Cancellation Policy

At Elleven Salon, your appointment time is valuable, and we hold that time specifically for you! Please note that 24-hour advance notice is required when cancelling any appointment. This provides the opportunity for someone else to schedule an appointment.

Cancellations made within 24 hours prior to your appointment time are subject to half the cost of the scheduled appointment.

Same-Day Cancellations: A “Same-Day” cancellation is when an appointment is cancelled on the same day of the service appointment. Any same-day cancellations will incur a charge of 100% of the booked services.

No-Show Policy: Those who do not show up to an appointment without calling to cancel will be subject to the full cost of the missed appointment. The full amount must be paid before reserving any future appointments. Multiple cancellations with less than 24 hours notice and no-shows will prohibit you from booking future appointments.

As a courtesy, we send a reminder email and text 48 hours prior to your appointment. If we can’t reach you to confirm, it is your responsibility to remember your appointment date and time to avoid missed appointments and cancellation fees.

Late Arrivals: We reserve the right to reschedule any appointment if the client is more than 15 minutes late, and the client is subject to a charge of 50% of the booked services.

Color & Highlight Consultation

To ensure that we, as professionals, can deliver the look you want every time, we require first-time hair color clients to come in for a complimentary consultation to meet with a stylist and discuss hair goals before scheduling the actual appointment.

Since hair can vary in length, density, and color, this 15–20 minute consultation helps us understand what services are required, how long the service will take, and a cost approximation. A consultation does not assume that a particular service can or will be performed. In rare cases, we reserve the right to kindly refuse service.

Product Returns & Service Adjustments

Product Returns: All exchanges and returns are eligible within 14 days of the original purchase date. Slightly used items can be exchanged for a product of equal or lesser value with salon credit for the remaining balance. To be eligible for a return, your item must be unused, unopened, and in the same condition as purchased.

Service Adjustments: Client satisfaction is our utmost priority. We are unable to offer refunds for services performed, however an adjustment appointment can be offered within 14 days of your appointment date.

Privacy & Safety

Salon Liability: We are not responsible for lost, stolen, or damaged personal items. Smocks and capes are available to protect valuable clothing.

Child Safety: Our salon is not child-proof! To ensure your child’s safety and a relaxing experience for all guests, our policies prohibit leaving children unattended in the salon. If you must bring young children, please provide an additional caretaker. Older children may wait in our lobby.

Your Privacy: We observe strict privacy policies and won’t disclose your information to any other party. Personal and credit card information is securely kept with our front-desk system.