Cancellation Policy and Fees
Your hair service is reserved especially for you. We value your business and ask that you respect the hair salon's scheduling policies. Should you need to cancel or reschedule, please notify us at least 24 hours in advance.
Any cancellations with less than 24 hours of notice are subject to a cancelation fee amounting to the cost of the scheduled service. (Straightening and Smoothing services for 48 hours) Clients who miss their appointments without giving any prior notification will be charged in full for the scheduled service. We recognize the time of our clients and staff is valuable and has implemented this policy for this reason. When you miss an appointment with us, we not only lose your business but also the potential business of other clients who could have scheduled an appointment for the same time. Additionally, many times our staff will be functioning in an "on-call" status and can have traveled to the salon specifically for your service. For these reasons, we are obligated to compensate our staff for their time as well as makeup for the lost revenue.
When you schedule your appointment with us, you are agreeing to these policies. All services require a credit card or gift certificate to guarantee a reservation so please have your credit card and/or gift certificate ready when booking. You will not be billed unless there is a cancellation or no show. Upon checkout, guests may choose their method of payment.
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
We welcome group bookings and look forward to helping you with your event. At least 6 weeks advanced booking is suggested for parties of 3 or more. We request a minimum of 72 hours cancellation notice. A 50% deposit is required for all group bookings. Deposits will be refunded if cancellation is given at least 48 hours in advance. Deposit will not be refunded for notice less than 48 hours.
NOTE: This applies to all appointments in the group booking. For example, if you decide to only have haircuts and not color and do not cancel those services, you will be charged the 50% deposit if you do not give 48-hour notice. If anyone in your party does not show up or change the number of group less than 72 hours, you will be responsible for 50% of their service amount.
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 1 week from your latest visit. Without notice, it will be disposed at the end of the day.