TWIG Policies

before your visit

  • please arrive with clean + dry hair for every visit

  • All reservations require a credit card on file 

    • We do this to secure your reservation spot. Unfortunately we have had a problem with last minute cancellations and “no shows” in the past. When you don’t show up or cancel last minute we do not have the opportunity to fill your spot. This affects your designer's paycheck. 

    • All reservations that are around 3 hours or more will require a $100 deposit which will be credited toward your service. Your deposit will be forfeit if you do not show up for your reservation or you cancel/reschedule with less than 72 hour notice. If we can fill the reservation we will not charge you.

  • If you should need to reschedule or alter your reservation, let us know ASAP

  • Reservations canceled with less than 48 hours notice are subject to a 50% charge + less than 24 hours notice will be charged 100% unless your reservation is filled.

    • We work hard to fill your spot to avoid charging 

  • No shows will be charged for 100% of the scheduled service

  • We do send friendly reminders however we recommend marking your calendar to make sure your appointments are not missed. We are happy to email your future reservations to you

during your experience

  • Please arrive promptly for your reservation time, our designers do their best to remain prompt for you too.

  • We love children + pets but do not allow them at your reservation

    • We want to make sure that the guest experience is relaxing for not only you, but for our other guests as well

  • Quiet Service Request

    • We get it, sometimes you just want to be and talking sounds so extra, just let our concierge know that you prefer a quiet service and we will let the designer know. 

  •   If you should need to take a call during your service please be mindful of the other guests enjoying their experience around you. Please use ear buds for your conversation and try to keep it at a minimum to ensure that your designer is able to do their magic.

  • Please refrain from watching videos on your phone without ear buds. Just to ensure that all of our guests have the best experience possible to them.

  • Color services are quoted at the time of service, along with proper maintenance + realistic expectations. Our Concierge can give an estimated price range, however they are unable to quote prices as they are not the designer . Future sessions may be required to achieve some looks

after your service

  • It is important to follow up with proper maintenance + home care per your designers guidance (it’s all part of the service and experience)

    • If the homes care products are not recommended please let us know. This is very important to protect your hair investment. There are a lot of products out there that can ruin your fresh blonde hair, new extensions or your fresh smoothing treatment. We are not responsible if you are not using our recommended products.

  • If you should have any adjustment requests for your cut or color, please contact us within 72 hours of your service any redos after 72 hours will be considered a new service which will need to be paid full price for

    • Redo must be scheduled with the Designer that did the service. Our Designers want to hear what you love and what you don’t love so much about their hair so they can get to know your preferences. They will not get their feelings hurt. They want you to be happy and they love the opportunity to learn.

    • Adding another service (ie adding extra highlights because it’s not bright enough or a toner to make it darker) is not considered a redo and will be charged for the additional services. Please be as specific as possible during your consultation. Pictures help us a ton! Your designer will determine

  • All product purchases are exchange or store credit only if within 30 days of purchase

  • Feel free to post your new hair and shout out your Designer. They get so excited to see how much you love your results. Sharing your experience with them is one of the highest compliments you can give them

  • If you are not happy with your service for any reason please let us know by emailing tricia@twighair.com or calling and asking for Trish or Bre Gomez our GM

special notes to consider

  • we fully understand that changing reservations, or a difference in the expectation of your hair can be frustrating. we work hard to make sure that everyone has the best experience possible at twig. if in the event something with your experience is amiss, please be courteous to our employees. we will be sure to resolve your frustrations as soon as possible. angry outbursts only add fuel to the fire and upset our employees and our other guests

    • anyone that speaks to any twig employee or another guest in a disrespectful or unkind way will be asked not to return

  • Gratuities are optional depending on the level of service. Cash is always best if possible. 20% Is standard, however we are so grateful for whatever you give.