Booking Retainer & Cancellation Policy

Booking Retainers

A non-refundable booking retainer is required to reserve most appointments, whether booked online or prebooked in the salon.

1. A 40% booking retainer is required for most services.
2. A 50% booking retainer is required for select longer or specialty services.
3. Your booking retainer reserves the time and preparation needed for your appointment.
4. Your retainer is applied toward the total cost of your scheduled service at checkout.

Booking retainers are non-refundable.

Eligible members, Serenity Pass holders, and package holders do not require an additional cash booking retainer when an applicable credit or benefit is being used to reserve the appointment.

Rescheduling Your Appointment

Plans change. If you need to move your appointment, please give us at least 48 hours' notice.

When an appointment is rescheduled with at least 48 hours' notice, your existing booking retainer will transfer with the appointment to your new date.

You may continue to reschedule your appointment without paying a new retainer as long as each change is made within the required notice period.

If you reschedule with less than 48 hours' notice, your existing booking retainer is forfeited. A new booking retainer will be required to reserve another appointment.

Canceling Your Appointment

Booking retainers are non-refundable, including when an appointment is canceled with more than 48 hours' notice.

When you cancel rather than reschedule, your reservation ends and the booking retainer does not transfer to a future appointment.

If you decide to book again, the new appointment is considered a new reservation and requires a new booking retainer.

Late Cancellations & No-Shows

Appointments canceled or rescheduled with less than 48 hours' notice, including same-day cancellations, will result in the forfeiture of your booking retainer.

If you do not arrive for your scheduled appointment, your booking retainer will also be forfeited.

A new booking retainer will be required to reserve another appointment.

Rather than charging multiple cancellation percentages or additional no-show fees, your booking retainer serves as the financial commitment for the time reserved for you.

Members, Pass Holders & Package Holders

Eligible Membership, Serenity Pass, and Package appointments do not require an additional cash booking retainer when an applicable credit or benefit is being used to reserve the appointment.

With at least 48 hours' notice, your appointment can be rescheduled without losing the applicable membership, pass, or package credit.

For appointments canceled or rescheduled with less than 48 hours' notice, including same-day cancellations and no-shows, you may choose to:

1. Forfeit the applicable membership, pass, or package credit, or
2. Pay a 40% late cancellation fee to retain the applicable credit.

Individual memberships, passes, and packages remain subject to their respective terms and conditions.

In-Salon Rebooking

We encourage guests to reserve their next appointment before leaving the salon when they know when they'll need to return.

Standard booking retainers are required for future appointments prebooked in the salon and will be applied toward that future service.

Eligible members, Serenity Pass holders, and package holders do not require an additional cash booking retainer when an applicable credit or benefit is being used to reserve the appointment.

Same-Day Appointments

Same-day appointments may be available when the schedule allows.

Standard booking requirements still apply, including any applicable booking retainer.

The regular cancellation policy also applies regardless of when the appointment was booked. A same-day cancellation or missed appointment will result in the forfeiture of the applicable booking retainer, membership credit, pass credit, or package credit.

Late Arrivals

Please arrive on time and ready for your scheduled service.

Guests arriving 15 minutes or more after their scheduled appointment time may have their service adjusted or shortened when there is enough remaining appointment time to safely and properly complete the service.

If there is not enough time remaining to complete the scheduled service, the appointment will be canceled and treated as a late cancellation.

The applicable booking retainer, membership credit, pass credit, or package credit will be forfeited.

A new booking retainer or eligible credit will be required to reserve another appointment.

Payment Terms

Payments, booking retainers, and eligible appointment charges are processed securely through Vagaro.

If a required payment fails or cannot be processed, payment in advance may be required before future appointments can be reserved.

Booking retainers and payments are non-refundable except where otherwise required by law or expressly stated by Serenity Locs & Curls.

If you have a concern regarding a completed service, please contact us within 3 days of your appointment so we have an opportunity to review and address it.

Why This Policy Matters

Every appointment on our calendar represents dedicated time reserved specifically for you.

Providing at least 48 hours' notice when your plans change gives us an opportunity to offer that time to another guest while allowing your booking retainer or eligible credit to remain with your rescheduled appointment.

Thank you for respecting our time, our schedule, and the care that goes into creating your Serenity experience. 

By booking an appointment with Serenity Locs & Curls, you acknowledge and agree to this policy.