Cancellation Policy
As a small business, every appointment on our schedule is important. If an appointment is cancelled last minute or no-showed, it directly affects the income of our commissioned service providers. When a guest ‘no shows’, as a business we lose the opportunity to fill that appointment; our Service Providers wonder where that guest may be, only to realize they could have had someone else in their treatment room or their chair.
Out of respect for our team and our other guests, the following policies are in effect:
We require 48 business hours’ notice to reschedule or cancel your appointment to NOT incur charges.
*Cancel your appointment outside 48 business hours, services will be cancelled or rescheduled at NO charge.
*Cancel in less than 48 business hours notice, you will be charged 50% of the reserved service value at the time we receive your cancellation.
*Day-of cancellations or failure to give any notice, 100% of the service value will be charged at the time that we receive your cancellation.
Any voicemails left for cancellations after business hours will be deemed as received on the next business day, and may be subject to the cancellation fees above.
New guest deposits will be forfeited in the event that the appointment is cancelled without 48 business hours notice.
A new deposit will need to be made to reschedule your appointment.
Wedding parties*, groups of three or more guests and any spa services over 2.5 hours require a credit card to hold the booking and three business days notice is required to avoid full charges.
Green Circles Partnership
Kiyo is proud to partner with Green Circles Salons to support a more eco-friendly salon and spa experience.
As such, 2% will be added to all service appointments to help support this initiative and to continue to offer eco-friendly options in our salon.
To learn more about Green Circles and their positive impact on the Salon and Spa industry, see here.
New Clients
If this is your first visit to Kiyo, a valid credit card is required to schedule your first appointment in either the salon or spa.
If you are unable to provide a credit card number, a deposit at the time of booking will be required to reserve your appointment.
All haircuts require a $20 deposit, and all technical/colour services/spa appointment 2.5 hours + require a $50 deposit.
Deposits may be made via credit card information over the phone, e-transfer to shop@houseofkiyo.com, or in person with card or cash.
All deposits must be taken at the time of booking. If in-person payment is requested, deposits must be paid in FULL no later than 24hrs after arranging your appointment. Failure to submit deposit after 24 hours will result in the forfeit of the appointment.
Deposits will be applied to your first visit.
If you need to cancel or reschedule your appointment outside of 48 hours, your deposit will be held and transferred to your rescheduled appointment.
If you chose to cancel within 48 hours of your appointment, the deposit is forfeited and a new deposit will need to be made to reserve your next appointment.
If you choose to cancel and not reschedule your appointment outside of the 48 hour policy, your deposit is refundable back to you.
Gratuities
Treatment prices and gift certificates do not include gratuities, unless otherwise specified.
Feedback
Kiyo believes that all feedback is good feedback. We feel that it is extremely important to have you leave feeling that you where given the best treatment possible. If you feel your expectations have not been met in any way please let us know – we would love the opportunity to make things right.
At Kiyo Salon & Day Spa we strive to create the ideal look for each guest and take pride in our work and services. If you are unsatisfied or have any questions or concerns, please notify us within 1 week of your visit.
All services and retail purchases are non refundable.
