Policies

Master Image is primarily an appointment based salon therefore late cancellations and no shows have a great impact on our business. Often we are unable to fill the time slots for no shows and late cancellations which is unfair to our technicians. Also we may have turned away other clients who could have taken that time slot.

To avoid late cancellations and no shows some services may require a deposit at the time of booking in order to reserve your appointment. Deposits are payable in cash or by card. Once a deposit has been paid it will be noted on your account and will be used towards services on the day of your appointment.

In the event of a cancellation or reschedule notice is required in order to receive a full deposit refund or to be able to rescheduled the appointment using the same deposit.   Appointments less than 3hrs = 48hr notice required   Appointments greater than 3hrs = 72hr notice required

If you ‘no show’ ‘late cancel’ or ‘late reschedule’ your deposit will be forfeited and a new deposit will need to be made in order to book another appointment.

‘No Show’ = No Call, No Show              

‘Late Cancel/Late Reschedule’ = Cancellations/Reschedules after the required notice.

New Clients

New clients requesting appointments for services that are over 2hrs will be required to leave a deposit at the time of booking. This is for their first appointment. Future appointments will follow the existing client rules.

Service Time        Deposit Required

    2-3 HRS                   $50

    3-5 HRS                   $100

    5+ HRS                    $150 

Existing Clients

Existing clients with a history of 1 no show or 2 late cancels/late reschedules will be required to leave a deposit when booking any future appointments. An alert will be placed on their account to advise the co-ordinator that a deposit is required.

We understand that things happen, however due to the fact that we book our appointments back to back, late appointments effect everyone else on the schedule. Therefore if you are going to be more than 10 minutes late to your appointment we may possibly have to reschedule your appointment. Please call if you are going to be running late, we will check with the technician to see if they are still able to service you within the allotted time frame. If you are more than 10 minutes late to your appointment and the stylist is unable to service you your deposit may be forfeited.

Services are sometimes unpredictable and although we always try our best to stay on schedule there may be times that our technicians are running behind. If we know ahead of time that our technician will be running late we will try to contact you as a courtesy to let you know.

We are aware that there are times when the weather causes the need for appointments to be cancelled/rescheduled. We respect the safety of others and in these cases we do not require a 48hr cancellation. Please be aware that the salon will be open if we are able to arrive in a safe and timely manner. If the salon needs to close due to inclement weather our team will contact each client on the schedule and we will work to accommodate rescheduling any cancelled guests to the next available appointment.

Services

Master Image does not offer any monetary refunds on services rendered. However, we strive to ensure our clients are satisfied with the services they receive. If you are not satisfied with the service performed we will make every effort to rectify the situation.

If you are unhappy with your service and want to request an adjustment please contact us as soon as possible. We require that you contact the salon within 7 days of the original service in order for us to address your concerns. We will schedule you for a redo with the stylist who performed your service. If for any reason you are uncomfortable with returning to the same stylist please make the co-ordinator aware.

• We are unable to make adjustments after 7 days from the original service.
• We must see your hair in person to make a complete assessment.
• As we explain in our consultations, color corrections & specialty color processes require multiple visits, because of this adjustments do not apply to corrective or specialty color appointments.
• In the rare case that an adjustment has been performed and we are still unable to provide a solution due to a technical error on our part, management will review the situation. If agreed upon up to 50% of the original cost of service may be refunded to you as a credit only in the form of a Salon Gift Card 
• We are unable to offer any refunds on Tips/Gratuity given to a service provider.

Products

We do our best to provide you with the best products available to help to maintain your hair. If you are unhappy with a product purchase or need to exchange for a different product please return it within 30 days of the original purchase date.

• Refunds on products will only be issued onto a Salon Gift Card.
• We are unable to credit, exchange or return any products after 30 days from the original purchase date.

Master Image gift cards are not redeemable for cash, cannot be returned or may not be used to purchase another gift card. Master Image does not offer refunds on gift cards and is not responsible for lost or stolen gift cards.

Points Redemption

• Points earned at Master Image Salon are redeemable on salon services only. They cannot be redeemed for cash, gift cards, retail products etc
• Points are redeemed at a rate of $10 credit for every 10 points earned.
• Points can only be redeemed in increments of 10.00
• 10 points may be redeemed per customer, per visit
• You cannot earn points and redeem points in the same transaction therefore when redeeming points you will not earn points for that visit.

Retail Points

• Customers will automatically receive retail points to their account on retail purchases.
• 2% of the product cost (before tax) will be returned to the customers account in the form of points
• Points will remain on the account of the person whom accumulated them until redemption. 
• Retail points may be redeemed for service discounts (See Points Redemption)
• Retail Points are non transferable between accounts.

Referral Points

• Customers will receive points on referrals at a rate of 10 points per qualified referral. 
• To be considered a qualified referral the client must be a new client to Master Image and must provide Master Image with the full name of the existing customer who referred them.
• Referral points are non transferable between accounts 
• Referral points will be credited to account name which was provided to the salon by the new client.

Birthday Points

• Customers will be awarded with 5 points on their birthday month,
• In order to qualify for birthday points your date of birth must be listed in your account profile.

Service Points

• Customers will automatically receive points at a rate of 1% on main services
• Points are not available on add on services, length charges etc
• Points are non transferable between accounts and will remain on the account of the person whom accumulated then until redemption
• Service points may be redeemed on future services (See Points Redemption)