FAQs.

EXTRA, EXTRA ... We Care About It!

We get it. No one wants to read about a bunch of policies when they are about to get beautified. But it’s a necessary part of running a business that serves an awesome group of guests, like you. But here we are… As much as we love your support, we have to cover a couple of things to make sure this is a long term relationship that is respectful now and into the future and not just be a one night stand.

Cancellation Policy

We REQUIRE a minimum 48 HRS NOTICE to cancel OR make any changes to your appointment.

If you cannot give us the appropriate notice, you will forfeit the deposit for that reservation time. Your initial deposit will not be used for future appointments.

(please note when you make a reservation at our salon you also agree to paying the said cancellation fees below)

  • Haircuts =       $25

  • Blowouts / Styling =       $25

  • ALL Colour Services =       $100

  • Extensions = $100

Read to Understand Why We Charge Cancellation Fees?

Our service providers have reserved time from their working day specifically for YOU and when you call to cancel or change your mind on a reservation on short notice we can’t always fill that space with another guest.

Of course we understand things come up and people get sick so they need to cancel, but our service providers go UNPAID if you’re not in their chair. So we can’t have that, now can we?

Trust me we know… nobody wins. You don’t want to pay the fee and we don’t want to have to charge you. Now that you know the rules we know you aren’t going to leave us hangin’ … but just in case if you’re not comfortable with this, no problem, perhaps a same day booking is the best choice for you if you can't adhere to our cancellation policy.

No-Shows & Last Minute Cancellations

Will not rebook any guests services with without them paying 100% of their missed service(s) PRIOR to rebooking. They will also be required to pay a deposit moving forward.

Late Arrivals

We understand things happen, however, late arrivals of 15min or more will not be guaranteed to receive the the full service or be asked to reschedule. If this is the case you will still be charged for all originally reserved services.

 

Changing Your Services

If you fail to inform us 48 hours in advance of changes you want to make to your reservation or if when you arrive the day of your appointment, you decide you do not want one of the services you are scheduled for you will still be charged for the full time that you reserved because it is the same as not showing up for an appointment.

Returns & Exchanges

PRODUCTS - We want to ensure you are happy with your purchase. If you are not getting the results you were hoping for with the product that you are using we will happily exchange if for you for another one that suits your needs better within 7 days of purchase provided it is only lightly used. Exchange only. No refunds will be given.

SERVICES - We want all of our guests to be happy with their hair! It doesn’t happen often but if you have received a service from us and are not satisfied, please contact us within 7 days to go over your options. This will be assessed on a case by case basis. Please note we do not offer refunds on services rendered. All adjustment services need to be completed by the original stylist in which you visited, requesting another stylist will result in additional fees. No requests for complimentary adjustments will be given after 7 days of the original service.

ALL tools, boutique items, makeup and skin care are FINAL SALE. No exceptions.

Salon Policy

Not all services will be considered for a complimentary adjustment and will be determined by the following criteria:

  • Colour services will only be guaranteed if you invest in and take home recommended products directly from our salon on the day your service is preformed. If you do not invest in products recommended specifically for you from our salon we will not preform any redo services complimentary.

  • When previous box colour is present in the hair it can have inconsistent results, therefore the outcome can not be guaranteed which would not be considered a complimentary adjustment service.

  • Complex, big colour shifts or corrective colour services will likely require multiple visits to achieve the desired look which would not be considered a complimentary adjustment service.

  • If you or someone else has made any changes to your hair we will not preform complimentary adjustments for you.

 

New Guests

Welcome to your new favourite salon! We look forward to meeting you.

All New Guests to our studio will be required to pay a $100 deposit prior to making a reservation with us for the following services

  • ALL Colour Services

  • Extension Services

The deposit will be put towards your balance on completion of your visit. If you can not give us the 48 hours notice mentioned in our cancellation policy to change or cancel your reservation you will not be refunded the deposit for the appointment.

With 48 hours notice, deposit is transferred to next appointment.

New guests MUST ARRIVE 15 MINUTES EARLY for their first visit.

Wedding Parties

All Wedding Parties will be required to pay a $50 deposit per person prior to making a reservation with us.

All wedding parties MUST provide 7 DAYS NOTICE to cancel any bookings. The deposit will be put towards your balance on completion of your visit. If you can not give us 7 days notice mentioned to change or cancel your reservation you will not be refunded the deposit for that reservation time. Your initial deposit will not be used for future appointments.

Hours

Sunday: Closed

Monday: Closed

Tuesday: 9am - 9pm

Wednesday: 9am - 9pm

Thursday: 9am - 9pm

Friday: 9am - 5pm

Saturday: 9am - 4pm

(Closed on Statutory Holidays)

(Hours subject to change without notice) 

Consultations

Consultations are complimentary.

 

Confirmations

We offer you convenient confirmations and reminders about your upcoming appointment. However, this is just a courtesy. Sometimes technology fails us so IT IS YOUR RESPONSIBILITY TO REMEMBER YOUR APPOINTMENT.

 

The Littles

We love the babies. We love them when they are fat and juicy and we love them when they toddle. We especially love them when they grow up because they are going to go to prom, get married and become future clients along the way (we have a lot of those!).

But here’s the deal. Urban Texture Hair Studio is limited on space and seating that doesn’t serve strollers, car seats, or kiddos on their iPads in the waiting area very well. And when they toddle, we worry. There are chemicals and hot instruments and traffic throughout the space (have you seen our team hustle?).

Not to mention, for many of our guests this is the only pampering time they have without kids all month. So even if you have the best behaved kids, who can entertain themselves by the hour on an iPad, or who sleep soundly in their stroller or car seat, it might (we don’t want to say it) be better to leave the wee ones at home. Or with Grandma. Or with your best friend who wants to do tradesies with you so she can get her hair done too.

Urban Texture Hair Studio is not a child-friendly environment unless, of course, they are in the chair like any adult getting their hair done.

But let us say it again so we don’t get in trouble from our moms, we do love the littles!