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Cancellation Policy FAQs

Q. Why are you creating a cancellation policy?                        

A. Service based industries have been experiencing an increase in last minute cancellations and no-shows across the nation. A missed appointment/reservation is a missed opportunity and this sharp increase has forced many to enact a policy in hopes to recoup some of the losses. Not only do last minute cancellations and no-shows dramatically affect the business, but they also affect the income of your favorite service providers. It’s very seldom that those spots can be filled so the stylist/nail technician/esthetician/massage therapist lose income for that day. Our client base is also affected because appointments aren’t available when they try to make a reservation so they have to book at a later date/time that may not be as convenient for them.


Q. How can I avoid charges?

A. Charges can be avoided by providing us with a (minimum of) 24-hour notice when cancelling, rescheduling, or modifying your appointment. Failing to provide us with ample notice will result in a 50% charge of the services to be received that day.


Q. Will I be charged in the event of an emergency?

A. We understand emergencies happen and circumstances beyond our control can hinder our ability to make it to our appointments. We care about your health and wellbeing and just request that you give us as much notice as possible when needing to reschedule/cancel/modify your appointment. Inclement weather, family emergencies, illness, or death are all acceptable reasons for needing to make changes to your reservation.


Q. Will I be charged if I didn’t receive a text reminder/phone confirmation for my appointment?

A. Yes. Confirmations are a courtesy that our salon provides for our guests and the text confirmations are automated through our software booking system. The staff at Hair Innovations and Day Spa do not send those texts and won’t know when they go out or if they’re not received. We strongly recommend saving your own reminder in your phone or on your calendar to prevent this from happening. We will not receive any messages sent to the automated text system so please call us if you need to make any changes to your reservation so you’re not penalized for it. You can also opt into receiving a phone confirmation if you’re concerned about not receiving the text reminders, just be sure to check your messages/call history because policies are in place to know who received a call, voicemail, or who we were unable to reach. Failed attempts to contact you are not our responsibility so please keep us up to date on current phone numbers and make sure your voicemail is set up/able to receive messages.


Q. Is it safe to have my card on file?

A. Our credit card processor is fully integrated with our salon booking software and is 100% PCI compliant. This means all of the security standards to protect your information are met and the only people who can see your card information once it’s stored are the processors themselves.


Q. Are there benefits to having my card on file?

A. Once your card is safely stored to your client profile, it can be used to schedule appointments with select stylists on our online booking platform. It will also come in handy if/when you forget your card at home, forget to send it with your family member to their appointment, need a refund for a product you purchased, or need to be charged at a later time due to power outage, lost Wi-Fi signal, etc. No more having to say your card number over the phone, text vital information to complete a purchase, or have it written down for later purchases!


Q. How can I opt out of storing my card on file?

A. If you’re uncomfortable with the thought of having your card on file, a 50% deposit can be made to secure your future reservation, although we would prefer you have the ability to access those funds prior to your reservation if needed. The deposit is refundable up to 24 hours before your appointment. After that it will be non-refundable and will be lost in the event you miss your appointment or fail to provide us with ample notice. Another deposit will need to be made in order to book again.

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