Cancellation Policy
We hold your appointment time exclusively for you — here's how we ask you to treat that time, and what to expect if plans change.
Last updated: October 202648-Hour Notice
Cancel or reschedule more than 48 hours before your appointment with no fee.
Late Changes
Within 48 hours: 30% of the service total. Within 24 hours or same day: 50%.
15-Minute Grace
Running late? Call with your ETA. Past 15 minutes, we may need to reschedule.
We schedule staffing, prepare color formulas, and hold your stylist's time specifically for your appointment. Last-minute cancellations and no-shows make that time hard to fill for another guest, so we ask for as much notice as possible if your plans change.
1. Cancellation Notice
We ask for at least 48 hours' notice to cancel or reschedule any appointment. Changes made more than 48 hours ahead carry no fee.
2. Cancellation & Rescheduling Fees
The same fees apply whether you cancel or reschedule:
| When you cancel or reschedule | Fee |
|---|---|
| More than 48 hours before | No fee |
| Within 48 hours | 30% of service total |
| Within 24 hours or same day | 50% of service total |
Appointments missed entirely without notice may also be charged a cancellation fee, and any deposit paid at booking may be applied to it. Repeated late cancellations or no-shows may require prepayment for future bookings.
3. Late Arrival
If you're going to be late, please call us and let us know your ETA. We have a 15-minute grace period for late arrivals.
If you're more than 15 minutes late, we may not be able to accommodate you, depending on your appointment and the day's schedule. We'll try to modify your service to keep you on the day's schedule. If we need to reschedule your appointment, it falls under the cancellation and rescheduling fees in Section 2 and will be charged accordingly.
4. Deposits
Some services require a deposit to confirm your booking, including bridal and event styling, hair extension installs, specialty blonding services, and color correction consultations. Deposits are applied toward the cost of your service. Deposits are generally non-refundable if you cancel with less than the required notice, but are fully applied to your service if you keep or reschedule within policy.
5. Rescheduling
Need a different day or time? Let us know as early as you can. Rescheduling more than 48 hours ahead carries no fee, and we'll do our best to get you back in with your usual stylist. Rescheduling inside 48 hours is charged the same as a cancellation (see Section 2).
6. How to Cancel or Reschedule
- Call us directly at (980) 441-5816
- Use the manage/reschedule link in your Phorest confirmation email or text
- Reach out through our Contact page
Please don't rely on email or social media DMs to cancel a same-day appointment — call or text so we see it in time.
7. Exceptions
We understand emergencies happen. If you're dealing with a genuine emergency or illness, let us know — we review these situations individually and will always work with you in good faith.
8. Contact Us
Questions about this policy, or need to cancel or reschedule right now?
Sanctuary Salon & Head Spa
21106 Catawba Ave, Cornelius, NC 28031
Phone: (980) 441-5816
Or visit our Contact page to send us a message directly.
We'll sort it out together.
A quick call is faster than a form — but either way works.