CITRINE APPOINTMENT POLICY PHILOSOPHY

At Citrine, we understand that life happens. Emergencies, traffic, illness, childcare, and unexpected situations can arise, and we always aim to lead with kindness first.

Our policies are not designed to punish guests, but rather to protect the reserved time of our stylists, our team, and other guests trying to book appointments.

Our goal is always to:

  • communicate first

  • understand the situation

  • offer solutions

  • and whenever possible, keep the guest connected to the salon and rebooked.

LATE CANCELLATION POLICY

What Is Considered a Late Cancellation?

A late cancellation includes:

  • cancelling the night before

  • cancelling the morning of

  • cancelling shortly before the appointment

  • forgetting the appointment

  • rescheduling with less than 24 business hours notice for a non-emergency reason

Same-day reschedules are treated as late cancellations.

Emergency vs Non-Emergency Examples

Emergency Late Cancellations

Examples may include:

  • illness or fever

  • sick child

  • family emergency

  • car accident

  • severe weather

  • hospitalization

  • school emergency

  • unsafe driving conditions

  • Lack of childcare

Non-Emergency Late Cancellations

Examples may include:

  • forgetting the appointment

  • oversleeping

  • double booking

  • work schedule conflict

  • wanting a different day/time

  • last-minute plans

  • deciding not to come

Management and the stylist may use discretion depending on the situation.

First-Time Grace Policy

At Citrine, we give every guest one courtesy cancellation.

Repeated Late Cancellations

After repeated late cancellations:

  • a $50 retainer may be required

  • future booking privileges may be limited

  • management and the stylist may discuss whether the guest is still a good fit for the schedule structure

If a guest late cancels 3+ times, management and the stylist should have a collaborative conversation regarding:

  • patterns

  • guest communication

  • scheduling habits

  • best next steps

The stylist should absolutely have input.

NO CALL / NO SHOW POLICY

A no call/no show occurs when:

  • a guest misses their appointment
    AND

  • does not communicate with the salon after outreach attempts

This includes guests who completely ghost communication regarding their appointment.

Guests who no call/no show may lose future booking privileges.

LATE ARRIVAL POLICY

Guests have a 15-minute grace period.

At 10 minutes late, concierge should reach out to check in.

Service Adjustment Policy

If a guest arrives late:

  • the stylist may need to modify the service

  • styling may be removed

  • service scope may change

  • the appointment may need to be rescheduled

Guests are still financially responsible for the reserved appointment time.

Excused vs Unexcused Late Arrival Examples

Generally Excused

  • traffic accident

  • severe weather

  • childcare emergency

  • school delays

  • medical issue

  • car trouble

Generally Unexcused

  • leaving home late

  • stopping for errands

  • coffee runs

  • forgetting appointment time

  • poor planning

RETAINER POLICY

A non-refundable retainer is required prior to booking all installation appointments and certain specialty services.

Retainers reserve your appointment time and allow us to prepare custom hair, color, and service planning specifically for you.

EXTENSION MAINTENANCE POLICY

Proper home care is required to maintain the integrity and longevity of extension hair.

The following may void replacement or warranty considerations:

  • using non-professional products

  • sleeping with wet hair

  • improper brushing

  • self-coloring or at-home chemical services

  • overdue maintenance appointments

  • improper swimming or heat care

We are always happy to educate guests on proper maintenance to help protect their investment.

NO CHILDREN / EXTRA GUEST POLICY

To maintain a safe, relaxing environment for our guests and allow our team to provide their full attention during appointments, children and extra guests are not permitted in the salon unless they are receiving a scheduled service.

Please arrange childcare before your appointment. If you arrive with a child who is not receiving a service, we will need to reschedule your appointment, and our cancellation policy may apply.

We love your little ones, but our salon contains hot tools, sharp objects, chemicals, and extension equipment that can create safety risks. Thank you for helping us protect the experience and safety of every guest, child, and team member.

MINOR POLICY

Guests under 18 must be accompanied by a parent, legal guardian, or approved adult during their appointment.

A signed minor liability form is required prior to receiving any chemical or extension service.

ADJUSTMENT POLICY

We are always happy to adjust services that feel incorrect or incomplete.

We ask that any concerns be communicated within 7 calendar days of the original appointment.

Adjustment eligibility may be voided if:

  • services are performed elsewhere

  • at-home color or chemical adjustments are attempted

  • improper home care occurs

Our goal is always to work together to ensure guests feel confident and cared for.

ILLNESS POLICY

If you are sick, please stay home and let us know as soon as possible. We are always happy to help get you rescheduled.

We kindly ask guests experiencing fever, contagious illness, vomiting, or active infections to avoid coming into the salon in order to protect our team and other guests.