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020 7357 7006
Open today: 9:15am – 6:00pm

Guest information

Our salon guarantee

We provide a high standard of service, if for any reason your expectations have not been met, please let us know by speaking to reception or our managers, or if you prefer, please get in touch via our contact page. We really do appreciate the opportunity to address your concerns.


Your safety & wellbeing

Your safety, and the safety of our team, continues to be our #1 priority; we’ve put COVID safety procedures in place which follow the latest government requirements – however throughout the pandemic, whatever the guidance, we regularly review our measures and for now continue to use screens, visors, face masks and hygiene systems to ensure you have a safe visit. We respectfully request that you follow staff guidance at all times.


Salon booking fees, confirmation & cancellation policy

Payment Methods

We accept all major credit cards: Visa, MasterCard and Amex. We do not accept cash or cheques.

Cancelation No-Show Policy

We understand your time is precious and occasionally you may need to cancel or reschedule an appointment. You are most welcome to do this with at least 24 hours notice, giving us the opportunity to resell the appointment time.

Late cancellations, rescheduling (24 hours or less) missed and no-show appointments will be charged the booking fee.

If you cancel (or reschedule) with less than 24 hours’ notice and we are able to refill the appointment time, we will re-allocate the value of the booking fee towards the cost of your next appointment.

Bookings Fees

Booking an appointment with The Stress Exchange should be easy! You can book online, by phone or via The Stress Exchange App (in the App you see your previous bookings and can simply choose to rebook a service – to download the App go to your favourite App Store, search The Stress Exchange.

Whichever way you book, you will be asked to secure your appointment with a booking fee. The fee will vary depending on the value of the service and your booking history.

We typically require 50% booking fee; however, some bookings require the full value of appointments (depending on the booking structure, e.g. multiple service providers, private parties etc).

Financial penalties for no-shows/late cancellations are fair and reasonable and reflect the true losses we suffer as a direct result of the missed appointment.

The booking fee will be fully refunded if a service or treatment cannot be provided by us for any reason.


Keeping to Time

If you are running late, we will do our best to accommodate you, but we may not be able to provide the full service, or your appointment may be moved to an alternative operator. Please note, the full-service value will be charged.


Common Questions

Why do you take a booking fee?

Because like your time, our time is valuable; in fact, the team pay relates directly to the time they sell, so when guests don’t arrive for their appointments team members are directly impacted, as is the business.

If I cancel ahead of the 24-hour policy, can I have my deposit back?

Yes, in full, or you can leave the money on your account for a future booking.

If I reschedule my appointment within the 24-hour period, will I be charged?

Yes, you will be charged and asked to pay a second deposit for the rescheduled appointment. However, if we resell the original appointment time, we will refund the money to your account for you to use towards a future booking or deduct it from the rescheduled appointment.

How is the booking fee used?

The booking fee will go towards the value of the service you have booked, or if you fail to turn up or cancel late your deposit will be used in lieu of the missed appointment or late cancelation.

Is it legal to charge a booking fee?

Yes, it is legal, financial penalties for no-shows/late cancellations are fair and reasonable and reflect the true losses we suffer as a direct result of the missed appointment. We thank you for your understanding and cooperation.


Tiered and variable pricing in our Hair and Beauty salons

Our hairstylists and beauty therapists offer a broad range of services; some operators have more experience than others, or offer specialist skills, which is reflected in our pricing structure giving you greater choice for your hairdressing and beauty needs.

We price based on time and the cost of service, we have created packages to give you best value and to keep our pricing as simple as possible. However due to the nature of our business, from time to time we may use more products and/or spend additional time to create your desired outcome. Should this be the case your operator will agree this with you prior to the additional work.


The Stress Exchange Gift Cards

A wonderful gift that can be purchased online anytime 24hrs per day. You can purchase and send gift cards to friends, colleagues and or family. Gift cards are a safe and secure way of gift giving (gift cards are digital and managed via our POSS giving you full peace of mind).

We also provide physical gift cards; lost or stolen cards can only be replaced with proof of purchase (a Stress Exchange email receipt).

The Stress Exchange gift card and vouchers:

  • cannot be exchanged or refunded for cash
  • are valid for 12 months from purchase
  • can be used towards services and retail but not for osteopathy services.


Client Accounts

You can purchase courses or packages of treatments and or services to save money and time at checkout.

All guest Accounts are managed via our POSS; Accounts are digital, meaning it is secure, a balance of your account will be available to you within your email receipt each time you top-up or use the account.

Funds on Account cannot be exchanged or refunded for cash.

Accounts are typically used to facilitate a course of treatments. The value on account will expire if not used within 12 months of purchase however your course may expire sooner. Please refer to the treatment package terms for specific details.

Your Account funds are valid towards the course purchased and are not transferable between courses.


Hair & Beauty Consultations

A complimentary consultation is offered to all new guests visiting The Stress Exchange. This may add approximately 15 minutes to your first appointment. A consultation is important for health, safety and medical reasons and also importantly enables us to tailor the service to best suit your needs.


Allergy Alert Testing

For your safety (and peace of mind) we carry out Allergy Alert Testing prior to all of our colouring services (including highlights, root tints, eyebrow and eyelash tints).

If you have used an at-home colour kit, had a tattoo (including henna) or permanent makeup in the preceding twelve (12) months, you must have an Allergy Alert Test prior to your colour service.

If you have not had colour service with us within the past 6 months, you must have an Allergy Alert Test prior to your colour service.

The test is free and takes just a few minutes (appointments are not necessary, just pop into reception when it suits you best). If you are unsure if you need an Allergy Alert Test, please call the salon on 020 7357 7006. Thank you.


Children under 16

Hair and beauty salons are generally not considered a safe environment for children. To protect your child in the Hair salon:

We ask that hair appointment guests under the age of 16 are accompanied by a parent or guardian.

We do not offer hair colour services to those under the age of 16.

If you wish to bring a young child with you whilst you are having your hair done, you are very welcome to do so, however we ask you consider that they remain in their pushchair during your service for their safety – and that you book your appointment at quieter times (avoid lunch time evenings and weekends if possible).

If you are having colour or straightening services, please do not bring young children as these treatments can take several hours and may become stressful to you, your child and your fellow guests.

In the Beauty Salon: we do not offer beauty treatments to those under the age of 16.

We may refuse to carry out treatments if we believe it is appropriate to do so.


Alcohol before beauty treatments

We recommend you do not consume alcohol before most beauty treatments as this may lead to skin sensitivity.


Salon security cameras

For the safety and security of salon guests and employees we use CCTV in all public areas. Images are recorded and stored for up to 30 days.

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