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Terms & Conditions Clear, Fair And In Plain English

These are the terms that apply when you book with us, buy from us, or work with us. We have written them to be readable, not to catch you out. Your statutory rights are always protected.

Last updated: 3 November 2026

1. About these terms

These terms and conditions apply when you use our website, book an appointment, apply as a model, request professional guidance or buy from our shop. By doing any of those things, you are agreeing to them.

We may update these terms from time to time. The version that applies to you is the one published on our website at the time you book or buy. The date at the top of this page shows when it was last reviewed.

2. Who we are

  • Company name: the1couture Ltd
  • Registered in: England and Wales, company number 11517549
  • Registered office: 35 Station Road, Erdington, Birmingham B23 6UE, United Kingdom
  • Email: info@the1couture.ltd

In these terms, "we", "us" and "our" mean the1couture Ltd. "You" means the person booking, buying or applying.

3. Bookings and appointments

  • Hair and salon appointments are booked through our online booking system. Booking online gives you instant confirmation.
  • Please book under your own name and give accurate contact details, so we can reach you if anything changes.
  • You must be 18 or over to book. If you are under 16, a parent or guardian must contact us first and give consent.
  • Please arrive on time. If you are more than 15 minutes late, we may need to shorten or rearrange your appointment, because it is not fair on the client after you.
  • Some services may require a deposit. Where a deposit is needed, we will always tell you clearly before you book, and it is taken securely through our online booking system, Fresha.
  • We may need to rearrange an appointment occasionally, for example if a member of the team is unwell. If that happens we will give you as much notice as possible and offer you an alternative, or a full refund of any deposit paid.

4. Cancellations and no-shows

  • Please give us at least 48 hours notice if you need to cancel or move your appointment. That gives us a real chance to fill the slot.
  • Cancellations with less than 48 hours notice, or appointments where you do not turn up, may result in any deposit being kept, in line with the terms shown to you when you booked.
  • If you repeatedly miss appointments without notice, we may ask for a non-refundable deposit before booking you in again, or decline further bookings.
  • If you cancel in good time and you have paid a deposit, it will be refunded or held as credit against a future appointment, whichever you prefer. Refunds are returned to the original payment method, through the provider that took the payment.
  • Nothing in this section takes away your legal rights.

5. Salon services and patch tests

  • Patch tests. If you are having a colour service, a patch test is required at least 48 hours before your appointment, unless you have had the same product with us recently with no reaction. This is for your safety and it is not optional.
  • Please tell us honestly about your hair history, any previous chemical treatments, and any allergies, skin conditions or sensitivities. Results and timings can differ greatly depending on what has been done to your hair before.
  • If you are or may be pregnant, or you have a medical condition, please tell us before your appointment so we can advise you properly.
  • Hair colour results can vary from head to head. We will always explain what is realistically achievable, but we cannot guarantee an exact match to a photograph.
  • If a chemical service is likely to cause damage because of your hair's condition, we may refuse it or change the plan. We would rather keep your hair than take your money.
  • Please arrive with clean, dry hair unless we have told you otherwise.

6. Model appointments

We offer a reduced price for model appointments, in exchange for permission to photograph the finished result for our portfolio and social media. These terms apply:

  • Model appointments are available to people aged 18 or over only.
  • The reduced price is offered in exchange for your permission to photograph the finished look and use those images as set out in section 13.
  • Applying does not guarantee an appointment. We will contact you if we have something that suits you.
  • We will tell you the plan in advance. If a specific look or colour is required, you will know before the appointment.
  • You can change your mind and decline on the day. We would rather you said no than felt pushed into something.
  • Model appointments may take longer than a standard appointment, because we may be working on technique or documenting the process.
  • If you cancel a model appointment with less than 48 hours notice, we may not be able to offer you another one.

7. Professional 1-2-1 guidance

Our 1-2-1 sessions are practical guidance for hair and beauty professionals who want to develop their skills and grow their business.

  • Sessions are tailored to you, and we will agree the focus and format before we start.
  • Sessions are paid for in advance unless we agree otherwise in writing.
  • Please give at least 48 hours notice to move or cancel a session. With less notice we may charge for it, because the time has been held for you.
  • Guidance is given honestly and in good faith, based on our professional experience. We cannot promise a particular level of income, client numbers or business outcome, because those depend on you, your market and your own effort.
  • Anything you share with us during a session is treated as confidential, and we ask the same of you.

8. Prices and payment

  • Prices shown on our website and booking system are in pounds sterling and include VAT where it applies.
  • Prices for salon services depend on hair length, density and the amount of product needed. Where that is the case, we will give you a price or a clear estimate before we begin, and always tell you before the price changes.
  • We may update our prices from time to time. The price you accepted when you booked is the price that applies to that booking.
  • Online card payments are processed securely by Stripe. We never see or store your full card details.
  • Appointment deposits are collected securely by our online booking system, Fresha, at the time you book. If a deposit is refunded, it is returned through the same system to the original payment method.
  • Payments for shop orders are processed through Stripe.
  • In the boutique, we accept card and cash.
  • If a product is listed at an obviously incorrect price because of a mistake, we may cancel the order and refund you in full rather than honour it.

9. Shop orders and delivery

  • You will receive a confirmation once your order is placed, and again when it is on its way.
  • We aim to dispatch UK orders within 2 working days. Delivery usually takes 3 to 5 working days, but this is an estimate and not a guarantee.
  • Delivery charges, if any, are shown before you pay.
  • We currently deliver within the United Kingdom. If you are outside the UK and would like to order, please contact us first and we will see what we can do.
  • If your order has not arrived within 10 working days, please contact us and we will sort it out.
  • Risk in the goods passes to you on delivery.

10. Returns, cancellations and refunds

You have legal rights, and we do not reduce them. Here is how they work in practice:

  • Change of mind on physical goods. If you are shopping online, you have the right to cancel within 14 days of receiving your order. You then have 14 days to send the goods back to us. We will refund you within 14 days of receiving them back.
  • Condition. Please return goods unused, in their original packaging and in a resaleable condition.
  • Return postage. Unless the item is faulty or not as described, you cover the cost of return postage.
  • Hygiene exceptions. For hygiene reasons, and as the law allows, we cannot accept returns of earrings and pierced jewellery, or opened cosmetics, skincare and hair care products, unless they are faulty.
  • Faulty or not as described. Under the Consumer Rights Act 2015, goods must be of satisfactory quality and as described. If something is faulty, contact us and we will repair, replace or refund it. You are not out of pocket for return postage in these cases.
  • Salon services. When you book a service and we carry it out, your right to cancel is governed by section 4, because the time is reserved just for you.
  • Not happy with a service? Please contact us within 14 days. We will look into it honestly and fairly, and put things right where we should. Depending on what has happened, that may mean a complimentary correction, a partial refund or a full refund.

11. Gift cards

  • Gift cards and gift vouchers can be used towards services and products with us.
  • Unless we tell you otherwise when you buy them, they are valid for 12 months from purchase.
  • They cannot be exchanged for cash, and no change is given in cash. Any remaining balance stays on the card.
  • Please keep them safe. We cannot replace a lost or stolen gift card if it has already been used.

12. Access to the salon

Please contact us before booking if you use a wheelchair or need step-free access.

There is one external step at the entrance to the property, and two internal steps inside the salon on the way to the wash basin. The salon is therefore not fully step-free.

We want to help wherever we can. If you get in touch in advance, we can talk through exactly what is involved, what adjustments might be possible, and whether we are the right fit for your needs. We would rather have an honest conversation with you than have you arrive and be uncomfortable.

13. Photographs and content

  • We only use your photographs with your permission, and you can withdraw that permission at any time by emailing us.
  • Withdrawing permission stops us using your images from that point on. It cannot undo something already printed or already published, and it cannot reach into copies other people have saved.
  • We will always remove your images from the channels we control.
  • All content on this website, including our logo, brand name, text, layout and photographs, belongs to the1couture Ltd unless we say otherwise. Please do not copy or reuse it without our written permission.
  • If you tag us or send us a photo, you are giving us permission to reshare it. Tell us if you would rather we did not, and we will happily remove it.

14. Offers and promotions

  • Offers are subject to availability and may be withdrawn at any time.
  • Unless we say otherwise, only one offer can be used per appointment or order.
  • Offers cannot be used in place of a model rate, and model rates cannot be combined with other discounts.

15. Our liability to you

  • We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.
  • Nothing in these terms affects your statutory rights as a consumer. You can find out more from Citizens Advice.
  • Please tell us about any allergy, sensitivity or medical condition before your appointment, as set out in section 5. If you do not tell us something relevant, we cannot be responsible for the consequences.

16. Complaints

We would much rather hear from you than have you feel unhappy. If something has gone wrong, please contact us at info@the1couture.ltd with as much detail as you can, including the date of your appointment or order.

We will acknowledge your complaint and look into it properly, usually within 5 working days. We will keep you updated and aim to resolve things within 14 days.

17. Governing law

These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country.

18. How to contact us

You can also read our Privacy Notice, which explains how we handle your personal information.