Terms of Service

1. Agreement to Terms

Welcome to Luke Robert Hair. By accessing or using our website (lukeroberthair.com), booking services, enrolling in education courses, or using our AI assistant, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services.

These Terms constitute a legally binding agreement between you and Luke Robert Hair (trading as Luke Robert, "we," "our," or "us").

2. Services Provided

Luke Robert Hair offers the following services:

• Salon Services: Precision hairdressing, cutting, styling, coloring, and consultations at partner locations
• Education Courses: Professional hairdressing education, CPD courses, barbering training, and educator training
• CPD Partnerships: Continuing Professional Development programs for salons and educators
• Online Booking: Digital appointment scheduling system across multiple locations
• Referral Program: Customer referral rewards program offering £10 off vouchers
• AI Assistant: Intelligent chatbot for questions, recommendations, and support
• Content & Insights: Blog articles, educational content, and industry insights

3. Salon Services - Bookings & Appointments

3.1 Booking Process

• All bookings are subject to availability and confirmation
• You must provide accurate contact information when booking
• You will receive confirmation via email and/or SMS
• Bookings can be made at our partner locations: Fixx Salon (Altrincham), Urban Sanctuary (Knutsford), or Alternate Salon (Caversham)

3.2 Cancellation Policy

• 24 Hours Notice Required: We require at least 24 hours' notice for cancellations or rescheduling
• Late Cancellations: Cancellations with less than 24 hours' notice may incur a cancellation fee of up to 50% of the service cost
• No-Shows: Failure to attend without notice may result in a 100% charge and may affect future booking privileges
• Emergency Exceptions: We understand emergencies happen; contact us as soon as possible

3.3 Service Delivery

• We will make every effort to provide services as described
• Service duration may vary based on hair type, condition, and complexity
• Additional services discovered during consultation may incur extra charges (with your consent)
• We reserve the right to refuse service if we determine the requested service may damage your hair or is not in your best interest

3.4 Pricing & Payment

• All prices are displayed in GBP (£) and include VAT where applicable
• Payment is due at the time of service unless otherwise agreed
• We accept card payments, cash, and other payment methods as available
• Prices are subject to change; current prices apply at the time of booking
• Deposits may be required for certain services or new clients

3.5 Satisfaction & Corrections

• If you are not satisfied with your service, please contact us within 7 days
• We offer complimentary correction appointments for genuine concerns
• Corrections must be performed by Luke Robert Hair; we cannot be responsible for corrections by other stylists
• Color corrections require consultation and may incur additional charges for products

4. Education Courses & CPD Programs

4.1 Course Enrollment

• Enrollment is subject to availability and eligibility requirements
• You must provide accurate professional information (qualifications, experience)
• Some courses have prerequisites; ensure you meet requirements before enrolling
• Minimum and maximum participant numbers may apply

4.2 Payment Terms

• Full Payment Required: Course fees must be paid in full before the course start date unless payment plans are agreed in writing
• Payment Plans: Available for certain courses; contact us for details
• Deposits: Non-refundable deposits may be required to secure your place
• Group Discounts: Available for salon teams; inquire for rates

4.3 Cancellation & Refund Policy

• 14+ Days Before Course: Full refund minus £50 administrative fee
• 7-13 Days Before Course: 50% refund
• Less Than 7 Days: No refund, but you may transfer to another course date (one time only, subject to availability)
• Course Cancelled by Us: Full refund or transfer to alternative date
• No-Shows: No refund or transfer

4.4 Course Delivery

• Courses may be in-person, online, or hybrid format
• Course content, dates, and locations are subject to change with reasonable notice
• You must arrive on time; late arrivals may miss content without refund
• Models for practical sessions may be required; we will advise in advance
• CPD certificates are issued upon successful completion

4.5 Course Materials & Intellectual Property

• Course materials are provided for personal, non-commercial use only
• You may not reproduce, distribute, or sell course materials without written permission
• Recording (audio/video) of courses is prohibited unless explicitly authorized
• All teaching methods, techniques, and materials are proprietary to Luke Robert Hair

4.6 Professional Conduct

• Students must conduct themselves professionally at all times
• Disruptive behavior may result in removal from the course without refund
• Respectful treatment of instructors, staff, models, and fellow students is required
• Health and safety guidelines must be followed at all times

5. Referral Program

5.1 How It Works

• Existing customers can refer friends using their unique referral code
• When a referred friend completes their first booking, both parties receive £10 off their next service
• Vouchers are issued automatically and emailed within 24 hours

5.2 Terms & Conditions

• Referred person must be a new customer (never booked before)
• Minimum spend requirements may apply to use vouchers
• Vouchers are valid for 6 months from issue date
• Vouchers cannot be combined with other offers unless stated
• Vouchers have no cash value and cannot be exchanged for cash
• We reserve the right to invalidate vouchers obtained through fraud or abuse
• There is no limit to the number of friends you can refer

6. AI Assistant & Chatbot

6.1 Service Description

• Our AI assistant provides information, recommendations, and support
• Powered by advanced AI technology (OpenAI GPT)
• Available 24/7 for instant assistance

6.2 Limitations & Disclaimers

• Not a Substitute: AI assistance does not replace professional consultation
• Accuracy: While we strive for accuracy, AI responses may occasionally be incorrect or incomplete
• No Guarantees: We do not guarantee specific results from following AI recommendations
• Human Verification: Important decisions (bookings, courses, payments) are verified by human staff
• Privacy: Conversations are stored and may be reviewed to improve service quality (see Privacy Policy)

6.3 Acceptable Use

• Use the AI assistant for legitimate purposes related to our services
• Do not attempt to manipulate, hack, or abuse the AI system
• Do not use offensive, abusive, or inappropriate language
• We reserve the right to terminate AI access for policy violations

7. Website Use & Conduct

7.1 Acceptable Use

You agree not to:

• Use the website for any unlawful purpose or in violation of these Terms
• Attempt to gain unauthorized access to our systems, networks, or user accounts
• Upload or transmit viruses, malware, or other malicious code
• Scrape, harvest, or collect data from the website using automated means
• Impersonate any person or entity or misrepresent your affiliation
• Interfere with or disrupt the website or servers
• Use the website to send spam, phishing, or unsolicited communications

7.2 Account Security

• You are responsible for maintaining the security of your account credentials
• Notify us immediately of any unauthorized access or security breach
• We are not liable for losses resulting from unauthorized account access

8. Intellectual Property Rights

8.1 Our Content

All content on this website, including but not limited to text, images, graphics, logos, videos, audio, software, designs, course materials, and AI-generated content, is the property of Luke Robert Hair and protected by UK and international copyright, trademark, and intellectual property laws.

8.2 Limited License

We grant you a limited, non-exclusive, non-transferable license to access and use the website for personal, non-commercial purposes. This license does not include:

• Reproducing, copying, or distributing content
• Modifying, creating derivative works, or reverse engineering
• Commercial use without written permission
• Removing copyright or proprietary notices

8.3 Trademarks

"Luke Robert Hair," our logo, and related marks are trademarks of Luke Robert Hair. You may not use these marks without our prior written consent.

8.4 User-Generated Content

By submitting content to us (reviews, testimonials, photos, comments), you grant us a worldwide, royalty-free, perpetual license to use, display, and distribute such content for marketing and promotional purposes.

9. Third-Party Services & Links

• Our website may contain links to third-party websites (salon partners, payment processors, social media)
• We are not responsible for the content, privacy practices, or terms of third-party sites
• Links do not imply endorsement or affiliation
• Your use of third-party services is governed by their respective terms and policies

10. Disclaimer of Warranties

To the fullest extent permitted by law, Luke Robert Hair provides services "AS IS" and "AS AVAILABLE" without warranties of any kind, either express or implied, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, or non-infringement
• Warranties regarding accuracy, reliability, or availability of the website or services
• Warranties that the website will be error-free, secure, or uninterrupted
• Warranties regarding results obtained from hair services or education courses

While we strive for excellence, hair and beauty services involve inherent risks, and individual results may vary. We cannot guarantee specific outcomes from our services.

11. Limitation of Liability

To the fullest extent permitted by UK law, Luke Robert Hair, its directors, employees, partners, and affiliates shall not be liable for:

• Indirect, incidental, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Personal injury or property damage (except where caused by our negligence)
• Allergic reactions or adverse effects (subject to proper disclosure and consultation)
• Delays, cancellations, or interruptions beyond our reasonable control

Our total liability for any claim arising from our services shall not exceed the amount you paid for the specific service or course in question, or £500, whichever is lower.

Important: Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by UK law.

12. Indemnification

You agree to indemnify, defend, and hold harmless Luke Robert Hair, its directors, employees, partners, and affiliates from any claims, losses, damages, liabilities, and expenses (including legal fees) arising from:

• Your violation of these Terms
• Your use of our services or website
• Your violation of any rights of another person or entity
• Provision of false or misleading information (e.g., allergies, medical conditions)

13. Health & Safety

13.1 Client Responsibility

• You must disclose all relevant allergies, sensitivities, medical conditions, and medications
• You must inform us of any previous adverse reactions to hair products or services
• Patch tests may be required for certain color services
• Failure to disclose relevant information may result in adverse reactions for which we are not liable

13.2 Our Commitment

• We use professional-grade products and follow industry best practices
• We maintain clean, hygienic, and safe salon environments (at partner locations)
• Our staff are trained in health and safety protocols
• We comply with all relevant health and safety regulations

14. Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God, natural disasters, pandemics, or severe weather
• War, terrorism, civil unrest, or government action
• Strikes, labor disputes, or supply chain disruptions
• Power outages, internet failures, or technical failures

In such events, we will make reasonable efforts to reschedule or provide alternatives.

15. Termination

15.1 By You

You may stop using our services at any time, subject to any outstanding obligations (bookings, course fees).

15.2 By Us

We reserve the right to suspend or terminate your access to our services if you:

• Violate these Terms
• Provide false or misleading information
• Engage in fraudulent, abusive, or illegal activity
• Repeatedly miss appointments or fail to pay
• Behave inappropriately toward staff or other customers

15.3 Effect of Termination

• Termination does not affect obligations that arose before termination
• Refunds (if any) are subject to our refund policies
• We may retain your data as required by law or our retention policy

16. Dispute Resolution

16.1 Informal Resolution

If you have a complaint or dispute, please contact us first at luke@lukeroberthair.com or 07862 054292. We will make every effort to resolve the issue amicably.

16.2 Mediation

If informal resolution fails, both parties agree to attempt mediation before pursuing legal action.

16.3 Governing Law & Jurisdiction

• These Terms are governed by the laws of England and Wales
• Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales
• If you are a consumer, you may also have rights under consumer protection laws in your jurisdiction

17. Changes to These Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by:

• Posting the updated Terms on our website with a new "Last updated" date
• Sending email notification to registered users
• Displaying a prominent notice on the website

Your continued use of our services after changes become effective constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using our services.

18. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

19. Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Luke Robert Hair regarding the use of our services and supersede all prior agreements and understandings.

20. Contact Information

If you have questions, concerns, or feedback regarding these Terms of Service, please contact us:

Trading Information: Luke Robert Hair is a sole trader operating in England and Wales. We are registered for VAT and comply with all applicable UK business regulations.