FAQs

Always make an appointment in advance and arrive on time. We understand that unforeseen circumstances may arise and you may need to cancel or reschedule your appointment, kindly notify us at least 24-48 hours in advance. Last minute cancellations can affect clients who may have wanted that appointment prior.

Your appointments are specifically customized for you and ask that if you must cancel or reschedule any appointment, you please provide us with a 24 hour notice. This way our team of professionals will be able to adjust their schedules accordingly and may be able to accommodate other guests on our waiting list. We do of course understand that unavoidable issues come up and will do our best to work with you in case of an emergency. However, if last minute cancellations or no shows become frequent, you will be charged a cancellation fee of $25.

We make every effort to accommodate late guests, running behind, stuck in traffic etc. It happens we know. However, your tardiness can affect the remainder of our stylist day by delaying their remaining guests who come in on time. For this reason, we allow a grace period of 15 minutes, after 15 minutes the appointment may be cancelled or you may have to forgo a portion of the appointment.

Our Mission at Mosaic Hair Group is to deliver personalized customer experience. By providing our guests with a consultation, it is the foundation in setting the tone for the experience, gives the client confidence and a sense of direction on both ends. By asking specific questions, understanding the hair texture, hair care regime and the client’s lifestyle helps determine the best solution that will ultimately create the best hair experience.

If a guest is not satisfied with their service, they may let the salon operations advisor know within 48 hours of the service. A complimentary re-do or alternative solution will be offered at the Salon Operations Advisor discretion. We do not issue refunds for any services provided. Due to the high volume of services, we do not provide re-dos on Thursday, Friday or Saturday. We will do our best to accommodate your request and always ensure you will leave completely satisfied.

Due to the extensive amount of time that these services require, a 50% deposit from the guest is required when the appointment is booked. The amount is put towards the balance of the guest’ service. In the event of a missed appointment or less than 24 hour cancellation notice, the deposit will not be refunded.

We accept Cash, Debit, Visa and Mastercard. Mosaic Hair Group Gift cards can also be purchased at any denomination. They do not have an expiry and can also be transferrable.

Clearly communicate your preferences, expectations and any concerns about your stylist. They are there to make sure you leave happy and beautiful!
Avoid unnecessary personal conversations on the speaker phone or with other clients at the salon. Keeps your conversations at a volume that does not disrupt others
If you bring children or guests, make sure they also adhere to salon etiquette. Unruly or noisy guests can disrupt the salons atmosphere. Children and gusts MUST stay in the reception area.
Late cancellations and no-shows May be subject to a cancellation fee of 50% of the total service – clients with repeated no-show or late cancellations incidents may be required to prepay for future appointments.
If you receive great service, let your stylist and the salon know. Positive feedback is always appreciated.