Salon Policies

Every colour and extension appointment is reserved with a credit card on file. We will not charge that card unless a cancellation, no-show, or late policy below comes into play. It simply holds your time, and with custom colour that time is often several hours built around you.

We ask for at least 48 hours notice to cancel or reschedule. Without that notice, a charge equal to 50% of your scheduled service applies, since that time can rarely be refilled on short notice. We know life happens. Unforeseen circumstances are considered case by case, so reach out as early as you can and we will always do our best.

A missed appointment without notice is charged the full amount of the scheduled service. This keeps our schedule moving and our artists' days fair, so we can stay available to every guest who wants a seat.

Please plan to arrive about 10 minutes early to settle in, find parking, and get checked in. We hold a 15 minute grace period. Beyond that, we may need to shorten your service to protect the guest booked after you, and a late fee of $15 applies once you pass 15 minutes. If the delay is significant, we may need to reschedule to avoid running late for everyone after you.

Custom colour and extension work is made for you and no one else, so like any bespoke craft, our services are final sale. We do not offer refunds. What we offer instead runs deeper: an artist who does not consider the work finished until it is right, and an adjustment period built in to make sure it gets there. If something is not sitting the way you hoped, we would always rather refine it than refund it.

We stand behind every result that leaves our chairs. If your colour is not sitting quite right, let us know within 7 days of your appointment and we will fine-tune it. An adjustment perfects the plan we agreed on together: a tone softened, a blend eased, a detail dialed in. A change of direction, a new colour, a different vision, is a fresh service rather than an adjustment. Reach out, tell us what feels off, and we will get you back in the chair.

For sanitary and health reasons, all hair extensions are final sale once they have been ordered, opened, or installed. Extension hair is a personal, hygienic product custom-matched to you, and it cannot be returned, resold, or exchanged after it leaves our hands. Your custom colour match is confirmed with you before any hair is ordered, so you know exactly what is coming.

Our studio is designed to be a calm, focused space for the one guest in the chair. To protect that experience for everyone, we ask that you come to your appointment on your own. Extra guests are difficult to accommodate in our space, and we appreciate your understanding.