By making a booking through our website, app, or over the phone, you confirm that all information you provide — including personal, contact, and payment details — is complete, accurate, and truthful.
Booking Confirmation
After placing a booking you will receive a confirmation email to the address provided.
Please allow one working day for us to confirm your booking request.
If we are unable to fulfil your booking, we will contact you by email or phone as soon as possible.
We reserve the right to decline or cancel any booking at our discretion.
Preparing for Your Appointment
Arrive with your hair stretched or blow-dried where relevant — this allows your stylist to begin immediately.
If your hair has not been prepared as advised, a detangling fee will apply unless detangling was booked as part of your service.
Review your Jorra hair profile ahead of your appointment and ensure preferences and sensitivities are up to date.
If you have any scalp conditions, allergies, or recent chemical treatments, notify us at the time of booking.
Consultation
Every new client will be asked to complete a Niyo consultation form at or before their first appointment.
Returning clients will have their consultation form reviewed every 6 months.
The consultation is powered by Jorra and helps your stylist deliver a fully personalised service.
You have the right to opt out of AI-powered personalisation — this will not affect your access to salon services. Please notify us at the time of booking.
Pricing & Payment
Prices vary according to the type and duration of service. All current prices are listed on our website and booking platform. We do not price match with other retailers.
Payment Processing
All payments are processed securely through Stripe. Niyo Hair & Beauty does not store your card details.
Payment must be made in full at the time of booking. No payment, no appointment.
Accepted via credit card, debit card, and digital wallet through Stripe checkout.
We do not accept cash as a standard payment method.
All prices are displayed in GBP (£) and include VAT where applicable.
Deposits
A 20% deposit of the total service cost is required at the time of booking to secure your appointment. This deposit is applied against your final service total and is non-refundable except in the circumstances set out below. If Niyo cancels your appointment, a full refund of all sums paid will be returned to your original payment method.
Style Changes on the Day
If you wish to change or modify your selected style on the day, we will do our best to accommodate your request. Any change may affect the overall price and time required — we will confirm any price adjustment with you before proceeding.
Cancellation, Late Arrival & No-Show
We ask that you give us as much notice as possible if you need to cancel or reschedule so that we can offer your slot to another client.
Cancellation Policy
Scenario
Outcome
Cancellation 48+ hours before start time
Full deposit is transferable to a new appointment date.
Cancellation less than 48 hours before start time
Deposit is non-refundable and non-transferable.
Booking made within 48 hours of start — cancel within 30 mins of booking
Deposit is transferable to a new date.
Booking made within 48 hours of start — cancel after 30 mins
Deposit is non-refundable and non-transferable.
Cancellation due to illness symptoms
We will do our best to rearrange. If not possible, deposit is non-refundable.
Niyo cancels your appointment
Full refund of all sums paid to your original payment method.
Example: If your appointment is on the 24th at 12 noon, you must cancel or transfer before the 22nd at 12 noon to retain your deposit's transferability.
Late Arrival Policy
We allow a 10-minute grace period for lateness.
If you are more than 10 minutes late, a £15 late fee will be charged.
If you are more than 15 minutes late, your appointment may be cancelled at our discretion.
If you are running late, please call the number in your booking confirmation immediately — our Pro will wait up to 15 minutes.
No-Show Policy
If you fail to attend your appointment without any notice, you will be classed as a 'no-show'.
You will be considered a no-show if you are not present within 15 minutes of your booked start time with no prior contact.
No-shows will be charged 100% of the cost of the booked service.
Repeat no-shows may result in your account being suspended from future bookings.
Refund Policy
We want every client to leave Niyo Hair & Beauty happy. If you have a concern about your service, please raise it with your stylist or the salon manager as soon as possible — we will always try to resolve it during your appointment.
Service Refunds
If you are not satisfied with your service, your stylist will first attempt to rectify the issue during your appointment.
If the issue cannot be resolved, please speak to the salon manager.
Our standard resolution for genuine service dissatisfaction is a partial refund of up to 30%.
Any refund above 30% requires authorisation from Niyo management.
To request a refund, email hello@niyo.co with your booking reference, a description of the issue, and any supporting photos. We will respond within 2 business days.
All approved refunds are processed via Stripe to your original payment method within 5 business days.
If you notice a concern after leaving the salon, you have 24 hours to contact us at hello@niyo.co.
Non-Refundable Circumstances
Deposits where cancellation occurs less than 48 hours before the appointment start time.
No-shows (100% of service cost is charged).
Change of mind about the style or service after the appointment has been completed.
Dissatisfaction arising from the client not following pre-appointment hair preparation guidelines.
AI Technology & Your Jorra Experience
Niyo Hair & Beauty is the world's first AI-powered salon for textured hair. Our AI co-pilot, Jorra, is built specifically for Afro, natural, and textured hair.
What Jorra Does for You
Builds and maintains your personal Hair Profile — including hair type, texture, porosity, previous treatments, and preferences.
Helps your stylist prepare for your appointment based on your history and goals.
Generates personalised aftercare advice tailored to your service and hair type.
Offers virtual style consultations and hairstyle try-ons before your appointment.
Enables faster, smoother, more consistent service every time you visit.
Your AI Rights
You can opt out of AI-powered personalisation at any time — this will not affect your access to salon services. Contact us at hello@niyo.co or inform us when booking.
You will always be informed when AI is involved in generating recommendations for your service.
No significant service decision will be made solely by an automated system — your stylist always reviews AI recommendations.
Your hair profile data is stored securely and governed by our Privacy Policy below.
You can request a copy of your Jorra hair profile data at any time by emailing hello@niyo.co.
AI Transparency
In line with the EU AI Act (Regulation 2024/1689), where Jorra is used to generate recommendations for EU-based clients, you will always be informed that you are interacting with an AI system. Jorra is classified as a Limited-Risk AI System under the EU AI Act — it is used to assist, not replace, your stylist's professional expertise.
Privacy & Your Data Rights
Niyo Hair & Beauty is committed to protecting your privacy. We process your personal data in accordance with UK GDPR, the Data Protection Act 2018, and — where applicable to EU-based clients — EU GDPR (Regulation 2016/679). Our Data Controller is Niyo Group Ltd. For all privacy queries: hello@niyo.co
Scalp conditions, allergies, contraindications — collected for your safety (requires explicit consent)
Appointment & Service Records
Booking history, service details, stylist notes, aftercare records
Payment Data
Processed exclusively via Stripe. Niyo does not store raw card details.
AI Interaction Data
Jorra consultation inputs, style preferences, AI recommendations generated for you
Marketing Preferences
Whether you have opted in to receive marketing communications
Your Rights
Right
What It Means
Access
Request a copy of all personal data we hold about you
Rectification
Ask us to correct any inaccurate data
Erasure ('Right to be Forgotten')
Ask us to delete your personal data, subject to legal retention requirements
Restriction
Ask us to pause processing of your data
Portability
Request your data in a portable, machine-readable format
Object
Object to us processing your data for marketing purposes
Automated Decisions
The right not to be subject to decisions made solely by automated means
To exercise any of your rights, email hello@niyo.co. We will respond within 30 days.
Data Retention
Client service and health records: 7 years from your last appointment
Payment records: 7 years (financial/legal obligation)
Jorra AI Hair Profile data: 3 years from your last visit, or until you request deletion
Marketing consent records: duration of consent + 2 years
If you are not satisfied with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
Your Consumer Rights
Nothing in these Terms affects your statutory rights under UK consumer law. The following legislation protects you as a consumer:
Consumer Rights Act 2015 — your right to services carried out with reasonable care and skill, and products that are of satisfactory quality and fit for purpose.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — your rights when booking services online or by phone.
UK GDPR & Data Protection Act 2018 — your data rights (see Privacy section above).
Payment Services Regulations 2017 — your rights in relation to electronic payments.
If we cannot resolve your complaint to your satisfaction, you may be entitled to refer your complaint to an Alternative Dispute Resolution (ADR) provider. Please raise any concern with us first at hello@niyo.co — we aim to resolve all issues promptly and fairly.
Frequently Asked Questions
Complaints Policy
We take all complaints seriously and are committed to resolving them fairly and promptly.
How to Complain
Raise the concern with your stylist or the salon manager during your appointment in the first instance — most issues can be resolved immediately.
If unresolved during your appointment, email hello@niyo.co within 24 hours of your service with full details.
We will acknowledge your complaint within 2 business days and aim to provide a full resolution within 10 business days.
If you remain dissatisfied after our response, you may escalate your complaint to an independent Alternative Dispute Resolution (ADR) provider.
What to Include in Your Complaint
Your full name and booking reference
Date and details of your appointment or order
A clear description of the issue
Any photos or supporting evidence
Your preferred resolution
Our Commitment: We will always treat your complaint with courtesy, fairness, and respect. We will keep all complaint details confidential and will not discriminate against any customer who raises a legitimate complaint.
General Terms & Conditions
Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Changes to These Terms
Niyo Hair & Beauty reserves the right to update these Terms at any time. The most current version will always be available on our website. Where changes are material, we will notify you by email. Continued use of our services following notification of changes constitutes acceptance of the updated Terms.
Limitation of Liability
To the maximum extent permitted by law, Niyo Hair & Beauty's total liability to you for any claim arising from these Terms or your use of our services shall not exceed the total amount paid by you for the specific service or product giving rise to the claim.
We are not liable for any indirect, consequential, or special loss or damage arising from your use of our services.
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 law.
Intellectual Property
All content on the Niyo Hair & Beauty website, app, and marketing materials — including the Jorra platform, brand assets, and Hair Profile technology — is the intellectual property of Niyo Group Ltd. You may not reproduce, distribute, or commercially exploit any such content without our prior written consent.