MARS NAILS
Appointment & Cancellation Policy
Important Information
Appointments must be canceled or rescheduled at least 24 hours before the scheduled start time.
Any concern regarding a completed service must be reported within 72 hours after the appointment. The salon will provide one complimentary correction related to the original service when eligible under this policy.
Completed services are nonrefundable except where otherwise required by applicable law.
Clients are responsible for booking the appropriate service and selecting any desired add-ons in advance. Services, techniques, and design options may vary by technician.
1. Service Inspection and Acceptance
Clients must inspect their nails before payment and before leaving the salon.
This includes reviewing:
Shape and length;
Color;
Design;
Finish;
Overall appearance.
Any visible concern should be communicated before checkout so the salon has an opportunity to correct it immediately.
Payment confirms acceptance of the visible result at the time of checkout, subject to the 72-hour correction policy below.
2. No-Refund Policy
Payments for completed services are final and nonrefundable, except where otherwise required by applicable law.
The salon may correct an eligible concern but is not required to issue a monetary refund.
A discretionary refund, credit, complimentary service, or other exception provided in one situation does not create an obligation to provide the same resolution in another situation.
3. Complimentary Corrections
Any concern regarding the original service must be reported within 72 hours after the appointment.
The client must contact the salon through an official salon communication channel and provide photographs if requested.
One complimentary correction may be provided for issues involving:
Shape or length;
Color or design;
Product application;
Unevenness or finish;
Chipping, lifting, or cracking;
Another correctable issue related to the original service.
The salon may require an in-person inspection and will determine the appropriate correction method.
The complimentary correction is limited to correcting the original service. It does not include:
A monetary refund;
A different service;
An upgrade;
Additional length or nail art not included in the original appointment;
A completely new design unrelated to the original service;
Damage caused after the appointment;
Work altered by another salon or person.
Requests submitted more than 72 hours after the appointment will be treated as new paid services.
If the client alters, removes, files, cuts, repairs, or covers the affected area before the salon can inspect it, the complimentary correction may be denied.
4. Cancellations and Rescheduling
Appointments must be canceled or rescheduled at least 24 hours before the scheduled start time.
Cancellations or appointment changes made less than 24 hours before the appointment are subject to a charge equal to 100% of the scheduled service price.
Substantially reducing the booked services less than 24 hours before the appointment may also be treated as a late cancellation.
A cancellation or rescheduling request is effective only when submitted through the online booking system or another official salon communication channel.
5. No-Shows and Late Arrivals
Failure to attend an appointment will result in a charge equal to 100% of the scheduled service price.
Clients arriving 15 minutes or more after the scheduled start time may have their appointment shortened or modified to fit the remaining scheduled time.
This may include removing French, nail art, repairs, removal, or other services or add-ons that can no longer be completed within the reserved appointment time.
Arrival more than 30 minutes after the scheduled start time may be treated as a no-show and may result in cancellation of the appointment and a charge equal to 100% of the scheduled service price.
When a client is late, the salon may:
Shorten or simplify the service;
Remove services or add-ons that cannot be completed in the remaining time;
Modify the appointment to fit the remaining scheduled time;
Reschedule or cancel the appointment;
Charge the full scheduled service price when applicable under this policy.
Advance notice of a delay does not guarantee that the appointment can proceed or that all originally booked services can be completed.
6. Booked Services, Add-Ons, and Technician Availability
Clients are responsible for selecting the appropriate service and any desired add-ons when booking an appointment.
Services, techniques, design options, and add-ons vary by technician. Previous service with another Mars Nails technician does not guarantee that the same service, technique, or add-on is available with a different technician.
If a service or add-on is not available for the selected technician in the online booking system, the client should not assume that it can be provided during the appointment.
French, chrome, cat eye, ombre, nail art, repairs, extensions, removal, and other additional services must be added to the appointment in advance when available.
Requests for services or add-ons that were not included in the original booking are not guaranteed.
They may be accommodated only when:
The selected technician provides the requested service;
Sufficient appointment time remains;
The requested service can be performed safely and professionally.
If these conditions cannot be met, the salon may decline the additional service or add-on and perform only the services included in or appropriate for the scheduled appointment.
The service booked online must reasonably match the client's existing nail length, condition, product, and structural needs.
If the technician determines that the booked service is not appropriate or sufficient, a different service may be recommended or required. This may include, for example:
Builder Gel;
Hard Gel;
Modeling or structural correction;
Nail Extensions;
Product removal;
Nail repairs;
Additional length or structural work.
If the required service differs from the service originally booked, the appointment duration and price may also change.
Any applicable service or price change will be explained before the additional or upgraded service is performed.
If the appropriate service requires more time than was reserved, or is not provided by the selected technician, the salon may:
Modify the service;
Perform only the work that can reasonably be completed within the reserved time;
Decline an unavailable service or add-on;
Reschedule part or all of the appointment;
Recommend booking with a different technician.
Booking a lower-priced or shorter service does not guarantee that service or price when the client's nails require a different service to safely or professionally achieve the requested result.
7. Payment Card and Outstanding Balances
A valid payment card must remain on file for the appointment to remain valid.
The salon may cancel an appointment if the card is removed, expired, invalid, or declined.
By booking an appointment, the client authorizes the salon to charge the card on file for applicable late-cancellation and no-show fees.
Any outstanding balance must be paid in full before another appointment may be booked or performed.
8. Appointment Notifications
Appointment confirmations and reminders are provided as a courtesy. Delivery is not guaranteed.
Clients are responsible for:
Tracking the appointment date and time;
Maintaining accurate contact information;
Checking spam and blocked-message folders;
Managing notification settings.
Failure to receive a reminder does not excuse a missed appointment, late arrival, late cancellation, or applicable fee.
9. Animals in the Salon
Pets, emotional support animals, therapy animals, comfort animals, and other non-service animals are not permitted without prior approval from salon management.
A client who arrives with an unapproved non-service animal may be refused service. If the appointment cannot proceed, it may be treated as a late cancellation or no-show.
Service dogs trained to perform work or tasks for a person with a disability are permitted as required by law.
A service dog is not required to wear a vest, tag, or identification. The salon will not request certification, medical documentation, or proof of disability.
When the dog's purpose is not apparent, staff may ask:
Is the dog a service animal required because of a disability?
What work or task has the dog been trained to perform?
Emotional support or comfort alone does not qualify an animal as a service dog.
The service dog must remain under the handler's control and may be required to leave if it is out of control, not housebroken, or creates a direct safety risk that cannot reasonably be reduced.
10. Health and Safety
The salon may delay, modify, stop, reschedule, or decline a service when it cannot be safely or professionally performed.
This may include situations involving:
Open wounds, active bleeding, or suspected infection;
A contagious or inflammatory nail or skin condition;
A known or suspected allergic reaction;
A natural nail that cannot safely support the requested service;
Failure to follow sanitation or safety instructions;
A request likely to cause injury or significant nail damage.
The salon does not diagnose or treat medical conditions and may recommend medical evaluation before proceeding.
11. Client Conduct and Right to Refuse Service
The salon may refuse or discontinue service for legitimate safety, operational, professional, or policy-related reasons, including:
Threatening, abusive, discriminatory, or inappropriate behavior;
Harassment or physical aggression;
Interference with employees or other clients;
Refusal to follow reasonable health and safety instructions;
An unpaid balance or suspected payment fraud;
Repeated appointment-policy violations;
An unapproved non-service animal;
A service request that is unsafe, unlawful, technically inappropriate, or outside the technician's professional scope;
A service or add-on that was not booked and cannot be accommodated within the reserved appointment time;
A service or add-on that is not provided by the selected technician;
Insufficient appointment time caused by late arrival or an incorrectly booked service;
A health or sanitation condition that prevents safe performance of the service.
If a service is stopped because of the client's conduct, late arrival, policy violation, or another circumstance within the client's control, the client may remain responsible for the full scheduled service price.
The salon will not refuse service on the basis of any characteristic protected by applicable federal, New York State, or New York City law.
12. Policy Acceptance
By booking an appointment, the client confirms that they have had access to this policy and agree to its terms.
Clients who book through the online booking system are required to acknowledge the salon's applicable booking and cancellation policies as part of the booking process.
Attending an appointment also constitutes acknowledgment of the operational policies applicable to the service.
Nothing in this policy limits any right that cannot legally be limited or waived.
If any provision is found invalid or unenforceable, the remaining provisions will continue to apply.