FAQ

We want to provide all our guests whatever level of confidentiality s/he desires. Our salons are unique in the enhanced service we provide to our guests. These services require that we make guest-contact information available to service providers. Since our service providers work so cooperatively together, this means that in theory, any staff member could have access to a guest’s phone number, email address, formula history or service notes. While we have never heard from a guest who has been inconvenienced or disturbed by any unwanted contact from a salon employee, all our guests have the opportunity to request increased confidentiality. If you would like us to take any special measures to safeguard your contact information, please contact us. Please note, however, that we do not record or retain credit card information.

Thank you for providing notice of cancellation or reschedule sufficient for us to make alternate arrangements for the time of your service

With a notice of more than 3 days, we are able to book your next appointment with no cancellation premium

Premiums depend on type of appointment, notice provided and whether there is a reschedule

Standard appointment change premiums

2 to 3-day notice-$10.00* (or half the price of the booked service, whichever is less)

1 to 2-day notice-$20.00* (or half the price of the booked service, whichever is less)

less than 1 day notice-$40.00* (or half the price of the booked service, whichever is less)

(*all standard fees are 50% less with a rebook at time of cancellation/reschedule)

Specialty appointment change premiums

(which require a deposit of 50% of the cost of the service; must rebook on cancellation/reschedule to retain any deposit)

2 to 3-day notice-entire deposit may be transferred to rescheduled service

1 to 2-day notice-forfeit half of deposit, may be transferred to rescheduled service

less than 1 day notice-forfeit entire deposit

Please note: adjustment appointments are forfeit with less than 72 hours notice of a cancellation or reschedule.

2 to 3 day notice = cancellation or reschedule 48 to 72 hours before appointment start time

1 to 2 day notice =cancellation or reschedule 24 to 48 hours before appointment start time

less than one day notice = cancellation or reschedule 24 hours or fewer before appointment start time

If you purchased a “Daily Deal” like Groupon, Living Social, Eversave, etc., cancelling or rescheduling an appointment inside of 48 hours voids the full value of the deal. We will honor the original purchase price of the deal up until the expiration date.

We go to extraordinary efforts to make sure our guests are serviced, even in the most severe weather.  That said, we are a salon, not a hospital and while we sometimes feel that our favorite hair stylist qualifies as “emergency personnel” there are times when the salon may close due to inclement weather.  Below is our salon cancellation policy (based on Franklin County Weather*):

Severe weather advisory:  Salon remains open / Staff reports as usual / Client cancellation policy in effect
Level 1 Snow Emergency:  Salon remains open / Staff reports as usual / Client cancellation premiums are waived
Level 2 Snow Emergency:  Salon generally open (please check facebook for details) / Staff reports unless there is a safety concern / Client cancellation premiums are waived
Level 3 Snow Emergency:  Salon is closed / Staff should not report / Client cancellation premiums are waived

*In deference to the significant number of clients who travel to our salon from outside Franklin County, if our salon is open but your county is under a level 1 or higher snow emergency, please give the guest service coordinator your county name and emergency level so they can make note to have the fee waived.

For the safety of your children and the comfort and consideration of all our salon and spa guests, children are welcome for the duration of their own scheduled visits, and are asked to leave the salon floor once their appointments are finished or if they are not scheduled for a service.  Since sharp implements and hot tools are regularly in use on the salon floor, children 10 and under not receiving services should remain in the waiting area and must be accompanied by an adult who is not receiving services.  For the same reasons, young children in carriers/strollers may not be placed near the service areas or held in the lap.

Appointments are booked very carefully and your appointment time is set aside specifically for you.  Our next guest also has time booked especially for him or for her so we work hard to stay on schedule.  In case of late arrival, we will do our best to accommodate your original appointment.

If you do arrive late for your appointment but within the timeframes listed below, we will do our best to accommodate your appointment using one or all of the following measures:

  • Using one or more assistants, your stylist will attempt to offer all the services you were originally scheduled for.
  • If all the services can not be completed in the available timeframe, your service provider will forgo your complimentary sensory experience.
  • If it is necessary to shorten the appointment even more, your service provider will work with you to make changes (i.e an edge up or bang trim instead of a cut or a partial highlight instead of a full).

While we will always try to accommodate appointments in this manner, the likelihood that we will be able to take an appointment after the scheduled time varies by level.   In general we are able to accommodate guests (with the modifications listed above) according to the following timeframes.  Outside of these timeframes, it is most likely that we will need to reschedule an appointment entirely.

For an appointment with a: We are likely to be able to accommodate the appointment:
New Talent 15 minutes past the scheduled appointment time
Level 1 12 minutes past the scheduled appointment time
Level 2 10 minutes past the scheduled appointment time
Level 3 8 minutes past the scheduled appointment time
Level 4 5 minutes past the scheduled appointment time
Level 5 unlikely to be able to accommodate without modifying appt.

If you are not completely satisfied with a retail purchase from a Phia Concept Location, please return it to the store of purchase for a full refund.  Refunds are processed as described below:

Items purchased in-store and returned within 30 days of your original purchase date along with your receipt will be refunded or exchanged at your preference. Refunds will be processed in the same tender as your original purchase. Pure Privilege points (Aveda-only) associated with your refund will be removed when the transaction is processed. All applicable taxes as required by law will be included.

Items accompanied by a receipt but returned after 30 days will not be eligible for a refund. Instead we will gladly offer to you a product exchange or merchandise credit, provided the item has not been discontinued.

Items returned without a receipt but found within our system will be processed according to the Phia Concept refund and exchange policy.

Any products not accompanied by a receipt and not verifiable within our system will be ineligible for a refund, exchange, or store merchandise credit except as outlined below:

  • Aveda (retail not available at Gluten Free concepts): Items in current packaging (no discontinued packaging or items), may be exchanged provided the returned item is at least half-full, and the guest has a brief consultation to ensure that product is understood and used properly. Since all makeup can be tested prior to purchase, we do not accept makeup or pure-fume returns after 30 days.
  • Intelligent Nutrients (not available at Aveda Lifestyle Salons):  Only items that are sold with a protective seal may be returned without a receipt.  Such items may only be returned if the package is unopened.  There is a restocking fee of 10%.
  • Hot Tools: If original packaging is included and intact, there is a restocking fee of 25%, with no package (or ripped or damaged packaging), restocking fee is 40%.

NOTICE OF FILMING AND PHOTOGRAPHY When you enter any Phia Concepts location, you enter an area where photography, audio, and video recording may occur. By entering the premises, you consent to, photography and recording and its/their release, publication, exhibition, or reproduction to be used for news, web casts, promotional purposes, telecasts, advertising, inclusion on websites, social media, or any other purpose by any Phia Concept location and its affiliates and representatives. Images, photos and/or videos may be used to promote salon services and exhibit the capabilities of staff members of Phia Concept Sallons. You release Phia Concept Salons, its officers and employees, and each and all persons involved from any liability connected with the taking, recording, digitizing, or publication and use of interviews, photographs, computer images, video and/or or sound recordings. By entering the premises, you waive all rights you may have to any claims for payment or royalties in connection with any use, exhibition, streaming, web casting, televising, or other publication of these materials, regardless of the purpose or sponsoring of such use, exhibiting, broadcasting, web casting, or other publication irrespective of whether or not a fee was charged for services rendered. You also waive any right to inspect or approve any photo, video, or audio recording taken by staff at any Phia Concept Salon (or the person or entity designated to do so by any Phia Concept Salon). You have been fully informed of your consent, waiver of liability, and release before entering the premises.

Please note that due to resources necessary for accommodation of groups, prepaid services of $500 or more for services scheduled to occur in our salon are not refundable under any circumstance at any time.