Policies and Guidelines
About Our Policies
We assure you that our intention in providing these guidelines is to provide our guests with the safest and most enjoyable experience while upholding a business standard. We hope you understand that we are required to follow local and state licensing laws.
COVID-19 AURA GUEST PREPARATION GUIDE
Please check our Covid-19 Safety page for our new policies to help keep you and our team members safe.
Reservations may be made by phone or online. Depending on the flexibility of your schedule and to ensure your desired date, we recommend making your reservation 1-2 weeks in advance for mid-week appointments and 3-4 weeks in advance for evening and weekend appointments. Reserving your next service prior to leaving the salon will help keep you on a consistent service schedule and, therefore, we highly recommend pre-booking your reservations. You can also pre-book multiple standing reservations to ensure that your appointment time is the same each month until otherwise indicated by the guest. There is no additional cost to reserve standing appointments. For your convenience, you can also request your appointment reservations online.
Deposit for Select Services
A 50% deposit utilizing a credit card may be required for scheduling services of higher value and/or chemical services, such as highlighting, balayage, keratin treatments, and hair extensions. In the event of a cancellation, deposits are refundable unless it falls within our 24-hour cancellation policy. We accept all 4 major credit cards. You may utilize another method of payment upon checkout of your reservation.
For your convenience, we confirm your appointments by text message or phone call 48 hours prior to your reservation. In order to receive text confirmations, you must be opted-in to our text messaging system. You may ask a Guest Care member to opt you in on your next visit if needed. We respectfully remind you that technology cannot always be relied upon and, therefore, it is best to put your appointments in your calendar at the time you make your reservation. A Guest Care member can also provide you with an appointment card to ensure confirmation for your reservation.
Cancellation and No-Show
As a courtesy to other guests and our service providers, if you need to reschedule or cancel your appointment, we require a 24-hour notice prior to your scheduled service. If you No-Call/No-Show any appointment, you will be placed on a deposit status for any future reservations made. In the same regard, if you cancel 2 or more consecutive appointments within less than 24-hour notice, you will be placed on a temporary deposit status for future reservations made. We understand that life happens and we respsect emergency situations; however we ask that you do your best to uphold a 24-hour cancellation notice.
Arrival Time and Late Policy
Kindly arrive on time for your appointment to ensure full service. If you arrive 15 minutes after your scheduled time, we will do everything we can to accommodate you, but please keep in mind you may have to wait and/or will be rescheduled to a different date. Our service providers work on a very timely schedule and as a result, we please ask that you arrive in a timely manner as a courtesy to our professionals and our business.
Aura will happily return products within 30 days of purchase with a valid receipt and/or guest history. We cannot return or exchange any products if you do not have a receipt or accurate guest history. If you purchase a product and find that it is not performing properly for you, our Guest Care team is happy to do a "how to" consultation and make sure you leave with a product that is right for you.
Child Service Policy
We are happy to perform hair services on children at Aura. Our haircuts for children are priced for those under 6 years old. For any child over the age of 6, the cost of a a full mens/womens haircut will be charged according to the service providers discretion. All color services on children under the age of 15 require a consent form to be completed by a parent/guardian. Due to the nature of our guests and availability, we recommend bringing in children for services prior to 12pm. Only select service providers at Aura perform children services and it is recommend to inquire with our Guest Care team prior to requesting reservations for children.
Child Safety Policy
We kindly request that only children receiving services be present in the service area. Older children (12+), capable of sitting quietly and unsupervised, may wait in the provided seating area in the lobby. In the event you must bring a young child into the salon, please provide proper supervision for them in the form of an additional caretaker. Unfortunately, the salon cannot provide childcare services. Also, young children in carriers/strollers may not be placed near the service areas or held in the lap. We love children, and we hope you understand, we cannot assure their safety in our professional environment with sharp instruments, hot syling tools, and chemicals.
To maintain our peaceful atmosphere, we ask that you turn off or silence your cell phone while visiting our shampoo and processing rooms. Talking on the phone during any shampoo service is not permitted. Our guests expect us to maintain a quiet and relaxing environment for everyone and we appreciate your cooperation.
A consultation is required for any guest wishing to receive hair extensions or chemical services, such as keratins and perms. A consultation may be required for higher valued color services, such as highlighting/balayage, color correction/double process, or enlighten/tone, if Guest Care deems in necessary while making your reservation. Consultations ensure that the stylist is able to provide you with the best possible service and results, as well as maintain accuracy in booking. All consultations require a $30 service fee which is applied toward any future reservation that is booked following the consultation.
In the event you are not satisfied with the final results of your hair service, please do not hesitate to inform Guest Care and/or Management within 7 days of your reservation date. Ultimately, your happiness is our primary goal and we strive to reach that goal in the best way possible for both our guests and professionals.
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