Cancellation & No-Show Policy
We value your business and ask that you respect our scheduling policies. When you book an appointment, that time is reserved exclusively for you.
Cancellation Notice: We kindly request at least 24 hours’ notice for any cancellations or rescheduling to allow us to offer the time to other clients.
Late Cancellations: Cancellations with less than 24 hours’ notice will incur a fee equal to 50% of the scheduled service.
No-Shows: Failure to not show up without notification will result in a charge of 100% of the service cost.
Late Arrivals: If you are more than 10 minutes late, your appointment may need to be shortened or rescheduled.
Exceptions: Please contact us immediately if an urgent situation arises, as exceptions may be considered on a case-by-case basis.
Gratuity Policy
Gratuity is not included in the price of services and is entirely at your discretion. To ensure our technicians receive 100% of their gratuity, we accept tips in the form of cash or Venmo directly to the service provider. For your convenience, QR codes and usernames for each service provider’s Venmo are available at the tipping station. Each team member has their own secure, personal tip mailbox for cash tips. We do not accept gratuity on credit card purchases.
Our Guest & Children Policy
Due to limited space and safety regulations (chemicals, hot tools), our salon is unable to accommodate extra guests or children who are not receiving services in the salon and spa area.
If you bring children or guests with you, they must remain in the designated reception area. To ensure a relaxing experience for all, we kindly ask that you make childcare arrangements prior to your visit. Thank you for your understanding and cooperation!
Cell Phone and Electronic Device Policy
To ensure a relaxing, peaceful, and uninterrupted experience for all our guests, Pagavé Salon and Spa maintains a “Quiet Environment” policy. We kindly ask that all cellular phones and electronic devices be set to silent or vibrate mode upon entering the salon.
Calls: If you need to make or take a call, we kindly request that you step outside.
Audio/Video: Please use headphones for music, videos, or games.
Speakerphone/FaceTime: Use of speakerphone, FaceTime, or video conferencing is strictly prohibited in the salon and spa.
Online Booking & Cancellation Policy
To ensure the best possible experience for all our guests, please review our booking guidelines below.
1. Service Availability
To ensure you receive the dedicated time and expertise your transformation requires, please note that selected services and stylists are not available for online booking due to their technical complexity and varying duration.
If you do not see your desired service or stylist: Please call us directly at (302) 765-0134 so we can personally assist with your scheduling.
For all other services: You may [Book Online Here]. We can’t wait to see you in the chair!
2. Deposit Requirement
To secure your appointment, a non-refundable deposit of 50% of the service total is required at the time of scheduling.
This deposit will be applied directly toward your final bill on the day of your service.
3. Rescheduling & Cancellations
We understand that life happens; however, we require a minimum of 24 hours’ notice for any changes to your appointment.
More than 24 Hours’ Notice: Your deposit is fully transferable to a future date if you choose to reschedule.
Less than 24 Hours’ Notice (or No-Show): Cancellations made with less than 24 hours’ notice will result in the forfeiture of your deposit. This policy allows us to compensate our stylists for their time.
Wi-Fi
We know you like to stay connected, which is why we provide complimentary high-speed Wi-Fi. You can find the network name and password in our waiting area and color stations.
Retail & Product Policy
We want you to love your new products! If a retail product is not performing as expected, we are happy to accept returns of professional products for an exchange or store credit within 14 days of purchase. Please note, we do not offer cash back or refunds to the original payment method.
Can I return an opened product?
Yes. We understand that it can take a few tries to know if a product is right for you. We will accept open products for exchange or store credit if they are returned within 14 days and have no more than 25% of the product used.
Can I return boutique items or hair accessories?
All boutique items and accessories are final sale and cannot be returned or exchanged.
How do I get my store credit?
Please bring the product and your receipt (or proof of purchase within our system) to the front desk. Our team will verify the usage and issue a credit to your account to be used on future product purchases.
Salon Service Satisfaction Policy
1. Our Commitment
Your satisfaction is our highest priority. We want you to love your new look. We strive to provide the best service possible, but we understand that sometimes adjustments are needed.
2. The Adjustment Period (Redo Policy)
If you are unhappy with your service, please contact the salon within 3 to 7 days of your appointment.
We will happily schedule a “re-do” appointment to adjust the service at no additional cost to you.
These appointments are for adjustments to the original agreed-upon consultation only.
The service will be performed by the same stylist who provided the initial service.
3. Limitations
No Monetary Refunds: We do not issue cash refunds for services rendered.
Alternative Stylist: If you prefer to see a different stylist for the adjustment, we can arrange this, but management must approve it.
Changes to Initial Request: If you decide you want a completely different look, color, or style from what was discussed in your original consultation, this will be considered a new service and charged accordingly.
Product Usage: If you chose not to purchase the recommended professional aftercare products, we cannot guarantee your service, and a re-do may not be covered.
External Adjustments: If you have had your hair adjusted by another salon or attempted a DIY fix at home, we cannot offer a complimentary re-do.
4. How to Request an Adjustment
Please email PagaveSalon@comcast.net or call (302) 765-0134 with a description of your concerns, along with photos if possible. We will review your request and get back to you.
Right to Refuse Service Policy
At Pagavé Salon and Spa, we strive to provide a safe, respectful, and high-quality experience for all guests and staff. To maintain this environment, we reserve the right to refuse service or ask a guest to leave in the following circumstances:
Disrespectful or Aggressive Behavior: We have a zero-tolerance policy for verbal abuse, threats, harassment, or any behavior that makes our team or other guests feel unsafe or uncomfortable.
Health and Safety Concerns: Service may be refused if a guest has an active infection, lice, open wounds, or a contagious illness that could compromise the safety of others.
Intoxication: For your safety and the quality of your results, we will not perform services on guests who appear to be under the influence of alcohol or drugs.
Unrealistic Service Goals: If a requested service is likely to cause significant damage to your hair/skin or if we cannot confidently achieve your desired result, we may decline the service and suggest a safer alternative.
Repeated Policy Violations: This includes multiple “no-shows,” habitual late cancellations (less than 24 hours’ notice), or consistent failure to pay for services rendered.
Safety of Minors: We reserve the right to refuse service to unattended children or in situations where the salon environment is not safe for a child.
Important Legal Note:
In accordance with federal and local laws, we never refuse service based on race, religion, gender, disability, or sexual orientation. Our refusals are strictly based on behavior, safety, and professional feasibility.
Inclusion & Belonging Policy
At Pagavé Salon and Spa, our mission is to ensure every individual who walks through our doors feels seen, safe, and celebrated. We believe beauty has no boundaries and are committed to maintaining a space that is free from discrimination and full of respect.
Accessibility & Accommodations
We strive to make our salon physically and sensory-accessible:
Physical Access: Our space includes ramps for wheelchair users. We offer on-demand ramp access for their parking lot entrance. Clients requiring assistance should call (302) 765-0134 upon arrival so a staff member can set up the ramp immediately
Zero Tolerance for Discrimination
We maintain a zero-tolerance policy for harassment or discrimination of any kind—whether based on race, ethnicity, religion, age, disability, sexual orientation, or gender identity. This applies to our staff, our vendors, and our clients alike to ensure a safe sanctuary for everyone.
Recovery-Friendly Commitment
We are proud to be a Recovery Friendly space. We recognize that substance use disorder (SUD) and mental health challenges are part of many people’s lives, and we view recovery as a sign of strength, resilience, and grit.
Stigma-Free Culture: We use person-first language (e.g., “person in recovery” rather than stigmatizing labels) to ensure everyone feels respected and understood.
Supportive Environment: We provide a safe, empathetic environment where employees and clients can be open about their needs without fear of judgment or discrimination.
Alcohol-Free Celebrations: To ensure all team members and guests feel included, our salon-hosted events and celebrations prioritize non-alcoholic options and wellness-focused activities.
Flexible Accommodations: For our staff, we offer recovery-informed support, including flexible scheduling for those attending support meetings or treatment.
Confidentiality: We maintain the highest standards of privacy regarding any individual’s recovery status or health information.