GUEST SATISFACTION
At Xylem Salon & Spa we are committed to complete guest satisfaction. If you are not completely satisfied with your service, please contact our guest care associates within 2 weeks of your appointment to schedule for a complimentary refinement service. The refinement service will be scheduled with the same technician who performed the original service. However, in the case that the original technician is unavailable an exception may be made and the refinement service may be scheduled with another technician.
If you are not satisfied with your service, we ask that you not attempt to correct the issue yourself or go to another salon as we will no longer be able to perform the complimentary refinement service.
Appointments
Xylem Salon-Spa-Store services are available by appointment Tuesday thru Sunday. In order to select your preferred date and time, it is recommended that you call and schedule your appointment. Walk-ins are also welcome. Groups or parties should reserve their appointment at least a month in advance to ensure day and time availability. A credit card will be requested to reserve a group or party’s requested date.
Deposit Policy
Services totaling $110+ require a nonrefundable deposit of $100. The deposit will be applied to the total service ticket.
Cancellation Policy
We understand that due to your busy schedule you may have to cancel or change an appointment with us. In order to respect the time of both our guest and our technician, we simply ask that you notify Xylem Salon Spa of a cancellation or rescheduling at least 24 hours prior to your appointment [During Xylem’s business hours between 10 a.m. to 6 p.m. Tuesday through Saturday, and Sunday between 10 a.m. to 5 p.m.] If the appointment cancellation notice is given less than the policy hours indicated or if you do not show up for the appointment, then the nonrefundable deposit of $100 will be retained by Xylem. Although we sympathize with illness and family emergencies, we cannot be responsible for any last-minute cancellations. Unfortunately, exceptions to this policy will not be permitted.
Third-Party Service Vouchers
In order to eliminate no-shows or same day cancellations, please notify Xylem Salon Spa of a cancellation or rescheduling at least 24 hours prior to your appointment [During Xylem’s business hours between 10 a.m. to 6 p.m. Tuesday through Saturday and Sunday]. If the appointment cancellation or rescheduling notice is given less than the 24 hours as indicated or if you do not show up for the appointment, then Xylem reserves the right not to reschedule the service appointment but instead will accept the third-party service voucher on a walk-in basis only.
Groups or Parties
Groups or parties are requested to notify Xylem Salon Spa of their cancellation 72 hours before their scheduled appointment. There will be a 50% charge to your credit card if the group or party cancellation notice is given less than the policy hours indicated. There will be a 100% charge to your credit card if the group or party does not show up for the appointment without notification of cancellation.
Late Arrivals
If you arrive late for your service, we will make every effort to accommodate your full service. If other appointments are scheduled immediately after yours, your service may be shortened and you will remain responsible for the full-service price. Some color services that are scheduled for the evening may have to be rescheduled to another date if the technician feels that the late arrival will cause the service to extend beyond the closing hours.
Children
At Xylem Salon-Spa-Store, we love children, some of us even have a few, however, we ask that you make childcare arrangements before your appointment, unless your child is receiving a service.
Product Exchange/Return Policy
We know it happens, sometimes a product does not do what you want it to. Come on in for a consultation and let one of our technicians show you how to get the results you are looking for. In the unlikely event that you are still not satisfied, you are welcome to return the product for a refund or exchange within 30 days of the original purchase with a valid receipt. Unfortunately, we cannot accept the following items for a refund or exchange: makeup and makeup brushes. No refunds will be given on services or gift cards.
Gift Cards/E-gift Cards
Xylem Salon-Spa-Store gift cards & e-gift cards can be used towards any salon or spa service and for the purchase of any in-store products only. Xylem Salon-Spa-Store is not responsible for lost or stolen gift cards. Gift cards are not refundable and are not redeemable for cash.