CANCELLATION POLICY

Sunset Hill at Dover Point, LLC
The Salon and Barbershop at Sunset Hill All services are by appointment only. All clients We do not accept prepaid cards, unsecured cards, checks, money orders, Venmo, Cash App, or other peer to peer payment apps for appointment reservations or payments. Please make sure the card used to reserve your appointment is active, valid, and secured with available funds. An unsecured card does not guarantee your reserved appointment time. If a card cannot be verified, the appointment may require rescheduling and may require a non-refundable deposit before any future appointment is reserved. Sunset Hill at Dover Point, LLC reserves the right to require deposits, prepayment, or payment in full for new clients, corrective services, multi-service appointments, clients with prior cancellation history, clients with no-show history, after-hours requests, or any appointment requiring extended time on the business calendar. Consultations and client care We are delighted to provide detailed, customized service and client care. Thorough consultations are provided to help assess client needs, hair history, goals, condition, maintenance, and realistic service options. Consultations are required before certain services, including color corrections, major color changes, gray blending, chemical services, multi-service appointments, and new client appointments when needed. Consultation does not guarantee that a requested service will be performed. Service decisions are made at the professional discretion of Sunset Hill at Dover Point, LLC based on hair condition, hair history, safety, time, product needs, and realistic outcome expectations. Client hair history Clients are responsible for providing accurate hair history at every visit. This includes previous salon services, at-home color, box color, lightener, toner, gloss, keratin treatments, smoothing treatments, chemical services, metallic dyes, henna, direct dyes, medications or health changes that may affect hair, and products or treatments used at home or at other businesses. Sunset Hill at Dover Point, LLC has the right to refuse, postpone, modify, or discontinue a service if the client cannot provide accurate hair history or if the condition of the hair makes the service unsafe or unpredictable. Failure to provide accurate hair history can cause unwanted, uneven, unpredictable, or damaging results. Services and products cannot be guaranteed when hair history is incomplete, inaccurate, withheld, or unknown. At no time are hair services, chemical services, color services, or product results guaranteed due to the individual nature of each client’s hair history, hair condition, previous treatments, home care, maintenance, and outside factors beyond the control of Sunset Hill at Dover Point, LLC. Client waiver Clients may be required to sign a waiver prior to receiving certain services. This may include color corrections, chemical services, lightening services, major color changes, corrective work, previously compromised hair, or any service where additional risk is present. Refusal to sign a required waiver may result in refusal of service. Health and safety Our safety, as well as client safety, is a priority. If you are sick, contagious, visibly ill, have symptoms of a contagious infection, or have been advised to avoid close contact with others, please reschedule your appointment. Sunset Hill at Dover Point, LLC reserves the right to refuse or reschedule service if a client appears visibly ill, contagious, unsafe to service, or unable to safely receive a service. Clients receiving chemical services should disclose any known allergies, sensitivities, scalp conditions, recent medical changes, or reactions to products. Patch testing may be recommended or required at professional discretion. Business hours and appointment only policy Sunset Hill at Dover Point, LLC operates by appointment only. Business hours and appointment availability may vary. Posted hours do not guarantee availability. Appointment times are reserved based on service type, time required, professional discretion, and business calendar availability. Appointments requested outside normal business availability, on closed days, after hours, or on holidays are not guaranteed. If Sunset Hill at Dover Point, LLC chooses to offer an appointment outside regular availability, the service may require full prepayment, additional fees, or a premium rate. These appointments are non-refundable unless otherwise stated in writing. Calls, texts, messages, and appointment requests received outside business hours will be returned during the next available business day or when the business schedule allows. Children and guests Children are welcome when they are receiving a service or when they can be safely supervised by the parent or guardian at all times. The shop contains valuable equipment, sharp tools, chemicals, hot tools, products, furniture, business assets, and professional supplies that may pose hazards, especially for children. Children are not permitted to play with, climb on, touch, or handle shop equipment, products, tools, furniture, or business property. Clients, parents, and guardians are financially and legally responsible for any damage, injury, disruption, or liability caused by children or guests they bring into the shop. Sunset Hill at Dover Point, LLC does not provide childcare, supervision, playground services, or entertainment services. Children and guests may not be left unattended at any time. If children or guests create a safety concern, disruption, damage risk, or service interruption, the appointment may need to be rescheduled and may incur cancellation or service fees. Refund policy and service adjustments Sunset Hill at Dover Point, LLC does not issue refunds for services. If you have a question or concern about a service received, please notify the business within one week of the original appointment. The hair must be visually inspected in person before any adjustment decision is made. If an adjustment is appropriate, every reasonable effort may be made to adjust the service with the original stylist within one week of the original service date. Adjustments are offered at the professional discretion of Sunset Hill at Dover Point, LLC and only when the concern is related to the original agreed service. Adjustments are not available for buyer’s remorse, change of heart, choosing a new style and then deciding against it, failure to follow home care instructions, use of outside products, outside services performed elsewhere, inaccurate hair history, unrealistic expectations, or opinions from a spouse, significant other, family member, friend, coworker, or third party who does not like or support the finished look. Sunset Hill at Dover Point, LLC reserves the right to refuse free adjustments when the original service was performed as discussed, when the client changed their mind after completion, when the client failed to provide accurate hair history, or when the client received services or used products elsewhere after the appointment. Theft of services and harmful conduct Sunset Hill at Dover Point, LLC reserves the right to document, report, and pursue action for theft of services, theft of products, theft of service time, chargeback abuse, false claims, manipulation of policies, refusal to pay, intentional nonpayment, fraud, slander, defamation, harassment, threats, or any harmful action taken against the business for personal gain. Service time, professional labor, products used during services, and reserved appointment time are business property and business income. Attempts to receive services, products, service time, or corrections for free through manipulation, intimidation, false claims, chargebacks, or refusal to follow policy are taken seriously. Sunset Hill at Dover Point, LLC reserves the right to involve local authorities, file reports, pursue collections, provide documentation to payment processors, banks, booking platforms, and legal representatives, and take all lawful steps necessary to protect the business. Personal belongings and clothing Sunset Hill at Dover Point, LLC is not responsible for damage to clothing, jewelry, accessories, phones, bags, coats, personal belongings, or items brought into the shop. Clients receiving color, chemical, cutting, waxing, or product-based services are advised not to wear favorite clothing, turtlenecks, collared shirts, light-colored fabrics, expensive items, jewelry, or items of value. Clients may be offered a salon robe, cape, towel, or protective covering. Clients are responsible for remaining properly covered as instructed during service. Clients who remove capes, move around, leave the chair, reach outside protective coverings, or fail to follow service instructions accept responsibility for resulting stains, damage, exposure, or injury. Clients are responsible for dressing appropriately for salon and barbershop services. Gift cards Gift cards are non-refundable and must be used as specified. Gift cards cannot be exchanged for cash unless required by law. Product and tool refund policy Retail products and tools are non-refundable. If a product is faulty, defective, or damaged at purchase, it may be eligible for exchange at the discretion of Sunset Hill at Dover Point, LLC. Used products, opened products, and products purchased elsewhere are not eligible for refund or exchange. Sunset Hill at Dover Point, LLC is not responsible for electrical appliance malfunction, misuse, damage after purchase, improper handling, or failure to follow manufacturer instructions. Clients are responsible for following all warranty and manufacturer guidelines for tools and appliances. Appointment reservations Our time and your time are valuable. All appointments require accurate contact information and may require an active credit card on file. Appointments are reserved service times on the business calendar. Failure to provide accurate contact information, a valid card, required deposit, or required prepayment may result in appointment cancellation, refusal of future booking, or required prepayment for future appointments. Cancellation policy We understand that things can come up. We value your time, and we ask that you value ours as well. All appointments require at least 48 hours’ notice to cancel or reschedule. Appointments canceled or rescheduled with less than 48 hours’ notice may incur a cancellation fee up to 100 percent of the scheduled service total. Missed appointments, no-shows, and cancellation attempts made after the 48-hour window may be charged up to 100 percent of the reserved service total. These fees are non-refundable. Cancellation and no-show fees are not punishment. They protect reserved service time that was removed from the calendar and could not be offered to another client on short notice. No-show policy Any no-show may be charged a late cancellation or no-show fee up to 100 percent of the scheduled service total. Clients with a no-show history may be required to prepay future appointments in full. Prepaid appointments for clients with no-show history may be non-refundable. Late arrival policy Please arrive on time for your appointment. Late arrivals affect the full business schedule and the clients scheduled after you. If you are more than 10 minutes late, your appointment may need to be shortened, modified, or rescheduled. A late arrival may still be charged for the full reserved service time. Clients who repeatedly arrive late may be required to prepay future appointments, may be charged additional fees, or may be refused future booking. If a service must be reduced because of late arrival, the full reserved appointment fee may still apply. Reserved time is the foundation of the business calendar. Rescheduling A minimum of 48 hours’ notice is required to reschedule an appointment without a late cancellation fee. Rescheduling after the 48-hour window requires business approval and may require a new deposit, prepayment, or additional fee. A $25 rescheduling fee may be assessed in addition to the service cost when an appointment is changed after the cancellation window. Clients with repeated rescheduling, late cancellations, or missed appointments may be required to prepay future appointments in full before any additional time is reserved. New clients New clients may be required to complete a phone consultation, online consultation, or in-person consultation before booking. New client appointments, corrective work, color services, chemical services, and extended appointments may require a non-refundable deposit or full prepayment to reserve service time. Right to refuse service Sunset Hill at Dover Point, LLC reserves the right to refuse service, discontinue service, ban a client, remove a client from the premises, or refuse future booking for any reason allowed by law. This includes, but is not limited to, unsafe behavior, harassment, threats, intimidation, inappropriate conduct, being under the influence of drugs or alcohol, theft, refusal to pay, repeated policy violations, chargeback abuse, damaging property, creating a hostile environment, or posing harm to the business, clients, staff, property, or reputation of the business. Sunset Hill at Dover Point, LLC reserves the right to contact law enforcement when necessary. Pricing policy Prices may vary based on hair length, density, condition, product usage, time required, correction needs, and service complexity. For accurate pricing, please request a consultation. Quotes are estimates unless confirmed in writing. Final pricing may change if the service changes, if hair history is incomplete, if additional product or time is required, or if additional work is needed to safely complete the service. Payment policy Payment is due at the time of service unless prepayment was required. Accepted payment methods may include cash, Visa, MasterCard, American Express, Apple Pay, and Google Pay. Card payments may be subject to processing fees or surcharges when allowed by law. We do not accept checks, money orders, prepaid cards, Venmo, Cash App, or other peer to peer payment apps for appointment reservations or service payment unless specifically approved by the business in writing. Non-refundable deposits may be required for new clients, multi-service appointments, corrective services, extended appointments, clients with cancellation history, clients with no-show history, or services requiring significant time and product. We do not offer double discounts. Coupons, promotions, and gift cards must be presented before the service begins. Communication policy Business communication should be handled through the approved business phone number, booking system, or approved business communication method. Please call or text 603-609-8249 during business hours for questions, concerns, and appointment support. Messages will be returned as soon as the business schedule allows. Social media is not an approved method for cancellations, rescheduling, appointment changes, service concerns, or urgent business matters. Messages through social media may be missed and do not replace direct business communication. To cancel or reschedule an appointment, please use the booking system when available or contact the business directly before the 48-hour cancellation window. Cancellations or rescheduling requests sent through social media may not be accepted. All appointments are by appointment only and may require a valid card, deposit, or prepayment to reserve time. Privacy policy Client information is used to provide service, manage appointments, send important messages, process payments, and share business communications when permitted. Sunset Hill at Dover Point, LLC does not sell client information. Client information is not shared with third parties except when necessary for booking, payment processing, business operations, legal compliance, chargeback disputes, collections, safety, or protection of the business. By booking an appointment, the client agrees that they have read, understand, and accept the policies of Sunset Hill at Dover Point, LLC and The Salon and Barbershop at Sunset Hill. Thank you, Sunset Hill at Dover Point, LLC
The Salon and Barbershop at Sunset Hill