Policies
Booking, deposit and cancellation policy
This is Metromen's current operating policy, published pending final legal review.
Booking requests
Online bookings are requests and remain pending until reception confirms the appointment. Payment is optional. Reception verifies actual receipt or redemption separately; a payment report or screenshot does not confirm an appointment.
Advance payment (Abel pilot)
For now, advance payment is offered only for bookings solely with Abel. You may optionally pay a 50% deposit or the full amount (100%) by FNB eWallet, Absa CashSend or Stanbic Instant Money to 76020571, then submit the payment report. Reception checks the money was actually received before it counts. Bookings with other specialists need no advance payment and are confirmed by reception. No WhatsApp proof is required. Pay2Cell and online checkout are unavailable. Consultation and from-priced services need an agreed quote first. Never share a bank PIN, OTP, password or withdrawal code.
Metromen credit (encouraged, never required)
Signed-in clients can top up Metromen credit once in My Metromen. After reception verifies the top-up, you can pay Abel bookings from your credit without another bank transfer; reception still confirms the appointment itself. A payment report alone never adds credit.
Cancellation schedule (bookings made from October 2026)
You accept this schedule when booking, and the terms and booked prices are saved with your booking. Haircuts: free 1 hour or more before the start; 25% under 1 hour; 50% at or after the start. Long colour, relaxer and Hair Botox services, and combined bookings containing them: free 4 hours or more before; 10% from 3 to 4 hours; 20% from 2 to 3 hours; 30% from 1 to 2 hours; 40% under 1 hour; 50% at or after the start. Fees are a percentage of the booked service price, never more than 50%, and are kept only from money already paid — nothing is charged automatically. Telling us you are running late is not a cancellation.
Cancelling
Signed-in clients can cancel their own booking in My Metromen; the time you submit is recorded by our system and the exact fee is shown first. You choose whether any remaining paid amount is kept as Metromen credit or reviewed by management for a refund. Reception can also record a cancellation you made by phone or message, using the time you actually contacted us. To move a booking, contact reception; a late move is handled under the same schedule. Managers may reduce or waive a fee; reception cannot add or increase one.
Missed appointments
A no-show (50%) is recorded by staff only when you are absent with no contact 30 minutes after the start time — never automatically by the clock.
Earlier bookings and other services
Bookings made before this schedule, and services not yet on it, keep the earlier rules: contact us before the appointment and reception approves credit or a voucher; if there is no contact within one hour after the start, a deposit may be forfeited after staff review.
Full prepayments
A full prepayment is never wholly forfeited. At most 50% of the booked service price can be kept; management reviews any refund.
Records
Reception or management records every cancellation, no-show and deposit decision in your appointment history so the outcome is traceable.
Refunds
Cash refunds are not promised. Any refund requires management approval; otherwise deposits are handled as credit or a voucher as described above.
Questions: +267 3117799 · WhatsApp +267 76020571