Lateness Policy
We understand that life happens, which is why we offer a 10-minute grace period for all appointments. If you arrive more than 10 minutes late, it will be at your stylist’s discretion whether there is still enough time to complete your service without impacting the next guest.
If we are unable to accommodate you due to a late arrival, it will be considered a same-day cancellation or same-day reschedule, and the applicable fees will apply as outlined in our cancellation policy.
Same Day Cancellation & Rescheduling
We kindly ask for at least 24 hours’ notice when canceling or rescheduling an appointment. You may notify us by phone or email.
For same-day cancellations or rescheduling, we require that you call us directly — we do not accept last-minute changes via email.
If you need to cancel a Wednesday appointment, you may leave us a voicemail on Tuesday, and our front desk will return your call when we open. This will not be considered a same-day cancellation.
We understand that life happens — illness, emergencies, and unexpected changes are part of life. That’s why we offer one “freebie” for a last-minute cancellation or no-show. After your first occurrence, a valid credit card will be required to book future appointments. (Your card will not be charged at the time of booking.)
This policy helps us respect the time of our team and ensure availability for all clients.
Same day cancellations fee is 50% of the services listed.
No Call / No Show
Clients who miss an appointment without calling or notifying us in advance will be considered a no-call, no-show. After one occurrence, a credit card will be required on file to book any future appointments. No charges will be made at the time of booking, but applicable fees will apply for any future missed appointments per our cancellation policy.
Respecting your time — and ours — helps us serve all guests more efficiently and fairly.
Fee for No call / No Show appointments is 100% of the services listed.
Refusals…
If you do not wish to provide a credit card after your first occurrence of a last-minute cancellation or no-call, no-show, your options for booking are as follows:
- Walk-in only, based on stylist availability
- Same-day or Prebooked appointments, booked over the phone with a 50% deposit.
We understand that not everyone is comfortable keeping a card on file, and these options allow us to continue serving you while respecting the time of our staff and other guests.
Quality Service Guarantee…
All service sales are final. However, your satisfaction is very important to us. If for any reason you are unhappy with your service, please contact us by phone or email within 7 days of your original appointment. We will gladly schedule a return visit and make any necessary adjustments to ensure your hair is exactly the way you want it — at no additional cost.
The only time a fee would apply is if you choose to upgrade your service during the follow-up visit. For example, if you’re receiving a complimentary re-cut and also request a blow-dry finish, you would only be charged for the blowout.
Our goal is for every guest to leave Shear Serenity feeling confident and cared for.
Please note: Complimentary accommodations are only available if all recommended at-home care instructions are followed. This is especially important for services such as keratin treatments, chemical peels, lash applications, and other treatments that require specific aftercare. Failure to follow these instructions may result in disqualification from our satisfaction guarantee.
Retail Returns & Refunds…
All Gift Card sales are final.
Product that are unused and unopened are eligible for return within 30 days of purchase with receipt. There is a 10% restocking fee.
Minor Policy:
For the safety and well-being of all our clients, children under the age of 16 must be accompanied by a guardian during their appointment. The guardian must be present to provide consent for the service or treatment and must be actively involved in the consultation process.
This ensures that both the guardian and the stylist are aligned on the desired outcome, and that any necessary information is properly communicated.