Policy

Tatiana Karelina Ltd — Website and Salon Policy

Company name: Tatiana Karelina Ltd
Company number: 07825025
Registered office: 33 Holland Street, London, United Kingdom, W8 4LX
General contact: info@tatianakarelina.co.uk 

This single policy explains how we operate our website, how we handle personal data, and the terms that apply to consultations, services, and bespoke orders placed in our salons. By using our site or booking with us you agree to this policy.

We do not sell standard products online. All products and services are bespoke and delivered in salon unless otherwise agreed.

1) Privacy and Data Protection (UK GDPR and Data Protection Act 2018)

1.1 Data we collect

• Identity and contact: name, email, phone, address.
• Consultation and service records: method, colour, length, stylist notes, photos you choose to share, fitting and maintenance history.
• Payment: processed by our payment providers; we do not store full card details.
• Website and technical: IP address, device, browser, pages viewed, cookies and similar technologies.
• Marketing preferences: your choices about hearing from us.
• Health information you choose to share: e.g., scalp sensitivities, treatment context, or medical considerations so we can deliver services safely.

1.2 Special category data (health)

Where you disclose health information, we process only what is necessary for safe service delivery with your explicit consent (UK GDPR Article 9(2)(a)). You may withdraw consent at any time, but this may affect our ability to proceed with a service.

1.3 Why we use your data and our legal bases

1.4 Sharing your data

We share data with trusted service providers acting on our instructions, including: payment processors, booking and messaging tools, IT and hosting, analytics, couriers (if delivery is requested), and finance partners (if you apply). They must protect your data and may not use it for their own purposes.

1.5 International transfers

Some providers may store data outside the UK. Where this occurs, we use safeguards recognised by UK data protection law (for example, UK International Data Transfer Agreement or Standard Contractual Clauses).

1.6 Security measures

We use appropriate technical and organisational measures, including encrypted transmission where applicable, role-based access, staff training, and confidentiality commitments.

1.7 Retention

• Consultation and service records are retained as needed for aftercare and repeat visits.
• Financial records are retained for at least six years.
• Marketing data is retained until you unsubscribe or ask us to delete it.
• Health related notes are kept only as necessary for safe services and legal duties.

1.8 Your rights

You can request access, correction, deletion, restriction, portability, or object to certain processing. Where we rely on consent, you can withdraw it at any time. Contact us at info@tatianakarelina.co.uk. We will respond within one month. You may also complain to the Information Commissioner’s Office at ico.org.uk.

1.9 Children

Our services are intended for adults. If you are under 18, a parent or guardian must provide consent.

2) Cookies and Similar Technologies (PECR and UK GDPR)

We use cookies and similar technologies to operate our site, measure performance, and improve your experience.

Cookie categories

• Strictly necessary: site core functions, security, consent storage.
• Performance and analytics: understanding site use and improving content.
• Marketing: tailoring content or measuring campaign performance (used only with your consent).

Manage consent through our cookie banner and in your browser settings. Blocking some cookies may affect site performance. If we add or remove third-party tools, the cookie banner list and this section will be updated.

Examples

• Tag management or analytics to measure page views and site performance.
• Embedded content (maps, video, social) that may set their own cookies.

3) Website Terms of Use

• Content on this site is owned by or licensed to Tatiana Karelina Ltd. You may not copy or republish it without permission.
• Do not misuse the site or attempt to disrupt its operation.
• We aim for accuracy but do not guarantee the site is error free. Content is for general information.
• Third-party links are for convenience; we are not responsible for their content.
• Governing law and jurisdiction: England and Wales.

4) Salon Services and Bespoke Orders

We provide consultations, fittings, maintenance, and the creation of bespoke items including made to measure clip in pieces, toppers, and medical wigs. We do not sell standard products online.

4.1 Consultations and approvals

We discuss your goals and agree specifications such as size, base, colour blend, texture, length, and method. We may ask you to confirm details in writing before we begin.

4.2 Deposits, pricing, and maintenance

• A 50% deposit is required for bespoke and made to measure items and certain bookings. The balance is due at fitting or collection.
• A £200 deposit is required for in salon appointments (micro rings, micro bonds, wefts, tapes etc) and we operate a 24-hour notice cancellation policy.  Appointments cancelled less than 24-hours may result in a forfeit of the deposit. 
• Fitting is charged at £120 per hour for tapes and wefts, unless otherwise stated.
• Maintenance is generally every 6 to 8 weeks for tapes and around every 3 months for rings and bonds. 

4.3 Finance

We offer an option to spread the cost over twelve months at 0% interest through a finance partner, subject to eligibility, status checks, and the finance provider’s terms. Where applicable, Tatiana Karelina Ltd may act as a credit broker, not a lender. Your finance agreement is with the provider.

4.4 Lead times

Lead times for bespoke items are discussed at consultation and provided in good faith. We will keep you updated if delays occur.

4.5 Health and suitability

Please inform your stylist of any scalp conditions, sensitivities, allergies, medications, or medical treatments. We may decline to proceed where a service may not be suitable.

5) Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule, please give as much notice as possible. Notice periods and any fees are confirmed at booking. Missed appointments or late cancellations may incur a fee to cover the time reserved. If we must cancel due to events outside our control, we will offer to rebook as soon as possible.

6) Returns and Refunds

6.1 Bespoke items

Bespoke items (for example made to measure clip ins, toppers, and medical wigs) are made to your specifications. The statutory cooling off right to cancel does not apply once we have started work on a bespoke item. We will always address faults in line with your legal rights.

6.2 Faults and damages

If an item is faulty or not as described, contact us promptly. After assessment we will repair, replace, or refund in line with your statutory rights.

7) Delivery and Collection

Bespoke items are usually collected in salon after fitting and checks. If delivery is requested, we will confirm the courier, costs, and timeline. The client is responsible for all additional costs including courier costs, duty and VAT. Risk passes on delivery. Please inspect parcels on arrival and tell us quickly about any issues.

8) Aftercare and Maintenance

Results vary by hair type, lifestyle, and aftercare. We provide care guidance for washing, drying, styling, and maintenance intervals. You agree to follow this guidance. We cannot guarantee results where aftercare is not followed or where third-party products or services are used. 

9) Photography and Testimonials

We may request permission to take photographs for records or marketing. We will only use images with your consent, and you can withdraw consent for future use at any time.

10) Complaint Handling

We aim to resolve concerns quickly and fairly.

• We acknowledge complaints within two working days and aim to resolve them within ten working days.
• If we need more time, we will keep you updated.
• For data protection issues you can also contact the Information Commissioner’s Office at ico.org.uk.

11) Accessibility

We aim to make our website accessible and strive to meet WCAG 2.2 AA where feasible. If you have difficulty using any part of the site or need information in another format, please contact us.

12) Intellectual Property

All trademarks, logos, images, and text on this site belong to Tatiana Karelina Ltd or our licensors. You may not use them without prior written permission.

13) Changes to this Policy

We may update this policy to reflect changes in law or our practices. The latest version will appear here with a revised date. Continued use of the site or our services after changes means you accept the updated terms.

Last updated: 25 July 2025