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 kindly ask for at least 24 hours’ notice if you need to cancel, reschedule, or make any changes to your reservation. This helps us accommodate other clients and manage our schedule effectively.

Please note the following:

• Cancellations or rescheduling requests made less than 24 hours before your appointment will incur a charge of 50% of the scheduled services.

• No-show appointments will be charged 100% of the total services booked.

• Rescheduling to a different day is not permitted within 24 hours of your appointment.

• Please keep in mind that cancellation fees do not apply as credit toward future appointments; they cover the waxer’s reserved time for the canceled appointment.

We want to make managing your appointments as easy as possible! Guests have full control over making changes to their bookings using the Vagaro app up to 24 hours before their appointment. If you prefer to have a receptionist assist you with your booking, feel free to call or text us during business hours! Please note that we may not return missed calls without a message, as we receive a high volume of spam calls daily. If you reach out outside of business hours, you can leave us a direct message on Instagram or email us at info@thedollhausbeautyco.com, and we’ll get back to you as soon as possible.

VALID CARD ON FILE

To secure your appointment with us, we require a valid credit or debit card to be kept on file in our secure booking system. This card will not be charged or used for deposits when you book your waxing appointment. It is solely for the purpose of enforcing our last-minute cancellation or no-show policies and to ensure smooth checkout in case our card reader experiences connectivity issues.

Please make sure the card on file is valid and has not expired, and that it can support the full payment for your booked services if necessary.

courtesy APPOINTMENT REMINDERS

As a courtesy, we send out automated appointment reminders to help you stay on track! You’ll receive three reminders: one on the day you book your appointment, another 48 hours before, and a final reminder 2 hours prior to your appointment. You can choose to receive these reminders via email, text, or push notifications, whichever works best for you!

Additionally, about 24 hours before your appointment, we’ll send you a text that includes our policies and arrival protocols. We kindly ask that you take a moment to read this message and familiarize yourself with our policies to ensure a smooth experience.

If you haven’t had the chance to confirm your appointment using the link we sent via text or email, don’t worry! Our front desk staff will reach out to you the day before your appointment to help facilitate a manual confirmation.

GRACE PERIOD

We offer a 5-minute grace period for our guests. If you find yourself running late, please give us a quick call or text at 714-787-9974 to let us know. While we’ll always do our best to accommodate late arrivals, please be aware that if you arrive after the grace period, your appointment may need to be shortened or even canceled, depending on our schedule for the day. We want to ensure that every client receives the best service possible.

GRACE PERIOD ARRIVALS

We understand that life can sometimes get in the way! If you arrive a few minutes late (1-5 minutes), our waxers will still do their best to complete your services within your originally scheduled time. However, we want to let you know that every minute lost means we won’t have as much time for the important details, like double-checking the area, tweezing, clean-up, and discussing aftercare.

To make sure you get the best service possible, we kindly ask our clients to arrive about 5 minutes early. This gives you time to complete your Guest Information and Consent Form on our tablet and use the restroom. By arriving a bit early, you can fully enjoy your appointment and receive the perfect results you deserve!

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

If you do arrive between 5 and 15 minutes late, we will do our best to accommodate you! However, a 10% late fee will be added to your appointment total to help us manage our schedule effectively. This helps ensure that we can provide quality service to all of our clients.

SAME DAY MOVE DOWNS: 25% FEE

If you find yourself running more than 15 minutes late, we may not be able to accommodate your appointment as planned. In this case, we offer two options:

1. Last-Minute Cancellation Fee: You can choose to pay 50% of the scheduled service as a cancellation fee and reschedule a new, fresh appointment for another day.

2. Same Day Move Down Fee: You’re welcome to inquire about the opportunity for a same-day move down to a later time, depending on availability. This option incurs a 25% fee which will be applied to your total.

If you need to adjust your appointment time on the same day, we’ll do our best to accommodate you! Sometimes, we can find a later time for you, but please keep in mind that changes made with less than 24 hours’ notice can be tricky.

LAST MINUTE CANCELLATIONS

We totally understand that life can be unpredictable, and sometimes appointments need to be rescheduled. We’re here to help, and we always strive to be as flexible as possible when given enough notice!

To help us accommodate all our clients, we kindly ask that you provide at least 24 hours’ notice if you need to cancel or reschedule your appointment. This way, we can offer your time slot to another guest.

If you find yourself needing to cancel within 24 hours, please call or text us at (714-787-9974) as soon as possible.

Please note:

• Unfortunately, we can’t allow rescheduling to another day within 24 hours of your appointment.

• All changes to your reservation (services booked, time, date, etc.) need to be made before the 24-hour mark. After that, you’re officially responsible for your reservation as it stands.

• Cancellations or reschedules made with less than 24 hours’ notice will incur a charge of 50% of the scheduled services.

• If you send a cancellation or rescheduling request outside our regular business hours, we’ll take care of it as soon as we’re back, and the time of your request will be noted. It’s best if you send an email sent to info@thedollhausbeautyco.com to help us plan ahead.

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.

AGE REQUIREMENTS

At The Dollhaus, we want to ensure a positive experience for all our clients, including minors. If you are a minor or a parent/legal guardian of a minor, please take note of our age requirements for various services, or feel free to give us a call for more information:

• 10 Years Old and Up: Clients may receive non-intimate area services (such as brow, lip, underarm, legs, etc.).

• 12 Years Old and Up: Clients may receive bikini line services, but a parent or legal guardian must be present in the room for the entire service.

• 15-17 Years Old: Clients may receive bikini line, teeny bikini, bikini full, and Brazilian services as long as their parent is in the room during the entire service.

• 18 Years and Older: Clients can receive any services we offer at The Dollhaus.

It’s important to note that consent from the person receiving services is required at the time of the appointment. If a parent wishes for their child to be waxed, but the child is hesitant or uncomfortable, we will not proceed with the service. Additionally, if the child shows signs of extreme discomfort or a low pain tolerance, we may end the service for their well-being. Our waxers have the right to discontinue services if they determine the junior client is too uncomfortable.

If services need to be stopped early, we’ll be happy to consider scheduling another appointment in the future when the child is older.

CONSENT, COMFORT AND SAFETY FOR ALL

We prioritize the comfort and well-being of both our clients and our service providers. It’s essential that both parties give consent and feel at ease throughout the service.

Our waxers reserve the right to discontinue services at any time if they feel that:

• The guest’s pain tolerance is too low.

• The guest is experiencing extreme discomfort.

• The guest feels uncomfortable due to the client’s words or actions.

ZERO TOLERANCE FOR INNAPROPRIATE BEHAVIOR:

We are committed to maintaining a safe and respectful environment for both our clients and staff. We have a zero tolerance policy for any form of sexual harassment. This includes, but is not limited to:

• Sexual advancements

• Suggestive language

• Inappropriate comments or behavior

• Coercement or intimidation

Please remember that our waxing services are solely focused on hair removal and are non-sexual in nature. Any violation of this expectation will result in immediate police involvement with the Santa Ana Police Department. Thank you for helping us ensure a positive experience for everyone at The Dollhaus.