Shop Policies

Our reserved time with each and every client is very important, and we make every effort to protect your time and experience. In order to ensure that each client has time for a full, quality service experience we require all clients to abide by our shop policies.

By booking your appointment online, in person, or over the phone you are agreeing to the following policies:

the dollhaus beauty co. CANCELLATION POLICY:

We require 24 hours notice for canceling or rescheduling an appointment. Cancellations or requests to reschedule made less than 24 hours will result in a charge of 50% of the scheduled appointment. No-show appointments will be charged 100% of the total services booked. Rescheduling to an entirely different day is not permitted within 24 hours of your appointment. Cancellation Fees do not apply as a credit to future appointments; they cover the waxer's time for the cancelled appointment.

MAKING CHANGES TO YOUR RESERVATION

Please note clients have have full control over making changes to their appointments by using the Vagaro app up to 24 hours before their appointment. If it is preferred for a receptionist to handle a booking, please contact us by phone during business hours (text or call). Please note we do not return missed calls that have not left us a message as we get many spam calls each day. If outside of business hours, leave us a DM on Instagram or email us at info@thedollhausbeautyco.com

VALID CARD ON FILE

In order to reserve an appointment, a valid credit or debit card is required to be kept on file in our secure booking system. We do not charge the card or take a deposit upon booking for wax appointment reservations, the purpose for the card on file is only in the case we have to enforce our last minute cancellation or no show policies, or in the event our card reader machine has connectivity issues at checkout in studio.

The card on file must not be expired or expiring, and it must be able to support a payment for 100% of the services booked should the situation arise.

courtesy APPOINTMENT REMINDERS

As a courtesy, an automated appointment reminder notice is sent out three separate times: the day the appointment is made, 48 hours prior, and 2 hours prior. Clients can choose to receive any combination of email, text, or push notifications from our booking system. We require that our clients keep at least one of these notifications on so that they do not forget about their scheduled appointments.

In addition to the automated courtesy reminders, a text that includes our policies and arrival protocol will be sent out roughly 24 hours before an appointment. It is our client’s responsibility to read this text and familiarize themselves with our policy.

FAILURE TO CONFIRM

Clients who do not self-confirm their appointments via the link texted or emailed to them will receive a text, call or email from our front desk staff to facilitate manual confirmation the day before their appointment. Clients who are non-communicative with our staff and do not take action on their confirmations will receive negative marks on their accounts. Several occurrences of failure to confirm will result in the client having their accounts restricted to a request only, pre-pay only, or walk-in only basis at the discretion of management.

GRACE PERIOD

The Dollhaus Beauty Co. has a 5 minute grace period. We will always try our best to make late arrivals work with our schedule. If you are running late we do ask that you reach out to notify us by calling or texting us at 714-787-9974.

If you arrive late your scheduled appointment may have to be shortened or cancelled completely depending on the schedule for the rest of the day. There is no guarantee that we’ll still be able to wax a client that arrives past the 5 minute mark. Clients who arrive late are expected to pay for all services reserved, whether they have time to receive all of the services they have reserved, or not.

If the 5 minute grace period passes and we haven’t heard from you, we will try reaching out. If you do not answer, you are effectively a No Call/No Show and will be charged 100% of the scheduled services.

GRACE PERIOD ARRIVALS

If a client arrives a few minutes late (1-5 minutes late, but is within grace period) their waxer will wax them until their originally scheduled finish time. Every minute that our waxers would normally go back and triple check the area, tweeze, do clean up strips, talk to clients about aftercare, etc. are all things we will not have time for if we get a late start with a client. We want to make sure we are able to give each client the very best service, so in order to do that we ask that our clients arrive 5 minutes early to fill out their Client Information and Consent Form on our tablet and use the restroom. This ensures all clients will be taken back on time and able to enjoy every minute of their reservation as well as receive perfect results.

LATE ARRIVALS (5-15 MINUTES) AND 10% LATE FEE

If we can accommodate a late arrival of 5-15 minutes past an appointment time, a 10% fee will be added to the appointment total.

If we are unable to accommodate a late arrival of 5-15 minutes past an appointment time or a client is running later than 15 minutes, the options are to pay 50% for a last minute cancellation, or they can inquire about the opportunity for a SAME DAY MOVE DOWN.

SAME DAY MOVE DOWNS: 25% FEE

If a client needs a later time on the same day, sometimes same day appointment time changes are possible. With less than 24 hour notice we often do not have enough time to fill the original time slot and must make up for the loss in revenue for that reservation. A 25% rescheduling fee will be added to appointments that request a later time on the same day.

LAST MINUTE CANCELLATIONS

We understand that life is unpredictable and appointments may need to be rescheduled from time to time. We will always try to be as flexible as possible when given enough notice. We ask that you provide us with at least 24 hour notice so we can offer your appointment slot to another client.

For cancellations within 24 hours of your appointment, call or text the shop as soon as possible (714-787-9974).

Clients who wish to cancel or reschedule appointments within 24 hours must notify the shop for assistance with their request; our system does not allow for clients to make any changes to their appointments once the 24-hour mark has passed.

Reschedules to another day are not permitted within 24 hours of your appointment.
Any and all changes to your existing reservation (the services booked, time and date of your appointment, etc.) must be applied before the 24 hour mark. 24 hours before your appointment clients are locked in and officially responsible for their reservation as it stands.
All cancelled or rescheduled appointments with less than 24 hours notice will be subject to a charge of 50% of the scheduled services.
Requests for cancellations or reschedules outside of regular business hours will be tended to during business hours, however the date/time at which the request was sent will be honored as when notice was given.
NO-CALL/NO-SHOWS
Should you miss your appointment without notifying us or responding to our texts/calls, 100% of the scheduled services will be charged to the card on file. We take No-Call/No-Show appointments very seriously; more than one occurrence of No-Call/No-Show will permanently restrict the ability to schedule future appointments with us.
ACCOUNTS IN DEBT
On rare occasions, we have had cards on file decline when a payment is due, at which point we send an invoice via email for the client to complete the payment using another card of their choice. Clients who do not settle their balance with us within a timely manner will be restricted from booking with us again.
AGE REQUIREMENTS

We do have restrictions on certain services for clients under the age of 18. If you are a minor or a parent/legal guardian of a minor, please see below for our age requirements for each service, or call us for more information:

The minimum age for a client to recieve non-intimate area services with Dollhaus (brow, lip, underarm, legs, etc.) is 10 years old.

12 years old is the minimum age to recieve bikini line services, and a parent or legal guardian must be present in the room during the entire service.

Clients 15, 16 or 17 years old may receive bikini line, teeny bikini, bikini full, and brazilian services as long as their parent is in the room during the entire service.

Clients 18 and over may recieve any services with The Dollhaus.

Most importantly, the consent of the person receiving services is required at the time of service. If a parent wants their child to be waxed but the child does not want to recieve the services, we will not perform the services. If the child is showing signs that their pain tolerance is too low to complete the service we will not complete the appointment. The waxer has the right to end services at any time if they determine the junior client is too uncomfortable. If services have to be ended early, another future appointment for the child will be considered in a few years once the child is older.

CONSENT, COMFORT AND SAFETY FOR ALL

The consent and reasonable comfort of both the service provider and the person receiving services is required at all times during service. Our waxers have the right to end services at any time if they determine the client's pain tolerance is too low, the client is too uncomfortable, or the waxer is made to be uncomfortable by a client's words or actions. If services have to be ended early, the client will owe for a service comparable to the amount of waxing that was actually performed.

ZERO TOLERANCE FOR INNAPROPRIATE BEHAVIOR:

We have a strict zero tolerance policy for any form of sexual harassment, including but not limited to: sexual advancements, suggestive language, inappropriate comments, sexual behavior or innuendos, gestures, coercement, or intimidation. We go to great lengths to ensure the safety of our waxers and to maintain professionalism in everything we do. While our waxers try to make everyone comfortable during their service, our clients must respect our waxers or they will be asked to leave immediately. We insist all clients treat our staff with the utmost respect and keep things professional. We do not tolerate any "funny business" from our clients during waxing appointments, regardless of gender. Waxers are instructed to stop the service immediately if they are made uncomfortable by a client, and these clients will be charged in full for their appointment regardless of how much of the hair has been removed. Any attempt in violation will warrant immediate police involvement with the Orange Police Department.