We require 24 hours notice for cancellation of your scheduled services in order to avoid a late cancellation fee. (Japanese Straightening 48hours notice)
Clients canceling with less than 24 hours of your scheduled appointment will be required to pay 50% of the services reserved in order to continue booking services at Tomoko Shima Hair Salons.
If you have booked your appointment with less than 24 hours between your booking time and scheduled appointment you are required to cancel 3 hours before your service start time to avoid the late cancellation fee.
Appointments booked with less than 3 hours of time between when the appointment was made, and when the appointment was scheduled to take place are not subject to this policy. While there is no fee applied for these cancellations, you may be required to leave a credit card on file in order to book future appointments if this happens more than once.
Please note that cancellations can only be made through online booking, email, text message or by calling the salon.
If you think you may be late for your appointment, please call the salon and let us know. We have 15mins grace period. We will call any late clients 15 minutes into their scheduled start time, but if we have not been able to contact you, your appointment time may be reopened and/or given away. If you show up late for your appointment your services may be altered to fit the remaining time. If this happens you will still be responsible for the full amount of the services booked.
If you do not show up for your scheduled appointments, without contacting the salon to cancel, you will be subject to pay the FULL AMOUNT of the services reserved. You will be also be required to have a credit card on file to secure any future bookings. Please note that to cancel your appointments during Tomoko Shima Hair Salons opened hours, we do require a phone call in order to late cancel your appointments.
Clients who no-show on more than one occasion will be required to pay in full before any appointments are booked unless they have a service bundle to cover the services.
While we encourage scheduling an appointment, we do welcome walk-clients, however, it is based availability and if we are busy there may be a waiting period or you might have to schedule an actual appointment.
We have a no refund policy on services completed at our salons. We offer complimentary fixes within 14 days of the service completion pending management approval.
The complimentary fixes with your original selected stylist, not accept with another stylist requested.
Unused/unopened retail products/tools may be exchanged within 7 days of purchase. No refund.
Gift certification, once purchased, are non-refundable.
Service bundles all have an expiry date associated with them and after this time is up, any unused services will no longer be available for use.
Lengthy + Multiple services
Any bookings spanning longer than 3 hours, or group bookings for 3 people or more must be secured by having a valid credit card attached to your Tomoko Shima Hair Salons client account. In the event of late cancellations or no-shows, the credit card will be charged as outlined in our policies above.
For clients who do not wish to place a credit card on their file, there is the option to come into the salon and pay a 50% deposit on the appointments you wish to book.
Tomoko Shima Hair Salon is not responsible for any lost, stolen or damaged personal items. We provide capes for guests to wear during color services to protect valuable clothing. We do not have a lost and found and all items found at the end of the day will be disposed of. With notice, we can keep it here for 4 weeks from your latest visit. Without notice, it will be disposed at the end of the day.