The Gentle Touch Co.

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Our Policies

Acknowledgment of all Our Policies



Before being able to book any service with us, you are required to acknowledge our salon policies. We want to make sure that we are on the same page and that we are respectful of your time and our time and schedule as well. By selecting that you acknowledge and understand our salon policies, you are holding yourself accountable to the policies on this page and affirming that you know you will be held responsible for Late Cancellations, Late Rescheduling, and No-Show charges as per the information below.

To ensure we can serve all clients considering time and schedules and bookings we have to create a structure that deters time wasting, loss of time and unnecessary delays. As The Gentle Touch Co, we pride ourselves in our services and techniques we use to achieve the best service and results. Each client values their time and deserves to be accommodated within the time we avail to ensure they have unrestricted care and attention. Any loss of time or lateness that will affect another client’s bookings will be penalised. We would love and appreciate all Gentle Touch Co Clients to be respectful and faithful to their booking time. So that you can enjoy the benefits of a timely service.

Hair Length Requirements

Please take note that we only BRAID hair that is 7cm and longer to avoid pain, aging of the style, longer braiding process and braiding delays or fall outs. 


All reservations must be made online through our booking portal here here. Please arrive on time (preferably not too early or more than 10 minutes late). It is important that services begin and end on time as a courtesy to the next guest and Gentle Touch Client.

After booking your service/appointment, you will receive a confirmation email with all of the information you will need for your appointment. If you need to make any adjustments or cancellations, you can do so through that email. Or by calling us directly. By booking an appointment or service, you assert that you have read and understood our salon policies.


We have a no-refund policy on services completed at our salon. We offer complimentary adjustments within 7 days of the service completion pending management approval. Style results may vary. During services, we require your full, undivided attention.  It is important to us that we are on the same page during your service so please plan to be an active participant for the duration of your service as we believe clear communication is key.

Hair Detangling Pricing and Policy

The price is determined by the length, thickness and condition of a client’s hair. Our detangling price starts at R200 and can cost over R750. Please remember in a styling session proper detangling can be one of the services that can take a very long time due to the time since last detangle or the amount of knots and tangles in your curls and hair. We do not use any damaging, cutting or harming techniques to rush through your detangling process. Your hair is treated with care as your growth and hair care is very important to us. This takes time, we treat your hair and scalp how you would wish/love it to be treated. With intention and great care. We cannot rush through a detangling process and we ensure all parts of your hair are clearly detangled well before completion.

In order for you not to be charged for detangling, you should come into the salon with your hair thoroughly combed and placed into sections of twists to keep the hair from shrinking back or tangling. This will apply to clients who would like their hair to be done in either a wet state or blow dried later. WE ARE UNABLE TO BLOW DRY YOUR HAIR IF IT IS TANGLED AS THIS WILL CAUSE HAIR LOSS AND DAMAGE AND IT IS AGAINST OUR POLICY. WE ARE UNABLE TO BRAID YOUR HAIR WHEN IT IS TANGLED AS THIS WILL HURT AND CAUSE BREAKAGE AND DAMAGE TO YOUR HAIR. WE ARE UNABLE TO BRAID YOUR HAIR WET IF IT IS TANGLED BECAUSE THIS WILL ALSO CAUSE BREAKAGE AND HAIR LOSS AND BE VERY PAINFUL. DETANGLING IS VERY IMPORTANT.

Failure to show that your hair is detsangled by it being in twists WITH NO KNOTS AND TANGLES will result in a requirement for detangling to proceed. 

Late Appointments

There may be a waiting period of up to 10 minutes before your appointment. Natural hair can be quite time-consuming to work through, and while we make every effort to be on time for all appointments, there are times when that isn’t possible. We thank you in advance for your patience.

Late Fee

As mentioned above, If you are more than the allocated 10 minutes late for your appointment, we automatically penalise you with a R125 late fee, to cover the delay caused. Constant lateness for appointments may result in us being unable to accommodate you due to time constraints.

How to Arrive for Dusty Trim or Trims

Please arrive with your hair down as you would wear it on a normal day-to-day basis. Use care and products you would normally put in your hair. DO NOT put your hair up in a ponytail, bun, or any other style that would result in your hair being stretched out. Should you come with your hair in a bun, and your hair is too stretched to cut properly, we may need to reschedule your appointment, if we are unable to wash, treat and trim you in that session.


In an effort to better serve all our guests seeking last-minute accommodations, guests will now be required to cancel or reschedule their Gentle Touch Salon appointment reservation 48 hours prior to arrival in order to avoid a R150 fee charge.

If you have booked your appointment with less than 48 hours between your booking time and the scheduled appointment you are required to cancel 3 hours before your service starts time to avoid the late cancellation fee. Cancelation on the time of the appointment will result in a fee due to loss of work at the time allocated to you.

Late Rescheduling

Similar to the Late Cancellation policy, if you find that you need to reschedule your appointment, please do so no less than 48 hours before your appointment in order to avoid a R150 charge.

If you have booked your appointment with less than 24 hours between your booking time and the scheduled appointment, you are required to reschedule 3 hours before your service start time to avoid the late rescheduling fee.

Incorrect Bookings

Please note that if you are unsure of the service you need, you can reach out to us at or by using the chat function on our website before booking your appointment. Alternatively, you can make an appointment and then reach out to ensure that it is the correct service for your needs at the same points of contact noted above.

If an incorrect booking is made, we will reach out as soon as we become aware of it. In some cases, we may need to reschedule you to another day and time that will accommodate a longer or more involved service if that is what you need. We make an effort to reach out sometime before your appointment but there are some occasions when it may be missed until the day of or during your appointment. For this reason, the best choice is to reach out regarding your service.

No Shows

If you do not show up for your scheduled appointments, without contacting the salon to cancel, you will be subject to pay a R300 fee. Clients who no show on more than one occasion will be required to pay in full before any appointments are booked.


Though it’s best to make your appointment on time, we understand that sometimes life gets in the way. For this reason, we offer a 10-minute grace period for clients who are running late. Any later than 10 minutes requires rescheduling and a late cancellation fee. Please note that you may have to accept an adjusted service to keep our on-time clients on schedule. If you are running late, always call us as soon as possible as, depending on the schedule, we will be able to work with you if we know ahead of time.

Right to Refuse Service  

A positive environment at The Gentle Touch Co is our top and highest priority. We do this for all our client to have a place of peace and relaxation when styling or treating their hair, free of all judgement and slight. While we would like to open our doors to all, we will not tolerate rude, aggressive, or demeaning behaviour from our clients to any staff member or fellow client. Clients behaving negatively or rudely will be asked to leave and not return.

Payment + Gratuities

We accept cash as well as all major credit/debit cards including MasterCard, Visa, American Express, and Discover. Personal checks are not accepted and we do not give cash back on credit card charges.

Gratuity is not included in the service fees listed on our price list. You are free and more than welcome to tip our stylist to your heart’s desire. We welcome and appreciate this show of gratitude.



All retail products are final sale and non-refundable.


Service Pricing Policy

We are constantly expanding our services to bring you the best and greatest options that give amazing results. Although we make every effort to keep our website and booking menu updated, please note that prices and services are subject to change at any time.


Confidentiality and Privacy Policy

We believe that every client has the right to privacy and confidentiality. Your hair consultation sessions with Ms Gentle remain private and confidential. The conversations you have with your stylist will remain confidential. Our Client lists and email lists are confidential and we do not sell or share any client info with outside companies.


Lost Items

Please do not bring valuables with you as we are not responsible for lost, broken or stolen items. It is your responsibility to ensure all your items are safe whenever you visit. Our premises prioritise security.



All clients of The Gentle Touch Co have access to unlimited wifi free of charge as part of our complimentary services.