Policies
Cancellation Policy
We strive to provide our guests with the highest quality service and therefore must protect the time of our service providers and respect other guests’ scheduled appointment times. Our cancellation policy is as follows:
- CREDIT CARDS: All services are by appointment only, and reserved by a credit card. If you are a current guest and do not have a credit card on file, you will need to add a credit card in order to book any future appointments at Define.
- 24 HOURS: We kindly ask for a 24-hour cancellation notice for all salon services. Anything after 24 hours is harder for the service provider to book and cancelled same day would entail a cancellation fee that will be charged to the card on file.
- SAME DAY CANCELLATIONS:
- 1ST SAME DAY CANCELLATION will be subjected to pay 25% of the service cost
- 2ND SAME DAY CANCELLATION will be subjected to pay 50% of the service cost
- 3 OR MORE SAME DAY CANCELLATIONS will be subjected to pay 100% of the service cost
- EXTENSION / TEXTURE CANCELLATIONS must be before the 72 hour window. Anything after that you will lose your deposit and will be charged 50% fee of the anticipated service amount at your service provider’s level.
- Same day is from midnight until scheduled appointment time. Guests who cancel the same day of the service will have a notation made in their file and receive an email outlining Define Hair & Skin’s cancellation policy, and will be subject to required deposits on future appointments. We understand emergencies happen, so in these rare cases cancellation charge waivers will be reviewed and decided upon by management. In cases of inclement weather where school systems close early or roads are deemed unsafe for driving, we will waive the same day cancellation fee.
- NO SHOWS: If you no show for your appointment, without contacting the salon, you will be automatically charged 100% fee of the anticipated service amount at your service provider’s level and will be required to make a deposit of 50% of the service amount for your next appointment reservation.
- DEPOSITS: Any guest who cancels the same day more than 2 times will be required to put a minimum of a 50% NON-REFUNDABLE deposit for every future appointment.
- RIGHT TO SERVICE: Service providers reserve the right to refuse service for guests with excessive or subsequent last-minute cancellations or no shows.
Late Arrivals
At Define, your time & preferences are our top priority. Being on time is greatly appreciated to ensure a consistent and quality service, as well as a courtesy to other Define guests who come after you. Please note late arrivals may be subject to a shortening of service offerings or a rescheduling of your appointment.
Define Kids
We happily welcome children to our Define experience for any service. Please note all children 18 and under receiving services must have a parent or guardian present at the time of service. To ensure the highest level of attentiveness between our guests & artists, and as a consideration to other guests, we do recommend that children visit only when receiving services. We understand snow days and life can happen, so in the event your child must accompany you, be mindful that the salon environment contains sharp objects, hot tools, and chemicals potentially dangerous to unattended children and some color appointments can take an average of 3 or more hours per visit. Children are not allowed on the styling floor due to safety precautions (including infants in car seats & carriers) and are welcome to wait independently in our lounge area space permitting. We thank you in advance for helping us keep your child’s safety a priority.
Guarantee of Service
If you are not satisfied with the quality of any service please notify us within 1 week and we will consult with you to determine how we may adjust your service accordingly. No refunds or credit for services will be given, but our artists’ top priority is 100% happy, defined guests and to ensure your satisfaction with your service results.
Gratuity
Gratuity is not included in any services, packages, or gift cards. As always, gratuities are discretionary and always appreciated. If you choose to leave cash for gratuities, we do provide change as well as envelopes. We do not offer cash back on charge cards.
Retail Product Returns & Exchanges
We understand not every product recommendation will make it to your top 10 list. We accept any unopened, un-used products within 14 days of purchase for a full refund in the original form of payment. Any open products can be exchanged for salon credit within 30 days. Unless defective, all used brushes, combs, or hard tools may not be returned. All accessories are FINAL SALE and are non-refundable.
Confidentiality/Privacy Policy
We know privacy is equally as important to you as it is to us. DieM Beauty Group will not share or sell guest information to any outside party, and collection of personal information is for client profile services only. Online bookings are through a secure site and credit card information is never stored or visible in client profile. Personal data collected is for information notification such as email and text confirmations, generic feedback purposes, and for general statistical analysis of use of the site and user improvements.
Accepted Forms of Payments
Visa, Mastercard, Discover, American Express, Apple & Google pay, and cash. We do not accept personal checks or money orders.
Clothing Protection
Wearing your favorite shirt or dress? Hang it up! We provide and capes and towels to cover your clothing. However, even with protection, there’s always a risk of color traveling. DieM Beauty Group will not be held liable for any staining or damages to clothing.
Guarantee of Service
If you are not satisfied with the quality of any service please notify us within 1 week and we will consult with you to determine how we may adjust your service accordingly. No refunds or credit for services will be given, but our artists’ top priority is 100% happy, defined guests and to ensure your satisfaction with your service results.
