Salon Policies and Frequently Asked Questions

Policies and FAQ | The Secret Garden Salon & Spa in Staten Island, NY

At The Secret Garden Salon & Spa, we are committed to providing an exceptional experience for our clients. To ensure clarity and transparency, we have outlined our policies and frequently asked questions. Please take a moment to review our policies and FAQs to make your visit as smooth and enjoyable as possible.

Salon Policies

Consultations and Color Corrections

A consultation is required prior to reserving a color correction appointment. Consultations are recommended for all appointments but required for corrections. Consultations are complimentary. The following information is important to know if you are a client receiving a color/chemical service:

Color history and the use of medications must be divulged when consulting with your stylist. If you are currently under the care of an MD, it is your responsibility to research if your color services are compatible with any prescription medication or cancer treatment which you are currently being treated with, or have used prior to your color appointment. Your stylist is not a trained medical physician.
A color correction contract must be signed before your color correction appointment begins. You can choose to print and sign at home to bring with you on the day of your appointment or you can sign at the salon before your appointment begins. If you do not sign, the services will not be performed by the stylist and a cancellation fee will apply.

Important Considerations for Color Services

Previously over-processed hair: By repeatedly layering over dyes on porous, pre-lightened hair.
Taking prescription medication: Some medications inadvertently alter the bonds of the hair.
Thermal damage: By over-use of heat styling tools.
Use of metallic dyes, salts, or minerals: Chemicals from box color or over-mineralized water can negatively react with salon chemicals.
Use of henna or vegetable dyes: These chemicals can negatively react with enlightenment services.
Permed or relaxed hair: Chemicals can cause negative reactions during enlightenment services.

Note: It is our priority to conduct thorough consultations for all services provided through the salon. However, it is each client’s personal responsibility to be upfront and honest about their hair history and to research the items listed above. Any damage caused to the hair as a result of undisclosed information during the consultation is not the responsibility of the stylists.

Confirmation Calls

As a courtesy, 48 hours prior to your appointment, you will receive a confirmation text that you will need to reply “C” to confirm. If you do not confirm, and we are unable to reach you to confirm your appointment, your appointment will be canceled, and a fee will apply. Please remember your appointment dates and times to avoid late arrivals and missed/canceled appointments.

No Children/Animals

Although we love kids and animals, for the enjoyment of your salon experience and the relaxation of other guests, animals are not permitted in the salon. If your childcare arrangements unexpectedly change, please notify the salon at your earliest convenience, and we will do our best to accommodate your needs. Children may receive services at full price if they are cooperative.

Timing of Your Appointments

Please allow plenty of time for your appointment. Our luxury appointments can last 2 to 3 hours for color refresh, highlight glaze, and blowout. If you have any concerns regarding the timing of your appointment, feel free to contact the salon or consult with your stylist in advance.

Refunds

We do not offer refunds of any kind. If for any reason you are unhappy with your service, please notify us within a week of your appointment.

Blonding Services/Color Corrections for New Clients

We require a 25% deposit on all new client services exceeding two hours. The deposit will be applied to your service on the day of your appointment due to high demand. This deposit is nonrefundable.

Pricing Structure

Services vary in price depending on the length of hair, thickness of hair, time required, product involved, our two-tiered pricing system, and stylist demand. Feel free to ask your stylist if you are unsure how our pricing structure works, and we will assess your needs.

Canceled/Rescheduled or Missed Appointments

We respectfully request at least 24 hours’ notice for cancellations. If you cancel or make changes to your appointment less than 24 hours in advance, you will be charged 50% of the service(s) originally scheduled. If you exceed two instances of rescheduling your appointment, you will have to leave a 50% deposit for future appointments or reschedule. Your stylist can refuse to provide you with future services if this becomes a recurring issue.

No Call / No Show

If you do not call or text to cancel/reschedule and do not show up on the scheduled date and time of your appointment, you will be charged 100% of the service(s) originally scheduled.

Credit Card Required

A credit card is required to be kept on file to schedule any color/bonding appointment. We require at least 24 hours’ notice to cancel or make changes to an appointment. If 24 hours’ notice is not given for cancellation/rescheduling, your credit card on file will be charged 50% of the services scheduled. No call/no shows will be charged 100% of the service(s) scheduled.

Gift Cards

We love being part of a wonderful gift you may give to a loved one, business colleague, client, or friend. When you purchase a gift card from us, you are purchasing a promise that we will give the recipient the best experience that we can. Gift card values decrease by 20% after one year from the expiration date.

Frequently Asked Questions

How do I book an appointment?

You can book an appointment by calling the salon or using our online booking system on our website. We recommend booking in advance to secure your preferred date and time.

What if I need to cancel or reschedule my appointment?

We respectfully request at least 24 hours’ notice for cancellations or rescheduling. If you cancel or reschedule less than 24 hours in advance, a fee will apply. Please call or text the salon to cancel or reschedule your appointment.

Do you require a deposit for appointments?

Yes, we require a 25% deposit for new client services exceeding two hours. The deposit is nonrefundable and will be applied to your service on the day of your appointment.

What should I do if I am running late for my appointment?

Please call the salon as soon as possible to let us know if you are running late. We will do our best to accommodate you; however, your appointment may need to be rescheduled if you are significantly late.

Can I bring my child or pet to my appointment?

For the enjoyment and relaxation of all our guests, we ask that children and pets not accompany you to your appointment unless they are receiving a service.

What forms of payment do you accept?

We accept cash, credit/debit cards, and gift cards. Please note that a credit card is required to be kept on file for scheduling any color/bonding appointment.

Do you offer refunds?

We do not offer refunds of any kind. If you are unhappy with your service, please notify us within a week of your appointment, and we will do our best to address your concerns.

How can I purchase a gift card?

Gift cards can be purchased at the salon or online through our website. They make perfect presents for loved ones, colleagues, clients, or friends.

Ready to Book Your Appointment?

Experience the difference at The Secret Garden Salon & Spa. Book your appointment today and let our team of experts help you look and feel your best. We look forward to welcoming you to our serene and eco-friendly salon in Staten Island, NY.

Have More Questions?

If you have any further questions or need assistance, please don’t hesitate to contact us. Our friendly staff is here to help you with all your beauty and wellness needs.

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