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TERMS & CONDITIONS
1. INTRODUCTION
1.1 These terms and conditions (the "Terms") govern any booking made with us, whether online through our website at duckanddry.com (the "Website"), by telephone or in person at any of our salons (a "Booking"), the hair styling and related services we provide in our salons (the "Services"), and the sale of retail products and gift cards in our salons and through the Website.
1.2 The terms "we", "us" and "our" mean DD Brands Ltd, trading as Duck & Dry, a company registered in England and Wales under company number 13016235 whose registered office is at 33 North Audley Street, London W1K 6ZQ ("Duck & Dry"). References to a "Salon" are to any salon operated by us or under the Duck & Dry name, including concessions within third-party stores.
1.3 The terms "you" and "your" refer to any person who makes a Booking, receives Services or purchases products or gift cards from us.
1.4 By making a Booking or purchase you agree to be bound by these Terms. If you do not agree to these Terms you must not make a Booking or purchase. Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable law.
1.5 You must be at least 18 years of age to make a Booking. Bookings for persons under 18 should be made by a parent or guardian in accordance with section 5.
1.6 If you make a Booking on behalf of another person, you confirm that you have their authority to do so and that they have agreed to these Terms, and you remain responsible for the Booking and for any charges arising under it.
1.7 These Terms should be read together with our Privacy Policy and, in respect of products purchased through the Website, our Delivery and Returns Policy, each of which is available on the Website. Our FAQs on the Website provide practical guidance on our Services and Salons. In the event of any inconsistency between the FAQs and these Terms, these Terms shall prevail.
1.8 Any questions regarding these Terms should be directed to us by email at info@duckanddry.com, by telephone on 020 3983 1441, or by post to DD Brands Ltd, 33 North Audley Street, London W1K 6ZQ.
2. BOOKINGS
2.1 Bookings may be made through the Website, by telephone to the relevant Salon, or in person. Walk-in appointments are subject to availability.
2.2 A Booking is confirmed only when we issue a confirmation by email or SMS setting out the Salon, the Services booked, the appointment duration and the applicable price.
2.3 The prices of our Services are displayed on the Website and in each Salon, are inclusive of VAT, and are those in force on the date of your appointment. We may revise our prices from time to time. Any revision will not affect a Booking that has already been confirmed.
2.4 Blow dry Services are booked and priced by reference to hair length and, where applicable, hair thickness or texture. Guidance on selecting the correct category is provided on the booking page and in our FAQs.
2.5 You are responsible for selecting the correct hair length and service type when making a Booking. Where your hair falls between two categories you should select the longer category.
2.6 On arrival your stylist will assess your hair. Where the hair length, thickness or texture requires a longer or different Service from that booked, we will inform you before the Service begins and the price will be adjusted to that of the Service actually required. We are not obliged to extend an appointment where Salon capacity does not permit and may instead provide the Service within the time available or offer an alternative appointment.
2.7 Hair that is particularly thick, long or textured requires our extended service option, which must be selected at the time of Booking. Where this option has not been selected and, in the reasonable judgement of your stylist, additional time is required on the day, an additional charge of £10.00 will apply and will be notified to you before the Service begins.
2.8 All blow dry Services include a wash and condition, with the exception of our express treatments, which do not. Where you have booked an express treatment you must arrive with clean, dry, product-free hair. Where your hair is not in a suitable condition for an express treatment we may add a wash and adjust the price to that of the equivalent full Service.
2.9 All members of our styling team are professionally qualified and trained to the Duck & Dry standard. Services are allocated to stylists by us and we do not accept requests for a particular stylist as standard. Where a particular stylist is requested we will use reasonable endeavours to accommodate the request but cannot guarantee it. We may reallocate your Booking to another stylist at any time, including as a result of illness or other circumstances beyond our control.
2.10 Any specific requirement, such as an updo or textured hair, should be stated in your Booking notes so that, where possible, a stylist with the relevant specialism can be allocated.
3. PAYMENT AND CARD DETAILS
3.1 Duck & Dry is a card-only business. We accept payment by debit card, credit card and contactless payment, including Apple Pay and Google Pay. We do not accept cash.
3.2 When you make a Booking through the Website or by telephone we will require valid payment card details in order to secure the Booking. No charge is made to your card at the time of Booking. Payment for Services is taken in the Salon on completion of your appointment, together with payment for any additional services, drinks or products purchased.
3.3 Your payment card details are collected, processed and stored by our third-party payment provider in accordance with applicable payment card industry standards. Duck & Dry does not itself store your full card details.
3.4 By providing your card details you authorise us to charge the stored payment card for any late cancellation or non-attendance fee arising under section 4. We will notify you of any such charge.
3.5 Where any payment due to us is declined, reversed or otherwise not received, we reserve the right to decline further Bookings until the outstanding amount has been paid.
3.6 Gratuities are entirely at your discretion. All gratuities are passed in full to the stylist concerned.
4. CANCELLATION, AMENDMENT AND NON-ATTENDANCE
4.1 You may cancel or amend a Booking without charge provided that we receive notice at least 24 hours before the scheduled appointment time. Cancellations and amendments may be made through the link in your Booking confirmation or by telephone to the Salon.
4.2 Where a Booking is cancelled or amended with less than 24 hours’ notice, or where you do not attend your appointment, a fee equal to 100% of the price of the Services booked will be charged to the payment card provided at the time of Booking.
4.3 Appointments are scheduled consecutively. Where you arrive more than 10 minutes after your scheduled appointment time we may, at our discretion, reduce or adjust the Services to fit the remaining time or, where the Services cannot be provided in the remaining time, treat the Booking as non-attendance. In either case the full price of the Services booked remains payable.
4.4 We may at our discretion waive a fee under this section in exceptional circumstances. Any such waiver is not an admission of liability and does not oblige us to waive fees in the future.
4.5 We reserve the right to cancel or reschedule a Booking at any time, including where a stylist is unavailable, a Salon is required to close, or there has been an error in the price or description of a Service. Where we cancel a Booking for any reason other than your late arrival, non-attendance or breach of these Terms, no charge will be made and we will use reasonable endeavours to offer you an alternative appointment. Our liability in such circumstances is limited to the refund of any sum you have paid us in respect of the affected Booking.
4.6 Where you make a Booking through the Website or by telephone, you request that we provide the Services on the date and at the time selected. Where that date falls within 14 days of the Booking, you expressly request that the Services be performed within any statutory cancellation period and acknowledge that the cancellation terms in this section apply in place of any such statutory right.
5. CHILDREN AND YOUNG PERSONS
5.1 Children are very welcome at Duck & Dry. Little ones love a Duck & Dry moment as much as anyone, and we offer Services designed especially for them.
5.2 Children under the age of 12 are welcome in our Salons for their own appointments. To make sure they are comfortable and safe, we ask that a parent or guardian stays with them for the duration of the appointment.
5.3 Bookings for anyone under the age of 18 should be made by a parent or guardian, who takes responsibility for the Booking, for payment and for these Terms on the child’s behalf.
5.4 Please note that our John Lewis and Harvey Nichols Salons are unable to offer Little Ones’ cut and blow dry Services. All other Salons will be delighted to welcome them.
5.5 Children who are not having a Service are welcome to accompany an adult to their appointment, provided they are supervised throughout. Our Salons are busy working environments with hot tools and equipment, so for everyone’s safety we may occasionally need to pause a Service if a child is at risk.
6. HEALTH, HAIR CONDITION AND DISCLOSURE
6.1 By making a Booking you confirm that you have disclosed to us, at the time of Booking or before the Service begins, all information relevant to the safe and effective provision of the Services, including any allergy, sensitivity, scalp or skin condition, medical condition, pregnancy, and any previous colour, chemical or heat treatment of your hair.
6.2 Where you have an accessibility requirement, please notify us at the time of Booking or by contacting the Salon in advance so that we may make reasonable adjustments.
6.3 We will not be liable for any adverse reaction, damage or unsatisfactory result arising from information that you have not disclosed to us in accordance with clause 6.1, or from the pre-existing condition of your hair.
6.4 Our stylists are trained to style all types of hair extensions, including tape, weave, bonded and clip-in extensions. Because we have no knowledge of the fitting, history or condition of your extensions, we accept no liability for damage to, or loosening or loss of, extensions during washing or styling, save where caused by our negligence. You must inform your stylist before the Service begins if your extensions require particular handling.
7. PRODUCTS USED IN THE SALON
7.1 Services are carried out using Duck & Dry products together with products of other third-party brands with which we may partner from time to time.
7.2 For reasons of product performance, consistency and safety, you may not bring your own shampoo, conditioner or styling products for use during a Service. Where you have an allergy or sensitivity to any product, you must inform us in accordance with section 6 and we will advise on the options available.
8. SALON CONDUCT
8.1 We want every guest to enjoy their time with us. Complimentary refreshments are provided with every appointment, and alcoholic drinks are available to purchase at selected Salons in accordance with the applicable premises licence. Alcohol is served only to guests aged 18 or over, and we may ask for proof of age. For licensing reasons, guests may not bring their own alcohol into a Salon or take drinks off the premises.
8.2 For the comfort of other guests, and to protect your freshly styled hair, we ask that food is not eaten in the Salon.
8.3 Well-behaved dogs are welcome in our Salons. At our Harvey Nichols and John Lewis Salons, store policy means that only assistance dogs can be admitted. We ask that dogs are kept under control at all times, and you remain responsible for any damage or injury they may cause.
8.4 Our Salons are shared spaces and our team’s wellbeing matters to us. We reserve the right to pause or end a Service, and to ask a guest to leave, where a guest is intoxicated or behaves in a way that is abusive, threatening, discriminatory or unsafe towards our staff or other guests. In those circumstances the full price of the Services booked remains payable and no refund will be given.
8.5 Please keep your personal belongings with you during your visit. We cannot accept responsibility for the loss of, or damage to, personal property left in a Salon, except where this is caused by our negligence.
9. SERVICE STANDARDS, AFTERCARE AND COMPLAINTS
9.1 We will provide the Services with reasonable care and skill.
9.2 The duration for which a style is maintained after you leave the Salon depends on factors outside our control, including your hair type and condition, weather and humidity, and the manner in which the style is treated after your appointment. We give no guarantee as to how long any style will last, and the fact that a style has dropped or altered after you have left the Salon does not of itself indicate that the Service was not carried out with reasonable care and skill.
9.3 If you are dissatisfied with any aspect of your Service you must raise this with your stylist or the Salon manager before leaving the Salon, whereupon we will make any reasonable adjustment at no additional charge. We are unable to offer adjustments or refunds in respect of a style that has dropped or altered after you have left the Salon.
9.4 If you consider that a Service was not carried out with reasonable care and skill, you must notify us within 24 hours of the appointment by contacting the Salon or emailing info@duckanddry.com, providing your Booking details and, where possible, photographs. Where we are satisfied that the Service was not carried out with reasonable care and skill we will, at your election, repeat the Service without charge at a mutually convenient time or provide a price reduction of an appropriate amount, which may extend to the full price of the Service, in accordance with the Consumer Rights Act 2015.
9.5 Save as provided in clauses 9.3 and 9.4 and subject to your statutory rights, no refunds are given in respect of Services that have been performed.
9.6 Any complaint should be raised in the first instance with the Salon manager or by email to info@duckanddry.com. We aim to respond to complaints within 24 hours and to resolve them within 7 working days.
10. RETAIL PRODUCTS
10.1 Duck & Dry products are available for purchase in our Salons. Prices are displayed in the Salon and are inclusive of VAT.
10.2 Products purchased in a Salon that are unopened, unused and in their original sealed packaging may be returned to any Salon within 28 days of purchase, with proof of purchase, for a refund to the original payment method. For reasons of hygiene, products that have been opened or used cannot be returned, refunded or exchanged unless faulty.
10.3 Where a product is faulty or not as described, you should return it to a Salon with proof of purchase and we will repair, replace or refund it in accordance with the Consumer Rights Act 2015.
10.4 Products purchased through the Website are subject to our Delivery and Returns Policy, which sets out the returns process and your statutory right to cancel an order within 14 days of receipt.
10.5 Full ingredient information is provided on product packaging and on the relevant product page on the Website. You are responsible for checking the suitability of a product before use, including in respect of any allergy. Unless otherwise indicated on the packaging, products should be used within 12 months of opening.
10.6 Products are sold for personal use only and may not be resold without our prior written consent.
11. GIFT CARDS
Duck & Dry gift cards may be purchased through the Website or in any Salon and may be redeemed against Services, drinks and products in any Salon.
11.2 Gift cards are valid for 6 months from the date of purchase, after which any remaining balance will be forfeited.
11.3 Gift cards are non-refundable, cannot be exchanged for cash, and may not be used to pay any cancellation or non-attendance fee under section 4. Any balance remaining following a purchase will remain on the gift card until its expiry.
11.4 We are not responsible for gift cards that are lost, stolen or damaged and are not able to replace them.
12. GROUP BOOKINGS AND EVENTS
12.1 Bookings for four or more persons, and all events whether in a Salon or at an external venue, are handled by our events team and must be arranged by contacting events@duckanddry.com.
12.2 Group bookings and events are subject to a separate written confirmation issued by our events team, which may include a deposit requirement and a longer cancellation notice period. In the event of any inconsistency between that confirmation and these Terms, the confirmation shall prevail in respect of payment and cancellation.
12.3 Group bookings and events are not eligible for promotions or discounts unless expressly stated.
13. PROMOTIONS AND OFFERS
13.1 Promotions, discounts and promotional codes are subject to the specific conditions stated at the time of the offer, are valid for the period stated or, where no period is stated, for 6 months from the date of issue, and may not be combined with any other offer unless expressly stated.
13.2 Promotional codes and discounts have no cash value and are non-transferable. We reserve the right to withdraw or amend any promotion at any time, without affecting any Booking already made in reliance on it.
14. WEBSITE USE AND INTELLECTUAL PROPERTY
14.1 The Website and all content on it, including text, images, logos, designs and trade marks, are owned by or licensed to Duck & Dry and are protected by intellectual property law. You may view, download and print content from the Website for your personal, non-commercial use only. You may not otherwise reproduce, modify, distribute or commercially exploit any content without our prior written consent.
14.2 You must not use the Website in any manner that is unlawful, fraudulent or harmful, that interferes with the operation or security of the Website, or that involves any automated data collection.
14.3 You must ensure that all information you supply to us through the Website or when making a Booking is accurate, current and complete.
14.4 The Website may contain links to third-party websites. We have no control over, and accept no responsibility for, the content or practices of such websites.
15. PERSONAL DATA
15.1 We collect and process your personal data, including your contact details, Booking history and payment details, in accordance with our Privacy Policy, which is available on the Website. By making a Booking you confirm that you have read our Privacy Policy.
16. LIABILITY
16.1 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your rights under the Consumer Rights Act 2015, or for any other liability that cannot be limited or excluded by law.
16.2 Subject to clause 16.1, we will be liable to you only for loss or damage that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time of Booking, both we and you knew it might happen.
16.3 Subject to clause 16.1, our total liability to you in respect of any Booking shall not exceed the price paid or payable for the Services booked.
16.4 The Services are provided for private and domestic use only. We shall have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
16.5 We shall not be liable for any delay or failure in providing the Services caused by events beyond our reasonable control, including severe weather, industrial action, failure of utilities, epidemic or pandemic, government action, or the closure of any building or store in which a Salon is located. Where such an event affects your Booking we will notify you as soon as reasonably practicable and offer an alternative appointment.
17. GENERAL
17.1 We may revise these Terms from time to time. The Terms applicable to a Booking are those published on the Website at the time the Booking is made. The date of the current version is shown at the top of these Terms.
17.2 We may assign or sub-contract our rights and obligations under these Terms. You may not assign or transfer your rights under these Terms without our prior written consent.
17.3 If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17.4 No failure or delay by us in exercising any right under these Terms shall operate as a waiver of that right.
17.5 These Terms are between you and Duck & Dry only. No other person shall have any right to enforce any of these Terms.
17.6 These Terms, together with our Privacy Policy and, where applicable, our Delivery and Returns Policy and any group or event confirmation, constitute the entire agreement between you and us in relation to their subject matter.
17.7 These Terms are governed by the law of England and Wales. Any dispute arising in connection with these Terms shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you are resident in Scotland or Northern Ireland you may also bring proceedings in the courts of your country of residence.
17.8 If you are dissatisfied with our handling of a complaint, you may seek independent advice from Citizens Advice.
