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Policies & Etiquette


Luxe Salon & Spa Policies & Etiquette

We hope the following information will help enhance your experience at Luxe Salon & Spa. Once you have reviewed our salon and spa etiquette, please feel free to inquire further with any of our staff, who will be happy to answer any additional questions you may have.

When should I arrive for my appointment? Being on time for your appointment is greatly appreciated. We ask that you please arrive 10 minutes early to check in, complete our brief new client and/or lifestyle consultation form which helps us serve you better before certain Spa services. We understand that on occasion a situation may arise resulting in a late arrival, and although we will do everything we can to accommodate you, to avoid any disruption to other guests, we may have to shorten the requested service or reschedule your appointment. This will depend on the time of the appointment and the availability of staff.

What is your cancellation policy? We ask that you provide 24-hours notice. In order to make sure we keep openings for clients who really want and need them, if a client misses two appointments without notice or cancels four times within a calendar year, a credit card will be required to book future appointments. Appointments held with this card that are missed without 24-hour notice, will be charged a 50% service fee.

Allergy warning. Though highly trained in their craft, Luxe’s Professionals have no medical training background and as such can’t prevent, diagnose or treat allergic reactions. Ultimately, service appointments and product usage are 100% at each client’s own risk. While sympathetic, we accept NO responsibility for replacing personal property or for any medical treatment. We recommend that any client with an allergy concern see a licensed, qualified medical doctor before making an appointment. Please notify your professional if you have a known allergy just the same so we may take any precautions we are aware of and/or help you obtain information about ingredients if needed.

Is gratuity included in the service prices? Gratuity is not included in our prices, and is at your discretion. Tips are very much appreciated by our staff.

What do I need to know about using Birthday Buxe? Birthday Buxe are emailed to subscribers of our email newsletter ONLY. Birthday Buxe is a $10 discount on services over $20 and can be used during your birthday month. They may not be used to purchase products.

What do I need to know about using Bridal Buxe? Each Luxe Bride is entitled to $10 in Bridal Buxe. They are specifically for use during a return visit (during which you will also receive 15% Off your services!) to keep you looking and feeling your best after the honeymoon! PLEASE SEE THE BRIDAL/SPECIAL OCCASION PAGE FOR SPECIFIC POLICIES REGARDING THESE SERVICES.

When/why is a deposit required for Special Occasion Services? If your service is scheduled during our busy season (Prom, Homecoming, Holidays) and especially if it is during the weekend, you will be asked to put down a 50% deposit.  We reserve the right to ask for deposits for any specialty services because we generally have to invest in products that may not be easily resaleable and block off a large chunk of a professional’s time. Also, braids are on our menu as simple stand-alone services. Be sure to read this post on our Blog about what you need to know about this service.

What do I need to know about Luxe Buxe? This is another way we reward new and current clients for their support. They can be used on retail products and services more than $20.

What do I need to know about Loyalty Cards? Each Professional passes out a personalized loyalty card. In the nail department, a filled card gets you $5 off a service instead of $10.

What should I wear during a spa service? Our staff will accommodate any privacy concerns you may have, so please inquire at our front desk about any special clothing requirements for your scheduled appointment.

Can I return products I have purchased? If you are dissatisfied with a product you have purchased from us, please return it within 14 days for store credit. As of November 1, 2016, all Kérastase products are FINAL SALE items.

IMPORTANT Regarding ALL Specials: Specials are not to be combined with other offers and are available as long as appointments  or product supplies last — no rain checks or orders. Must mention “offer” at the time of booking to receive the discount or item.  Not all specials, including Series Advanced Purchases and New Client Specials, will apply to Bridal Services for Brides and Bridal Parties. IMPORTANT: Luxe offers specials to show appreciation to current clients and to attract new clients. Luxe reserves the right to refuse or revise ALL specials to any client at any time if the offer is not being used in the way in which it was intended without notice. Other restrictions may apply to all specials — Please See Front Desk Client Care Representative for all Details.

Gift Cards: As of May 15, 2014, Gift Certificates and Gift Cards will expire after two years from the date of issue. There are NEVER refunds on Gift Cards. We DO NOT, NOR HAVE WE EVER, sold Gift Certificates or Gift Cards of any kind online. If you would like to send a Gift to someone, please call our Front Desk. You will be asked to establish an account for the person who is receiving your Gift. We will take your payment over the phone and either email, mail or text you a receipt and apply the Gift amount as a credit on that person’s account. We will then mail either a Gift Card or (more likely) a Gift Certificate to the person receiving the Gift from you. When that person comes in to redeem your Gift, they must bring the card or certificate and their name must match the name of the person on file. WE DO THIS TO PROTECT YOU, YOUR GIFT, AND OURSELVES. If the Gift recipient does not receive the gift certificate or card in the mail within 14 days, please contact us right away so that we may research the problem and (most likely) reissue the Gift. Simply producing a receipt will not suffice because we can not link it to an account. We appreciate your understanding.

Are my children allowed in the Salon or Spa? The Salon (Hair) side of Luxe is family friendly and we offer Children’s services, otherwise children who are not receiving a service are not permitted to be in the Salon as a courtesy to other guests. In order for us to help you and other guests receive the best experience possible, we ask that you leave your children at home and put your cell phone on silent while visiting our Spa side. Children may also not be in the treatment rooms at any time because of sensitive equipment.

Our Service Guarantee: If you are dissatisfied with the original service you received, please call within seven days of your appointment and we will happily reschedule you for the same service at no charge. Rescheduled appointments must be booked within 10 days of your original appointment.

 

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