A new account can hold one; completed visits raise that. Nothing is taken away permanently, and a cancellation — even a late one — is not a no-show.

If a salon marks you absent and you were there, or they were closed, or they never opened, contact the salon: they can correct it. One salon’s marks are also weighed much more lightly than the same thing happening at several unrelated salons, precisely because a single disagreement is not a pattern.

Individual salons may have their own rules about repeated no-shows, and those are theirs to set and to tell you about — a salon is a separate business, and this policy governs the platform rather than the chair.

The notice period above can change — if it does, the date at the top of this page changes with it, and the new period applies to bookings made after that date. Questions about a specific cancellation are best taken to the salon; anything about this policy can come to privacy@salonkoi.com.