What to Include in a Salon Policy Manual
- Kimberly Sulatycky
- Aug 9
- 3 min read
Your salon policy manual isn’t just a set of rules—it’s the foundation of a well-run, professional business. Whether you’re a solo artist or leading a full team, having clearly outlined policies helps protect your time, create consistency, and maintain healthy relationships with clients and staff.
From booking to boundaries, your policy manual should reflect how you want your business to operate. If you’ve ever felt frustrated by late clients, no-shows, or unclear communication, this is your cue to tighten up your systems.
Here’s what every salon or studio should include in a Salon Policy Manual:
1. Booking & Cancellation Policy
Clients need to know how and when they can book, reschedule, or cancel appointments.
Include:
How far in advance clients must cancel or reschedule (e.g., 24–48 hours)
What happens if they cancel late or don’t show
Your rebooking process and available platforms (online booking, text, etc.)
✔ Why it matters: Sets expectations and helps prevent no-shows or last-minute gaps in your schedule.
2. Deposit Requirements
If you collect deposits for services or new clients, make it clear.
Include:
How much is required (flat rate or percentage)
When it’s due (upon booking)
If/when the deposit is non-refundable
✔ Why it matters: Secures your time and reduces cancellations.
3. Late Arrival Policy
Boundaries around tardiness are key to protecting your schedule—and client experience.
Include:
Grace period for lateness (e.g., 10 minutes)
What happens if a client arrives late (e.g., service shortened or canceled)
When the appointment is considered a no-show
✔ Why it matters: Keeps your day on track and sets a tone of professionalism.
4. Service Redo or Satisfaction Policy
No matter how skilled you are, miscommunication or unmet expectations can happen.
Include:
Timeline for reporting an issue (e.g., within 48 hours)
Guidelines on what qualifies for a redo
How the redo will be handled (same service, same stylist, no charge, etc.)
✔ Why it matters: Provides a professional approach to handling concerns while protecting your time and expertise.
5. Health, Hygiene & Safety Guidelines
Especially relevant in a post-pandemic world, your clients want to know your space is clean and safe.
Include:
Sanitation protocols
PPE usage (if applicable)
When a client should reschedule (e.g., illness, contagious conditions)
✔ Why it matters: Builds trust and ensures everyone’s well-being.
6. Payment Policies
Clarify what forms of payment are accepted and how payments are handled.
Include:
Accepted payment methods (credit, e-transfer, cash)
If gratuities are accepted and how (cash only, included in total, etc.)
Refund policy (for services, products, or prepaid packages)
✔ Why it matters: Prevents awkward situations and protects your income.
7. Children & Guest Policy
If you don’t allow children or guests in the treatment room, say so clearly and professionally.
Include:
Whether extra guests are allowed in the space
Age limits for children or supervision requirements
✔ Why it matters: Maintains a peaceful, safe, and professional environment.
8. Social Media, Photos & Client Consent
If you use client photos for marketing or education, get clear consent.
Include:
Photo/video release clause
How and where images may be used
Option for clients to opt-out
✔ Why it matters: Protects your brand and respects client privacy.
9. Staff Conduct & Dress Code (for team-based salons)
If you have employees or renters, include internal expectations too.
Include:
Dress code standards
Professional behavior and language expectations
Staff communication protocols
✔ Why it matters: Creates consistency and professionalism across your team.
10. Contact & Communication Guidelines
How and when should clients reach you?
Include:
Preferred method of communication (text, email, booking platform)
Response times (e.g., within 24–48 business hours)
Business hours for communication
✔ Why it matters: Prevents boundary-crossing and protects your time off.
Final Thoughts
A policy manual isn’t about being strict—it’s about setting standards. When clients know what to expect and you have clear systems in place, your business runs more smoothly, your stress decreases, and your professionalism shines.
Need help creating your salon policies or manual?
Visit www.salonrescueconsulting.com or reach out on Instagram @SalonRescue for resources, templates, and 1:1 mentoring.
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