FAQs

General

What is Luvhair?


Luvhair is business on a mission to transform how you book natural hair services. We are partnering with the best businesses in London - from salons and to mobile hairstylists - putting you a few taps away from the hair services you love.




What is the story behind Luvhair?


Luvhair was built with love in London. Our founders, for years had listened to complaints from their sisters, mothers and cousins about the difficulties in finding quality natural hair services, and it was time for a change. They vowed to be their champion and to create a tool that would empower them with easy, on-demand access to the quality natural hair services they want.




What locations do you service?


Luvhair is currently only partnering with salons and hairstylists in London. Any plans we have to roll out, outside of London will be purely based on the demand, so please get in touch with us now and let us know using the Help function in the Luvhair app or by sending us an email support@luvhairapp.com - get all your friends and family to do the same!





Using Luvhair

How does it work?


Using the Luvhair app, available now on both iOS and Android, you can book natural hair services by simply opening up the app; picking your preferred hairstylist and service, and then scheduling your appointment for a convenient date and time. Once the business receives your booking you will be notified, you will then be notified when the business has accepted your appointment.




When can I make a booking?


The Luvhair app gives you 24/7 booking access.




Why doesn't Luvhair accept cash?


We only take card payments because it lets us provide both you and the salon or hairstylists with the best possible. By securing that appointment with a payment it ensures the salon or hairstylists’ only focus is delivering an amazing experience and service for you, and let’s you focus on just slaying! Please note that this means you must add a card as a payment method, in order to schedule an appointment on LUVHAIR. Feel free to tip your hairstylist in cash.




Where do the natural hair services take place?


On Luvhair you will find natural hair services provided by either salon-based or mobile hairstylists and the choice will be yours.





Questions about my appointment

Something’s wrong with my appointment, what do I do?


We are dedicated to looking after your entire Luvhair experience, from the moment you schedule an appointment right through to the time you take that first selfie after the amazing service. However, we do understand that sometimes things might go wrong. If this is the case, you can use the Help function in the Luvhair app to speak to our customer service team and report any issues. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.




How can I amend or cancel my appointment with a salon or hairstylist?


Each salon or hairstylist will have their own amendment or cancellation policy, please see “Something’s wrong with my appointment, what do I do?” and get in touch with us.




What if I want to add a service to my booking?


You can contact our Customer Service team via the Help function in the app or on +44 753 099 8959 and we’ll do our best to make sure you get all the services you want added to your booking.




What if my hairstylist is late?


Sometimes things outside of a salon or hairstylist’s control can cause a delay. Where we can, we will try and proactively call you if we become aware that your appointment might not happen within the start time and estimated finish time. In the event we are not able to do that you can use the Help function in the Luvhair app to speak to our customer service team and report any issues. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.




What if I’m late for my appointment?


If you think you won’t be at the appointment address in time to begin your service, please let us know by using the Help function in the Luvhair app or by calling +44 753 099 8959. Your hairstylist will try to call you if there’s an issue at the appointment address. If they’re unable to contact you, our Customer Service team will try and reach you via the app, phone and email. Please check your emails during the delivery time for any updates. If you are visiting a salon-based hairstylist, any waiting time after half an hour, is discretionary. If a mobile hairstylist is coming to you and we can’t contact you and are unable to begin the service, your hairstylist will wait for up to 10 minutes before leaving. In this event, you’ll still be charged for your appointment. Please note that in every scenario you are late, the end time of your appointment officially remains the same and the hairstylist will do as much as they can for you in the allotted time. Only in the event that they have no subsequent appointments, a time extension for the service will be to their discretion. A good way to prevent most of these issues from happening, is to always double-check your contact and address details in ‘My Account’.




My address is wrong on the appointment, how do I change it?


Get in touch with us immediately using the Help function in the Luvhair app to speak to our customer service team and report this. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.




My appointment is pending, what does this mean?


A pending appointment means that a request has been sent to your chosen salon or hairstylist, however they are yet to confirm they have seen the request. The moment they see and accept it, you will be notified both in app and via email. The Luvhair team will be working behind the scenes to ensure that this process never takes more than 90 minutes. In the event it takes longer, please feel free to use the Help function in the Luvhair app to speak to our customer service team and report any issues. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.





Special bookings

Can I make multiple appointments for a group?


Please feel free to use the Help function in the Luvhair app to speak to our customer service team about it. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.




Are there any corporate or group discounts?


Please feel free to use the Help function in the Luvhair app to speak to our customer service team about it. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.




Can I make a booking for a person under 18, is this possible?


Please feel free to use the Help function in the Luvhair app to speak to our customer service team about it. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.





“How to” guides

How do I create a Luvhair account?


1. Open the Luvhair app 2. Tap "Register" to sign up 3. Enter your full name, mobile number and unique e-mail address and then tap "Create Your Account"




How do I book an appointment with a hairstylist on Luvhair?


1. Open the Luvhair app 2. Browse through the lists of hairstylists near you 3. When you've found a hairstylist you'd like to book with, choose a service and click “Continue”, pick a date, and then a time you'd like to book and tap “Proceed to payment” 4. Want the hairstylist to ring you when they get downstairs? Leave them a note on the bottom of this page 5. Once your appointment is booked, we’ll send you an email confirmation with all the details




How do I add or remove a credit card from my Luvhair account?


Adding or removing your credit card is simple on the Luvhair mobile app. Make sure you have the most recent update and then follow these instructions: 1. Tap the Menu button in the top left corner of your app which looks like the three horizontal bars ("hamburger menu" icon) 2. Select “My Account", then scroll down to the Payment section 3. Tap "Add Payment Method” to add payment information or tap “Remove card” on the card you want to remove Please note that you must add a card as a payment method, in order to schedule an appointment on Luvhair. Also note that in the event you have an upcoming appointment scheduled with a salon or hairstylist, you will not be able to remove a card.




How do I leave a review for a hairstylist?


To protect hairstylists from malicious reviews, we only give you the opportunity to leave a review after they've had an appointment with you. After your booking is complete, follow these instructions: To cancel an appointment on the mobile app: 1. Open the Luvhair app 2. Tap the Menu button in the top left corner of your app 3. Select “Appointments” 4. Find your most recent appointment under ‘Previous Bookings’ then tap “Leave a Review” 5. Use the 5 star rating system to leave a rating and then tap “Leave a comment” to write your more detailed review 6. Once complete hit “Confirm”





Technical issues

I have a technical problem or support issue, how do I get in touch with Luvhair Team?


Please free to use the Help function in the Luvhair app to speak to our customer service team to report any issues. You can also contact us at support@luvhairapp.com or on +44 753 099 8959.





Download our app and book now and get 20% off your next look!

Download Luvhair on Google Play