Our policies have been designed to make sure that each of our guests has the best possible experience during every visit to 18|8 Elm Grove. For us to continue to deliver high-quality services in a timely and professional manner, we ask that you please adhere to the following:
We value and respect all our guests at 18|8 Elm Grove. Your appointments are very important to us, and we reserve your time slot just for you. We also understand that you lead a busy life and unexpected schedule disruptions will happen from time to time. However, please understand that late arrivals, last-minute cancellations, and missed appointments negatively impact our other guests.
If you have provided us with valid contact information, you will receive email and/or text confirmations for your appointments. Please reply to these automated messages. If we do not receive a reply, we may give you a reminder call the day before your scheduled appointment. If you do not confirm your appointment, we reserve the right to offer that time slot to another guest.
We have a 5-minute grace period before we call to check on you. We will always do our best to accommodate your service, however, we reserve the right to reduce or cancel the service entirely. Your service will not be discounted or refunded if it is reduced or canceled due to your late arrival.
Reschedules & Cancellations
If you need to reschedule or cancel an appointment, please do so at least 24 hours before the start of your scheduled service(s). If you reschedule or cancel an appointment with less than 24-hour notice, a 50% cancellation fee will apply. If you do not show up for a scheduled appointment, a 100% no-show fee will apply. A complimentary Membership Clean-up that is canceled with less than 24-hour notice will be forfeited. It may be rescheduled by paying for a regularly priced Clean-up.
If you have a valid card on file, that card will be charged for any applicable cancellation or no-show fees. If you do not have a card on file, you will be asked to pre-pay for future appointments. Once pre-payment has been made, it is non-refundable. The scheduled service(s) may be rescheduled or canceled without forfeiting the pre-payment if you contact us with at least 24-hour notice. The pre-paid funds will remain on your account to be applied to future services.
Child Safety Policy
For safety reasons, children are not allowed in the salon area unless they are receiving a service. Children are not allowed to sit on a parent’s lap during a service (booster seats are available) and must be able to sit for 30 consecutive minutes. Our salon is not childproof. Sharp tools, hot equipment, chemicals and a busy, congested area make for a potentially dangerous environment for young children. Our policy strictly prohibits unsupervised children in the salon. In the event you must bring a young child into the salon, please provide proper supervision for them in the form of an additional caretaker.
We will always do everything we can to accommodate not only our guests, but also your companions. We believe that 18|8 Elm Grove should be a comfortable place for folks to gather and relax. However, we are a very busy salon that can get congested during periods of high demand.
Companions are strictly prohibited from standing on the salon floor because they represent a distraction for other guests and impede the efficient operation of the salon. If there is an unused station nearby, your companion is welcome to sit and observe the service. We ask that they please respect the experience of other guests receiving services at that same time by minimizing conversation and using headphones if they will be using a personal electronic device.
We invite your companions to relax in our reception area while you receive your services. However, during busy times we ask that they please respect our other guests and offer seats to those clients who are waiting for their service.