terms and conditions – Terms of Service
By booking a mobile appointment with Link Hair Extensions, purchasing products from our online shop, or using any of our services, you agree to the following Terms of Service. These terms apply whether you contact us via our website, social media, online adverts, word of mouth, or directly by phone, text, or email.
1. Services and responsibility
Link Hair Extensions provides professional mobile hair extension services at your home or chosen location, as well as an online shop for hair and aftercare products.
Prices for fittings are inclusive of both the hair extensions (unless otherwise stated) and the fitting service.
You understand that by booking a fitting you are engaging a mobile service, not a salon visit, and you are responsible for providing suitable space, lighting, and access for your stylist on the day of your appointment.
2. Consultations, expectations and hair type
Before any fitting, a consultation and colour match are required (online or in person) to agree on method, length, weight, colour, and brand of hair.
At the consultation, you are responsible for providing accurate information about your natural hair, lifestyle, and expectations so we can advise appropriately.
You acknowledge that hair extensions are a semi‑permanent enhancement which require aftercare, regular maintenance, and realistic expectations about volume, length, and longevity.
3. Deposits, payments & pricing
A deposit of 30% of the total service cost is required to secure all mobile appointments (including new sets, maintenance, removals, and special bookings such as bridal or events).
Deposits are non‑refundable in the event of a no‑show or late cancellation but may be transferred once to a new date where adequate notice is given (see cancellations section).
Deposits can be taken by card, bank transfer, or via our online booking/payment system. The remaining balance is payable on or before the day of your appointment.
For new or lapsed clients (no visit for 7+ months), a deposit is required for all bookings.
Prices are in GBP (£) and may vary by method, length, thickness, colour, and location. Online shop prices and service prices may change without prior notice.
All tipping / strand services are charged per strand, not by total hair weight. Any weights stated (for example, 0.5 g or 1 g strands) are indicative only; the number of strands purchased and fitted will determine the final quantity and price.
4. Cancellations, no‑shows & lateness
We ask for 48 hours’ notice to cancel or reschedule a mobile appointment.
If you cancel or reschedule with less than 48 hours’ notice, up to 50% of the total service cost (or 50% of the remaining balance after deposit) may be payable, and you may lose your deposit.
In cases of repeat late cancellations or no‑shows, the full cost of the service may be charged and a 30% deposit will be required for all future appointments.
You may reschedule an appointment once with at least 24 hours’ notice without losing your deposit; further changes may require a new deposit.
For mobile appointments, we allow a 20‑minute grace period for lateness/late access. If we are significantly delayed gaining access, or you are not ready, the appointment may be shortened or cancelled, and charges may still apply.
If we need to cancel your appointment and cannot give 48 hours’ notice, we will offer to reschedule or may credit your account (for example, a discretionary percentage discount on your next service).
5. Travel, mobile service area & surcharges
We do not charge a call‑out fee within a set local radius (e.g. up to 1 mile from our base) when booking full supply and fit services.
Locations beyond our standard mobile area (for example, outside the M25 or long‑distance travel) may incur a travel surcharge, typically calculated per additional mile. This will be confirmed at the time of booking.
For bookings at hotels, venues, sets, or events, additional costs (parking, congestion charge, extended time on site) may apply and will be discussed in advance.
6. Refunds, returns & online orders
Fitted hair extensions are hygienic goods and cannot be returned or refunded once opened, fitted, or used.
Our policy is that refunds are not given for hair extension fittings under any circumstance. In case of issues, rectification or replacement may be considered where appropriate, but refunds are not offered if the extensions do not meet subjective expectations.
For online product purchases (unfitted hair and aftercare products), we are pleased to offer a refund if:
You notify us within the stated returns period (for example, 14–30 days depending on product type).
Items are returned in their original, sealed, unused condition with proof of purchase.
A restocking fee may apply to human hair product returns in line with our current returns policy.
Custom or special‑order shades (including bright or unusual colours) and used/opened items are final sale and cannot be returned or exchanged.
No returns or exchanges are accepted for used extensions under any circumstances.
7. Workmanship guarantee, issues & complaints
We want every client to be 100% happy with their hair. If you have an issue or concern, you must notify us as soon as possible and no later than 7 days after your fitting so we can assess and advise.
We guarantee our workmanship for 7 days from the fitting date; within this period we will refit or replace any bonds that have come loose or slipped where this is due to application and not misuse.
Where criteria are met (e.g. our own hair supplied and correct aftercare followed), we may offer free maintenance or adjustments to resolve an issue.
If you alter the extensions yourself or via a third party (e.g. cutting, refitting, colouring, toning), any guarantee becomes null and void.
You may be asked to attend a follow‑up review (in person at an agreed location or via video call) within a specific time frame (for example, 2 weeks) so we can inspect the hair and fitting and recommend solutions.
Any dissatisfaction must be raised with us directly to allow us the opportunity to rectify the issue. Removal of extensions elsewhere, or failure to contact us, may affect what we can reasonably offer.
8. Aftercare, maintenance & client responsibilities
You will be given aftercare guidelines (verbally, in writing, and/or via links) specific to the method and hair range fitted. It is your responsibility to read, understand, and follow these instructions.
Recommended aftercare products must be used as advised; failure to do so may affect the performance and longevity of the hair and bonds/attachments and may void any guarantee.
Regular maintenance appointments are essential:
Typically every 6–8 weeks for tapes.
Around 6–9 weeks for wefts/LA weaves.
Around 9–12 weeks for nanos or microrings (or as advised).
You are responsible for booking and attending maintenance and removal appointments within recommended timeframes. Wearing extensions beyond the recommended period may increase the risk of tangling, matting, and damage, for which we cannot accept liability.
Complex removals with tangles or matting may be charged from a higher rate due to the additional time required. You will be advised of the cost before proceeding.
9. Colouring, chemical treatments & changes between consultation and fitting
Colouring or chemically treating either your natural hair or the extensions is undertaken at your own risk and may affect quality, texture, and longevity.
We do not accept responsibility for deterioration of the hair or bonds where colour, bleach, toner, purple shampoo, or other chemical processes have been used.
If you change your natural hair colour between consultation and fitting, you must inform us in good time for a new colour match. If hair has already been ordered, you may be liable for additional costs (exchanges, ordering new hair, or cancellation fees if less than 48 hours’ notice).
On rare occasions, a hair batch may arrive slightly off‑colour. In such cases we may need to reorder, and your fitting may need to be rescheduled. This is not considered a fault in the fitting service.
10. Medical issues, adverse reactions & limitations
At consultation, it is your responsibility to inform us of any medical conditions, treatments, medications, or pregnancy that may affect extension wear or scalp sensitivity.
A skin/patch test may be required for certain products or treatments where applicable.
In rare instances, extensions or products may cause irritation or allergic reaction (such as itching or scalp sensitivity). If this occurs, you must contact us immediately; we may advise adjustments or removal of the extensions.
If removal is required due to an adverse reaction, the fitting and hair costs are not refundable; however, we will remove the extensions free of charge within a reasonable time frame.
Mild discomfort or tightness for the first few nights after fitting can be normal as your scalp adjusts, especially when sleeping; this usually subsides within a few days.
11. Third‑party work, self‑removal & going abroad
If your extensions are cut, topped up, refitted, coloured, or removed by anyone other than a Link Hair Extensions stylist, we cannot accept responsibility for any problems arising thereafter.
You are strongly advised to have extensions professionally removed by us or an approved stylist. We accept no liability for damage caused by self‑removal or removal by third parties.
Going abroad or to hot climates can affect extension hair and bonds; additional aftercare is required, and specific guidelines are available. We are not responsible for damage that occurs while wearing extensions abroad.
12. Products, offers, promotions, VIP & vouchers
Link Hair Extensions reserves the right to cancel or amend any offer, promotion, or discount at any time.
Minimum spend and validity periods apply to most offers, vouchers, and codes; these will be stated with each promotion.
Offers and promotions cannot usually be used in conjunction with other discounts or VIP schemes unless expressly stated.
VIP cards or loyalty benefits (if applicable) are non‑transferable, may be subject to conditions of use, and remain the property of Link Hair Extensions. Misuse may result in cancellation of membership or withdrawal of benefits.
Some promotions require payment in advance; these payments may be non‑refundable if you fail to attend or cancel without sufficient notice.
13. Online shop, product information & website use
Our website and online shop are provided for personal, non‑commercial use. You must not misuse the website (e.g. by introducing malicious software or attempting unauthorised access).
We aim to keep product details, descriptions, and pricing accurate and up to date but cannot guarantee there will never be errors. We reserve the right to correct errors, change information, or cancel orders where there are inaccuracies.
All content on our website (text, images, logos, graphics) is our intellectual property or that of our licensors and may not be reproduced or used without our prior written consent.
14. Liability
We will always exercise reasonable care and skill in providing our services and products.
However, to the fullest extent permitted by law, we cannot be held liable for:
Damage arising from failure to follow aftercare instructions, misuse, or neglect.
Issues caused by third‑party work, self‑removal, or unauthorised treatments.
Indirect, consequential, or purely economic loss.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability which cannot legally be limited.
15. Governing law & changes to these terms
These Terms of Service are governed by the laws of the United Kingdom. Any disputes shall be subject to the exclusive jurisdiction of the UK courts.
We may update or amend these Terms of Service at any time. The current version on our website applies to your booking or purchase at the time you place it.
16. Contact
If you have any questions about these Terms of Service, please contact us at:
Email: info@linkhairextensions.co.uk
Phone: +44 7984 474995
By booking a mobile appointment or making a purchase from Link Hair Extensions, you confirm that you have read, understood, and agree to these Terms of Service.
Online Shop, Returns & Distance Selling
When you purchase products from our online shop, you are entering into a distance contract with Link Hair Extensions. Your rights are protected under UK consumer law, including your right to cancel most online orders within 14 days of delivery.
1. Right to cancel (distance selling)
For most products bought online, you have the right to cancel your order for any reason within 14 days from the day after you (or someone you nominate) receives the goods.
To exercise this right, you must notify us clearly (for example, by email) within the 14‑day period; you do not have to give a reason.
Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.
We will refund the product price (and, where required by law, the standard delivery cost) within 14 days of either receiving the goods back or receiving proof that they have been sent, whichever is sooner.
Refunds are made using the original payment method, unless we agree otherwise.
2. Hygiene‑sensitive products (opened hair and used items)
Because hair extensions and many of our products are classed as hygiene‑sensitive, we cannot accept returns of any items that have been opened, worn or tampered with, except where they are faulty.
For clarity:
Hair extensions must be returned unused, in their original packaging and with all hygiene seals, ties, nets and tags fully intact.
Removing or breaking hygiene seals, untying bundles, detaching the hair from its backing, brushing, washing, cutting, colouring, toning or otherwise styling the hair will mean the product is considered used, and it will no longer be eligible for return or refund.
For hygiene reasons, we also do not accept returns of opened aftercare products (such as shampoos, conditioners or treatments), hairbrushes, combs or other items that come into direct contact with the hair or scalp once they have been unsealed, except where faulty.
Our packaging is designed so you can inspect the colour, length and quality of the hair withoutbreaking seals where possible. If you are unsure about your shade, we recommend contacting us for advice or ordering a sample before opening any full set.
3. Returns of eligible items
To be eligible for a return (where your cancellation right applies and the product is not excluded for hygiene reasons):
You must notify us within the applicable timeframe (for example, 14 days from delivery for standard distance‑selling cancellation).
Items must be unused, in the same condition as received and in the original, undamaged packaging.
You must include proof of purchase (order number or receipt).
You are responsible for the cost of returning items to us, unless the product is faulty or we have sent the wrong item.
Once received, we will inspect the returned goods:
If they meet the conditions above, we will process your refund or exchange.
If items show signs of use, tampering or broken hygiene seals, we may be unable to accept the return and the product may be sent back to you at your cost.
We may apply a reasonable restocking fee to certain returns of human hair products where this is clearly stated in our returns policy at the time of purchase.
4. Faulty, damaged or incorrect items
Your statutory rights in relation to faulty or mis‑described goods are not affected.
If you believe an item is faulty, damaged in transit or not as described, please contact us as soon as possible (ideally within 48 hours of delivery) with your order number and clear photos.
Where a manufacturing fault is suspected, we may ask you to return the product so it can be inspected and, if necessary, tested by us or our supplier.
If a fault is confirmed, we will offer a replacement, repair or refund in line with your consumer rights.
If no fault is found and the issue arises from wear, incorrect aftercare, chemical processing (e.g. colouring, bleaching, toning, purple shampoo) or other misuse, we may not be able to offer a refund or replacement.
5. Exclusions and custom products
Custom‑made, custom‑coloured or special‑order shades (including vivid or unusual colours) are final sale and non‑returnable unless they are faulty.
Professional‑use or trade‑only products purchased by non‑professionals may not be eligible for return, and this will be clearly indicated in the product listing.
Link Hair Extensions Privacy Policy
Last updated: 24 May 2024
This Privacy Policy explains how Link Hair Extensions (“we”, “us”, “our”) collects, uses, and protects your personal data when you visit our website, purchase products, or use our services.
By using our website or services, you agree to the terms of this Privacy Policy.
1. Data controller
The data controller is:
Link Hair Extensions
Registered office: 12 Constance Street, Royal Docks, London E16 2DQ
Email: info@linkhairextensions.co.uk
We are responsible for deciding how and why your personal data is processed, in line with the UK General Data Protection Regulation (UK GDPR) and related data protection laws.
2. What personal data we collect
“Personal data” means any information that can identify you directly or indirectly. This may include:
Name and contact details (such as email address, telephone number, postal address).
Order and delivery information (including address and contact details for shipping).
Payment information (such as card details and transaction data) processed via secure payment providers.
Account information (such as login details if you create an account on our website).
Communication data (emails, messages, or enquiries sent to us).
Technical and usage data (such as IP address, browser type, device information, pages visited, referral URLs, and time/date of visits).
Cookie data (where you have consented or where necessary for the operation of the website).
We do not intentionally collect special category (sensitive) data (for example, health or biometric data) via the website, but you may choose to share relevant information in a consultation (e.g. allergies or medical issues that may affect extension wear).
3. How we collect your data
We may collect personal data in the following ways:
When you place an order via our website or in person.
When you book an appointment or consultation.
When you create an account on our website.
When you contact us by email, phone, social media, or via website forms.
When you sign up to receive offers or marketing communications (where applicable).
Automatically, through cookies and similar technologies when you use our website (subject to your cookie preferences).
4. How we use your personal data and legal bases
We process your personal data for the following purposes and legal bases:
To process and fulfil orders and bookings
Managing payments, shipping, delivery, and appointment scheduling.
Legal basis: performance of a contract; legitimate interests (running our business efficiently).
To provide our services and customer support
Managing your in-person fittings, aftercare, and any issues or complaints.
Legal basis: performance of a contract; legitimate interests (maintaining service quality).
To manage your account
Allowing you to log in, view past orders, and update your details.
Legal basis: performance of a contract; legitimate interests.
To communicate with you
Responding to enquiries, appointment reminders, and service updates.
Legal basis: performance of a contract; legitimate interests (keeping you informed about your booking or order).
To send relevant updates and offers (optional)
Where you have opted in, we may send marketing emails or messages relating to our products or services.
Legal basis: consent (you can withdraw at any time).
To improve our website and prevent fraud
Analysing website usage, troubleshooting, protecting security, and preventing fraud or abuse.
Legal basis: legitimate interests (improving our services and maintaining security).
We will not sell your personal data to third parties.
5. Cookies and website analytics
Our website may use cookies and similar technologies to:
Enable the website to function properly (e.g. shopping basket, login).
Remember your preferences and improve your experience.
Collect anonymous statistics on website usage (e.g. page visits, time on site, referral sources).
Where required by law, we will request your consent for non-essential cookies. You can manage your cookie preferences in your browser settings, although disabling certain cookies may affect site functionality.
6. Sharing your personal data
We may share your personal data with:
Payment processors and banks, to process transactions securely.
Delivery and courier companies, to deliver your orders.
IT and website service providers, for hosting, maintenance, and security.
Professional advisers (such as accountants or legal advisers), where necessary.
Regulatory or law enforcement authorities, where required by law.
These third parties only process your data on our instructions and are required to keep it secure and confidential.
We do not share your personal data with other companies for their own direct marketing purposes.
7. Data security
We take the security of your personal data seriously and use appropriate technical and organisational measures to protect it, including:
Using secure (HTTPS) connections and SSL certificates on our website.
Restricting access to personal data to authorised staff and service providers only.
Using secure payment gateways for online transactions (we do not store full card details on our own systems).
While we strive to protect your data, no system can be completely secure. You are responsible for keeping any account login details confidential.
8. How long we keep your data
We will keep your personal data only for as long as necessary for the purposes outlined in this policy, including:
For as long as you have an active account with us.
For the time needed to fulfil your orders, provide services, and handle any complaints or queries.
For any period required by law (for example, for tax or accounting purposes).
Once data is no longer needed, we will securely delete or anonymise it.
9. Your rights
Under data protection law, you have the following rights:
Right of access – to request a copy of the personal data we hold about you (subject access request).
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure (“right to be forgotten”) – to request deletion of your personal data in certain circumstances.
Right to restriction of processing – to request limitation of how your data is used.
Right to data portability – to receive your personal data in a structured, commonly used, machine-readable format and transfer it to another controller, where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent (e.g. marketing), you may withdraw this at any time.
To exercise any of these rights, please contact us at: info@linkhairextensions.co.uk. We will respond within one month where required by law.
10. Complaints
If you are unhappy with how we handle your personal data, please contact us first so we can try to resolve the issue.
You also have the right to lodge a complaint with the UK supervisory authority:
Information Commissioner’s Office (ICO)
Website: www.ico.org.uk
11. Children’s data
Our website and services are not specifically targeted at children. We do not knowingly collect personal data from anyone under 18 without appropriate consent, where required by law. If you believe we have collected such data, please contact us so we can delete it.
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated “Last updated” date. We encourage you to review this Policy regularly to stay informed about how we use your data.
13. How to contact us
If you have any questions about this Privacy Policy or the information we hold about you, please contact us at:
Email: info@linkhairextensions.co.uk
Online Shop, Returns & Distance Selling
When you purchase products from our online shop, you are entering into a distance contract with Link Hair Extensions. Your rights are protected under UK consumer law, including your right to cancel most online orders within 14 days of delivery.
1. Right to cancel (distance selling)
For most products bought online, you have the right to cancel your order for any reason within 14 days from the day after you (or someone you nominate) receives the goods.
To exercise this right, you must notify us clearly (for example, by email) within the 14‑day period; you do not have to give a reason.
Once you have told us you wish to cancel, you then have a further 14 days to return the goods to us.
We will refund the product price (and, where required by law, the standard delivery cost) within 14 days of either receiving the goods back or receiving proof that they have been sent, whichever is sooner.
Refunds are made using the original payment method, unless we agree otherwise.
2. Hygiene‑sensitive products (opened hair and used items)
Because hair extensions and many of our products are classed as hygiene‑sensitive, we cannot accept returns of any items that have been opened, worn or tampered with, except where they are faulty.
For clarity:
Hair extensions must be returned unused, in their original packaging and with all hygiene seals, ties, nets and tags fully intact.
Removing or breaking hygiene seals, untying bundles, detaching the hair from its backing, brushing, washing, cutting, colouring, toning or otherwise styling the hair will mean the product is considered used, and it will no longer be eligible for return or refund.
For hygiene reasons, we also do not accept returns of opened aftercare products (such as shampoos, conditioners or treatments), hairbrushes, combs or other items that come into direct contact with the hair or scalp once they have been unsealed, except where faulty.
Our packaging is designed so you can inspect the colour, length and quality of the hair without breaking seals where possible. If you are unsure about your shade, we recommend contacting us for advice or ordering a sample before opening any full set.
3. Returns of eligible items
To be eligible for a return (where your cancellation right applies and the product is not excluded for hygiene reasons):
You must notify us within the applicable timeframe (for example, 14 days from delivery for standard distance‑selling cancellation).
Items must be unused, in the same condition as received and in the original, undamaged packaging.
You must include proof of purchase (order number or receipt).
You are responsible for the cost of returning items to us, unless the product is faulty or we have sent the wrong item.
- restocking fee of 10-15% is applicable on non faulty returns
Once received, we will inspect the returned goods:
If they meet the conditions above, we will process your refund or exchange.
If items show signs of use, tampering or broken hygiene seals, we may be unable to accept the return and the product may be sent back to you at your cost.
We may apply a reasonable restocking fee to returns of human hair products this is clearly stated in our returns policy at the time of purchase.
Only pre‑approved returns will be accepted and processed. Customers must contact us in advance to request a return and provide clear images of the product, packaging and any issue so we can assess the condition of the goods. If your return is approved, a unique return authorisation number (RAN) will be issued by our team. Returns sent without a valid return authorisation number may be refused and not processed.
All order enquiries, including questions about deliveries, returns and exchanges, are handled via email only. We do not manage order‑related queries by telephone. Please use the contact email provided on our website for any order or return enquiry.
4. Faulty, damaged or incorrect items
Your statutory rights in relation to faulty or mis‑described goods are not affected.
If you believe an item is faulty, damaged in transit or not as described, please contact us as soon as possible (ideally within 48 hours of delivery) with your order number and clear photos.
Where a manufacturing fault is suspected, we may ask you to return the product so it can be inspected and, if necessary, tested by us or our supplier.
If a fault is confirmed, we will offer a replacement, repair or refund in line with your consumer rights.
If no fault is found and the issue arises from wear, incorrect aftercare, chemical processing (e.g. colouring, bleaching, toning, purple shampoo) or other misuse, we may not be able to offer a refund or replacement.
5. Exclusions and custom products
Custom‑made, custom‑coloured or special‑order shades (including vivid or unusual colours) are final sale and non‑returnable unless they are faulty.
Professional‑use or trade‑only products purchased by non‑professionals may not be eligible for return, and this will be clearly indicated in the product listing.