Clear, fair and transparent terms for our clients

Effective Date: 16 September 2026

Welcome to Urban Roots™.

These Terms & Conditions (“Terms”) govern your use of the Urban Roots™ website, booking platform and related digital services, as well as the purchase and use of services and products offered at our salon.

By accessing our website, making a booking, purchasing a product or service, or otherwise interacting with Urban Roots™, you acknowledge that you have read, understood and agree to be bound by these Terms.

For purposes of these Terms, “Urban Roots™”, “we”, “us” or “our” refers to the business entity operating under the Urban Roots™ brand.

These Terms are subject to applicable South African law, including applicable consumer-protection and data-protection legislation.

1. SCOPE OF SERVICES

Urban Roots™ provides premium beauty and lifestyle services, including, but not limited to:

• Hair styling and hair care.
• Haircuts and treatments.
• Braiding and protective styles.
• Nail services.
• Brow and lash services.
• Children’s beauty services.
• Facials, scrubs and related beauty treatments.
• Retail beauty and hair-care products.
• Other beauty, grooming and lifestyle services introduced by Urban Roots™ from time to time.

Service availability may vary by location, professional availability, equipment, stock and operational requirements.

Urban Roots™ reserves the right to modify, update, suspend or discontinue services, products, service menus or promotional offerings from time to time.

Where reasonably practicable, material changes to existing bookings will be communicated to affected clients.

2. BOOKINGS & APPOINTMENTS

Appointments may be made through our website, booking platform, WhatsApp, telephone, social-media channels or other approved booking channels.

Accurate Information

Clients are responsible for providing accurate and complete information when making a booking, including:

• Full name.
• Contact details.
• Requested service.
• Relevant hair, nail or beauty requirements.
• Any information reasonably required to determine the appropriate service duration or pricing.

Providing inaccurate or incomplete information may affect the suitability, duration or price of a service.

Appointment Times

Clients are requested to arrive on time for their appointments.

Late arrival may reduce the amount of time available for the scheduled service and, depending on the circumstances, may require the service to be modified, shortened or rescheduled.

Where a service cannot reasonably be completed because of a client’s late arrival, Urban Roots™ may treat the appointment as a cancellation.

3. DEPOSITS, CANCELLATIONS & NO-SHOWS

Urban Roots™ may require a booking deposit for selected services, including high-value, long-duration or appointment-intensive services.

The applicable deposit amount and booking terms will be communicated to the client at the time of booking.

Cancellation Window

Clients should provide at least 24 hours’ notice when cancelling or rescheduling an appointment.

Late Cancellations

Where an appointment is cancelled or rescheduled with less than 24 hours’ notice, Urban Roots™ may, subject to the applicable booking terms:

• Retain the booking deposit; and/or
• Apply a cancellation fee.

No-Shows

A no-show occurs where a client fails to attend a confirmed appointment without providing reasonable notice.

A no-show may result in:

• Forfeiture of the booking deposit.
• A cancellation or no-show fee.
• A requirement for a deposit to be paid before future appointments are confirmed.

Repeated late cancellations or no-shows may affect a client’s ability to make future bookings.

Urban Roots™ may exercise reasonable discretion where exceptional circumstances arise.

4. CLIENT HEALTH, ALLERGIES & SERVICE SAFETY

The safety and wellbeing of our clients and professionals is a priority.

Health Disclosures

Clients are responsible for informing Urban Roots™ or their service professional, before treatment begins, of any known:

• Allergies or sensitivities.
• Scalp or skin conditions.
• Previous adverse reactions to hair, nail or beauty products.
• Relevant medical conditions or treatments that may affect the safety or suitability of a service.

Clients should provide complete and accurate information where it may reasonably affect the delivery of a service.

Where necessary, Urban Roots™ may recommend a consultation, patch test, alternative product or alternative service before proceeding.

Patch Testing

Certain services or products may require a patch test or other suitability assessment before treatment.

Where a patch test is required, Urban Roots™ may decline to proceed with the service if the required test has not been completed or indicates that the treatment may be unsuitable.

A patch test does not guarantee that an allergic or adverse reaction will not occur.

Right to Refuse or Stop a Service

Urban Roots™ reserves the right to decline, modify, postpone or stop a service where:

• The service may pose a health or safety risk.
• The client’s disclosed condition makes the requested service unsuitable.
• Required information has not been provided.
• The client’s hair, scalp, skin, nails or other relevant condition is not suitable for the requested treatment.
• The client behaves in an abusive, threatening, discriminatory, sexually inappropriate or otherwise unacceptable manner towards staff, professionals or other clients.
• Continuing the service would create an unreasonable safety or operational risk.

Any refusal or termination of service will be handled fairly and, where appropriate, an explanation will be provided.

Urban Roots™ is committed to maintaining a safe, respectful and inclusive environment for all clients and team members.

5. CHILDREN’S SERVICES

Where a service is provided to a minor, the accompanying parent or legal guardian is responsible for providing any required consent and relevant information concerning the child’s allergies, sensitivities or other circumstances that may affect the service.

Urban Roots™ may request a parent or legal guardian to remain present where reasonably necessary for the child’s safety and wellbeing.

6. PRICING & SERVICE VARIATIONS

Prices displayed on our website, social-media platforms, booking platforms, menus or other promotional materials may represent base rates and may be subject to change.

The final price of a service may vary depending on factors including:

• Hair length.
• Hair density.
• Hair texture and condition.
• Complexity of the requested style.
• Amount of product or materials required.
• Additional time required.
• Customisation requested by the client.
• Additional services requested during the appointment.

Where a material price variation is identified before the service begins, the client will be informed and given an opportunity to approve the revised price before proceeding.

Where additional services are requested by the client during an appointment, additional charges may apply.

7. PAYMENTS

Payment for completed services is due at the conclusion of the appointment unless otherwise agreed.

Retail products must be paid for at checkout.

Urban Roots™ may accept payment through approved payment methods, which may include:

• Credit and debit cards.
• Electronic funds transfers.
• Digital wallets.
• Online payment gateways.
• Buy-now-pay-later or instalment payment providers where available.
• Other payment methods communicated by Urban Roots™.

Certain payment methods may be subject to the terms and conditions of the relevant third-party provider.

Urban Roots™ does not intentionally store raw payment-card details where payments are processed through third-party payment providers.

8. RETAIL PRODUCTS

All retail products are subject to availability.

Product packaging, colour, size, formulation or presentation may change from time to time in accordance with manufacturer updates.

Clients should follow the manufacturer’s instructions when using retail products purchased from Urban Roots™.

Where a product requires specific precautions, clients are responsible for reading and following the relevant instructions and warnings.

Returns, exchanges and refunds are governed by the Urban Roots™ Refund & Return Policy, together with applicable consumer-protection legislation.

9. GIFT CARDS, VOUCHERS & PACKAGES

Gift cards, vouchers and service packages are subject to the specific terms communicated at the time of purchase.

Unless otherwise stated:

• Gift cards and vouchers are not redeemable for cash.
• Gift cards and vouchers may be transferable.
• Packages may be subject to validity periods.
• Certain promotions or packages may have restrictions on combining them with other offers.

Nothing in this section limits any rights provided to consumers under applicable law.

10. CLIENT CONDUCT

Urban Roots™ is committed to creating a welcoming, professional and inclusive environment.

Clients are expected to treat our staff, independent professionals, contractors, other clients and visitors with respect.

Urban Roots™ does not tolerate:

• Threatening or violent behaviour.
• Harassment.
• Abusive or insulting conduct.
• Discriminatory behaviour.
• Sexual harassment or inappropriate sexual conduct.
• Deliberate damage to property.
• Any unlawful conduct.

Where necessary, Urban Roots™ may terminate a service or ask an individual to leave the premises.

Serious incidents may be reported to the appropriate authorities where required or considered necessary.

10. INTELLECTUAL PROPERTY

All content associated with Urban Roots™, including but not limited to:

• The Urban Roots™ name and brand.
• Logos and trademarks.
• Taglines and slogans.
• Website copy.
• Photography and imagery.
• Illustrations and graphic designs.
• Videos and marketing materials.
• Original digital content.

is owned by or licensed to Urban Roots™ and is protected by applicable intellectual-property laws.

The Urban Roots™ brand, including its trademarks, may not be copied, reproduced, modified, distributed or commercially exploited without prior written permission from Urban Roots™ or the applicable rights holder.

Our current brand messaging includes:

“Rooted in style. Driven by confidence. Built for everyone.”

Nothing on our website grants you ownership or a licence to use Urban Roots™ intellectual property except where expressly permitted.

12. WEBSITE & DIGITAL SERVICES

We aim to ensure that information on our website and booking platforms is accurate and up to date.

However, we do not guarantee that:

• The website will always be available or uninterrupted.
• All information will always be completely error-free.
• Images will exactly represent the final appearance of a service or product.
• Third-party booking or payment platforms will always operate without interruption.

We may temporarily suspend website or booking functionality for maintenance, upgrades, security reasons or circumstances beyond our reasonable control.

13. THIRD-PARTY SERVICES & LINKS

Urban Roots™ may use third-party platforms and service providers for functions such as:

• Appointment bookings.
• Online payments.
• Communications.
• Website hosting.
• Marketing.
• Customer management.

Where you interact directly with a third-party platform, that platform’s own terms and privacy policy may also apply.

Urban Roots™ is not responsible for the independent operation, content or privacy practices of third-party websites or platforms.

14. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Urban Roots™ will not be liable for indirect, incidental or consequential loss arising from the use of our website, services or products.

Urban Roots™ is also not responsible for the loss, theft or damage of personal belongings left unattended on our premises.

Clients are encouraged to keep valuables secure while visiting the salon.

Nothing in these Terms is intended to exclude or limit any liability or consumer right that cannot lawfully be excluded or limited under applicable South African law.

15. PRIVACY & PERSONAL INFORMATION

Urban Roots™ collects and processes personal information in accordance with our Privacy Policy and applicable South African data-protection legislation, including the Protection of Personal Information Act, 2013 (POPIA).

By using our booking platform or providing personal information to us, you acknowledge that your information may be processed for purposes associated with providing our services, managing bookings, processing payments, communicating with you and fulfilling applicable legal obligations.

For further information, please refer to the Urban Roots™ Privacy Policy.

16. CHANGES TO THESE TERMS

Urban Roots™ may update these Terms from time to time to reflect changes to our services, business practices, technology or applicable legal requirements.

The latest version will be made available on our website.

The Effective Date at the beginning of these Terms indicates when they were most recently updated.

Where required by law, material changes will be communicated to affected clients.

17. GOVERNING LAW

These Terms are governed by and interpreted in accordance with the laws of the Republic of South Africa.

Any disputes arising in connection with these Terms will be dealt with in accordance with applicable South African law and the jurisdiction of the appropriate South African courts or other applicable dispute-resolution mechanisms.

18. SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful and enforceable, where possible.

The remaining provisions will continue to apply.

19. CONTACT URBAN ROOTS™

If you have any questions, concerns or requests regarding these Terms & Conditions, please contact us:

Urban Roots™
Clay Oven Junction
Corner Witkoppen Road & Main Road
Paulshof, Sandton
Johannesburg, South Africa

Email: info@urbanrootssa.com
WhatsApp: +27 71 142 9303

URBAN ROOTS™

Rooted in Style