Cancellation/No-Show Policy

We know your time is valuable, and ours is too. Out of respect for our staff and our other clients, we ask that you give us at least 24 hours' notice if you need to cancel an appointment. We understand that sometimes adjustments are necessary and emergencies do happen. Please understand that clients on our waiting list miss the opportunity to receive services if we can’t give them enough notice to fill that appointment time. If you must cancel your appointment time, then by giving our staff the maximum notice possible prior to your appointment cancellation, you also help clients on our waiting list receive the services they’ve been waiting for. Appointment times are limited and our stylists are commission-only, so please help us respect their time by giving us enough time to fill the spot. Protocol for cancellations/changes with less than 24 hours' notice: We will document your first two cancellations/changes that you give less than 24 hours on and kindly remind you of our policy. On the second one, we will ask for a credit card to save in our system to hold all future appointments made for you. It will only be used if you don't give 24 hours' notice to change or cancel the appointment, which will be a 50% charge of whatever was on the books.

Protocol for no-shows: After your first no-show, the computer flags your account and we will ask for a credit to save in our system that will hold all future appointments made for you. It will only be used if you don't give 24 hours' notice to change or cancel the appointment, which will be a 60% charge of whatever was on the books. We deeply understand that accidents and emergencies can happen and will show grace in this case, as we would expect the same from you if your stylist has an emergency as well.

 

Group bookings 2 or more appointments

Group bookings are treated differently and require a credit card to hold the time block, and will only be charged if you do not give us 72 hours notice to change or cancel the appointments. (50%) The expected time for a group booking is 3+ hours. 

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Confirmations

We provide email and text confirmations five days before your appointment and call two days before and the day before your appointment. To respect our stylists’ schedules, we ask that you please either text confirm back to us OR answer our phone call to confirm you are keeping your appointment. If we cannot reach you to confirm you will be there for your appointment, your appointment will be given to someone on the waitlist the night before your appointment.

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Lateness Policy

If you are running late, please call to let us know. If a client is 15 or more minutes late for their appointment, the designer may not be able to perform the service/s scheduled to avoid penalizing their next client. If lateness becomes a habit that we have to add time for, a late charge of $15 will be added to the appointment.

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Weather Policy

Please follow the main Onyx Hair Studio Facebook page at www.facebook.com/onyxhairstudio AND your personal stylists’ page for weather-related delayed openings/closures. You can also directly message your stylist on their page. Their Facebook links are listed on their bios and also a pinned post on the main Onyx Facebook page.

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Product Return Policy

We stand behind what we sell and recommend. Clients have up to 7 days to return/exchange purchased items. All sales are final on makeup, skincare, brushes, clearance items, and hair appliances. However, most all hair appliances have a manufacturer warranty.

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Service Re-Do Policy

At Onyx, our ultimate goal is for you to be completely satisfied. In the consultation, we clearly establish the goal with the client before performing the services required. It’s important to acknowledge that not all hair goals are achievable in one visit. We try to be as transparent as possible about how many visits it may take. In the event the client does not receive what was discussed in the consultation, the client has up to 7 days to call and request a redo. We prefer that you give the original stylist the opportunity. We also understand that sometimes people change their minds on what they thought they wanted. If the hair goal changes, that's okay! We are happy to accommodate the new goal at a regular price as quickly as we can. In the event the client did indeed receive what was discussed in the consultation but wants adjustments then standard charges will apply.

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No Check Policy

We gladly accept cash and all debit/credit cards.

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Children Policy

We are more than happy to accommodate well-behaved children who will not interfere with the experience of our other clients who are in the salon. Children MUST be attended to at all times. Guardians will be held responsible for the cost of any and all damage accidents from their children.

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Onyx Property Damage

Clients will be held responsible for the costs of damages to accidents of any Onyx property.

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