LUSTRE HAIR & COLOR LAB POLICIES

APPOINTMENT BOOKING

Online booking is the preferred method for making appointments as Lustre H&C Lab does not have a receptionist and we are unable to answer the phone when attending clients. If you would like to talk about making an appointment, please leave a message and we will get back to you in a timely manner.

CANCELLATIONS

If a situation arises in which you cannot make your scheduled appointment and you need to cancel or reschedule, we do require a 24-hour notice for all changes or cancellations. This allows enough time to fill that appointment spot with someone from the waiting list. With cancellations or changes made within 24 hours, we are unable to offer that spot to other clients. Any cancellations or rescheduling within the 24-hour period, will be considered a Late Cancellation. All Late Cancellations will be charged 50% of the cost of the scheduled appointment. Clients who do not show-up for their scheduled appointment without calling to cancel, will be considered a No-Show. All No-Shows will be charged 100% of the cost of the scheduled appointment. Lustre H&C Lab sends appointment reminder emails and text messages for the convenience of all clients. Unfortunately, technology isn’t always perfect and sometimes emails and text messages are not received. Clients should not rely solely on the appointment reminder emails and text messages to remember their upcoming appointments. Failure to receive a reminder email or text message does not waive the Cancellation/No Show Policy.

CELL PHONES
Please allow Lustre H&C Lab the opportunity to provide the best service possible by refraining from phone calls or FaceTime during service. This consideration is appreciated

COLOR SERVICES

All color services are broken down individually in the booking system. These services do NOT include a blow dry or haircut finish. If you would like to book a blow dry, please make sure to add it when booking on the website or when booking by phone. A blow dry is considered a separate service and will be an additional charge.

*We do not have space in the salon available for self-blow dries.

CHECK-IN
Please arrive a few minutes prior to your appointment time to allow for check in and storing of personal Items.

Running late? We will do our very best to accommodate late clients, however, we cannot guarantee your appointment if you are over 15 minutes late. Based on the remaining time left on your appointment, your appointment may have to be shortened or rescheduled.

CHILDREN AND PETS

For everyone's safety please do not bring pets or children under the age of 6 years with you without prior approval to the appointment. Please limit the number of people with you to (1) person during your appointment.

*Non- Salon Clients - Unfortunately, at this time, we are not accepting children of non-salon clients under the age of 14. Non- Salon Client teens over the age of 15 need to have a parent or guardian call or book an appointment on the website. Teens 15 years of age or older will be charged as adults for the service(s) provided.

CLIENT SATISFACTION 
Client satisfaction is the true measure of success. Any feedback you may want to share regarding your experience with Lustre H&C Lab is most appreciated. Please feel free to reach out if you have any questions or concerns through the website email provided at the bottom of the page.

GIFT CARDS

Gift cards may be purchased in person. We do not accept returns on gift cards. Gift cards are not redeemable for cash or gratuity. We are not responsible for lost or stolen gift cards.

GRATUITIES
Gratuities are given directly to your service provider using either cash, Venmo or with your credit card payment.

METHOD OF PAYMENT

We accept cash, checks and all forms of credit cards.

RETURNS & EXCHANGES

We offer full exchanges on all products. If for any reason you are not satisfied with your new product or if somehow it is defective, we will exchange it for something that better suits your needs. Although we offer No Refunds, returns on hair care products will be given full credit towards the purchase of another product.

*We can not offer a return or exchange of custom ordered hair extensions

SERVICE ADJUSTMENTS

Due to many variables, sometimes things do not go as expected and/or desired results can not be achieved. As a salon, the number one priority is guest experience and satisfaction. We ask that any guest who needs an adjustment to their hair reach out within 7 days of the original service. Depending on the nature and cause of the adjustment needed, we will determine the proper course of action at no cost to you. While these adjustments can be made, NO REFUNDS will be issued. If the adjustment(s) is/are an add-on service, the cost of the add-on service(s) will be subject to charges. Complimentary adjustments will not be offered for changes in hair style or changes in color from what was originally discussed. Complimentary adjustments will not be offered on services performed at home (i.e. home hair color) or services performed at other salons. All adjustments are subject to stylist discretion. * Corrective color, Brazilian Blowouts or Keratin Treatments are not guaranteed.

NO REFUND POLICY

Lustre H&C Lab prides itself on great customer service and exceptional quality of work and will do its best to ensure that all guests are satisfied with every service provided. By agreeing to receive the service, the guest agrees to pay the full amount of the service total upon completion of the services that same day

HERE IS A LIST OF MANDATORY SAFETY STANDARDS:

Mask wearing is optional and your decision is always respected! If you have been fully vaccinated but still want to wear your mask, as a professional I will pair-up with you if this makes you feel more comfortable. If you have not been fully vaccinated, you are encouraged to wear your mask during your visit to the salon but it is not necessary.

Extra time is added throughout the day to disinfect all tools and to wipe down the workspace.

Client garments, capes, robes, and towels are always one-time use per client and then laundered on site.

Hand sanitizer is always available for your use in the salon.

PUBLIC SAFETY

If you have been ill or have any symptoms such as fever, headache, sore throat, coughing, etc., and those who are particularly vulnerable to COVID-19 according to CDC guidelines, you are encouraged to stay home and call to reschedule your appointment on a later date.