Our Policies & Procedures

Covid-19 Policies

We require all guests to stay home if feeling sick or have a cough, as we want to limit any transmission of any sickness.

Deposit Required to Book

Paying a $50 deposit is mandatory to reserve your appointment at Urban Curls Boutique. All appointments require a credit card to reserve a booking with Urban Curls Boutique.

When booking over the phone, if unable to give your card information, you might be instructed to follow a link to pay your deposit. Keep in mind your appointment is not reserved until you follow the link and the deposit has been paid. When booking online, a link to pay a mandatory $50 deposit will be sent in your confirmation email, and it is required for all clients to keep their booking.

Urban Curls Boutique app is available in app stores for safe booking.

We would like to advise everyone that we are no longer accepting E-Transfer to secure appointments.

Before Arriving

Your hair must be properly detangled BEFORE arriving at your appointment. If you are having trouble with detangling, please let us know in advance, so that we can allot more time for the service. We require you to send in pictures of what your hair looks like and what you want it to look like when booking your appointments. Send clear pictures to info@urbancurls.ca at least 7 days before your scheduled appointment. Our services are not age or gender-based. We must assess each head of hair individually prior to any possible adjustments. It is required to come with freshly clean, detangled dry hair before all hair colouring appointments. A wash fee will be added otherwise. 

Confirmation, Tardiness, Deposit Refund, and No-shows.

It is mandatory to confirm your attendance by clicking or texting “confirm” on the reminder sent days before your appointment. On it, you also have an option to cancel your appointment and receive a refund for your deposit within 5 business days on your original payment method. If you reschedule, your deposit will be transferred to your new appointment date.

Failure to cancel your appointment before 24 hours of your booked service will result in loss of deposit, and inability to attend after confirming the appointment will result in a charge for the full cost of the missed appointment. A late arrival past 15 minutes will be considered a no-show. Please call in and let us know you will be late.

How Safe Is Phorest Software?

Our management software, “Phorest” does not directly store credit card or payment information, nor does our website. We use Stripe to securely process card transactions. Stripe is one of the world’s biggest online payment platforms and has the highest level of PCI compliance.

Extra Fees

Urban Curls Boutique can reserve the right to adjust the fee for your service based on the length of time that has been required to complete the service. An additional fee starting at $40 per hour may be required if your service extends beyond the allotted time frame.
We currently use a system called SalonScale to fairly price most of our appointments that use a large amount of product, such as color, treatments, etc. Learn more about it here.

Price Increases

WE RAISE OUR PRICES ANNUALLY TO ENSURE THAT OUR TEAM RECEIVES A SMALL RAISE AND IS ABLE TO LIVE AND ENJOY A BALANCED LIFESTYLE.

Workplace & Employee Well-being

The well-being of our employees and clients is very important to us.  We also want to reinforce what everyone on our team and customers can do. Together, let’s ensure we are doing our due diligence for our own safety and that of our team.

In alignment with the Ontario Occupational Health and Safety Act (OHSA), we have a ZERO TOLERANCE POLICY for: Workplace harassment – Workplace violence – Discrimination of any kind – Threatening or abusive language or behavior – Bullying or intimidation. We expect all individuals who enter our salon to treat our staff and other guests with courtesy, dignity, and respect at all times.

Anyone who engages in inappropriate behavior may be asked to leave the premises immediately, and further action may be taken as necessary to ensure a safe and respectful environment.

If you experience or witness any form of misconduct while at our salon, please report it to management immediately. Your concerns will be handled with confidentiality and care. Thank you for helping us maintain a welcoming and professional space for everyone.