Appointment Policy

Identity Policy

At Identity, our team members operate as independent professionals. While services are non-refundable, your satisfaction is our priority. We offer detailed consultations before every service to ensure we are aligned with your goals. If you are ever less than satisfied with your experience, please reach out to your specific provider; they will be happy to discuss adjustments to ensure the outcome meets our high standards. 

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24 Hour Notice of Cancellation 

We kindly request at least 24 hours' notice for any appointment changes or cancellations. Appointments adjusted within this 24-hour window may incur a fee of up to 100% of the scheduled service cost, applied at the discretion of your stylist. To ensure seamless scheduling, guests with frequent cancellations may be required to maintain a credit card on file for future bookings. As a courtesy, our system provides automated reminders via text and email; please notify us as soon as possible if you need to adjust your visit.  

 

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Missed Appointments

We understand that unforeseen circumstances may occasionally result in a late arrival. To ensure we remain on schedule for all guests, appointments may need to be modified. If you arrive late, your service will be adjusted to fit the remaining time allotted for your visit. Please note that the full cost of the original service will still apply.

Arrivals exceeding 15 minutes past the scheduled start time may require rescheduling. In such cases, a rebooking fee equal to 100% of the service total must be settled before a new appointment can be secured.

​In the event of a missed appointment or "no-show," the guest is responsible for 100% of the scheduled service fees. Please note that any outstanding cancellation balances must be settled in full prior to scheduling your next visit. We appreciate your understanding in helping us respect our stylists' dedicated time.