Frequently Asked Questions
SCHEDULING
Keeping a well-managed schedule allows us to attract the top stylists, technicians and therapists, who in turn, provide the best quality service for our clients. We request appointments for all services so that we can devote the necessary time to serve you best. If you would like to book an appointment, please call us at 608-661-3636. If we are not available, please leave a voice message and we will contact you as soon as possible to help you schedule your appointment.
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ARRIVAL
We ask all clients to arrive 10-15 minutes early to allow our front desk staff to check you in and provide you with any paperwork that may need to be filled out.
If you are running late, please give the front desk a call at (608) 661-3636 so we can let your service provider know that you are on your way. If you are arriving more than 10 minutes late for your appointment, your service provider may ask to reschedule or shorten your service in order to accommodate the rest of their daily schedule. In this case you may be charged for the full price of your scheduled service(s).
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PAYMENT
Payment in full is expected at the time of service. We accept all major credit cards, debit cards, checks or cash.
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GRATUITY
Tips are greatly appreciated, but not expected. If you would like to leave gratuity for your service provider, you may do so at the time of check out by way of cash or credit card.
Please be aware that gratuity is not included in pre-paid packages or on gift certificates, unless otherwise specified.
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REDOS
If you are unhappy with the results of your service, notify us within 5 days of your appointment. The service provider will make a plan to correct it. Color is only guaranteed if you are using our salon retail recommendations.
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REFUNDS
Refunds are issued on a case-by- case basis.
Prepaid packages, series, and gift cards/certificates are nonrefundable.
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RETURNS
You can return retail product within 30 days of purchase date. The product must be at least 75% full. Returns will be for salon credit only.
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CANCELLATION POLICY
We understand that schedules change and situations arise, and we will be more than happy to help you reschedule your appointment. Due to the amount of time reserved for your appointment, we ask for a minimum of 24 hours notice to cancel or reschedule your appointment. If you cancel or reschedule with more than 24hrs notice, there will be no charge for the service. All clients are required to have a credit card saved on file in the case of a late cancellation or a no call/no show.
If you need to cancel or reschedule your appointment, please call the front desk at 608-661-3636 and speak with a receptionist or leave a detailed voice message. Emailed appointment cancellations will NOT be accepted.
Due to the scheduled appointment times and cost of ordered products, specialty services including Keratin Smoothing Treatments, Hair Extensions, and Double Process – Fashion Color require one-week notice to cancel.
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If a cancellation is given within 24 hours of your scheduled appointment:
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1st time: You will be reminded of our cancellation policy, but no penalty will be assessed.
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2nd time: At the time of your 2nd late cancelled appointment, you will be charged 50% of the cost of the missed appointment to your credit card on file. If the appointment is part of a prepaid package or is a complimentary service you will forfeit the service on the package or forfeit the complimentary service.
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3rd time: You will be charged in full for your missed appointment to the credit card on your file. If the appointment is part of a prepaid package or gift certificate you will forfeit a service on the package or forfeit the value of the appointment from the gift certificate. You may be asked to prepay for services in the future.
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NO CALL/NO SHOW
A no call/no show appointment is where Elevation Salon & Spa is not notified of your inability to show up for your scheduled appointment. We may consider you a no call/no show if you are more than 10 minutes late without notifying the front desk. If you are not going to make your appointment, please let us know so that our staff members are able to offer that appointment time to another client. Any appointment that you do not call to cancel or do not show up for will result in a charge for the full price of the service to your credit card on file.
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PARKING
Underground parking is available within the building complex. It is $3 cash or credit to enter, and is valid for the duration of your appointment.
If there is no attendant present, feel free to call the salon for an entry code.
There is a City of Madison parking ramp located one block from Elevation Salon & Spa, on the corner of E. Mifflin St. and Butler St. Standard parking rates apply.
There is limited street parking available, some of which has time and/or day restrictions. Please check posted signs carefully to avoid parking fines.
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AGE RESTRICTIONS
In accordance with state licensing guidelines as well as the general safety and comfort of our guests, we have age requirements in place.
We require minors under the age of 16 to be accompanied by a parent for the duration of their appointment(s).
Minors age 16 & 17 will need consent from a parent or guardian to receive services, but do not need to be accompanied during their service(s).
Some service providers do not accommodate minors, based on either specific state professional statutes or personal preference, so please call before booking to ensure that any appointment made for a minor can be fulfilled.
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ADDITIONALLY…
Please advise our staff of any allergies, sensitivities, or current medical conditions you may be experiencing as some products and services may not be appropriate for you.
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Please note that we do not perform any massage treatments during the first trimester of pregnancy.
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As a courtesy to other guests, cell phones should be turned off.
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We are not responsible for lost, damaged or stolen articles. We recommend that you leave your valuables at home or keep valuables with you at all times.