Ending your Hair and Me membership made easy

About Hair and Me

Hair and Me is a UK-based personalised hair care subscription service that creates bespoke shampoo and conditioner formulations tailored to individual hair needs. Founded to address the frustration many people face when trying to find the right hair care products, the service uses a detailed online consultation to assess your hair type, concerns, and goals before creating custom formulations specifically for you.

The company operates on a subscription model, delivering your personalised products directly to your door at regular intervals. Each bottle is made to order with your name on it, containing a unique blend of ingredients selected based on your hair profile. The service has gained popularity among those seeking a more targeted approach to hair care, particularly people with specific concerns like dryness, frizz, thinning hair, or scalp sensitivity.

Most importantly, Hair and Me positions itself as a premium service that eliminates the trial-and-error process of finding suitable hair products. However, as with any subscription service, circumstances change, and you may find that the products no longer suit your needs, your budget has shifted, or you've simply found an alternative solution that works better for you.

Plans, features and pricing

Hair and Me operates on a straightforward subscription model with pricing that reflects its personalised nature. Understanding the cost structure is essential before you commit, and equally important when you're planning to cancel, as it affects your notice period calculations.

Subscription options and costs

The service typically offers monthly delivery subscriptions, with each delivery containing your custom shampoo and conditioner set. Pricing generally sits in the premium range compared to high-street alternatives, reflecting the bespoke formulation process.

Keep in mind that Hair and Me occasionally runs promotional offers for new customers, which means your first order might be significantly cheaper than subsequent deliveries. This is a common practice I've seen across subscription services, and it's something to watch for when calculating whether you're getting value for money.

Key features of the service

The personalisation process begins with an online questionnaire covering your hair type, texture, scalp condition, styling habits, and specific concerns. Based on your responses, Hair and Me formulates products from a range of ingredients including proteins, oils, and botanical extracts. You can adjust your formulation over time if your hair needs change, and the company offers fragrance options to personalise your products further.

Additionally, subscribers receive access to hair care advice and can communicate with the team about their formulation. The bottles are designed to be recyclable, and the company emphasises its commitment to avoiding harmful ingredients like sulphates and parabens.

Common reasons people cancel

After processing countless subscription cancellations, I've noticed several recurring patterns with personalised hair care services. First, the results don't always match expectations—what works for one person's hair chemistry might not work for yours, despite the customisation. Second, the cost adds up quickly when you're paying premium prices every month, especially if you're not using the products as quickly as they arrive.

Other common reasons include finding the formulation doesn't quite address your specific concerns, experiencing scalp sensitivity to certain ingredients, or simply discovering a more affordable alternative that works just as well. Sometimes life circumstances change—budget constraints, moving abroad, or switching to a different hair care philosophy like the curly girl method.

Terms of service and cancellation policy

Understanding the legal framework around your subscription is absolutely critical before you attempt to cancel. This is where many people make costly mistakes that could have been easily avoided.

Contract terms and commitment periods

Hair and Me typically operates on a rolling subscription basis, which means you're not locked into a fixed-term contract. However, this doesn't mean you can cancel immediately without consequences. The key issue is the notice period—most subscription services require advance notice before your next billing date to avoid being charged for another delivery.

From my experience handling these cancellations, the standard notice period is usually around 5-7 days before your next scheduled dispatch date. This is crucial information because if you miss this window, you'll be charged for and receive another delivery, even if you've expressed your intention to cancel.

UK consumer rights and subscriptions

Under UK consumer law, specifically the Consumer Contracts Regulations 2013, you have certain rights when dealing with subscription services. You have a 14-day cooling-off period from when you receive your first order, during which you can cancel for any reason and receive a full refund, even if you've opened the products.

Most importantly, subscription services must make it as easy to cancel as it was to sign up. However, "easy" doesn't always mean "instant"—it means the process must be straightforward and not deliberately obstructive. This is why documenting your cancellation request is so important, which I'll cover in detail shortly.

Refund policies and outstanding payments

Hair and Me's refund policy typically aligns with standard UK consumer protection. If you're within the 14-day cooling-off period, you're entitled to a full refund. Outside this period, refunds are generally not provided for products already dispatched or delivered, as they're made specifically for you.

Keep in mind that if you've received a promotional discount on your first order, the refund might be calculated based on the discounted amount you actually paid, not the full retail price. Additionally, ensure all outstanding payments are settled before cancelling, as unpaid invoices can complicate the process and potentially affect your credit rating if they're sent to collections.

Cancelling by post - the complete guide

After handling thousands of subscription cancellations, I can tell you with absolute certainty that postal cancellation using Recorded Delivery is the most reliable method for protecting yourself legally and financially. Here's why this matters and exactly how to do it properly.

Why postal cancellation is your safest option

Postal cancellation creates an indisputable paper trail that proves exactly when you requested cancellation and what you said. Unlike email, which can end up in spam folders or be claimed as "never received," or online account portals that might have technical issues or unclear confirmation processes, a recorded delivery letter provides legal proof that cannot be disputed.

First, Royal Mail's Tracked and Signed service gives you a signature upon delivery, proving the company received your cancellation request. Second, you have a physical record of exactly what you sent and when. Third, if there's any dispute about charges after your cancellation date, you have concrete evidence that stands up legally. I've seen countless cases where people thought they'd cancelled through other methods, only to find themselves charged for months afterwards with no proof of their cancellation attempt.

Additionally, postal cancellation forces you to be clear and comprehensive in your request. When you write a formal letter, you include all necessary details in one place—your account information, cancellation date, and any relevant reference numbers—which reduces the chance of your request being delayed due to "missing information."

Essential information to include in your letter

Your cancellation letter needs specific information to be processed efficiently. Start with your full name exactly as it appears on your account, followed by your account email address and any customer reference number you've been assigned. Include your delivery address that's registered with Hair and Me, as this helps them locate your account quickly.

Next, state clearly and unambiguously that you wish to cancel your subscription. Use direct language like "I am writing to cancel my Hair and Me subscription with immediate effect" or "Please cancel my subscription and ensure no further deliveries are sent." Specify the date from which you want the cancellation to take effect—I always recommend saying "immediately" or "with effect from receipt of this letter" to avoid confusion.

Most importantly, request written confirmation of your cancellation. This is your safety net. Ask them to confirm the cancellation in writing, stating the effective date and confirming that no further payments will be taken. Include your preferred contact method for this confirmation, whether that's email or post.

Keep in mind you should also mention if you're exercising your 14-day cooling-off period rights and requesting a refund, if applicable. Reference the Consumer Contracts Regulations 2013 if you're within this timeframe, as it adds legal weight to your request.

The correct postal address for cancellations

Sending your cancellation to the wrong address is one of the most common and frustrating mistakes I see. Always verify you're using the company's official registered address for formal correspondence. For Hair and Me, send your cancellation letter to:

• Hair and Me
• Unit 4, Brentford Business Centre
• Commerce Road
• Brentford
• TW8 8LG
• United Kingdom

Double-check this address is current before sending, as companies occasionally relocate. You can verify the address on their website's contact page or on any correspondence you've received from them.

Step-by-step postal cancellation process

First, prepare your cancellation letter with all the essential information I've outlined above. Print it on clean white paper and sign it by hand—a physical signature adds authenticity and makes your letter harder to dismiss. Date the letter with the day you're posting it.

Next, make at least two copies of your signed letter before sending it. Keep one copy for your personal records and store it somewhere safe. If you're particularly cautious (and I recommend you are with financial matters), take a photo of the letter as well and save it digitally.

Then, place your letter in an envelope and address it clearly to the Hair and Me address provided above. Write your return address on the back of the envelope. Take the letter to a Post Office and send it via Royal Mail Tracked and Signed service (formerly known as Recorded Delivery). This typically costs around £2-3 and is worth every penny for the peace of mind.

Additionally, keep your proof of postage receipt in a safe place alongside your copy of the letter. This receipt contains a tracking number that proves you sent the letter and when. You can track the delivery online using this number, and you'll receive confirmation when it's been signed for.

Using Postclic for hassle-free cancellation

If you want to avoid the trip to the Post Office and ensure your cancellation letter is professionally formatted and tracked, Postclic offers a practical solution. This service allows you to create, send, and track your cancellation letter entirely online, which can be particularly useful if you have mobility issues, live far from a Post Office, or simply want to ensure everything is done correctly the first time.

Postclic handles the printing, enveloping, and posting of your letter using tracked delivery, providing you with digital proof of postage and delivery confirmation. The service formats your letter professionally and ensures it includes all necessary elements for a valid cancellation request. Most importantly, you get the same legal protection as posting the letter yourself, but with the added convenience of managing everything digitally.

Keep in mind that while there's a small fee for using Postclic, many people find it worthwhile for the time saved and the assurance that their cancellation is handled properly. The digital tracking and confirmation also make it easier to follow up if needed.

Timeline and what to expect

Royal Mail Tracked and Signed typically delivers next working day, though you should allow up to three working days to be safe. Once Hair and Me receives your letter, they should process your cancellation within a few working days. However, remember that notice period I mentioned earlier—even if they process your cancellation immediately, you might still receive one more delivery if you're within the dispatch window for your next order.

After sending your letter, track it online using your Royal Mail reference number. Once it shows as delivered and signed for, make a note of the delivery date. If you haven't received confirmation from Hair and Me within seven working days of delivery, follow up with them, referencing your tracked delivery confirmation.

Common mistakes to avoid

First, never send a cancellation letter by standard post without tracking. I cannot stress this enough—the few pounds you save are not worth the risk of having no proof if something goes wrong. Second, don't assume email confirmation from the Post Office is sufficient; always keep your physical proof of postage receipt.

Additionally, avoid vague language in your cancellation letter. Don't write "I'm thinking of cancelling" or "I'd like to discuss cancelling"—be direct and definitive. Another common mistake is forgetting to request written confirmation of your cancellation, which leaves you vulnerable if disputes arise later.

Most importantly, don't cancel too close to your next billing date and then assume you won't be charged. Check your account to see when your next payment is due and send your cancellation letter well in advance, ideally at least 10-14 days before your next billing cycle.

Tips from former members

Having spoken with hundreds of people who've cancelled various subscription services, including personalised hair care subscriptions like Hair and Me, I've gathered practical insights that can make your cancellation process smoother and help you avoid common pitfalls.

Before you cancel - considerations worth thinking about

First, check if you can pause your subscription instead of cancelling outright. Some people find that they simply need a break because products are accumulating faster than they're using them. A pause might be more suitable if you're still happy with the products but need to work through your current stock.

Next, review whether you can adjust your delivery frequency. If cost is the issue but you like the products, switching to less frequent deliveries might solve the problem without requiring full cancellation. Additionally, calculate whether you're actually saving money by cancelling—if you've been buying expensive salon products to replace your Hair and Me subscription, you might not be better off financially.

Keep in mind that some people cancel prematurely before giving the products enough time to work. Hair care products typically need at least 4-6 weeks of consistent use before you can properly assess their effectiveness, as your hair needs time to adjust to new formulations.

Timing your cancellation strategically

The optimal time to cancel is immediately after receiving a delivery, giving you maximum time before the next billing cycle. This ensures you're not cutting it close to dispatch dates and risking an unwanted delivery. Check your account or email confirmations to identify exactly when your next order is scheduled to be prepared and dispatched.

Most importantly, if you're planning to cancel, do it at least two weeks before your next expected delivery date. This buffer protects you from timing miscalculations and gives the company adequate processing time. Remember that weekends and bank holidays don't count as working days, so factor these into your calculations.

Protecting yourself financially

Before cancelling, screenshot or download copies of all your account information, including your subscription details, payment history, and any correspondence with the company. This documentation can be invaluable if disputes arise later. Additionally, make a note of your cancellation date in your calendar and set a reminder to check your bank statement after what would have been your next billing date.

If you paid by direct debit, be aware that cancelling your subscription should stop payments automatically, but monitor your bank account carefully for the next two billing cycles. If you're charged after your cancellation should have taken effect, contact your bank immediately to dispute the payment, providing your proof of cancellation.

Keep in mind that if you cancel your direct debit before properly cancelling your subscription, you could end up with unpaid invoices that might be sent to debt collection. Always cancel the subscription first, then wait for confirmation before cancelling any payment methods.

What to do if things go wrong

If you continue to be charged after your cancellation should have taken effect, first contact Hair and Me directly with your proof of cancellation (your tracked delivery confirmation). Give them a reasonable opportunity to resolve the issue—usually 7-10 working days. If they don't respond or refuse to refund incorrect charges, you can escalate to your bank or card provider to dispute the transaction.

Additionally, if you're not receiving confirmation of your cancellation despite your tracked letter being delivered, send a follow-up letter, again by tracked delivery, referencing your first letter and its delivery date. In your follow-up, state that you consider your subscription cancelled from the date of your original letter and that you will dispute any subsequent charges.

Most importantly, if you encounter serious problems, you can report the company to Citizens Advice Consumer Service or Trading Standards. For payment disputes, your bank's chargeback scheme can help recover money taken after you cancelled, provided you have proper documentation.

After cancellation - final steps

Once your cancellation is confirmed, remove any saved payment details from your Hair and Me account if you're able to access it. This adds an extra layer of protection against accidental future charges. Additionally, unsubscribe from marketing emails to avoid tempting promotional offers that might make you second-guess your decision.

Keep all your cancellation documentation for at least 12 months after your final expected payment date. This might seem excessive, but I've seen cases where charges appeared months after people thought everything was resolved. Having immediate access to your proof of cancellation makes resolving such issues much quicker.

Finally, if you cancelled because the products didn't work for you rather than for financial reasons, give your hair a few weeks to adjust before trying new products. Your hair might go through a transition period, and what seems like a problem caused by Hair and Me might actually just be your hair adjusting to change. This isn't a reason to resubscribe immediately—just something to be aware of when evaluating new products.