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.

Concierge Script

No problem at all, we hope you’re able to take care of whatever you need to! We’d be happy to help get you rescheduled.

Just as a future reminder, we do have a 24-hour cancellation policy. However, we always give everyone a freebie for their first late cancellation because we completely understand that life happens.

If this happens in the future, a $50 retainer would be required before booking your next appointment.

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.

If A Guest Responds Hours Later

This should still count as a late cancellation/no show depending on the situation.

However, your team should still lead with curiosity first.

Example

If the guest responds:

“Omg I’m so sorry I just saw this.”

The response should NOT immediately jump to:

“You violated policy.”

Instead:

We completely understand! We were worried something may have happened since we hadn’t heard from you.

Since we didn’t hear back around your appointment time, this was marked as a missed appointment on our end, but we’d still be happy to help get you rescheduled.

‘Freebie’: Just as a future reminder, we do have a 24-hour cancellation policy. However, we always give everyone a freebie for their first late cancellation because we completely understand that life happens.

If this happens in the future, a $50 retainer would be required before booking your next appointment.

If we need to ENFORCE policy:

We completely understand! We were worried something may have happened since we hadn’t heard from you.

Since we didn’t hear back around your appointment time, this was marked as a late cancellation/missed appointment on our end. We do require a $50 booking fee before reserving future appointments. We can draw up your invoice and once that goes through we can get you rescheduled!

10-MINUTE LATE TEXT

Send this to any guest who is 10 minutes late for their appointment.

Hello [Guest Name]! This is Concierge at Citrine. We had you down for an appointment today with [Stylist] at [Time].

We hope everything is okay! Let us know if you’re close by or if you need to reschedule.

NO CALL / NO SHOW POLICY

Definition

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.

No Call / No Show Follow-Up Script

Hi [Guest Name], following up regarding your appointment earlier today.

Since we were unable to reach you and did not hear back regarding your appointment time, this has been marked as a no call/no show on our end. At this time, booking privileges with the salon may be restricted.

If there was an emergency or extenuating circumstance, please feel free to reach back out to management directly.

LATE ARRIVAL POLICY

Grace Period

Guests have a 15-minute grace period.

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

If a guest is running late:

  • encourage safe driving

  • NEVER encourage rushing

  • explain service adjustments may be necessary

Concierge Script

“Drive safe! We’ll let your stylist know you’re on the way.”

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.

Stylist Script For Late Guests

“I’m so glad you made it! Since we’re already about xx minutes into the appointment, we have a couple options. We can still do the partial, but we may need to skip styling to stay on time, OR we can shift into a Mini today so you still leave finished and styled it just may not be quite as

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

Again:
management + stylist discretion matters.

If Service Cannot Be Completed To Citrine Standards

Policy Language

If a stylist feels they are unable to complete a service to Citrine standards within the remaining appointment time, the appointment may need to be adjusted or rescheduled.

Applicable fees will be determined at the discretion of the stylist and management.

Whenever possible, the salon team may assist in completing the appointment through support staff or salon assistants.

SAME-DAY RESCHEDULE SCRIPT

Of course, we can absolutely help get that moved for you!

Just as an FYI, same-day reschedules do fall under our late cancellation policy since that appointment time was reserved specifically for you.

Follow the late cancellation fee verbiage.

STYLIST INVOLVEMENT

The BEST time for policy conversations is:

  • during consultation and casually behind the chair

NOT:

  • cold automated texts

Because:

  • the guest already trusts the stylist

  • tone is easier to interpret

  • it feels relational instead of transactional

RETAINER POLICY

Recommended Language

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.

REFUND / SERVICE CONCERN POLICY

Suggested Policy Structure

If a guest is unhappy with their service:

  1. first attempt resolution with original stylist

  2. if guest is uncomfortable, management may offer adjustment with senior stylist

  3. management determines any refund considerations after resolution attempts

Stylist Script For Service Concerns

“I’m so sorry you’re feeling unhappy with your hair. I’d really love the opportunity to see you back in person so we can talk through what’s feeling off and make a plan together. Most concerns are absolutely fixable, and I want you feeling confident leaving here.”

That wording:

  • lowers defensiveness

  • invites collaboration

  • avoids admitting fault immediately

EXTENSION MAINTENANCE POLICY

Suggested Language

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.

CHILDREN / EXTRA GUEST POLICY

Suggested Language

To preserve a relaxing environment for all guests, we kindly ask that additional guests, children, spouses, or friends not attend appointments unless previously approved by management.

Due to the length and intimacy of extension and hair restoration services, space within the salon can be limited.

MINOR POLICY

Suggested Language

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

Suggested Language

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

Suggested Language

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.