Terms and Conditions

Appointment Times

• Please DO NOT book when you’re in a time crunch. This will put more pressure on everybody and that’s when mistakes happen. We HIGHLY recommend you only book when you are not pressed for time. Due to circumstances usually outside of our control, your stylist might run behind with another client. We will ALWAYS do our best to ensure that that doesn’t happen and that you are taken care of. We also want you to relax and enjoy the experience. Afterall, when it’s your turn, it’s all about you!

• Clients who arrive 15 minutes past their appointment time may not receive any complimentary services (blowout, wash, etc). Arriving 30 minutes or later after appointment time forfeits services and is considered a No Call/No Show (more on that below).

• Bookings made online may need to be slightly amended to fit in with salon time slots and stylists commitments. Please ensure that we have a current contact phone number for you (preferably a mobile) incase we need to contact you.

• We may contact you to discuss any alterations to your appointment if needed via phone call, text, or email.

• Due to a rise in scammers going after small businesses, it is important that all new clients agree to Serenity Salon and Co’s terms and conditions before receiving services. 

• Unfortunately, some people request a service from service providers in bad faith. They have no intention of being happy, no matter how well a job is done so after receiving their services, they say they aren’t happy and instead of requesting a fix or ‘redo’, they simply ask for their money back. They will also bully businesses and threaten them to leave bad reviews or threaten to call news stations (among other things) if they don’t get their way so in the honor of transparency, there are no refunds given once services are completed. If this scares you, we apologize but do suggest you look elsewhere.

• We absolutely stand by our work and aim to have a long and lasting business relationship with EVERY client. Every one of our stylists go through extensive training and ongoing education to make sure we deliver the best results for you. Unfortunately mistakes happen or there is miscommunication.

• We will always strive to deliver you a 5 star experience every time you visit us. If we fall short and you are not completely satisfied, we suggest you contact us (if in good faith) within 3 days after your appointment and we will try to get you in within the next 7 days to make it right (excludes styling services). Due to various factors outside of our control, we cannot guarantee satisfaction if certain measures aren’t followed. Clients failing to follow any of the details listed below will forfeit our satisfaction guarantee and so the purpose of this form is to ensure that expectations are set right from the beginning AND to maximize your results.

• Redo appointments are only to redo the original paid services. Clients who want a different kind of service must pay for the different service.

• We will do everything we can to make you look and feel your best when you leave Serenity. With that in mind, there are no redos on complimentary services (styling, wash, and/or 5 minute head massages for example) that come with main services.

Pricing

• Prices and service descriptions are intended as guides only. You will be charged for the services you receive, which may differ from the services that you booked.

• When paying a deposit for service(s), you are paying for half of the starting price of what you have selected. Keep in mind that your inspiration photos that you show to your stylist may not match the services you selected.

• Prices are often starting points. Styling long hair that goes beyond the shoulder blades will have an extra charge due to longer servicing times. This may also apply to extra thick, tangled, and/or curly hair. For color clients, extra product may be needed for longer hair, resulting in additional product charges. Your stylist will cover any possible additional charges before performing services.

Color Services

• Color doesn’t lie! Please be honest about your hair color history when discussing with your hairstylist. Giving us false or inaccurate information can lead to undesired results at no fault of your hairstylist.

• If you are booking for color, you will need a skin or stand test before receiving services (unless you haven’t colored your hair before). Tests are available without an appointment and are free, although there is no guarantee on wait time. Consider booking a consultation a few days before to avoid wait times. Failure to have a skin or strand test may result in us being unable to carry out your service(s).

• Consultations are strongly recommended for color corrections and transformations. If you don’t book a consultation or get a test strand with Serenity and coloring services can’t be performed due to your hair’s color history, deposits paid on account will not be refunded (since extended time was blocked off) but may stay on account for future services.

• We suggest that you do not wear baggy clothes to your appointment. This can make it difficult to cut/color around and makes it easier to get color on them.

Blowouts/Updos/Other Styling Services

• Not everybody’s hair can do what their inspiration photos show. We will always recommend a consultation if you’re new to the salon or to a stylist. If you can’t or are unwilling to do a consultation ahead of time, then you can call the salon before your appointment and they can give you a phone number to send your inspiration photo along with a photo of your hair now.

• Without taking these proper steps, there is a chance that your stylist may look at your hair at the start of your appointment and inform you that we can’t do what you’re looking for and why (so if you have an important event that this is for, we strongly suggest taking the appropriate steps mentioned above). When this scenario happens for styling services, deposits (if any) will be refunded. No other compensation will be given.

• For styling services, please let us know if you’re not loving it before leaving the salon on your appointment day and we will be more than happy to make it right (if time permits).

• Please come in with inspiration photos so your hairstylist has an idea of what you’re looking for. Without these photos, the hairstylist is left to make an educated guess based on what you’re describing however the description given may not be clear or it may be misinterpreted. Visual aides will help bridge that gap. You can also call in and our Front Desk staff can give you a phone number where you can send your pictures in ahead of time.

• Please come in with Clean, Dry, and Detangled hair. Dirty hair creates a barrier that may not allow color to break through which can cause undesired results. In other words, if your hair is dirty and wet, color won’t hold properly. Dry and detangled hair ensures that your hairstylist doesn’t have to take the extra time to dry or detangled it themselves. If you come in with wet and/or tangled hair, you may not receive complimentary services (such as wash, blowdry style, etc) if time doesn’t allow or there may be additional charges.

• We do offer a Pre-Treatment to properly get your hair cleaned and ready for coloring services. This is recommended 24-48 hours before your appointment.

• Serenity Salon and Co. promises to educate and recommend to you Home Care products based on the services that you are treated for. When you color your hair, you’re stripping away moisture, keratin, and proteins. Using cheap or untested products can further the damage done to your hair while also washing out your new color. The right products will help repair the damage and help keep that color, look, and feel that you were after for much longer.

• Home Care products must be purchased at Serenity to guarantee our hair services and/or treatments since it is possible that products are tampered with, watered down, or are expired when sold outside Serenity. We cannot guarantee the results and your satisfaction when mixing our products with products purchased outside of Serenity as doing so may yield undesirable results.

Cancel/Reschedule Policy

• Your appointments are very important to the Serenity family as each appointment is reserved specifically for you. At Serenity, we understand that circumstances may change, therefore we respectfully request that you call us for any cancellation or rescheduling requests 48 hours before your appointment time.

48 hour cancellation policy and the reason behind it.

• When a client cancels/reschedules their appointment before 48 hours of their appointment time or forgets to do so and doesn’t show up, we miss the opportunity to fill that time and others miss the opportunity to receive our services. As a courtesy, an automated text or email confirmation is sent a week before every appointment as a reminder. Within a day or two of each appointment, our staff will also call and/or text or email the phone number or email that we have on file as a secondary reminder. Please ensure that we have your correct phone number and email on file so we can contact you (mobile phone preferred).

• Serenity has a 48 hour cancellation/rescheduling policy. If canceling/rescheduling before 48 hours of appointment, paid deposits will stay on account as credit used towards future services or clients may request to receive a full refund (No refund of any kind beyond 45 days). Canceling/Rescheduling within 48 hours of appointment will result in half of booked services being charged since it may be too late to fill that time slot. No refunds. If an emergency comes up, please let us know as soon as possible. No Call/No Show appointments will be charged in full with card on file for all scheduled services as early as 30 minutes after appointment time. No Call/No Show appointments are when clients don’t show up for their appointment and don’t call us to cancel or reschedule before appointment time. No refunds.

• It is every client’s responsibility to come into the salon, lice-free. If you come in with lice, we will not be able to provide you service in order to help protect the staff and other guests. Since time was still reserved, we will not refund deposits. However deposits will stay on your account for up to 30 days where they can still be used when you come back for service with us (but you must come back lice free. No exceptions). If we do not hear from you by 30 days, these deposits will be lost.

• We offer a 7 day exchange on all products if unhappy for any reason. If we can’t find a product that better fits your desired needs, we can give credit towards a Serenity gift card. No returns on product. All sales are final on Hair Extensions.

We know this is a lot but we want to set all expectations up front to ensure that your appointment goes as planned, to avoid potential scammers, and for you to get the most out of your experience with us. We hope to form a long and lasting relationship with you and are excited to see you!