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Haven Store Policies Last Updated November 22, 2022

COVID-19 Phased Reopening

Notice of Risk

By participating in services provided by Haven, you acknowledge that you accept all responsibility for the risk you may contract COVID-19. Haven Salon is taking the safety of guests and its staff very seriously by employing new safety and sanitation initiatives.  You acknowledge and agree that Haven Salon cannot guarantee that any of these measures will completely protect you from contracting COVID-19.


In an effort to promote health and safety, Haven Salon will temporarily suspend all financial fees regarding late cancellation of upcoming bookings. If you have been feeling ill or exhibiting symptoms of COVID-19 within the last 14 days, please cancel your appointment at your earliest convenience by managing your booking on our website or emailing us at

Supporting Contact Tracing

All clients must submit a client form online. In this form we will ask for your personal contact details to support Toronto Public Health in the event of a confirmed case requiring contact tracing. Your personal information is protected by our privacy policy. 


It’s very easy to confirm, cancel, or reschedule your appointment. Clients can cancel appointments through our online portal. An email reminder and SMS are sent in advance of the booking time. 


Online Appointment Bookings

Haven Salon offers a seamless experience with online bookings. You can see available staff, open time slots, and choose services when booking online. Your customer profile is kept up to date and you receive appointment confirmations and reminders swiftly through email or SMS! Opt out anytime to eliminate unwanted communications.

Our online booking system requires a valid credit card to be collected to hold the appointment. Appointment charges are not made using this card without express permission from the client. Our cancellation and missed appointment policy will apply to all appointments.  Please see those policies as charges may automatically be applied to the card on file in those situations.

For details on how our partner stores your credit card data, please visit the privacy policy. None of our staff have access to the credit card number on file. Security mechanisms and permissions are used to ensure all personal data is kept confidential and handles with the utmost care.

Easily manage your upcoming appointments online anytime; you can cancel, reschedule, rebook a previous service simply with a click! Please feel free to contact us for assistance by email or text.

Same Day Appointment Bookings

Our online booking system enables same day bookings up to 2 hours in advance of any appointment. If you want to come in right away, please call ahead or step into the store if you’re passing by!

Bookings made on the same day are considered to be confirmed. If you need to make changes please contact us within 1 hour of making the appointment as a courtesy to our staff. The missed appointment policy will be applied.

Late Arrivals

We ask that clients call the salon and notify front desk if they will be late arriving for their scheduled appointment. If we have not been able to contact a client 15 minutes into their appointment, the client will be considered a “missed appointment” and their spot may will reopened and made available for clients wanting to book.  

Clients who arrive late for their appointments may have their services adjusted to fit the remaining time. If this happens, the full cost of the service will still apply.

Missed Appointments

If a client does not show up for their scheduled appointment, they will be subject to pay the 100% of the base menu price as a missed appointment fee. They will also be required to attach a credit card to their file to book future appointments at Haven.

Clients who miss their appointments on more than one occasion must pre-pay, in full, for any services that they would like to schedule.


We understand the need to have a flexible policy that caters to our clients.  In the event that you need to reschedule or cancel your appointment, please do not hesitate to inform us as soon as possible. Our staff will work with you to find a more suitable time for you to come for a visit.

We kindly require a minimum of 24 hour notice for any cancellation to an upcoming booking. Late cancellations will be charged a 100% of the base menu price as a cancellation fee.

It’s very easy to confirm, cancel, or reschedule your appointment. Clients can cancel appointments through our online portal, by calling the salon and speaking with the front desk, or by leaving a voicemail or sending an SMS (local carrier charges may apply).  An email reminder and SMS is sent in advance of the booking time. Just click the “Confirm” button or reply with “C” via SMS. Local carrier charges may apply.

Returns and Exchange


At Haven, the quality of our services is of the utmost importance to us.  If you feel that your last visit was not completed to your satisfaction, please do come in and let us know.  

We do have a 7-day policy in place on services in which a client can come back and have corrections made or receive salon credit on technical errors.

Colour services come with full consultations to ensure a clear understanding of expected results based on your hair colour and texture. In order to provide the highest quality colour services, our salon lighting is calibrated to a high colour reproduction CRI95 and balance colour temperature to provide a more accurate representation of colours.

There are no refunds on services.  Please feel free to contact us about any questions or concerns by email or phone.


Haven will gladly exchange or refund items within 30 days of purchase with an original receipt. Items must be in their original state, unopened, unused, and must have all labels attached.

All returned merchandise will be refunded in the original form of payment. Returned merchandise that was originally paid for by alternate tenders other than cash, debit, or credit card will receive an exchange or refund in the form of store credit onto a Haven Gift Card. Cash will not be issued.

To protect our customers from fraudulent activity, Haven reserves the right to request valid photo ID for the purposes of validating customer information when processing a return or exchange.  

Final Sale Merchandise

No refunds, credits, or exchanges on the following:

  • Any items ending in $0.87 or $0.98
  • Any sale item included in an additional percentage off promotion.
  • Any item provided as part of a combination promotion of services and merchandise
  • Gift cards


All new clients are required to sign our policies waiver on their first visit to the salon. Clients may also be required to fill out additional waivers, such as a chemical waiver before undergoing hair colour or lightening, or a consultation which details the agreed upon services between a stylist and their client.

Our front desk, stylists, or technicians will be able to go through the waiver with their client and answer any inquiries before beginning service. Refusal to sign required waivers will result in the salon being unable to complete those specific services for that client.

Please feel free to contact us about any questions or concerns.