FAQ & Policies
What is the cancellation policy?
We take great pride in providing exceptional service and respecting the value of your time. As a small business, financial stability is essential, and enforcing our cancellation policy allows us to continue delivering a high-level experience to every guest.
By booking an appointment with us, you agree to the following:
- All clients are required to have a valid credit card on file.
- All new clients are required to pay a 50% deposit of their scheduled service at the time of booking. This deposit will be applied to your final service total.
To confirm your appointment, we require either:
- A valid credit card on file, and
- A deposit (where applicable)
Cancelling or rescheduling: We understand that unforeseen circumstances may arise. We kindly ask for a minimum of 24 hours notice for any cancellations or changes.
- Less than 24 hours notice: 50% of the scheduled service will be charged, even if rescheduled.
- Two late cancellations, reschedules, or no-shows: 100% of the scheduled service will be charged.
Service changes: To ensure efficient scheduling, we ask that you avoid changing your service within 48 hours of your appointment.
- Changes made within this window may result in a 50% service charge.
If we need to reschedule: In the rare event we need to adjust your appointment with more than 24 hours notice, your deposit will be fully transferred to your next booking.
Illness
If you are feeling unwell, please reschedule your appointment.
- Less than 24 hours notice due to illness: 50% charge applies.
- Repeated late cancellations/no-shows: 100% charge applies.
Your health, and the health of our team and guests, is a priority.
Will I get a confirmation?
We provide courtesy confirmations, but it is the client's responsibility to track and arrive for their scheduled appointment.
Will I need a credit card on file?
Yes — a valid credit card is required for all clients.
When booking online, you will be prompted to securely store your card. If booking through our front desk, this will be required at the time of booking.
We are fully compliant with all privacy and security regulations regarding card storage.
Do you take deposits?
Yes.
- All new clients: 50% deposit required at booking.
- Existing clients: deposits may be required depending on service.
- Colour services: minimum $100 deposit or 50% (whichever is greater).
- Beauty services: may require a $50 deposit.
Deposits:
- Are applied to your final bill.
- Are non-refundable.
- Can be transferred with 24+ hours notice.
No-show or late cancel?
We maintain a strict 24-hour cancellation policy.
- Late cancel/no-show: 50% charge.
- Repeated occurrences (2+): 100% charge.
What if I arrive late?
Your appointment time is reserved specifically for you.
- 15+ minutes late: you may be charged 100% of the scheduled service, even if we cannot complete it.
- Services may need to be adjusted based on remaining time.
What happens if you're unhappy with your hair?
While we do not offer refunds, your satisfaction matters deeply to us.
We offer one complimentary revision within 2 weeks of your appointment. Please reach out within that window so we can make it right.
What is the return policy?
We replace items only if defective or damaged.
For product concerns, please contact: natalie@thenaturalhairsalon.com
Returns can be sent to: 616 View Street, Victoria, BC, V8W 4A6, Canada
If you're unhappy with a product, we will always do our best to support you.
Privacy Policy
Personal information we collect: When you visit our website, we automatically collect certain information about your device, including your web browser, IP address, time zone, and installed cookies. As you browse, we collect information about pages viewed, referring websites, and how you interact with the Site ("Device Information").
We collect Device Information using: cookies, log files, and web beacons/tags/pixels. When you make a purchase, we also collect your name, billing/shipping address, payment information, email address and phone number ("Order Information").
How we use your information: We use Order Information to fulfill orders, process payments, arrange shipping, communicate with you, screen for fraud, and provide relevant advertising. We use Device Information to screen for fraud and improve the Site.
Sharing your information: We share Personal Information with third parties as needed, including Shopify (shopify.com/legal/privacy) and Google Analytics (google.com/intl/en/policies/privacy/). You can opt out of Google Analytics at tools.google.com/dlpage/gaoptout. We may also share information to comply with applicable laws.
Behavioural advertising: We may use your information to provide targeted advertisements. You can opt out via: Facebook, Google, Bing, or the Digital Advertising Alliance opt-out portal.
Your rights: If you are a European resident, you have the right to access, correct, update or delete personal information we hold about you. Please contact us to exercise this right. Note that your information may be transferred outside of Europe, including to Canada and the United States.
Data retention: When you place an order, we will maintain your Order Information unless and until you ask us to delete it.
Contact us: For questions about our privacy practices or to make a complaint, contact us at natalie@thenaturalhairsalon.com or by mail at: The Natural Hair Salon, 616 View Street, Victoria, BC, V8W 4A6, Canada.
