policies & etiquette

SALON & SPA POLICIES

Scheduling

A valid credit or debit card is required to secure all reservations within our booking system and helps us manage appointments and cancellations efficiently. When scheduling, card details may be provided by phone, in person or we will send a secure Payment Link by text message or email, allowing you to conveniently provide your information. Your card will not be charged when you book. It is kept on file only to secure your reservation under our cancellation policies. You may use a different payment method at checkout.
Reservations awaiting card information are tentative until the required card details are received. After a Payment Link is sent, you must submit your card information within 24 hours to finalize your reservation. Appointments that are not secured within that timeframe are automatically removed from the schedule.

Cancellations and Rescheduling

We understand that circumstances may arise and plans sometimes change. In consideration of our technicians and other guests, we respectfully ask that you cancel or reschedule within the notice periods outlined below to avoid applicable fees.

Requirements:

  • Service duration of 2 hours or less: minimum 24-hour notic
  • Service duration of 2.5+ hours: minimum 48-hour notice
  • Group reservations of 3 or more: minimum 72-hour notice

Fees:

  • Cancellation without proper notice = 50% of service
  • No shows or cancellations within one hour = 100% of service

How to Cancel or Reschedule

You may cancel or reschedule using any of the following methods, provided your request is made within the required notice period:
  • Call our Front Desk during regular business hours.
  • Use your Santo online account through our website or mobile app
  • Reply to your appointment confirmation or reminder text. Our AI assistant or Front Desk team can help with your request.

Please note: Online and text options are only available within the required cancellation timeframe. Changes outside of this timeframe must go through through our Front Desk team; applicable fees may apply.

Applicable fees will be charged to the card on file. If the charge cannot be processed, the balance will be added to the guest’s account and must be paid in full before any future appointment can be scheduled or received.

For group reservations, the person who books the appointment is responsible for any cancellation fees incurred by members of the party.

Payments

Cash, Personal Check (with proper identification), all major credit cards, Apple Pay, Google Pay (a small processing fee will be applied to all credit card transactions)

Gratuity

Gratuity is not included in our menu pricing and is at the discretion of our guests. Gratuity may be given by cash, Venmo, or added to your credit card transaction (fees apply).

For select specialty services, on-location services, and other special accommodations, an automatic gratuity may apply. Any applicable gratuity will be discussed and quoted in advance by our Salon Coordinator when arranging your reservation.

For Your Protection

For your safety and comfort, we ask that all guests change into the smock or robe provided prior to their service. Guests are responsible for storing personal belongings in the designated areas provided. We regret that we cannot be responsible for the loss of or damage to personal belongings or clothing.

Merchandise Returns or Exchanges

Returns or exchanges are accepted, at our discretion, within 14 days of purchase for store credit only. All cosmetic and skin care product sales are final. Testers are available upon request so you can try products before purchasing.

Service Guarantee

Your satisfaction is our top priority. If you are not completely satisfied with your service, please contact us within seven days of your original service date. We will be happy to work with you to address your concerns and, when appropriate, redo the service at no additional charge.

SALON & SPA ETIQUETTE

Arrival & Punctuality

We understand that unexpected delays happen, so we allow a brief grace period for late arrivals when possible. However, to avoid delaying the next guest, your service will still end at the scheduled time. If you arrive too late for us to provide your service, the appointment will be treated as a last-minute cancellation, and the standard fee will apply.

Relaxing Environment

We strive to create a peaceful environment for all guests. Please silence your cell phone and refrain from phone use in service areas. We kindly ask that conversations remain at a considerate volume, with extra consideration given to the quiet atmosphere of the Spa and Shampoo Lounge, so everyone can relax and enjoy their experience.

Children

Children are welcome in our service areas only when they are receiving a service. Babies and young children may not accompany parents or guardians during appointments due to safety considerations, limited space, and out of consideration for the relaxing experience of all guests.

Service Animals

Service animals are welcome in accordance with applicable law. For the safety and comfort of our guests and team, we kindly ask that only service animals accompany guests into the Salon or Spa. If you plan to bring a service animal, please let us know in advance so we can make appropriate accommodations.

Health & Wellness

For your safety and comfort, please inform our Front Desk team when scheduling and your service provider prior to your appointment of any medical conditions, physical limitations, allergies, or pregnancy that may affect your service. Please also complete any required health and wellness forms provided prior to your appointment.