The following policies help us to ensure that all of our customers have an opportunity to book appointments and have the best experience possible.
APPOINTMENT BOOKING POLICIES
- BOOKING – Customers may book appointments by calling our business number 510.342.9010.
- APPOINTMENT CHANGES – Once appointments are booked and confirmed, YOU MUST PROVIDE AT LEAST 24 HOURS NOTICE TO MAKE CHANGES such as canceling, rescheduling, adding/removing services, or making changes to scheduled services.
- GRACE PERIOD – We offer a 10 minute grace period if you are late for a scheduled appointment. If you are more than 10 minutes late, there will be a $15 LATE FEE ADDED. If a customer is more than 10 minutes late, along with the LATE FEE, the customer may have to wait if a service has been started for another customer. Also, at the discretion of the establishment, their appointment may also have to be rescheduled if another customer’s appointment will be affected.
- Top Notch Waxing also reserves a 10 minute grace period for the establishment in case of delays from prior appointments or customers.
- NO-SHOW POLICY – If for any reason, a customer does not provide at least a 24 hour notice and misses their appointment, it is considered a NO-SHOW and is subject to a $30 NO-SHOW FEE.
- After 2 no-shows, a customer will not be allowed to book appointments and will have to come in for walk-in services. Walk-in services are subject to availability.
- RESCHEDULING – A booked appointment can only be rescheduled one time with at least 24 hour notice. Once rescheduled, no changes can be made. If another reschedule is required for that same appointment, it will have to be canceled and subject to a cancelation fee of $30.
- CANCELATION FEES – Any appointment that needs to be canceled with less than a 24 hour notice will be subject to a Cancelation Fee of $30.
PACKAGE POLICIES
- REFUNDS – There are no refunds for packages for any reason.
- EXPIRATION – All packages have an expiration date and must be used before the expiration date. The expiration date is the last day any services can be performed.
- CHANGES – Packages cannot be changed, modified, or transferred to someone else for any reason.
- TRANSFERABILITY – Packages cannot be transferred to anyone else. Only the person who has purchased a package may use it.
SALON POLICIES
We happily cooperate with our customers to provide the best experience possible.
- We reserve the right to refuse service to anyone.
- CUSTOMER CONDUCT – Any customer can be restricted from booking services or visiting our establishment for reasons including but not limited to: misbehaving with our staff or other customers, unprofessional conduct, unethical conduct, making threats, harassment, theft, entering the establishment under the influence of alcohol or drugs.
SERVICE REFUNDS & SATISFACTION POLICIES
We strive to provide excellent service and customer satisfaction. If you experience a concern regarding a service, please contact Top Notch Waxing promptly so management can review the circumstances.
Refunds, credits, complimentary corrections, or other accommodations may be offered at management’s discretion, subject to applicable law. Any goodwill accommodation does not constitute an admission of fault or establish an entitlement to future refunds.
SKIN REACTIONS & REPORTING REQUIREMENTS
Customer safety is extremely important to us.
Customers experiencing an unexpected skin reaction, irritation, injury, or other concern following a service must notify Top Notch Waxing as soon as the condition becomes apparent, preferably within 24 hours of noticing symptoms.
To assist with evaluating a reported concern, customers are expected to:
Contact the salon promptly and provide the date of service, treatment area, and a description of symptoms.
Arrange an in-person assessment with management or the service provider when appropriate and safe.
If unable to return to the salon, provide clear photographs of the affected area through a salon-approved private communication channel, when reasonably possible.
Provide relevant information regarding when symptoms began and any products or treatments used after the appointment.
Delayed reporting or insufficient documentation may limit our ability to investigate the concern and determine an appropriate resolution.
Photographs and in-person assessments may be requested as part of our review process. If photographs cannot reasonably be provided, customers should contact management to discuss alternative documentation.
Nothing in this policy requires a customer to delay or forgo necessary medical treatment.
COMPLAINT REVIEW & RESOLUTION
All complaints are reviewed individually by management.
Submitting a complaint does not automatically entitle a customer to a refund, credit, or complimentary service.
Management may consider the timing of the complaint, service records, consultation information, aftercare instructions, available documentation, and other relevant circumstances.
Top Notch Waxing reserves the right to request reasonable supporting information before determining whether a discretionary accommodation is appropriate.
All resolutions are subject to applicable consumer-protection laws.
CLIENT RESPONSIBILITIES & AFTERCARE
Customers are responsible for providing accurate information about relevant allergies, skin sensitivities, medications, recent skin treatments, and other circumstances that may affect their waxing service.
Customers should follow the aftercare instructions provided by their service provider and promptly communicate unexpected concerns.
Waxing may cause temporary redness, tenderness, or irritation. However, customers experiencing severe, persistent, or worsening symptoms should seek appropriate medical attention.
PRIVACY & PHOTOGRAPHIC DOCUMENTATION
Photographs submitted in connection with a service complaint will be used for evaluating and documenting the reported concern.
Access will be restricted to authorised personnel who reasonably need the information for complaint review. Photographs will be handled according to the salon’s privacy and record-retention procedures.
Customers should use only salon-approved private channels when submitting sensitive photographs.
POLICY ACKNOWLEDGEMENT
By booking and receiving services at Top Notch Waxing, customers acknowledge that they have been provided access to our service policies and understand our general refund, complaint-reporting, and aftercare procedures.
These policies do not limit rights or remedies provided by applicable law.