- TERMS & CONDITIONS -

　At MASA.KANAI, it is our mission to provide each and every one of our guests with an extraordinary beauty experience paired with the highest level of quality customer service. In order to maintain this service and for the protection of our clients, stylists, and MASA.KANAI, we shall adhere to the following policies:

Reservations

　MASA.KANAI encourages all guests to schedule an appointment if they would like service at our salon. While we do welcome walk-in guests, please be aware that availability may be limited. If there are no spaces available at the time of walk-in, you may wait until availability opens up or schedule a future appointment.
　Appointments can be made through email or by calling our salon during working hours. Please note, a credit card is required to complete the reservation. A deposit may be required for certain services such as (but not limited to) the Head Spa, Highlights, Balayages, etc. Please also inform us of any allergies, product reactions, or any other health concerns while booking an appointment. A confirmation message will be sent out by our automated system once your appointment is successfully booked. MASA.KANAI itself is unable to read or reply to any text messages. Please do not reply to the confirmation message. Please reach out to us by phone or email only.
　While MASA.KANAI accepts both cash and credit for the payment, we kindly ask that any gratuity be made in cash only. MASA.KANAI does not accept checks or any other forms of payment outside of USD cash or credit.

Cancellations

　MASA.KANAI has a 24 hour policy. We understand that plans may suddenly change and schedule adjustments are sometimes unavoidable. We kindly ask that you give us at least 24 hours notice if you need to cancel, reschedule, or make any changes to a scheduled appointment. Changes within 24 hours of the appointment time will be subject to a fee of 50% for the scheduled session. This includes any changes of a scheduled service to a shorter or less expensive service. Even if the customer shows up to the salon, if the service was altered to something different than what was booked, the customer is required to pay either the cost of the original service or the penalty fee for the originally booked service AND the cost of the new service as per MASA.KANAI's discretion.
　If a client attempts to call the salon but was unable to get through, the client will still be responsible for leaving a voicemail or sending an email so that MASA.KANAI has a message along with a time stamp of when the change was requested. If the time stamp and message was not marked as before 24 hours of the scheduled service or if no voicemail or email exist at all, the policy will still apply.
　A reminder will promptly be sent by our automated system 48 hours before the appointment. Any cancellations, rescheduling, or appointment changes must be done before 24 hours of the scheduled appointment time in order to avoid possible penalties. Please note that the reminder messages are a courtesy service, but each customer is responsible for keeping their appointment, regardless of whether or not a message is received. Guests who have accumulated multiple cancellations - whether within 24 hours or otherwise - may no longer be allowed to make any further reservations. They will only be accepted on a walk-in basis, provided if there is availability. The cancellation limit for each guest is as determined by the salon.
　If a guest chooses to cancel, reschedule, or make any changes to an appointment in which a deposit was already made, the deposit will be refunded if the request was made prior to the 24 hour window. If the request was made within 24 hours of the appointment, MASA.KANAI reserves the right to keep the deposit as a penalty fee.

Tardiness

　It is recommended that all guests arrive a minimum of 10 minutes prior to their appointments. If you are expecting to be late for any reason, please call the salon as soon as possible. If a guest is late, MASA.KANAI cannot guarantee a full service and may have to reschedule the appointment for another day. For the Head Spa, we may be able to accommodate a shorter version of the service for late customers; however, full price of the scheduled service will still be charged. Therefore, late arrivals will only be honored at the salon’s discretion and may be subject to a possible fee. The "cut off" point is as determined by Masa.Kanai, depending on the service booked.

No Shows

　MASA.KANAI reserves the right to charge 100% of the intended service, as a "No Show" fee, for any guest who fails to arrive for a scheduled appointment without any prior notice or cancels/reschedules an appointment within 30 minutes of the scheduled time. If you arrive to the salon for a scheduled appointment but then decide to not receive the service or change to a service that requires less time, this would be considered a "No Show" and we will have to charge a penalty for the original time booked. Appointments will also be considered a "No Show" if they are the first scheduled appointment of the day and notice of any requested change was not given until after closing hours of the previous day.

Online Shopping

　MASA.KANAI offers online shopping through a site called Holistic Hair Tribe for our Head Spa retail products. The site can be found on the top right corner of our Head Spa website. Holistic Hair Tribe works directly with our Oway brand wholeseller and offers Oway products for purchase. Clients can order items from this site and have it shipped directly to their address.
　MASA.KANAI is not directly affiliated with Holistic Hair Tribe. MASA.KANAI has no control over any transactions that are done through the Holistic Hair Tribe company and will not be held responsible for any business conducted through their site. MASA.KANAI only offer a link to their site to give clients an option of purchasing the products we use at our salon at their own discretion. MASA.KANAI will not be held responsible for any purchases made through this site. Gift cards that are available on the Holistic Hair Tribe site are not valid for use at MASA.KANAI. Pricing on their website for products available at MASA.KANAI may also differ from pricing in the salon.
　If an issue should arise, clients must contact Holistic Hair Tribe directly. Their contact page can be found here.

Gift Cards

　MASA.KANAI does not offer gift cards for purchase. Please be aware any gift cards/certificate offered through third-party vendors is not valid at our salon.
　MASA.KANAI may occasionally donate gift cards to local charities. To redeem these gift cards, MASA.KANAI requires the unique code that is located above the expiration date on the gift card. MASA.KANAI does not accept any photographs, scans, etc that does not contain the code in replacement for a usable card with a code. MASA.KANAI is not responsible for any gift card that is lost, stolen, destroyed, or used without permission.
　Gift cards are not redeemable for cash, cannot be returned/refunded, and cannot be used with other promotional offers. Please note that our salon's services and retail products are taxed while gift cards are not. Therefore, any transaction that exceeds the gift card's amount must be paid through cash or credit card. Gift cards cannot be used towards gratuity.
　Please advise that services are subject to availability. In the eventa desired service is not available by time of expiration, the gift card may be used towards another service. Gift cards are valid for 12 months after issue date. Expiration dates are not extendable. Masa.Kanai will not be responsible for any situation in which a gift card holder only wants to redeem a gift card for a certain service, but there are no availability in the schedule by the time of expiration. Gift cards are a monetary amount and can be used for any services at Masa.Kanai, including cuts and color. Gift cards are also redeemable for retail products at the salon. If the gift card holder allows a gift card to expire because they personally choose to not redeem it for anything other than their desired service, Masa.Kanai cannot be held responsible.
　If you do have a gift card with MASA.KANAI, please inform the front desk at the time of booking.

Service Satisfaction

　We at MASA.KANAI strive to provide the best hair service as possible. Our intent is to have all our guests leave confident in themselves and 100% content. If you are not entirely satisfied with your hair service, please contact us within 10 days of the original service. While we do not refund any services, we will happily try to correct any issues. It is our pride to give you a style that you love.

Product Refunds

　All products are final sales. Products cannot be returned for exchange, credit, or refund.

Privacy Disclosure

　MASA.KANAI believes that every client has a right to confidentiality and privacy. Any discussions between the client and our stylists will remain confidential. In addition, any personal information shared with us will not be released to any third-parties. In order to best accommodate our guests, MASA.KANAI does collect and use certain personal information. This may include the client’s name, address, email address, phone number, and credit card details. We use this information to process reservations, complete transactions, improve our services, and send promotional materials. Credit card details are collected as a safety procedure for any failure to comply to our salon’s policy. Charges will only be made in the case of cancellations, tardiness, and no shows. Clients are expected to pay in person at the time of their provided service. MASA.KANAI values our clients’ confidentiality and privacy. Our clients’ nonpublic information will always remain highly secured with access only available to management.