SHOP POLICIES

Our goal is to serve you, our community members, to the best of our ability. Our policies have been designed to respect the integrity of our services and products as well as the valuable time of our clients and staff. Thank you!

 

Cancellation Policy

We require 24 hours notice to cancel or reschedule an appointment. To cancel or reschedule an appointment, please call the shop (608) 467-2222 to speak with our front desk staff or leave a voicemail. If email communication works better for you, email us at booking@thorps.org.

We understand that extenuating circumstances happen. In the event of a last-minute cancellation or a no-show, we have a three-strike rule see “Last-Minute Cancellations & No-Show Policy” for details.

Last-Minute Cancellations & No-Show Policy

A last-minute cancellation refers to any cancellation made within 24 hours of your scheduled appointment. The first three last-minute cancellations or no-shows are considered warnings. After the third last-minute cancellation or no-show, you will be required to leave a credit card on file and will be charged for 100% of the services missed and put down a 100% deposit for future bookings.

Late Policy

If you are more than 10 minutes late for your appointment, we may not be able to provide the service for which you have been scheduled and need to reschedule your appointment, and the last-minute cancellation & no-show policy will apply.

Deposits Policy

A deposit of 50% of service base price* is required for all color services that require a consultation. Deposits are 100% refundable if the appointment is canceled or rescheduled with, at minimum, 24 hours notice. Deposits are not refundable for last-minute cancellations and no-shows.

*All our color service prices are listed as a base price that is subject to change in accordance with the amount of color product needed to achieve your desired effect. Your stylist will give you a quote at the time of your consultation.

Corrections Policy

We want our clients to be satisfied with the services they receive at Thorps. If you are ever dissatisfied, please let us know within 7 days of your original appointment by contacting your stylist directly [link to contact form] or calling the shop at (608) 467-2222. We value your patronage and feedback!

In the event of a correction, we are happy to help you schedule a complimentary appointment with your original stylist or another stylist at the same experience level at no charge. If you would prefer to see a more experienced stylist, you will be responsible for paying the price difference between those stylists’ services.

For color services, the result is best evaluated on fully dried styled hair. If you elect to leave the shop before the styling is completed or if you decline any part of your service (e.g. toning) you relinquish your right to a correction for this color service.

Product Return Policy

We want to make sure that you are 100% satisfied with the products they purchase at Thorps. If you are unhappy a product, return the product within 6-months of purchase and at least 50% for a full refund or exchange.

We take pride in carrying product lines that use natural and sustainable ingredients meaning their shelf life is more limited. The 6-month time limit is in place so that the products can still be used, and not wasted, before their expiration date.

Waitlist Policy

Sometimes our books fill up quickly. If you hope to come in earlier than your next scheduled appointment, we encourage you to join our waitlist! To be added to the waitlist, you can call the shop at (608) 467-2222 or add yourself to the waitlist using our online booking platform.

As openings become available, usually due to last-minute cancellations, our front desk staff will contact folks on the waitlist and offer openings on a first-come-first-serve basis. Clients who have been contacted repeatedly without success will be removed from the waitlist after 90 days.

Kids

Whether they are getting a haircut or accompanying you to your appointment, we love and welcome kids at our shop! However, our stylists work with sharp objects, hot tools, and chemicals. We ask that you closely supervise your children and do not leave them unattended at any time during your visit to ensure their safety and that of our staff.