SALON NORRELL POLICIES

HAIR COLOR - AVEDA hair color is up to 99% naturally derived. This means that it is made from plants instead of petrochemicals. This is virtually unheard of in the hair color world, and we love being able to offer you a safe alternative. AVEDA also uses a signature mixture of protective plant oils. Therefore, it is essential that you follow the advice of your artist and commit to a home care routine that includes AVEDA Shampoo and Conditioner and/or masque. We cannot guarantee the lasting power of our hair color without the use of the recommended home care. Other brands are not designed to work with the delicate natural plant ingredients and will strip the color and emollients. We like to think of our hair color as “dry clean only,” meaning only the best for your hair color protection.

CONTRAINDICATIONS- Please let your artist know of any medications, henna hair dye, or box color that you have used in the past 12 months. All of these are contraindications for hair color and may deliver unpredictable results.

PATCH & STRAND TEST POLICY -For the safety and well-being of our guests, Salon Norrell recommends a patch and/or strand test prior to any chemical or color service to identify potential allergic or sensitivity reactions. Guests may request a patch or strand test at any time prior to their appointment. If a guest does not request or declines a test, it will be understood that the guest has voluntarily chosen to waive this precaution. By proceeding with services without a patch or strand test, the guest releases Salon Norrell, its owners, and its employees from any and all liability for allergic reactions, sensitivities, or adverse outcomes that may occur as a result of product use or color formulation.

CHEMICAL SERVICE DISCLAIMER- Chemical services (including lightening, color correction, smoothing, and extensions) may cause dryness, breakage, or fading depending on hair history and condition. Salon Norrell is not responsible for unforeseen chemical reactions on previously treated hair. Results vary based on individual hair integrity and maintenance.

HOME CARE & PRODUCT RECOMMENDATIONS -To ensure the longevity of your results, we recommend using Aveda professional products prescribed by your artist. The salon cannot guarantee color or treatment results when non-professional or drugstore products are used.

OUR GUEST SATISFACTION COMMITMENT-We commit to doing everything possible to ensure that you love your hair and salon experience. If you are unhappy with your experience, please let our concierge know immediately so we may create a plan. All service guarantees must be completed within 7 days of the original service due to growth of hair and changes in tonal value. We do not offer refunds, as time and skill have been invested, but we will gladly adjust or correct within the service guarantee period.

SERVICE ADJUSTMENTS & REFUNDS-All services are non-refundable. If you are unsatisfied, we welcome the opportunity to make reasonable adjustments within seven (7) days of the original appointment. Adjustments do not apply to a change of style or color outside the original service request.

CANCELLATION POLICY-Your appointments are very important to the team members of Salon Norrell, as they are reserved especially for you. We understand that sometimes schedule adjustments are necessary; therefore, we respectfully request at least 24 hours’ notice for cancellations. We always ask to hold your reservation with a card on file. Cancellation Fee: 50% of the scheduled service price is applied to the card on file for appointments canceled without 24-hour notice. No-Show Fee: 100% of the scheduled service price is applied for appointments that are no-showed. A “no-show” is defined as a guest who fails to call or cancel their appointment. Hold Fee: For extended appointments, a hold transaction is required to reserve a large time block. New Formulations: Guests booked for new color formulations are charged $100 for canceling within 24 hours. By booking an appointment, I authorize Salon Norrell to charge my card the associated cancellation fee if I am unable to receive my scheduled service for any reason other than one initiated by the salon. I understand that no personal or family emergency, illness, or circumstance exempts me from this policy unless expressly waived by salon management.

APPOINTMENT CONFIRMATIONS -As a courtesy, Salon Norrell makes every effort to confirm appointments via text message and/or phone call prior to your scheduled time.While we strive to reach all guests, confirmations are not guaranteed and may occasionally fail due to carrier issues, incorrect contact information, guests opting out of notifications, or other unforeseen circumstances. It is the guest’s sole responsibility to remember and attend all scheduled appointments. If a guest fails to receive a confirmation or forgets their reservation, Salon Norrell cannot be held responsible, and all no-show or late-cancellation fees will still apply.

LATE ARRIVAL POLICY -If you arrive 15 minutes or more late, your appointment may need to be modified or rescheduled out of respect for other guests. Late arrivals that cannot be accommodated will be subject to the same cancellation policy.

EXTENDED AND SPECIALTY SERVICES POLICY-Extended and specialty color appointments require a non-refundable deposit to secure the reservation. Deposits are applied toward the total service balance on the day of the appointment. Cancellations or reschedules made with less than 48 hours’ notice will result in the forfeiture of the deposit.

PAYMENT POLICY- All published service and retail prices are based on payment by cash or debit card. Guests may use a credit card as an alternative form of payment; however, a processing fee will be added to the total balance due for all credit card transactions. By completing payment, you acknowledge and agree to these terms. This policy ensures transparent pricing and allows Salon Norrell to maintain consistent service value for all guests.

PRICING POLICY-Prices are subject to change without notice. Service pricing may vary depending on hair length, density, product usage, and the level of the artist performing the service.

SOCIAL MEDIA-We love to take photos of our work for use on social media, in print, and in marketing materials. We share professional images on the salon’s main channels as well as on individual artist pages. If you do not wish to be photographed, please inform our concierge so this can be noted in your profile.

SOCIAL MEDIA & PUBLIC REVIEWS -Salon Norrell values open and honest feedback, and we welcome all guests to share their experiences respectfully. Guests are expected to represent their experience truthfully across all social media and public review platforms. Any false, defamatory, or misleading statements made online or through social media that intentionally harm the salon’s reputation, staff, or business operations may result in legal action and financial responsibility for damages incurred. By booking an appointment, guests acknowledge and agree to communicate concerns directly with salon management before posting negative or one-star reviews, in keeping with our shared commitment to fairness and professionalism.

PHOTOGRAPHY & VIDEO CONSENT- Guests may occasionally appear in background photos or videos taken in the salon for marketing or educational purposes. By receiving services at Salon Norrell, you grant permission for the salon to use your likeness for promotional purposes unless you have opted out in writing.

PERSONAL CLOTHING -Professional chemicals may affect jewelry and fabric. We provide robes and a changing area to help prevent staining. However, chemicals can occasionally penetrate robes. We strongly encourage you to remove valuable clothing or jewelry before services begin. Salon Norrell cannot be held liable for any damage to personal property.

ADDITIONAL GUESTS & CHILD SAFETY-We kindly request that only those receiving services be present in service areas. Older children must be capable of sitting quietly and unsupervised in our waiting area.For safety reasons, children not receiving a service must remain in the waiting area and be supervised by an adult at all times. The salon environment contains hot tools and chemicals that may be hazardous to unsupervised minors. Service animals are welcome with appropriate identification. Friends and family cannot remain on the salon floor unless receiving a service.

COMMUNICATION CONSENT -By providing your contact information, you consent to receive appointment confirmations, service reminders, and promotional communications from Salon Norrell via text, call, or email. You may opt out at any time.

PRODUCT RETURNS & EXCHANGES-Your satisfaction is our highest priority. We gladly offer in-store exchanges for new and unopened hair care products purchased within 14 days and accompanied by a receipt. Hairbrushes, hair extensions, makeup, hot tools, and opened products are final sale and not eligible for exchange. Hair extensions may be exchanged prior to installation and within 24 hours of purchase, subject to a 25% restocking fee. If an allergic reaction occurs, please contact us within 48 hours of purchase so we can provide an appropriate exchange or credit. All exchanges will be credited toward another product or a salon gift card. No cash back or refunds will be issued.

GIFT CARDS -All gift card purchases are non-refundable and not redeemable for cash. Guests are responsible for retaining and safeguarding their gift cards. Salon Norrell is not responsible for lost, stolen, or misplaced cards, and replacements cannot be issued. We recommend treating your gift card like cash — it never expires and can be used toward any service or retail purchase within the salon.

FORCE MAJEURE- Salon Norrell shall not be held liable for cancellations, delays, or interruptions caused by circumstances beyond its control, including but not limited to illness, power outages, severe weather, or other unforeseen events.

TEAM-BASED SALON- As a team-based salon, we encourage guests to see any artist within our team at any time. It is never awkward or inappropriate to try a new artist. We work collaboratively to ensure you receive the best possible experience.

Your happiness is our happiness!

GENERAL LIABILITY & HOLD HARMLESS-By receiving services at Salon Norrell, you agree to hold harmless and indemnify Salon Norrell, its owners, and employees from any and all claims, damages, or losses arising from salon services or the use of products, except in cases of proven negligence.

POLICY UPDATES-Salon Norrell reserves the right to update or amend these policies at any time to ensure the best experience for our guests and team. The most current version of our policies is available upon request at the front desk and is also posted on our website for your convenience. All guests are responsible for reviewing and adhering to the most recent version in effect at the time of their appointment.