Fifteen Twelve Policies
We are so excited that you’re looking to book an appointment with us or that you’ve already booked one with us! We can’t wait to meet you or see you again.
In order to provide you with the best possible services and ensure our staff are ready to greet you with the appropriate level of notice and time set aside for your services, we ask that you kindly review this page carefully in conjunction with our Cancellation Policy below.
Pricing and Fees
Please note that our stylists have their own starting prices for their services. The pricing noted on our website and on the Services page sets a general price guideline only. The fees per service will depend on hair length, density, hair history, product required, and length of the booking.
Please note: A $2 environmental fee will be added per client to support our eco-friendly initiatives. Learn more.
Booking Appointments
Our Booking Platform and Changes to Appointments or Client Profiles
We have an easy-to-use booking platform that we are super proud of. It that allows you to choose from our large roster of services and manage your appointments with ease.
A valid credit card entry is required to secure all bookings in our secure and private Booking Platform. Your credit card will not be charged when you book the appointment. If you do not have a credit card you may leave a 50% cash deposit within 24 hours of booking. See our Cancellation Policy below.
Our Booking Platform allows you to log in to schedule your appointment with our Top Toronto Hairstylists and Beauticians and manage your appointments. It creates a profile of who you are and what services you have had in the past with us, and we also make that information accessible to you. You can schedule your appointment, cancel your appointment and even reschedule it all on one platform! You can review your past visits, past purchases and update your contact information, such as your phone number, e-mail and secure and privately stored credit card information, all of which are also required when booking your appointments with us. Please take a few minutes to review our Cancellation Policy below.
Consultations
All of our appointments start with a complimentary consultation before your service. We do our best to be very transparent during our consultations as to what is achievable in one session or in multiple sessions.
Be realistic with your expectations and we will do our best to help you manage your expectations too by giving our best opinion on what is achievable for you.
If, during the consultation, we find that your hair history (for example, previous use of box dyes, perms, straightening, etc.), has compromised or damaged your hair such that the service you want will not achieve the results you are aiming for, we will discuss that with you and first try and come up with a solution. If it is not possible to meet your expectations, we may refuse services and cancel the appointment in your best interest. We only want what is best for you and your hair and we will never provide you with a service that is risky. If there is risk involved and you decide to proceed, and your stylist is willing to proceed, then you may be asked to sign a waiver releasing Fifteen Twelve and its staff from any and all liability in relation to the service you ask us to perform.
If you would like us to conduct a full stand-alone assessment, of your hair before your appointment, free of charge, please contact us as consultations must be booked by our front desk.
Choose Correct Services When Booking Online
Please ensure you book the correct service. Each service will have a different time allocation (especially for colour related services) so if the service selected is not the accurate service, we may not be able to provide the correct services for your hair due to time constraints or other issues unique to you. If you need help in identifying which service would best fit your needs, please contact us to speak to front desk about their recommendation, or to book a complimentary consultation if we can’t determine the correct service by phone.
Booking Colour Services Longer Than 3 Hours
Long colour services require a 50% deposit to hold the booking because we want to devote the right amount of time to these services. Please contact us to leave your deposit after you book online. If you book online and you do not call to arrange for your 50% deposit, and we cannot reach you to obtain it 3 days before your booking, your booking may be cancelled unfortunately as these services take a chunk of time from our very experienced stylists and we need to ensure their time is utilized appropriately.
Service Re-Do’s
If you want to request any type of “re-do” to a service already provided to you, please call us to discuss first before booking another appointment on our Booking Platform, and please notify us within 48 hours after your initial appointment.
- We do not issue refunds on our services.
- Any “re-do” must be requested and completed within 14 days of the initial service and with the same stylist. We reserve the right to refuse a “re-do” for various reasons, and including but not limited to, if the result you sought was achieved the first time or if the stylist discussed with you the possibility of our inability to achieve the result you wished to achieve.
- We will not provide any “re-do” services if you or another stylist makes any adjustments to your hair after the original services were provided to you.
- Colour fees may apply for “re-do’s”, depending on the situation.
- If a “re-do” is requested because you have changed your mind about the look you wanted to achieve, regular colour fees and hourly rates will apply.
- To avoid a “re-do” you should always use professional products to maintain your hair, and hair colour. Drugstore products can affect the longevity of your colour and integrity of your hair. You can choose from a wide array of professional hair care products at our Fifteen Twelve Online Shop.
- Some complex or corrective color services may require multiple visits/services to achieve optimal results by our very experienced stylists. Your stylist will discuss your goals with you and plan the number of sittings needed with you directly.
- Optimal colour services cannot be achieved if you have box-color or henna present in your hair since both box-color and henna have an inconsistent nature and can react poorly with professional hair colour, leading to unpredictable results.
Before Your Appointment
Text Message Confirmations
3 days prior to your appointment, we will send you a text message to confirm your appointment. Please confirm your appointment, or if you must cancel, choose the option to cancel. If we don’t receive your confirmation by text message prior to 48 hours before your appointment, or if we give you a courtesy call to confirm your appointment and we cannot reach you, your appointment will be cancelled in accordance with our Cancellation Policy below.
If you do not wish to be contacted by text message, leave us your email and phone number in your booking profile preferences on our Booking Platform to receive your confirmation by email. Please ensure your contact details are correct and up to date. If we cannot contact you to confirm your appointment, or you don’t confirm by responding to our text message, your appointment may unfortunately be cancelled, in which cancellation fees will apply.
Arriving For Your Appointment
Hair Cleanliness
We recommend arriving at your appointment with hair that has been washed within the past two days. This helps us see your hair in its natural state and assists in the colouring process. See FAQ for more information.
COVID-19 Considerations and Policies
Please pay close attention to the following policies for your safety, the safety of other clients, and our staff:
- Please do not enter our salon if you or anyone you have been in contact with in the last 7 days exhibits cold symptoms, sore throat, or general unwellness.
- Please do not enter the salon if you or anyone you have been in contact with in the last 7 days has tested positive for COVID-19.
- Hand-sanitizing stations are located throughout the salon.
Late Arrival Policy
Please try not to be late or if you are running late, please contact us to let us know as soon as possible – we will do what we can to accommodate the services you booked, but keep in mind that we may have to reschedule your appointment or may not have time to complete the entirety of your service. Late arrivals can result in reduced service time or a cancelled appointment, and it will very likely cause you stress and anxiety and impact your stylist’s time with other clients.
If you are 15 minutes late or more, for your scheduled appointment, we will not be able to guarantee that you will receive the full services scheduled and it may result in your appointment being cancelled or altered.
Our policy for “no shows” is a fee of 100% of the appointment fee. We will then make a note of the no show, and if it is repeated, the Booking Platform may prevent you from booking appointments online in the future.
Cancellation Policy
Cancellations & Rescheduling Requests:
It is always best to contact us as soon as you know you have to either reschedule your appointment or cancel it.
A valid credit card is needed to secure all bookings in our secure and private Booking Platform. Our booking platform will not secure your appointment without a credit card entry, but your credit card will not be charged at the time of the booking. Charges will be incurred if you cancel your appointment without sufficient notice as noted below. If you do not have a credit card you may leave a 50% cash deposit in person within 24 hours of booking.
We will only charge a fee if you do not cancel your appointment in accordance with our Cancellation Policy.
In the event that you have to cancel or reschedule an appointment, we require a minimum 48 hours notice. Please advise us at least 48 hours prior to the commencement of your appointment to avoid cancellation charges noted below. By providing your credit card info, you are authorizing Fifteen Twelve Salon for the charges noted below.
The following charges will be applied to the credit card on file in the event that our cancellation policy is not met:
48 hrs or more notice: | Service will be cancelled free of charge. |
Less than 48 hrs notice: | 25% of the service price will be charged. |
Less than 24 hrs notice: | 50% of the service price will be charged. |
Failure to show: | 100% of the service price will be charged and we reserve the right to decline booking future appointments. “No-shows” and same day cancellations are included under this policy and will be charged for the full amount of the services booked. |
48 hrs or more notice: | |
Service will be cancelled free of charge. | |
Less than 48 hrs notice: | |
25% of the service price will be charged. | |
Less than 24 hrs notice: | |
50% of the service price will be charged. | |
Failure to show: | |
|
General
Additional Guests
We also ask that you do not bring any guests to your appointment. If their name is not in our schedule, they will not be permitted entry into the salon.
Children
If you have prior permission to bring a child with you to your appointment, given the dangers associated with some of the tools and chemicals required for many of our services, including sharp objects such as scissors or chemicals such as bleach, we ask that children be accompanied by adults at all times, and carefully monitored.
Valuables
As there are chemicals used for processing hair colour, it is advisable that you leave all valuables such as earrings, brand name purses and high-end garment pieces at home or in your car. Fifteen Twelve is not responsible for any damages including stains and lost or stolen items during your visit with us. We recommend wearing a disposable face mask if you are getting a colour service as fabric masks can be stained.
Zero Tolerance
We have a zero-tolerance policy for non-inclusive behaviour, rude and inappropriate conduct, in conversation or towards our staff or any other individual in our space, which includes but is not limited to racism, homophobia, transphobia, misogyny, xenophobia, or ableism. If we identify any of these behaviours in our salon, we will ask you to stop and/or ask you to leave the premises immediately.
