Salon Policies

Here at The Onyx Salon Collective the building of relationships between
client and stylist is an important aspect of the experience. We strive to achieve a level of trust and open communication with our guests so that we are able to provide the best service possible.
We believe the best way to achieve full transparency and understanding is to have an easy point of reference for everyone to review our policies; ensuring we are on the same page moving along our journey together.

Colour Consultations:

Our Colour Consultations are a mandatory service for any new client booking in for creative colouring (I.e. Balayage, Corrective Colour, extensive blonde-ing services or large scale colour transformations) This consultation also applies to existing clients whom have not had colouring services done here with us in salon. A $40 fee will be taken at the time of your 15-30 minute consultation and this deposit goes directly towards the final cost of your colour services to reserve your appointment. All consultations must be booked before your colour service so we can ensure adequate timing is reserved for your colouring appointment as well as go over hair history, expectations, budget, etc.

Cutting and Colour services for clients 16 and under:

For any colouring service for clients under the age of 16 we require a level of Parental/ Guardian participation during the colour consultation to provide consent to the services and pricing discussed in order to move forward with booking a colour appointment. As mentioned above, we strive to have open conversations and full transparency regarding what is to be expected and wish for all parties involved to be in agreement of all aspects of the service. In regards to any and all services done in salon, if necessary Stylists and Management are able to request a Parent/ Guardian present for the full duration of any appointment for clients 16 years of age or younger. We wish to create an environment that everyone can feel relaxed in and enjoy without disruption. We appreciate the efforts and responsibility taken upon by Parents/ Guardians to ensure all guests are able to enjoy their experience in our space.

Service Refinements:

For clients looking to amend any aspect of a recently completed service Ie. slight thinning or bang trim after cut, re-toning after lightening service, certain colour adjustments/ reapplications; these refinements are to be addressed within 2 weeks of the time of the appointment completion. Sometimes there can be a disconnect in terms of tonality or placement ( photos are great for this!), slight alterations to how your hair is sitting after styling your own fresh cut or bangs, or perhaps coverage issues which can result from high grey resistance or buildup on the hair.  This is why consultations, open clear communication and honest history of hair is key and we why take the time at the beginning of your appointment to go over what you’d like to achieve from your time in our chairs.
We want to ensure clients are happy with their experience here and understand services can be costly. We will do our best to accommodate any adjustments needing to be made to that which has been listed above at the earliest opportunity possible. Any cost and approvals to these are to be made at the discretion of Management and Stylists based from the stand point of the consultation process, what is being asked, and timeframe in which amendments are requested.

Cancellation/ Rescheduling/ Missed Appointment Policy:

Appointments missed, cancelled or adjusted with less than 48 hours notice leaves gaps within the schedule that are hard to fill, as getting in touch with other clients looking for opportunities can take time to coordinate. This affects not only our other guests, but the livelihood of our stylists in consideration of our commissioned based industry. As much notice as possible is always greatly appreciated!

We ask that any appointment cancelled without a minimum of 48 hours notice be rescheduled within a 2 week period to avoid any cancellation fee. As we understand due to various reasons it may not be possible to reschedule right away, please let us know if it is needed for us to call or email back within 24 hours with possible appointment options.

Please note that this appointment reschedule is not open to further adjustment or cancellation as this will result in necessary payment of the cancellation fee.

Cancellation fees are as follows:

January-November 50% service(s) cost, December-100% service(s) cost

*If particular appointment cannot be rescheduled within a 2 week period to avoid late amendment fees, we will do our best to ensure that your appointment makeup will be scheduled and honoured at the earliest opportunity possible.

In circumstances of repeated late cancellations or “no-show” appointments, services may require pre-payment for upcoming bookings in addition to the payment of any outstanding cancellation fees. The prepayments will be a $40 deposit for any Haircut appointment reserved and a $100 deposit for any Colour appointment reserved to ensure scheduled times are being honoured.

Sick Policy:

We understand people get sick and we all want to ensure that everyone stays as safe as possible. Please consider the health and safety of everyone sharing the space.

With the help of our guests, we will work to try to reschedule these appointments to the earliest availability as possible, while ensuring we are able to keep everyone safe from any potential exposures based on symptoms and sickness.

*Please note that to maintain the health and wellness of all guests and stylists within our space, we reserve the right to ask that a mask be worn in the circumstance that someone is unwell.*

Thank you for your understanding!

Late Appointment Policy:

Please note that as we operate on a busy schedule, late arrivals can not only cause an impact on the stylists schedules, but also other clients busy schedules as well.
If running late for an appointment we appreciate as much notice as possible be given. Any appointment 15 minutes late or more may need to be rescheduled to ensure we are able to honour other clients scheduled appointment times to the best of our ability. In circumstances of late arrivals, service adjustments may be required in order to accommodate for a later appointment start. Depending on the time frame and appointment duration this may translate as follows:

A “rough dry” as opposed to full blowdry service.
Just Blowdry without the use of finishing hot tools.
A colouring service and haircut condensed to colouring service and blowdry. (Haircut will be rescheduled for a separate appointment.)
Full Highlight application condensed to Partial Highlight application.
Etc.
Service adjustments due to late arrivals will be discussed and agreed to by Client and Stylist prior to starting the service.

In circumstance of Stylist running late or behind on a scheduled appointment:

We value the time of each guest as well as their busy schedules. Just as we ask for as much notice as possible for late appointment arrivals, we will always do our best to give as much notice to our clients as we’re able if we are running behind as well.

If a Stylist is running behind for a guests scheduled service we will always honour the services booked and requested. If and when possible, we may ask for assistance from another member of our skilled team to assist during appointment to ensure we are able to not only provide the best service possible, but also ensure that we are able to continue respecting the time of others booked within the schedule.

Product Return/ Exchange Policy:

Any products to be returned or exchanged must be unopened and unused. We must have an invoice on file for any refunds, and exchanges must be of equal value. Exchanges to be made for a product of more or lesser value shall be first refunded, followed by a new sale for the new product being purchased.