Hair Service Policies & Procedures

N15 GUARANTEE

We are proud to guarantee the quality of our work. If you have any concerns with the service you received such as retention issues, let us know within 7 days and we will do our best to address any concerns

APPOINTMENT CONFIRMATIONS

We require our customers to confirm their appointment.
Our booking system will send confirmation requests (email and text) 72 hours before your appointment time.
If you do not confirm your appointment 24 hours before your appointment time, we may cancel your appointment after attempting to contact you by phone or email

CANCELLATIONS

We require 24 hours' notice if you have to cancel an appointment
For all Balayage, Bleaching or Highlighting appointments, we require 48 hours' notice.
There is No-fee for 1st Same-day cancellation (or cancellation within 48h for balayage/bleach service)
However from 2nd time, you may be charged a late cancellation fee as follows: Men's cut $20 / Women's cut $30 / Everything else $50
We accept cancellations by phone call or email or in person

LATE POLICIES

ARRIVING LATE FOR APPOINTMENT

If you are more than 10 minutes late, we may have to alter your service to fit the remaining time available.
If you are at least 15 minutes late and haven’t heard from you, your appointment will be treated as a NO SHOW and fees may apply

CHANGE OF SERVICE

If time permits, your service can be changed to one that is longer than your original service booked

NO SHOW POLICIES

Please be courteous and notify us if you cannot make your appointment
1st No Show – Free pass as we realize this sometimes happens
No Show Thereafter – 50% of the appointment value missed and full payment will be required for future services at time of booking

PAYMENTS

REFUNDS

We do not offer refunds on services. We do however, offer a N15 Guarantee on all of our services
If you are unhappy with your service, please contact us within 7 days and we will try our best to remedy the situation.
In case a correction appointment needs to occur, it would have to be within 21 days from your original appointment and thereafter we may have to charge additional fees
Alternatively, we may offer a voucher for another service at any of our N15 Stores

All of our products that are sold at the salon are final sale. We do not offer refunds or exchange