MARS NAILS

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.

Completed services are nonrefundable except where otherwise required by applicable law.

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, or 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.

Arrival more than 30 minutes after the scheduled start time may be treated as a no-show.

When a client is late, the salon may:

  • Shorten or simplify the service;

  • Remove services that cannot be completed in the remaining time;

  • Reschedule or cancel the appointment;

  • Charge the full scheduled service price.

Advance notice of a delay does not guarantee that the appointment can proceed.

6. 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.

7. 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.

8. 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:

  1. Is the dog a service animal required because of a disability?

  2. 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.

9. 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.

10. 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;

  • 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.

11. Policy Acceptance

By booking or attending an appointment, the client confirms that they have reviewed and accepted this policy.

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.

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