Haven Store Policies Last Updated April 21, 2026
Income Protection Policy
A minimum of 24 hours’ notice is required to cancel or reschedule an upcoming appointment. You can manage your booking online through our system or by contacting us directly. Please be advised that late cancellations, late reschedules, and missed appointments with less than 24 hours’ notice will be required to cover the full price of the booking as part of our Income Protection Policy.
A credit card on file is required to secure all bookings and will be charged accordingly if this policy is not upheld. We charge the full service value because last-minute changes leave little to no time to rebook your reserved time, which directly impacts our team members’ personal income and limits availability for other clients.
Thank you for respecting our teams time and commitment. Our full Income Protection Policy is available for review on our website.”
Appointments
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 text! Opt out anytime to eliminate unwanted communications.
Our online booking system requires a valid credit card to be collected to hold the appointment. Our Income Protection 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 60 minutes 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 income protection 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, it directly prevents our team from serving others and results in a total loss of income for that time block. Under our Income Protection Policy, no-shows will be charged 100% of the service price to the credit card on file.
Clients who miss their appointments on more than one occasion must pre-pay, in full, for any services that they would like to schedule.
Cancellations
We strive to provide a professional environment that respects the time of both our clients and our team. If you need to reschedule or cancel your appointment, please inform us as soon as possible so our staff can assist in finding a more suitable time for your visit. We require a minimum of 24 hours’ notice for any changes to an upcoming booking. Late cancellations or reschedules fall under our Income Protection Policy and will be charged 100% of the service price to the credit card on file.
Managing your appointment is simple: you can cancel or reschedule through our online portal, by calling the salon, or by leaving a voicemail or sending us a text. As a courtesy, an email and text reminder are sent 24 hours in advance of your booking.
Returns and Exchange
Services
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 adjustments made.
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.
Merchandise
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 sale item included in an additional percentage off promotion.
- Any item provided as part of a combination promotion of services and merchandise
- Gift cards
Waivers
All new clients are required to sign our Client Form 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.