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. Service pricing may vary based on hair length, density, hair history, time required, and product usage. Starting prices are available on our website and booking platform and are intended as guidelines only.
Certain colour services include a base amount of product usage, while others, including lightening services, are fully customized and charged based on actual product usage measured through SalonScale.
Please note: A $2 environmental fee is added to each visit to support our sustainability initiatives, including waste diversion, recycling programs, and our commitment to reducing the environmental impact of salon waste. Learn more.
Booking Appointments
Our Booking Platform and Changes to Appointments or Client Profiles
Our online booking platform allows clients to book, reschedule, and manage appointments with ease, review appointment history, and update contact and payment information.
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% deposit in cash or via our online deposit link 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 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.
Fifteen Twelve reserves the right to modify or refuse services if proceeding would compromise the health or integrity of the hair or if the requested result is not safely achievable.
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.
Choosing Correct Services When Booking Online
Please ensure that you book the service that most closely matches your hair goals and current hair situation. Each service is allocated a specific amount of time and product, particularly for colour appointments, and booking the incorrect service may mean that we are unable to complete your desired service during your scheduled appointment.
If an incorrect service is booked, we cannot guarantee that additional time will be available to accommodate changes or additions on the day of your appointment.
If you’re unsure which service to book, our front desk team is always happy to help point you in the right direction or arrange a complimentary consultation if additional guidance is needed.
Deposits
Certain appointments may require a deposit to secure the booking. Deposits are applied toward your appointment total and are not an additional fee.
Appointments requiring deposits may include, but are not limited to, lengthy colour appointments, corrective colour services, extension services, or appointments requiring significant time allocation.
Clients who do not have a credit card may secure their appointment by leaving a deposit in person or via our secure online deposit link within 24 hours of booking.
For some first-time clients, clients booking lengthy appointments, clients with a history of cancellations or no-shows, or appointments requiring significant time allocation or product costs, Fifteen Twelve may require a deposit at the time of booking at our discretion.
Deposits are applied toward your appointment total and are not an additional fee. In the event of a late cancellation, no-show, or declined card associated with an applicable cancellation fee, deposits may be retained or applied toward the outstanding balance in accordance with our cancellation policy.
Service Re-Do’s
If you have concerns regarding a service you received, please contact us directly to discuss them before booking another appointment online.
Concerns regarding a service must be communicated to us within 48 hours of the appointment so that we may properly assess the concern while the results remain representative of the original service performed.
- We do not issue refunds on services rendered. Our goal is always to work with our clients to find reasonable solutions when concerns arise.
- Complimentary adjustments are available within 14 days of the original appointment and must be performed by the original stylist. We reserve the right to refuse an adjustment for various reasons, including but not limited to situations where the agreed-upon result was achieved, where limitations or risks were discussed during the consultation process, or where expectations fall outside what was originally agreed upon.
We are unable to assess or guarantee results once the hair has been altered following your appointment.
This includes services performed by another salon or stylist, additional chemical services performed elsewhere, colour-depositing shampoos or conditioners, home remedies, or other modifications made after leaving the salon.
- Additional colour or product fees may apply for adjustments depending on the circumstances.
- If adjustments are requested because you have changed your mind about the look you wished to achieve, regular service pricing and hourly rates will apply.
Some complex or corrective colour services may require multiple appointments to achieve optimal results safely while maintaining the health and integrity of the hair.
Your stylist will discuss realistic expectations, timelines, and treatment plans with you during your consultation.
- Previously applied box colour, henna, metallic salts, and some direct dyes can react unpredictably with professional colour products and may limit achievable results or require multiple appointments to correct safely.
By booking an appointment with Fifteen Twelve, clients agree to our service and cancellation policies.
Initiating a chargeback or payment dispute without first allowing Fifteen Twelve the opportunity to assess and address concerns may result in refusal of future services and bookings.
Before Your Appointment
Text Message Confirmations
As a courtesy, appointment reminders and confirmations are sent by SMS and/or email approximately three days prior to your appointment.
To receive SMS appointment reminders and confirmations, clients must consent to receiving text messages and maintain a valid mobile phone number on their booking profile. Clients who do not wish to receive text messages may opt to receive appointment reminders by email instead.
Please ensure your contact information remains accurate and up to date within your booking profile so that we can contact you if necessary regarding your appointment.
While reminder messages are sent as a courtesy, clients remain responsible for remembering and attending their scheduled appointments regardless of whether reminder messages are received, delivered, or responded to.
Appointments that remain unconfirmed may be contacted by our team to ensure appointment accuracy and availability. Fifteen Twelve reserves the right to contact clients regarding appointments that remain unconfirmed and, in rare circumstances, may cancel appointments where we are unable to verify the booking or contact the client prior to the appointment in accordance with our Cancellation Policy below.
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.
Health & Wellness Etiquette
Please pay close attention to the following policies for your safety, the safety of other clients, and our staff:
- If you are experiencing symptoms of a contagious illness, please contact us to reschedule your appointment.
- As we work in close proximity to one another, illness can spread easily and may force stylists to cancel appointments, directly impacting their income. If you are feeling unwell or have cold-like symptoms, we kindly ask that you wear a mask while inside the salon.
- 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.
Clients arriving more than 15 minutes late may have their service modified, shortened, or rescheduled at the discretion of the salon and stylist.
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:
We understand that life happens and plans can change. If you need to cancel or reschedule your appointment, we kindly ask that you contact us as soon as possible so that we may offer the appointment time to another guest.
A valid credit card is required to secure all bookings through our secure Online Booking Platform.
If you do not have a credit card, a deposit equal to 50% of the scheduled services may be left within 24 hours of booking in order to secure your appointment.
Clients may cancel or reschedule appointments online up to 49 hours prior to their appointment time. Changes requested within 49 hours of an appointment require contacting the salon directly and may be subject to cancellation fees in accordance with the policy below.
To avoid cancellation charges, we require a minimum of 48 hours’ notice prior to your scheduled appointment time. By providing your credit card information or deposit, you authorize Fifteen Twelve Salon to process the cancellation fees outlined below if sufficient notice is not provided.
The following cancellation fees, plus applicable taxes, will apply if our cancellation policy is not met:
49 hrs or more notice: | Your appointment may be cancelled or rescheduled free of charge. |
48 to 24 hrs notice: | A cancellation fee equal to 25% of the scheduled service total will be charged. |
12-24 hrs notice: | A cancellation fee equal to 50% of the scheduled service total will be charged. |
Failure to show or same-day cancellation: | 100% of the scheduled service total will be charged and future bookings may be refused. All cancellation fees must be paid in full prior to booking future appointments. |
49 hrs or more notice: | |
Your appointment may be cancelled or rescheduled free of charge. | |
48 to 24 hrs notice: | |
A cancellation fee equal to 25% of the scheduled service total will be charged. | |
12-24 hrs notice: | |
A cancellation fee equal to 50% of the scheduled service total will be charged. | |
Failure to show or same-day cancellation: | |
|
General
Additional Guests
Due to limited space and the nature of our services, we ask that only guests receiving services attend appointments unless prior arrangements have been made.
Children
While we love our littlest guests, due to the nature of our services and the use of hot tools, sharp instruments, and chemical products, we ask that children not accompany clients to appointments unless they are receiving services themselves or arrangements have been made with our team in advance.
Children attending appointments who are not receiving services must remain supervised by an accompanying adult at all times.
Please note that Fifteen Twelve does not offer discounted children’s pricing. Service pricing is based on the time, skill, and product required to perform the service rather than the age of the guest.
Valuables
Fifteen Twelve is not responsible for lost, stolen, or damaged personal belongings during your visit.
Zero Tolerance
We have a zero-tolerance policy for non-inclusive behaviour, rude or inappropriate conduct, in conversation or toward our staff, clients, or any other individual in our space. This includes, but is not limited to, racism, homophobia, transphobia, misogyny, xenophobia, ableism, harassment, intimidation, threatening behaviour, or abusive conduct.
If we identify any of these behaviours within our salon, we reserve the right to ask the individual to stop, discontinue services, require them to leave the premises, and/or refuse future bookings.
