Hey there!

Welcome to your uniquely curated salon experience! It’s an honor to be your stylist and get to support you on your new hair journey. The policies below help to protect our time together and ensure a seamless, concise, and stress-free experience. Please read on to ensure we’re a good fit for one another and don’t hesitate to reach out with any questions!

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Salon Policies

Deposits

A 50% non-refundable deposit is required for all appointments at the time of booking. This helps guarantee that we are both committed to respecting each other's time and experience. If you need to cancel or adjust your services with less than 48hr notice, you are still responsible for the initial deposit. To make any appointment changes that are less than the services originally booked, a minimum of 48 hours notice is required. If changes are made with less notice, the original service price will still be charged.

Rescheduling

If something comes up and you need to reschedule, please email me at connect@shanellmateer.com. Deposits are only transferable if you are rescheduling with at least 48 hrs notice. I understand sometimes life happens and something out of your control may require you to reschedule your appointment last minute. In this situation deposits can be transferable on a case by case basis at my discretion.

No Shows

If you do not show up to your appointment and haven’t contacted me to reschedule you will need to pay for the missed appointment in full and pay another deposit in order to book any future appointments with me. Ability to book with me again will be at my discretion.

Running Late

Arriving at your appointment on time is necessary for 100% of your scheduled service to be completed. However, I do understand that things happen and give a 15 minute grace period. If you arrive later than 15 minutes then we may need to reschedule or shorten your service. You will still be charged for the original service scheduled. If we have to reschedule, another deposit will be required for the new appointment.

Sickness

Your health (and mine) always comes first! If you or someone in your household are experiencing flu or COVID like symptoms (fever, chills, cough, sore throat, body aches, etc.) or otherwise feeling unwell, please do not come to your appointment. Instead, email me at connect@shanellmateer.com to cancel your appointment. Once you’re fully feeling better we will reschedule.

Inclement Weather

Living in the Midwest means we can experience severe weather conditions during any time of the year. In the case of severe weather (heavy snow, ice, tornados, or severe thunderstorms) I will prioritize safety for both of us. If severe weather is expected during your appointment time and/or you feel unsafe driving to your appointment due to weather, please email me and we will reschedule.

Refunds

Because my time and product usage are non-recoverable, I do not offer refunds for deposits or services performed. However, communication is always welcome, as I am committed to improving your experience and making sure your next visit is even better.

Environment

I have worked hard to create a safe, inclusive, and inviting space to share with you. I consider our time together sacred. I want everyone to feel seen, honored, and relaxed during their visits. With this in mind, I politely ask that you don’t bring extra people or kids to your appointment unless they are also receiving a service. Animals are also not permitted in my space unless they are a service animal. This is for the safety and comfort of everyone due to the small space I work in and the liability put on my business.

Service Guarantee

I want you to absolutely love your hair, and I stand behind my work. To ensure your color lasts and your haircut performs the way it’s intended to, my SERVICE GUARANTEE applies under the following conditions:

What IS Covered:

If you experience undesirable results within 2 weeks of your service being rendered, I’m happy to provide a small adjustment at no additional cost. This may include color fading, a toner shifting, unevenness in your haircut, or challenges with styling your hair. These complimentary adjustments are meant for minor refinements, not full service appointments.

What ISN’T Covered:

The SERVICE GUARANTEE becomes void if:

You alter your hair at home by coloring, toning, cutting, etc.
You visit another stylist for any service on your hair after your appointment with me.
It has been more than two weeks since your appointment.

Additionally, some results require additional services due to factors outside my control (previous color history, color buildup, porosity, environmental exposure, washing frequency, at-home heat or chemical exposure, hard water, etc.). In these cases, the necessary service(s) will be booked and charged at full price.

Larger Changes:

If you decide you want something different from what we originally agreed to, such as going brighter, darker, adding dimension, or shifting your overall goal, that is considered a new service and will be charged as such.

My Commitment:

If there is a mistake on my part, I will gladly correct it within the 2-week window at no charge.