I was charged a £20 late fee without notice of this policy, even tho I live on the other side of Ealing and left an hour and a half early but due to circumstances outside my own (the E3 took half an hour to arrive) I still had to pay, which I still can't find on their website. The stylist barely trimmed my hair (more of a dusting) for fear that they were going to cut too much off but I had reiterated that it's fine so long as the split ends have gone. Anyway I'm not going back.