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The Loft Urban Salon Policy

Retail Product
Unfortunately, we do not offer returns on any retail product. However, we will happily exchange your product with one more suitable, within 14 days of original purchase.

Service Redo
We proudly offer a 100% guarantee on all our services! We do not offer refunds on any services, but with approval from management, we may offer a complimentary redo with your stylist, within one week. It is extremely important you contact the salon if you are unhappy with your hair, so we are able to schedule you in As Soon As Possible for a corrective service. Corrective services are only offered for 1 week after your initial service date.

*Please keep in mind, colour corrections from using box color as well as, going from brunette to blonde often result in multiple services to achieve your desired result, while maintaining the integrity of your hair. 

We ask that you try your best to be punctual and arrive at your appointment on time, but we get it — life happens! If you are running behind, giving us a call to let us know is super helpful, but if you’re more then 15 minutes late we may have to reschedule your appointment to a better date & time. On the flip side, we’re not perfect either! Sometimes we run behind, we value your time, so we will give you a call to let you know.

No Show
You wouldn’t like it if we just didn’t show up to your appointment, so please don’t do it to us! We have a ZERO tolerance policy for no show’s, so just give us a call, we’ll happily reschedule you to a more suitable date.

We get it, life happens! In order to respect the time of our guests and our stylists, we ask that you shoot us an email, or give us a call to cancel, 24 hours prior to your appointment. If an appointment is canceled within the 24 hour period 3 times, we will place a $50.00 cancellation fee to your account.

Client & Service Refusal
The Loft West has high standards for your hair, and reserve the right to refuse any service which we think will compromise the integrity of the hair. The Loft West and our Staff also reserve the right to refuse service to any guest should they feel threatened due to verbal or physical abuse of any sort. This behavior will not be tolerated and will be dealt with accordingly.

Hair Extensions
-Hair extension appointments are by consultation only.
– We require a 50% deposit when booking your appointment.
-We require 48 hours notice when canceling your appointment, your extension deposit will serve as your cancellation fee.

We pride ourselves on giving you the highest quality product and services. Provided you have purchased the required care products, and followed the strict care for your extensions, we offer complimentary touch-ups for any slipping that may occur over the first week. All hair extension systems require a certain level of maintenance and care. Your stylist will go over all these details during your consult and application. Any touch ups you wish to have done to your hair extensions after the 1 week grace period will be charged accordingly.