Policies

Refund & Cancellation Policy

Plans change. Here is exactly what happens when they do.

Cancelling or moving an appointment

Please give us at least 4 hours' notice by phone or WhatsApp. Within that window we will move you to the next available slot at no cost.

Late cancellations and no-shows

Cancellations under 4 hours, or a no-show, may attract a fee of 50% of the booked service on your next visit. We waive this for emergencies and for first-time clients.

Deposits

Deposits are only requested for long braiding or full colour appointments. A deposit is refundable if you cancel with more than 24 hours' notice, and is otherwise credited to a rescheduled visit within 30 days.

If you are unhappy with a service

Tell us within 7 days of your appointment. We will book you in for a complimentary correction with a senior stylist. Where a correction is not possible, we refund the service in full.

Refunds on retail products

Unopened retail products may be returned within 14 days with your receipt for a full refund. Opened hair or nail products cannot be refunded for hygiene reasons.

How refunds are paid

Refunds are returned by the original payment method — cash, M-Pesa or card — usually within 5 working days.

Last updated 1 September 2026 · Nano Salon, Argwings Kodhek Road, Kilimani, Nairobi.