Santal Policies

We believe every guest experience should feel exceptional—from the moment you book to the moment you leave glowing. These policies help us honor your time, our artistry, and the transformative energy of Santal.

Cancellation & No-Show Policy

When you reserve an appointment at Santal, that time is set aside exclusively for you. We kindly request a minimum of 24 hours' notice for any cancellations or rescheduling.

  • Cancellations within 24 hours or no-shows may incur a 50% charge of the scheduled service.

  • This fee will be charged to the card on file.

  • Frequent late cancellations or no-shows may result in a pause on future bookings.

We deeply value your time, our team’s livelihood, and the opportunity to offer your spot to another guest when needed.

Running Late Policy

At Santal, we honor your time and the sacred flow of every guest’s experience. These policies ensure we maintain the elevated energy and rhythm of the salon for everyone.

If we are running behind:

We believe your time is valuable, and we want to make it right.

  • 15–30 minutes late (with notice): You’ll receive a complimentary gift.

  • 15–30 minutes late (without notice): You’ll receive a 25% discount.

  • Over 30 minutes late (with notice): You’ll receive a 25% discount.

  • Over 30 minutes late (without notice): Your service will be fully comped.

If you are running late:

We get it, life happens. We’ll always do our best to accommodate, but our timing must remain intentional to protect the experience of every guest.

  • Up to 15 minutes late: We will still perform your service, but may need to forgo rituals, styling, or add-ons to stay on schedule.

  • Over 15 minutes late: Your appointment will need to be automatically rescheduled, and may be subject to a cancellation fee.

Appointment Confirmations

  • Appointment confirmations are sent 24–48 hours in advance via text or email.

  • Please double-check the details and contact us promptly if adjustments are needed.

Redo & Refund Policy

Your satisfaction is our priority. If your result isn’t quite what you envisioned, let’s talk—transformation is a process, and we’re here for it.

Service Redos

  • Please notify us within 14 days if you're unhappy with your service.

  • We’ll schedule a complimentary redo with your original stylist or another Santal professional.

  • Redos must be based on the original consultation—not a change of preference.

Refunds

  • Refunds are rare but will be considered after a consultation with salon management.

  • We do not offer refunds for services corrected elsewhere or altered after your visit.

Product Return & Exchange Policy

We hope you love every product you take home. If something’s not quite right, we’ve got you.

Eligible Returns & Exchanges

  • Returns accepted within 30 days in original packaging and with 50% or more remaining.

  • Refunds issued to original payment method or store credit if unavailable.

  • We do not accept returns for items purchased via Aveda.com—please process directly with them.

Not Returnable

  • Opened tools, brushes, or personal care items

  • Used products with less than 50% remaining

  • Gift cards, promotional items, or third-party purchases

Damaged or Defective Items

  • Please notify us within 7 days of purchase for a full refund or exchange.

Booking & Payment Policy

  • A credit/debit card is required to reserve all online reservations.

  • Your card will be charged for a deposit

  • We accept all major forms of payment, including contactless and mobile.

Children & Additional Guests Policy

To preserve the serenity of our space:

  • We kindly ask that only those receiving services join us on the salon floor.

  • Children under 12 are not permitted in the salon unless they are accompanying an adult and can remain calmly seated in the lounge area.

  • We do not offer services for children, and all appointments are designed for adult guests.

  • Please arrange childcare prior to your visit to ensure the most relaxing and focused experience for you and others.

Gift Card Policy

  • Gift cards are available digitally and in-salon.

  • Non-refundable and may be used for services or products, but not redeemable for cash.

  • Lost or stolen cards cannot be replaced without proof of purchase.

A Note from Santal

We’re all about creating aligned, intentional beauty experiences. These policies are part of how we honor the energy, time, and effort that goes into every guest transformation.

Have questions? Just ask—we’re here to make things clear, easy, and beautiful.