Policies & Protocols

Cancellation Policy

To better serve our clients and our staff, we require a minimum 48-hour notice via telephone or email to cancel or change your appointment. We will not respond to cancellations over DMs.
To ensure our cancellation policy is upheld, we require a valid credit card on file or e-transfer deposit taken prior to the appointment. Once the card is on file or the deposit is sent, your appointment will be confirmed over email or text message. All deposits go towards the total cost of the service. 

 

Cancellation policy for appointments 2 hours or less:

  • Cancellations made within 24hours of the said appointment will be charged 50% of the service booked. If there is no credit card or deposit on file you will be charged this fee upon your next appointment
  • Last minute cancellations or no shows will be charged 100% of the total cost of the service.

Cancellation policy for appointments 3 hours or more:

  • Cancellations made within 24hours of the said appointment will be charged 75% of the service booked. If there is no credit card or deposit on file you will be charged this fee upon your next appointment.
  • Last minute cancellations or no shows will be charged 100% of the total cost of the service.

     

    Out of respect for all of our clients and staff, guests arriving 20 minutes after the start time of their appointment may be asked to reschedule and 100% of the total cost of the service will be charged to your credit card. 

    This policy is not intended to harm or offend, it is simply a precaution that protects the stylists and the salon for revenue lost due to last minute cancellations or "no shows". The cancellation policy allows us the time to inform those clients on a waiting list as well as keeping our schedules filled thus better serving everyone.

    Two Horses thanks you for respecting our policy.

    Products and Retail

    We are proud to carry a variety of local and international hair and retail products. We will accept returns for exchange only if the product is unopened and unused. We do not accept returns for cash value or credit. Thanks for understanding!

     

    Satisfaction Policy

    Your total satisfaction with Two Horses is important to us! If you have any questions or concerns about a service you are getting or have received please do not hesitate to reach out to us at info@twohorsesmtl.com or on (438) 383-1565.

    Refunds will not be made for hair services rendered however we will happily make adjustments to the original service within 7 days of your appointment. The adjustments must be booked with the same stylist you received the original service from.

    Freshly cut or coloured hair takes a minute to settle into its new home. We suggest a 7 day trial period for haircuts and colours before asking for adjustments. Requests for haircut or hair colour adjustments must be made within 7 days of the original appointment.  Most corrective colour processes require multiple visits. Colour adjustments do not apply to corrective colour appointments.

    You can't hurt our feelings, we promise! We want you to be happy with your new hair.

    Also...

    We realize that your tastes and hair goals may change over the years. We respect if you would like to change to a different stylist within the salon. No hard feelings! We share our clients within these walls like we share our hair knowledge with each other. Our entire salon continues training and education together as a team and we strongly believe in providing these services to our clients as a team. If for any reason you wish to see a different stylist at Two Horses, we encourage you to do so and can help refer you to another stylist who fits your needs and price point.