FAQ & OUR POLICIES
WHY DOES PRICING ON COLOR VARY?
There is a range for color pricing because there are many variables that affect our cost to perform the service.
One variable is time. Longer, thicker hair takes more time. It takes more individual foils, more brush strokes and more of everything,
which adds to the cost. Special effects and precise pattern placements can also take longer.
Additionally, the more hair you have, the more product we use on it, and hair color is the most expensive cost we incur outside of payroll.
Your service provider will adjust the price to account for the unique requirements of your hair.
First time color guests are recommended to schedule a consultation prior to your appointment day
to assure proper scheduling time and pricing before work begins.
A stylist’s prices are also based on their industry experience and the amount of advanced education they have obtained.
In general, you pay more for experience and advanced training. Feel free to request a stylist in the price range you are comfortable.
WHAT HAPPENS IN I AM A 'NO-SHOW' OR CANCEL THE SAME DAY?
We have a credit card hold for all guests booking a new reservation. As a courtesy to our staff and other guests,
we ask for 48 hours notice on any cancellations or rescheduling that may arise.
If you should cancel or reschedule within 48 hours of your reservation we will charge 25% of your services scheduled.
If you should forget or not show up to your reservation, we will charge 100% of your services scheduled.
If you should arrive late, our staff is not expected to perform all or any of the services you are scheduled for. If we are unable to service you, we may have to cancel your reservation and reschedule you for a later date. Please note that our cancellation policy will apply.
WHAT IS THE DIFFERENCE BETWEEN A TRIM AND A HAIRCUT?
There is no difference between a trim and a haircut.
When asked if you’ll be receiving a haircut with colour, some guests will respond “no, I just need a trim”.
We know you hate to hear this, but a “trim” that removes one quarter inch takes just as long as a haircut that removes ten inches.
Sometimes it takes longer, because of the precision involved in cutting a tiny amount all around.
Bang trims are different. Bang trims really do take just a few minutes and are complimentary after your haircut.
WHAT HAPPENS IF I AM LATE FOR MY RESERVATION?
We appreciate when you arrive on time, but we know that you may run late due to circumstances beyond your control.
If you expect to be late for your appointment, please let us know as soon as possible so we can make any adjustments needed to keep you and your stylist on schedule. Although we try to accommodate late arriving guests, however it’s not always possible to give a late arriving guest their entire appointment time. This may result the need to reschedule, especially if the guest is more than 10-15 minutes late.
Please note that the guest may be charged 50% the cost of your appointment if repeatedly late.
WHAT EXACTLY IS A NEW TALENT SERVICE?
Hilights Salon's New Talent program lets our new stylists get better acquainted
with our guests by offering lower pricing & lower introductory prices on select services.
All New Talent service providers are licensed cosmetologists who have graduated and
completed our advanced, in-salon training programs and are honing their skills.
They provide the same exceptional services as expected, but at a lower price.
The New Talent program is our way of introducing the newest and brightest talents from academies to our guests.
WHY DO DIFFERENT STYLISTS CHARGE DIFFERENT PRICES FOR SERVICES?
Stylist’s prices are based on their industry experience and the amount of advanced education they have obtained.
In general, you pay more for experience and advanced training. Feel free to request a stylist in the price range you are comfortable with.
HOW LONG WILL MY COLOR LAST?
If you use high quality products (shampoos, conditioners, and styling aids) specifically designed for colored hair,
your hair color should last from 4 to 8 weeks, with 5 to 6 being typical.
That’s a big range, but the variance has to do with your tolerance for fading, how often you wash your hair,
how hot the water is and how much you’re in the sun.
It’s a sad but true fact that reds have less longevity because of the unusual shape of the molecule.
Color works by depositing molecules of pigment in your hair shaft and unfortunately they eventually fade.
Water is the main culprit, but if you use inexpensive shampoos with detergents, your hair color will only last one to three weeks.
An inexpensive non-colour safe shampoo can strip out your colour in as little as one washing.
You may think we’re telling you this in order to get you to buy our products, this is not the case,
higher detergent drugstore type shampoos will strip your colour quickly.
Also, conditioners with a high paraffin content will bind to your colour causing fading and damage.
Our stylist along with the high standards of the products used to create beautiful colour, will not only maintain but will enhance the integrity of your hair, resulting in healthier longer lasting colour. This is why it is important to purchase products in our salon recommended by your stylist.
CAN I TRY ANOTHER SERVICE PROVIDER?
Each of our staff understands that as hard as they try, they will not be the right fit for every guest.
Our guest services staff frequently suggests other stylists when the requested one is busy, all of our stylist are okay with that.
You won’t hurt anyone’s feelings when you decide to make a change and in fact, we have guests that rotate who they see, just to mix it up. Sometimes a change is what you need, and we hope that when you do make a change, you make a change of service providers within our salon, and not a change of salons. So choose who you want and don’t worry about it.
Your old stylist will still talk to you, smile at you and most definitely will not be offended.
WHAT SHOULD I DO IF I AM NOT HAPPY?
We do not give refunds, so please tell us. Tell us. Tell us.
You get the idea.
We need to know or we can’t do anything about it. We really go out of our way to make our guests happy and when someone isn’t,
we will do what it takes to correct the situation. You are paying for a service, and we want to make sure you feel that it was worth every penny. Most guests that aren’t happy tend to go away quietly, because they are uncomfortable with expressing their concerns.
Please believe us when we tell you that we consider it a favor when you inform us if your services in any way did not meet your expectations.
We strive to exceed every guests' expectations from the minute you choose our salon.
All of us at Hilights will take your concerns and improve upon them ,but you must please tell us.