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POLICIES & FAQ

 

 

This is important information for clients in order to familiarize them with my policies and procedures at the studio.

Please read through these frequently asked questions so you feel confidently informed when coming to your appointment.

HOW TO: RESCHEDULE OR CANCEL

 

Rescheduling through Vagaro
If rescheduling more than 48 hours in advance, please
 do so online. Log into your Vagaro account using the website or mobile app. From the Menu tab, select 'Appointments". On the 'Appointments' page, all actively booked appointments will be displayed. Find the appointment you'd like to change and click on the 'three dots' positioned underneath the listed appointment information. From there, you will be given the option to 'Reschedule' - click the 'Reschedule' button and follow the prompts to choose a new date and time. Your deposit on file will carry over to the new appointment.

Cancelling through Vagaro

If cancelling more than 48 hours in advance, please do so online. Log into your Vagaro account using the website or mobile app. From the Menu tab, select 'Appointments". On the 'Appointments' page, all actively booked appointments will be displayed. Find the appointment you'd like to change and click on the 'Cancel' button positioned underneath the listed appointment information. From there, follow the prompts to choose a new date and time. Your deposit on file will carry over to the new appointment.

Cancelling within 48 Hours

If cancelling within 48 hours of your scheduled appointment time, you will be unable to do so using Vagaro's online booking platform. Please contact me via email [info@browsbyjane] or text to inform me of your late cancellation. Rebooking is to be done online. A 50% fee will be enforced and the deposit on file not be returned.

SALON ETIQUETTE & EXPECTATIONS

 

Respiratory Mask s(updated 9/2023)
Masks are not required to be worn in the salon though they are encouraged. KF94 masks are available for clients at no charge if they would like to wear one.

Appointment Management

I expect all clients to manage their appointments directly through my online booking platform. There, appointments can be booked, cancelled, and/or rescheduled at any time 24/7.  Clients may cancel any/all appointments up to 48 hours before their scheduled appointment time through the online booking platform without any penalty. 

 

Late Arrivals
Brows By Jane has a 5-minute grace period. After 5 minutes have passed, your appointment will be cancelled, and your card on file will be charged for 100% of the scheduled service total. Taking clients more than 5 minutes late will set me behind for the remaining clients scheduled. Therefore, I am very strict about this policy. Clients must be sitting in my salon chair no later than 5 minutes after their scheduled appointment time - not in the parking lot, bathroom, etc. Thank you for your cooperation! 

Communication
I am best reached by email (info@browsbyjane.com) or text message. The phone number listed for you to reach me is not my personal number, it is a business line and though it is a cell phone, please be mindful that I treat it as a landline. Voicemails and text messages are checked during business hours only. If communication is time-sensitive, I will reach out to you from this line outside of business hours via text message. Please do not send me a DM (Direct Message) on any type of social media. I do not consider this an official form of communication between myself and clients - and messages are often missed this way. Thank you for your cooperation!

I ask that all activate the newsletter feature through Vagaro (listed as "Emails From Businesses I Visit" and "Emails from Vagaro" under My Profile). This is how I communicate policy changes and other important information.

 

Children and Guests

Brows By Jane is for adults only, which means children are not allowed inside my salon suite and individuals under 18 may not receive services in my salon. For liability purposes, clients who are accompanied by children will be denied service and charged fully for their appointment. Additionally, Sola Salons does not allow unsupervised children to be left in hallways or other common areas, so please be mindful of making childcare arrangements before your scheduled appointment.

 

Language

Any and all disrespectful communication towards myself, and/or derogatory dialogue or attitudes about the black community, people of color, immigrants, the disabled or mentally ill, the queer community, transgender individuals, body positivity (body shaming), other marginalized groups, or general hate-speech of any kind will not be tolerated in my salon, on my social media or in correspondence with me, and will result in immediate and permanent dismissal from my clientele.

 

Cancellation Due to Illness

As a licensed professional, it is part of my job to prevent the spread of communicable diseases. Should I become sick, all appointments will be rescheduled until I am no longer contagious or am well enough to come back to work. For the safety of myself, and other clients, I ask that clients who are ill cancel their appointments and stay home. Please be mindful that cancellation policies still apply.

Clients who have been exposed to any strain of Covid-19, Influenza, RSV, or any other virus should wait 14 days before coming into my salon suite, regardless of CDC or government guidelines. Clients who have contracted any strain of Covid-19 must test negative after being sick/testing positive before entering my salon suite regardless of lack of symptoms or duration of time since first infected. Thank you for your honesty and for helping to keep myself and my family healthy.

 

Substances

For liability purposes, clients cannot be serviced if under the influence of drugs or alcohol. I expect that clients do not come to their appointments smelling of alcohol or cannabis. 

 

Animals

Per the Massachusetts Board of Health, and division of Board of Cosmetology, pets are not allowed inside the Sola Salons building or my salon suite. Service dogs (with proper documentation) are allowed to assist the disabled due to federal and state law.

 

 

TERMS & CONDITIONS

Credit Card Information

All clients who book an appointment at Brows By Jane are required to provide a valid credit or debit card to be kept on file with my online booking platform. I, myself, do not have access to this information and cannot see the data that has been entered into the booking platform other than the last four digits of the card number, which I often use to confirm payment methods with clients. Credit card information can be changed/updated at the time of booking a new appointment online. By booking an appointment, and by signing this document, all clients must acknowledge and agree to the possibility of being charged a fee that pertains to their particular policy violation.

 

Declined Credit/Debit Cards

In the event that a client’s credit/debit card is declined when charged for a late-cancellation/late-arrival/no-show fee, they will be invoiced directly from my online booking platform. Failure to pay the invoice within the set amount of time instructed will result in immediate and permanent termination from my clientele. 

Chargeback Disputes:
An additional form regarding chargeback disputes is required to be completed and signed. Clients who dispute charges for services performed, product purchased, or fees for policies violated will not be welcomed back for future services at Brows By Jane. 

 

Deposits

A 50% deposit is required for all appointments. This deposit will be refunded automatically through my online booking platform when a client cancels more than 48 hours in advance.

Returns & Exchanges

Due to the personal nature of cosmetics, returns and exchanges are not accepted with the exception of damages. Defective or damaged packaging and/or formulas may be exchanged for a replacement or product of equal value within 30 days of the original purchase date.

 

Same-Day Cancellation

If cancelling the day of an appointment, please contact me by text only with your full name and appointment date/time, and a message letting me know you need to cancel. There is a late-cancellation fee of 100% of the service price for appointments cancelled 48 hours or less in advance.  

 

No-Show

Clients who fail to arrive to an appointment without cancelling ahead of time will be charged in full for their missed appointment and terminated from my clientele indefinitely. 

"First of the Day" Fee:
Clients booked at the beginning of my day who cancel same-day (morning of) or fail to arrive to their appointment altogether (no-show), will incur an additional fee of $25. This fee is enforced to decrease the number of early morning no-shows.

 

Informed Consent

All clients are required to fill out and sign consent forms relevant to the service(s) they are receiving. The information provided in these documents is important for each client to maintain healthy skin and brow health while in my care as their service provider. By signing these documents, the client acknowledges that they understand the risks involved with waxing and chemical services performed in my salon.

Clients are responsible for informing me about new skincare products or medication after filling out their initial consent form(s). Certain skin care products and medications can thin the skin leaving it too fragile to wax. Failure to report new product, and/or existing medication usage may result in damage to the skin, open tears, or mild burns.

 

Liability Insurance

Brows By Jane is covered by liability insurance that protects both myself and the client should an injury take place within the salon. 

 

 

F // A // Q

Do you accept walk-ins? I do not. All services are performed by appointment only.

Do you have a Waitlist? The online booking system I use offers a wait-list option. You can add yourself to the waitlist by visiting Vagaro.com/browsbyjane and selecting the "Add to Waitlist" button under the "Book Now" tab. You can then select your desired dates and time-frames. If something becomes available, you will be notified and can book the appointment within seconds!

Can I pay in cash? Yes - exact change only - thank you!

I am deaf and/or don't speak English. Can I visit Brows By Jane for services? Yes! Please bring an English-speaking friend or family member with you to translate for us.

I use a wheelchair or other mobility aid. Is Brows By Jane able to accommodate me? Absolutely. We also have ADA compliant restrooms in our building.

Do you work with Transgender folx? Without a doubt. Gender affirming eyebrows, coming right up.

Are you able to help me if my eyebrows are curly? Yup - all hair textures welcome!

I'm Autistic and/or have ADHD and can get overstimulated easily. Will Brows By Jane work for me? Same! Please reach out to me ahead of time and I can adjust the lighting, TV, and music to something more comfortable for your sensory needs. I also have a variety of fidget toys on hand for you to use!

Do you offer tweeze-only or threading? Brows By Jane is a wax-only brow bar.

Do you offer Henna (mendhi) brow staining? I do not. A license is not required to perform this service and my goal is to provide the most professional brow experience possible for each client. If you have received a henna brow treatment at another salon, you must wait 16 weeks (4 months) before your brows can be tinted by me. Failure to do so will cause an adverse reaction, hair breakage, or loss.

Why can't pregnant women receive chemical services services? Pregnant women are unable to use certain antihistamines, and this could pose a serious health risk if one experienced an allergic reaction to the solutions used during Lamination or Tinting treatment.

Do you travel to clients' homes or businesses to perform services? I do not. My liability insurance only covers the client and myself if I perform services at my studio location. Thanks for asking, though!

I tend to break out after waxing. What causes this and what can I do to prevent it? This is very common! Dirt, oil, and free radicals (pollution from the air or cigarette smoke), and naturally existing bacteria living on the skin get trapped behind the hair follicle underneath the skin. When the hair is removed with warm wax, the follicle is left open and impurities like dirt and oil come to the surface, causing a small white head. This is in fact not a pimple, it is a small infection in the follicle. This happens mostly to clients with oily skin or those who work out a lot. To help prevent these little bumps, treat the waxed area with antiseptic cream, a benzoyl peroxide cream or wash (4%) for the first few days after your service, and only use extremely clean brushes or sponges to apply makeup.

I lost skin during my Brow Shaping. Why did this happen and what can I do to help my skin heal?

This is called skin "lifting" and usually happens when a client is using skin products containing retinoids/retinol, steroids, or medications that thin the skin, or is experiencing seasonal dryness of the facial/orbital tissue. Skin lifting is very superficial and usually heals in under a week. Keep the area very clean with soap and warm water, avoid using makeup on the affected area, and cover it with Vaseline or Aquaphor to prevent bacteria from entering the wound. Discontinue skincare with active ingredients and be sure to keep your skin hydrated before your next wax appointment.

 

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