Salon Policies
In-Salon Product Returns and Exchanges
If you are not completely satisfied with any product purchased in salon at Supernova Salon, please contact our manager at admin@supernovasalon.com within two weeks of your purchase with proof of your original receipt. Supernova Salon does not offer cash, debit, or credit card refunds on products.
Supernova Salon offers an in-salon product exchange to ensure you have the correct products for your hair needs. Your product must be returned in like-new, gently used condition within two weeks of purchase with the receipt.
All product exchanges are subject to validation and approval at Supernova Salon's discretion. The manager will consult in person with the client to exchange the original product for a different product that will suit your hair/scalp needs and personal preference. We are only able to swap products in the same product line. The client will pay the difference if the new product(s) are at a higher cost than the original product. If the new product(s) costs less than the original, the difference will be put on the client's file for future use.
Supernova Salon monitors return/exchange activity by clients for abuse, and we detect what we consider excessive or potentially fraudulent returns from a client. In that case, we will notify the client that they can no longer return/exchange any other products.
No Returns or Exchanges on Online Store Purchases
Products purchased via the Supernova Salon website are not eligible for refunds or exchanges. Please review your purchase thoroughly before completing your order.
Hair Service Adjustment
Supernova Salon does not offer refunds on hair services. We are dedicated to achieving the hair goals set out during the consultation and creating the hair you love. If you are unhappy with your hair service, within a week please contact our salon manager/owner at manager@supernovasalon.com to let us know so we can start building a plan. We are eager to work with you to address any concerns and adjust our cuts/colours to give you the hair we discussed in our consultation. Our owner/manager will meet with you to review your hair after your appointment. Our professional team wants to ensure you achieve the hair you love. We encourage you to see your original stylist so they can continue to learn about you and your hair and make each appointment more successful than the last!
RESERVATION CONFIRMATIONS:
Our system is automated with our salon software. The salon will send you email and SMS communications to receive your confirmation. If for any reason you have booked an reservation and you did not receive any email or SMS from us on the day of booking it means your email and or phone number is incorrect in your client file and we would love you to contact us to correct it.
Day of Booking, booking details email and sms.
Upon booking your appointment the salon will send you an email and a text message with the details of your appointment. This is a detail of services booked, day and time for you to put your appointment in your calendar. If there is an error in the services please call the salon for us to correct it.
4 days before your appointment.
The salon will send you an email with a link to confirm your appointment. Please click the link in the email to show your appointment as confirmed.
2 days before your appointment.
The salon will send you an sms to your phone number on file with a link to confirm your appointment. Please click the link in the email to show your appointment as confirmed.
Booking within 48 hours of your appointment.
If you booked your appointment within 48 hours the salon will only send you an sms reminder with a link for you to confirm your appointment.
UPDATED SALON NO-SHOW AND 24-HOUR CANCELLATION POLICY
- 1 confirmation email on the day you book your reservation, with all the booking details.
- 1 email reminder 4 days before your reservation.
- 1 SMS reminder 2 days before your reservation
- If you do not show up for your reservation or cancel within 24 hours of your reservation, you will receive an email notification from the salon.
- We provide a one-time no-show/ less than 24 hour cancelation allowance per guest
- After the one-time allowance, any further no-shows / less than 24 hour cancelations will incur a charge of 100% for the missed reservation.
- We will note in your file that you will be unable to book any further reservations until this payment is made.
NON-REFUNDABLE DEPOSITS FOR APPOINTMENT RESERVATIONS:
Appointments for Smoothing Keratin Treatment Services, Perms, and Colour Corrections that require longer appointment timelines and/or specially ordered supplies, salon guests will be required to pay a non- a refundable deposit of $150.00 at the time of booking. This deposit can be collected in person or by phone. On the day of your appointment, this deposit will be applied as a credit towards your service invoice.
If you cancel or reschedule your appointment with less than 48 hours of notice or do not show up to your appointment, the entire deposit will be forfeited.
If you cancel your appointment with more than 48 hours of notice, the entire deposit, minus a $5 administrative fee, will be returned to the original payment method (credit card, debit, etc.).
If you reschedule your appointment with more than 48 hours of notice, we will happily reschedule your appointment, and the deposit will be applied to the new appointment time.
CONSULTATIONS:
We always recommend that salon guests who are still determining what they would like book an in-person consultation with a stylist. The talk is an opportunity to take your inspiration, consider your hair and hair history, and determine the best solution/goal for your hair. This helps to ensure a successful booking to achieve your desired look.
Consultations are a fee of $20 and booked for 15 mins. If you book your appointment after the consult, this $20 will be treated as a deposit and put towards the cost of your booked service.
Smoothing Keratin Treatments, Perm Services, Colour Corrections, and Extension Services require a consultation before booking the service. As everyone's hair is unique to them, the consultation ensures proper service booking for a successful appointment. These services require a non refundable deposit.
Extension consultations are $50. If you book your extension appointment at the consult for the service, this $50 will be treated as a deposit towards the cost of your booked service.
RUNNING LATE?
We understand that life can get busy and last-minute issues can come up. If you are running late, please call the salon at (604)904-8448 as soon as possible to let us know. We may need to modify your originally booked services to accommodate your arriving late for your appointment.
Arriving more than 15 minutes late could result in a canceled appointment, as we might not have enough time to fulfill your scheduled appointment. We do our best as a team to stay on time as we understand that everyone's time is valuable. However, as all our salon guests have individual needs, we can run behind occasionally. We will do our best to contact you to inform you if we are running late so we can let you know. We greatly appreciate your patience and understanding on this matter.