Koto Hair Salon Policy

What you need to know about your appointment. 

Confirmation/reminder texts
You will receive a confirmation text message 2 days before your appointment. You must reply YES to confirm, or text the salon to reschedule or cancel. If you do not respond within 24 hours. We will call or text you again. If we still have not received communication from you 24 hours before your appointment, it will be cancelled.

Rescheduling/no show
We kindly ask that you give us as much notice as possible when cancelling or Rescheduling your appointment. Rescheduling of your appointment is permitted up to 24 hours before your appointment time.

If you cancel within 24 hours, or do not show up to your appointment, you will be charged up to 50% of your booking.
Repeat no shows will be charged a booking fee of 50% of your appointment to secure any future appointments.

Time management
Please remember that your appointment is your responsibility. We ask that you please arrive on time and allow time for traffic and parking. Familiarise yourself with the areas of parking beforehand. If you are running late you must contact the salon sooner rather than later. Anything after 10 minutes will result in your services being reduced. If you are any later we may have to cancel your appointment and it will be classed as a no show, incurring a late cancellation fee. If you need to be finished in the salon by a particular time you will need to contact us first to see if the service is doable in the timeframe. It is unfair on the staff to be put under pressure with unrealistic timeframes.

We ask that you please be considerate of staff and other clients and DO NOT come to your appointment if you are unwell. We will work with you to reschedule. It is much easier for us to move your appointment than have to move a staff members full day/s appointments. If you are visibly unwell, we will not commence your appointment. A sick day off work is not the time to come and get your hair done.

Colour corrective work
All corrective appointments must attend a consultation beforehand. We will assess your current colour and your hair condition. We may need to perform a test strand. We will give you a thorough quote for the service when this is done. A booking fee will be required to secure the appointment. You may also need to commit to a care routine to prepare your hair for the corrective work. Please understand that not all desired results are achievable in one sitting.

Client complaints
If for any reason you are dissatisfied with your service, please do not feel uncomfortable reaching out to us about it. We want you to love your hair and your experience.

Please contact the salon within 2 weeks of your service to have any issues rectified. If you contact us outside of the 2 week timeframe, the correction will not be complimentary.

If we find evidence of headlice on a guest, we will not proceed with the service. We will discreetly notify you and recommend the nearest pharmacy and treatment. All tools, gowns and towels will be washed and sterilised immediately.

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