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Our

policies

TERMS OF SERVICE

Making a reservation

A valid credit card is required at the time of reservation. Appointments are reservations–we hold time on our stylist books just for you. You may call the salon or visit us at willosalons.com to make a reservation.

Appointments for services of 3 hours or more (such as extensions, smoothing treatments color corrections etc) require a 50% deposit. This deposit is non-refundable if the appointment is missed or is cancelled with less than 24-hours notice. Bridal and special occasion appointments also require a deposit. For bridal party information, email us at [email protected]

***For frequent no show or short notice cancellations, we will ask that we have your appointments guaranteed with a credit card.

Tardiness & Reschedules

Arriving 15 minutes or more beyond your reserved appointment time may result in your stylist not being able to complete your service in the time remaining. The stylist will do their best to complete part of your service, dependent on time remaining.

Reschedules or shortened appointments due to a late arrival will be charged in full for the service that was scheduled, as we were not able to take another guest during that time.

If your schedule is constantly changing, we would suggest calling for a same-day appointment.

Cancellations

If running a little late, please understand that every effort will be made to still deliver the service. However, appointments may have to be rescheduled. We request at least a 24-hour notice in the event of a cancellation, as we may be able to accommodate another guest.

If you reschedule or cancel with less than 24 hours’ notice, please know that up to 100% of the service you reserved will be charged to your credit card on file. No-shows will be charged 100% of the full-service fee.

SERVICE OR PURCHASE SATISFACTION

We deeply care about our guests and want you to be happy. Because of our thorough consultation process, there are no refunds of services for any reason. Upon checkout, we do highly recommend pre-booking your next appointment to ensure a convenient time.

Service concerns must be communicated within 48 hours from appointment. Any concerns communicated outside of that window will be remedied at the expense of the client. All adjustments must occur within 7 days or will be considered another visit that will be charged accordingly.

Your adjustment service appointment will be scheduled with the same stylist who performed the service originally.

We will gladly exchange Aveda product that was purchased in our salon for another product, though promotional pricing will not be extended.

Please email our General Manager, Chelsea Pellow, at [email protected] with any questions. Return or exchanges of items for store credit or exchange with a sales receipt within 30 days from Willo with the exception of hair tools, hair bows and sale items.

Gift Cards have no cash value and are not returnable nor can they be exchanged for cash.

CONSULTATIONS:

All services begin with a thorough consultation—the most important part of the experience. We make every effort to listen and discuss exactly what our guests are expecting. As wishes are discussed, we ask our guests to voice any issues, concerns, allergies or medical conditions—we’re here for you and want you to be 100% satisfied. Our service providers will also offer product recommendations, as well as discuss routine maintenance. Before the service is performed, stylists will discuss the process as well as the products that will be used. We will do our best to give accurate pricing and timing predictions on color changes and corrections. Please understand some service requests will take multiple visits.

GUEST SAFETY:

To ensure the safety of our guests/staff, and to allow us to give each guest our undivided attention, only the person receiving the service is permitted on the styling floor. All other guests are asked to wait in the reception area, as required by our insurance provider. Children are not allowed outside the waiting area at any time and must be accompanied by an adult at all times.

CELL PHONES AND ELECTRONIC DEVICES:

We kindly request that phones be silenced, set to vibrate or be turned off to ensure that all our guests receive the relaxing experience we strive to provide. Two-way communication devices are also requested to be in ‘Off’ mode.