Client & Salon Policies

1. Appointments & Booking

Appointments may be scheduled online, by telephone, text message, in person or through an authorized booking platform.

Clients are responsible for providing accurate contact information.

Appointment confirmations and reminders are provided as a courtesy. Failure to receive a reminder does not waive the cancellation or no-show policy.

2. Mandatory Check-In & Consent

Every client must be properly checked in before receiving a service, regardless of whether there is a wait.

Clients may be required to complete or update:

• Client information;
• Health history;
• Consent and waiver forms;
• Service-specific consent forms;
• Contraindication information; and
• Other acknowledgments reasonably required for the service.

Arch 2 Arch may decline or postpone a service until required information and consent forms are completed.

General client consent may remain effective for up to one year; however, clients are responsible for advising Arch 2 Arch of any changes to their health, medications, allergies, pregnancy status, skin condition or other relevant information before every service.

Certain services may require additional or separate consent regardless of when the general consent form was signed.

3. Cancellations & Rescheduling

We understand that plans can change.

Appointments must be canceled or rescheduled at least 24 hours before the scheduled appointment time.

Clients should use the cancellation or rescheduling method provided by the applicable location or booking platform.

A cancellation or rescheduling request is considered received when it is successfully submitted to or acknowledged by Arch 2 Arch or its authorized booking system.

Late Cancellation or Late Rescheduling

Appointments canceled or rescheduled less than 24 hours before the scheduled appointment may be subject to a fee of up to 25% of the regular scheduled service price.

No-Show

Failure to appear for a scheduled appointment without proper cancellation may result in a fee of up to 50% of the regular scheduled service price.

Clients with repeated late cancellations or no-shows may be required to provide a card on file, deposit or prepayment before booking future appointments.

4. Card-on-File & Payment Authorization

When a credit or debit card is required to reserve an appointment, payment information may be securely maintained by our booking or payment-processing provider.

By providing a payment method and completing the booking process, the client authorizes applicable charges that were disclosed during booking, including:

• Booking deposits;
• Late-cancellation fees;
• No-show fees; and
• Authorized service charges.

No cancellation or no-show fee will intentionally be charged when the missed appointment resulted from an error by Arch 2 Arch.

5. Prepaid Services & Packages

Purchased Arch 2 Arch service packages do not expire.

Unless otherwise specifically disclosed:

• Packages have no cash value.
• Packages cannot be exchanged for cash.
• Packages cannot be combined with another discount or promotion unless specifically permitted.
• Packages may be subject to transfer or location restrictions.
• Package pricing applies only to the services included in the package.
• A specific technician or employee is not guaranteed.

Booking Appointments Using a Package

• Clients with an existing package should normally book the appointment as the applicable regular service.
• The package session will be redeemed after the service has actually been performed.
• A package session is not considered used simply because an appointment was scheduled.
• If a client late-cancels or no-shows, the applicable cancellation or no-show fee may be based on the regular price of the scheduled service.
• The package session itself will generally remain available because the service was not performed.

6. Late Arrivals

Clients should arrive on time.

Late arrival may reduce the time available for the service.

Depending on how late a client arrives, Arch 2 Arch may:

• Shorten the service when safe and practical;
• Modify the service;
• Reschedule the appointment; or
• Treat the appointment as a late cancellation when there is insufficient time to safely perform the service.

Arch 2 Arch will make reasonable efforts to accommodate clients without delaying later appointments.

7. Service Satisfaction & Adjustment Policy

Our goal is for every client to be satisfied with their service.

Beauty, cosmetic and aesthetic services may produce different results from one individual to another. Arch 2 Arch does not guarantee a specific cosmetic result, appearance or duration unless expressly stated in writing.

If you have a concern with your service, please notify us during the service whenever possible.

If you notice a concern after leaving the salon, please contact us within 24 hours of the completed service.

Arch 2 Arch will review the circumstances and, when appropriate, may provide:

• A correction or adjustment;
• A complimentary redo;
• A partial or full account credit toward a future service; or
• In limited circumstances, a partial or full refund.

Cash or card refunds for completed services are not normally provided.

In most appropriate situations, Arch 2 Arch will first attempt to correct the service or provide an account credit.

Any refund is considered individually based on the circumstances and is subject to management review, except where a refund or other remedy is required by applicable law.

Change of mind, personal preference after a properly completed service, or failure to follow aftercare instructions does not automatically qualify for a refund.

8. Health History & Client Responsibility

Clients must inform their service provider of information that could reasonably affect the safety or outcome of a service, including relevant:

• Allergies;
• Sensitivities;
• Medications;
• Pregnancy;
• Skin conditions;
• Injuries;
• Recent procedures;
• Medical conditions;
• Prescription or topical products; and
• Previous reactions to similar services or products.

Clients are responsible for providing truthful and complete information.

If you experience unusual pain, burning, dizziness, difficulty breathing, significant discomfort or another unexpected reaction during a service, notify your technician immediately.

Arch 2 Arch may postpone, modify or refuse a service when reasonably necessary for client or employee safety.

Beauty and aesthetic services provided by Arch 2 Arch are not intended to diagnose or treat medical conditions unless a particular service is lawfully provided under appropriate medical supervision.

9. Patch Testing & Product Sensitivity

Patch testing is not routinely offered at every Arch 2 Arch location and availability may depend on the location, product and service.

Depending on the product, service, client history, manufacturer’s instructions or applicable law, Arch 2 Arch may:

• Recommend a patch test;
• Require a patch test;
• Offer a patch test when available; or
• Postpone or decline a service when appropriate.

Where applicable law or required manufacturer instructions require testing before a service, those requirements will be followed.

A successful patch test does not guarantee that a client will never experience an allergic reaction, irritation or sensitivity.

Clients with known allergies, previous reactions or significant sensitivities should inform the technician before the service begins and may contact the location in advance to ask whether patch testing is available.

10. Service-Specific Consent

Certain services have additional risks, contraindications, preparation instructions and aftercare requirements.

Arch 2 Arch may require separate informed consent for particular services.

The technician may modify, postpone or discontinue a service if continuing the service could reasonably create a safety concern.

11. Minors

Clients under 18 may require consent from a parent or legal guardian depending on the service and applicable law.

Certain services may have higher age requirements or may not be offered to minors.

Arch 2 Arch may require:

• Client identification;
• Parent or guardian identification;
• Written parental or guardian consent; and/or
• A parent or guardian to remain present.

Arch 2 Arch reserves the right to decline a service to a minor for safety, licensing or legal reasons.

12. Children in the Salon

Children who are not receiving a service should not be left unattended.

Employees performing services cannot supervise children.

If a child accompanies a client, the client should arrange appropriate supervision.

An appointment may need to be rescheduled if a child’s presence creates a safety concern or significantly disrupts salon operations.

13. Client Conduct & Right to Refuse Service

Arch 2 Arch reserves the right to refuse, discontinue or reschedule service when reasonably necessary, including circumstances involving:

• Threatening or abusive conduct;
• Harassment;
• Discriminatory behavior;
• Sexual or inappropriate comments or behavior;
• Intoxication or apparent impairment;
• Unsafe or unsanitary behavior;
• Suspected contagious illness or infection;
• A health condition making the requested service unsafe;
• Fraud or suspected fraud;
• Nonpayment;
• Repeated violation of salon policies; or
• Conduct threatening the safety, dignity or comfort of clients or employees.

This policy will be administered consistent with applicable anti-discrimination and disability laws.

14. Illness & Contagious Conditions

Clients should reschedule if they have a contagious illness or condition that could expose employees or other clients.

Arch 2 Arch may postpone a service involving an apparent infection, open wound, contagious condition or other health concern affecting the treatment area.

15. Pets & Service Animals

Pets are not permitted inside the salon for sanitation and safety reasons.

Service animals assisting individuals with disabilities are permitted as required by law.

16. Mobile Phones, Photography & Recording

Clients are asked to limit phone use when it interferes with the technician’s ability to safely perform a service.

Clients may not photograph, video-record or audio-record another client without permission.

Recording employees or treatment areas may be restricted when recording interferes with privacy, safety or service performance.

Arch 2 Arch may maintain security cameras in designated areas for security, loss prevention, safety and documentation where permitted by law.

Client photographs or videos used for advertising or social media will require appropriate permission when the client can be identified.

Marketing/photo consent is voluntary and separate from consent to receive salon services.

17. Personal Belongings

Clients are responsible for their personal belongings.

Please keep jewelry, phones, purses and other valuables with you.

To the extent permitted by law, Arch 2 Arch is not responsible for lost, misplaced, stolen or damaged personal belongings unless liability cannot legally be excluded.

18. Pricing

Prices are subject to change.

The price disclosed and accepted at the time of purchase or service generally applies to that transaction unless there is an obvious error or another price is agreed upon before service begins.

Additional services requested by the client may result in additional charges.

Applicable taxes will be charged where required.

19. Payment Methods

Arch 2 Arch locations may accept:

• Major credit and debit cards;
• Cash;
• Eligible gift cards; and
• Other approved payment methods displayed by the location.

Personal checks are not accepted.

Government-issued identification may be requested when reasonably necessary to verify a transaction or prevent fraud.

20. Completed Service Refunds

Completed services are generally non-refundable because the technician’s time, supplies and service cannot be returned once provided.

Clients should follow the Service Satisfaction & Adjustment Policy if they experience a concern.

Arch 2 Arch generally attempts to resolve an eligible service concern through:

• Correction or redo;
• Account credit toward a future service; or
• Refund in limited circumstances approved after management review.

Nothing in this policy removes consumer rights that cannot legally be waived.

21. Retail Products

Opened or used cosmetics, skincare, beauty or personal-care products are generally not returnable for health, hygiene and sanitation reasons.

If an item is defective or Arch 2 Arch provided the wrong item, contact the purchasing location promptly with proof of purchase.

Any required remedies under applicable law will be honored.

22. Gift Cards

Purchased Gift Cards

Gift cards purchased from Arch 2 Arch may be used only toward regularly priced eligible salon services.

Gift cards:

• Cannot be used to purchase packages;
• Cannot be used to purchase retail products;
• Cannot be used toward specially priced services;
• Cannot be used with coupons;
• Cannot be used with promotional offers;
• Cannot be used with discounted services;
• Cannot normally be combined with another promotion or discount;
• Have no cash value except where required by law; and
• Cannot be used to purchase another gift card.

Location restrictions disclosed when the gift card is purchased also apply.

A purchased gift card’s underlying value will remain valid for at least the period required by applicable federal and state law.

All purchased gift-card sales are final except where applicable law requires otherwise.

Additional funds cannot be added to an existing gift card unless Arch 2 Arch specifically permits the transaction.

Lost or stolen gift cards should be reported promptly. Replacement may depend upon whether Arch 2 Arch can reasonably verify the original purchase and remaining balance.

Promotional or Complimentary Certificates

A promotional, complimentary, bonus or giveaway certificate provided without the customer paying for the certificate’s stated promotional value may expire one year from its date of issue, where permitted by applicable law.

The expiration date and restrictions will be disclosed on or with the promotional certificate.

23. Coupons, Promotions & Loyalty Rewards

Unless specifically stated otherwise:

• Only one coupon, promotion, discount or loyalty reward may be used per transaction.
• Discounts cannot be stacked.
• Promotions have no cash value.
• Promotions apply only to qualifying products or services.
• Expiration dates and exclusions stated on the promotion apply.
• Promotional pricing cannot be applied retroactively.
• Loyalty rewards cannot be combined with another discount unless specifically permitted.
• Gift cards cannot be used toward promotional or specially priced services.
• The specific written terms of an offer control if they differ from these general promotional policies.

24. Payment Questions, Disputes & Chargebacks

If you believe there is an incorrect or unauthorized charge, service issue, duplicate transaction or other payment concern, we strongly encourage you to give Arch 2 Arch an opportunity to investigate the matter.

A member of our team will review the information and respond as soon as reasonably possible.

If a payment dispute or chargeback is filed, Arch 2 Arch may provide relevant documentation to the payment processor, card issuer, financial institution or dispute-resolution provider, including where appropriate:

• Receipts;
• Appointment records;
• Check-in records;
• Signed consent forms;
• Policy acknowledgments;
• Service records;
• Communications;
• Cancellation/no-show records; and
• Other documentation reasonably related to the transaction.

Nothing in this policy prevents a client from exercising legitimate rights available through their financial institution or applicable law.

25. Client Information & Privacy

Arch 2 Arch collects information reasonably necessary to:

• Schedule appointments;
• Check clients in;
• Provide services;
• Maintain client histories;
• Process transactions;
• Communicate with clients;
• Prevent fraud;
• Manage promotions;
• Protect clients and employees; and
• Operate and improve our business.

Information may be handled by service providers assisting Arch 2 Arch with booking, payments, communications, hosting, analytics, marketing and business administration.

For additional information, please review the separate Arch 2 Arch Privacy Policy.

26. Text Messages & Electronic Communications

Clients may receive transactional communications related to appointments, receipts, account activity and customer service.

Marketing messages will be sent subject to applicable consent requirements.

Consent to receive promotional text messages is not required as a condition of purchasing ordinary Arch 2 Arch services.

Clients may use the applicable opt-out instructions provided in promotional messages, including replying STOP where supported.

Message and data rates may apply.

27. Accessibility & Accommodations

Arch 2 Arch will consider reasonable accommodations for clients with disabilities consistent with applicable law, safety requirements and the nature of the requested service.

28. Fraud & Misuse

Arch 2 Arch reserves the right to investigate and reject transactions involving suspected:

• Fraud;
• Theft;
• Unauthorized duplication;
• Coupon manipulation;
• Gift-card manipulation;
• Payment misuse; or
• Other improper activity.

Reasonable identification or proof of purchase may be requested.

29. Policy Changes

Arch 2 Arch may update these policies periodically.

Material policy changes generally apply prospectively to future transactions after the effective date unless applicable law or previously agreed transaction terms provide otherwise.

Clients may be asked to acknowledge an updated policy when significant changes are made.

30. Applicable Law

These policies apply only to the extent permitted by applicable federal, state and local law.

If a policy provision conflicts with a law that cannot legally be waived, applicable law controls and the remaining provisions remain effective to the extent permitted.

31. Questions or Concerns

For any question, concern or customer-service matter involving Arch 2 Arch, please call:

For transaction or payment disputes, please follow the text-message instructions contained in the Payment Questions, Disputes & Chargebacks section above.