I can’t make it to my appointment. How can I cancel my appointment?

In order to avoid an appointment cancellation fee, we require 24-hour notice. You can cancel your appointment by calling 587-617-6204 - please leave a voicemail if no one is available to take your call. Cancellations within 24-hours of the booked appointment will be subject to a late cancellation fee of 50% of the appointment’s menu price.

I’m running late for my appointment! How can I get the message to my stylist?

We understand life happens and sometimes there are circumstances we simply cannot control. If you will be late for your appointment, we kindly ask that you call to notify us of your late arrival. If Theory is unable to contact you 15 minutes into the appointment, it will be considered a “no-show” and your will forgo your appointment for the next available client who is waiting to book. If you arrive late, we will do our best to adjust your services to suit the remaining time.

What if I can’t make it to my appointment?

In the case of a no-show appointment, the client will be subject to a fee amounting to the base menu price. The client will be required to provide a credit card to secure future appointments. In the case of multiple no-show occurrences, we require subsequent appointments to be paid in full at the time of booking.

While Theory Hair Studio does not offer monetary refunds on services rendered, client satisfaction is always our priority. Therefore, we offer a 7-day window in which, if you are unhappy with your service, we will re-book you to correct it with either your original stylist or another member of our stylist team.

We do not offer refunds, however we will happily exchange any product within 7 days of purchase at the same value, provided the product is more than ¾ full and accompanied with proof-of-purchase.