Late Cancellation

Late Arrival

No Show Policy

Guests are required to give a minimum 24-hour notice to reschedule or cancel their reservation (48 hours is always preferred though)! Guests who do not give adequate notice or no show their reservation:

• First Time, it’s on us! But we will be concerned about you! So please let us know that you are alright when we reach out to check on you! We will politely remind you of our policy to hopefully prevent this from happening again

• Second Time, our front desk will remind you of our policy and may suggest utilizing our online booking platform, where you will be required to leave a 30% deposit, for future reservations so you can look at your calendar at the time of scheduling! You can also expect to receive a phone call 48 hours before your reservation if you have not confirmed that you are coming. 

• Third Time, unfortunately we will be requiring a 100% deposit to reserve your next reservation. 

If you are more than 5 minutes late to your reservation, you will receive a phone call to check if you’re on your way. If you are more than 5 minutes late service providers reserve the right to shorten the service (service dependent); however, guests will still be charged 100% of the full service price booked. 

Service providers do reserve the right to refuse service, require a deposit or make exceptions for their guests.

What is the deposit policy?

When reserving a service or services of 3 hours or more in length a 30% deposit will be collected securely for appointments scheduled by our Front Desk Team. The deposit will be applied at checkout after your scheduled appointment. 

When scheduling any service online a 30% deposit will be collected and applied at checkout after your scheduled appointment.

Should you need to cancel, please do so with more than 24-hour notice, or Amelia Gray will retain the 30% deposit for your service provider’s wages for their lost time. Deposit refunds can be given if there is more than 24-hour notice, by a member of our Management Team.

Need to reschedule with more than 24-hour notice? Call or reply to your appointment confirmation text or email, and we will move the appointment and the deposit for you.

What if I am not happy with the service I received?

Service you had not exactly what you expected? (This is a big one! And a great way for you to help!)

Let’s check the website description to make sure that you did or did not get what was described! Still not sure if you are happy, there are a few ways that you can communicate those concerns to us:

• If you just have to talk about it to someone, let our Front Desk Experts listen! They can even fill out a Complaint Form (with your name, or anonymously, or you can fill it out and we have sealed envelopes you can use! Whatever you want!) This gets elevated to the Management team, as well as our In House Educators, to make sure that our Service Providers can learn and grow (See?! You really can help us be the best!)

• Was the service just fine, but maybe you and your Service Provider didn’t quite hit off, like a perfect first date? Let us know and we can help recommend another Service Provider that may better complement your personality & style!

• Our Management Team is always zoned in and studying to keep bringing the best, so they are not always immediately available! They do religiously check their emails, though! This can be accessed through our website’s contact us page, or a Front Desk Expert can give you the info! We promise to return the email as quickly as possible!

• You will be receiving an email 24-48 hours after your Service or Purchase with us, here at Amelia Gray! This email will ask for a Review (please be kind to us!) and leave you with a Survey, where you can leave additional comments! You can leave your name, or opt to leave this anonymous, as well! (we promise! Even our IT team can’t crack that code of who you are!) This is a great way for us to address internal issues, so that we can continue to bring you the best, and keep this amazing Small Business in the community for many years to come!

What is the Level System?

The “Level” System at Amelia Gray is a cornerstone of what we refer to as The Triple Win: which is where You (as our Guest), our Team, and the Amelia Gray Brand, are all winning together! To build a strong and reliable brand, we know that it takes a happy team, who keeps delivering incredible results to you, in order to keep you coming back again and again. 

Our Team is happiest, when they know their efforts are being recognized and rewarded through regularly earned Promotions (or what we call Level Jumps). Each team member has an achievable set of goals they must reach in order to achieve a Level Jump, including having guests who are requesting them repeatedly! This creates a greater demand from YOU as our Guest, for your chosen service providers. At the point of a Level Jump, your service provider can charge slightly higher rates and earn additional wages. BUT! How does this create a win for YOU, you might be asking? 

The system we have in place creates a small price increase from one Level to the next, meaning that you as our treasured guest do not take on the brunt of price increases, while still watching your favorite providers have that additional pay to pour back into their education and self work (which only gives back to you in the long run!) We also know that things can change in YOUR life, and sometimes, that beauty budget needs to run a little tighter! With our Level System in place, our brand always tries to maintain various Level of providers, which also create varying price points, to try and meet everyone’s beauty budget! In fact, we have some Guests who see whichever Level of provider is available, while other Guests may need to hop to a Level 1 provider for a little while, and then end up back with the higher Level provider they were with previously. We promise, our team all share the desire for you to have the best experience, consistently, regardless of what life, or schedules, are thrown your way! 

Whether you are new to Amelia Gray or a regular Guest, if your beauty budget is large or small, our team of providers and Guest Experts are here to help you navigate, to look and feel your best! Let us know what additional questions you have and we look forward to seeing you.

How do I use my gift certificate?

Here at AG, we offer Gift Certificates in 2 different forms:

• In Store Gift Cards

• Online Gift Cards for Email or Printing

Please note that gift cards can only be sold in dollar values (although we can help guide you to the price point of a desired service!)

Please note that Service prices are subject to change without warning.

All Services (except Hair related) are subject to appropriate Sales Tax, which may also change without warning.

Gift Cards are NOT refundable, but can be used for any product or service, and can be transferred!

We will try our absolute hardest to record your Gift Card transaction, but we need your help to do so! When purchasing Online or In Store, please supply us with as much information as possible! If the Gift Card is lost in transit, this will allow us the opportunity to try and recover the gift card’s serial number! (without this information, we may not be able to assist you!)

Are children welcome at Amelia Gray?

Here at AG, almost every member of our team has at least 1 child! (or they have informally adopted the owner’s kids, and can regale you with lots of funny stories!)

We love kids, and they are always welcome to come with you!

We do ask, for the safety of your tiny humans, though, that you keep an eye on them at all times! We do have hot tools, sharp objects, and chemicals that we are working with, and we do not want to see anyone hurt (your kidlets, or us accidentally taking off your entire eyebrow because we were busy keeping them out of hot wax!)

We also know that kids will gravitate toward our makeup testers, and to all of the cool decorations we have! Again, we ask that for the safety of your kiddos, they look but not touch!

Also, do not be frightened or alarmed if one of our Team Member mommies sits on the floor and plays with your kids while you shop! We try to help where we can, so you can enjoy a little pampering and support!