FAQ

Check-in & Arrival

What time should I arrive for my appointment?
We recommend arriving a few minutes early to find parking and settle in. We offer free underground and above-ground parking for your convenience. Once you arrive, please take the elevator marked "Citizen Salons" to the second floor. If you arrive before your appointment, feel free to wait in the seating area near the elevators, and I’ll come to collect you as soon as I can.

What if I’m running late?
Please call or text us as soon as you can to let us know your expected arrival time. For appointments over 30 minutes, we can accommodate a late arrival of up to 15 minutes. Appointments under 30 minutes will need to be rescheduled. We appreciate your understanding!

What if my service provider is running late?
Occasionally, delays happen. Please feel free to relax in the seating area while you wait. Your service provider will be with you shortly. Thank you for your patience!

Cancellation Policy

What if I need to cancel my appointment?
We understand that things come up! Please let us know as soon as possible. We ask for 12 hours' notice for cancellations of haircut or facial services and 48 hours for chemical services to avoid any charges. We appreciate your cooperation!

What if I didn’t show up for an appointment?
Frequent no-shows may lead to pre-payment requirements for future bookings.

Appointments

Do you take walk-ins?
The Hideaway operates by appointment only. Check our online booking system to find a time that works for you!

Is there a waiting list?
Yes! We maintain a waiting list for last-minute cancellations, but please note that this is not a walk-in queue.

Bringing Guests

Can I bring a friend or family member?
Absolutely! We have extra seating, but please keep in mind that our space is cozy. We appreciate your consideration for our calm environment.

What about children?
Especially young children need a supervising adult at all times, whether in the waiting area or during their service. If your child struggles to sit still, we may need to reschedule for their comfort and safety.

Consultations & Patch Tests

Can I book a consultation?
Yes! Consultations are free and last 15 minutes. Please come prepared with any questions and inspiration.

What if I have allergies or skin concerns?
If you have known allergies or sensitivities, we recommend scheduling a consultation and patch test before any chemical or skin services.

Thank you for choosing The Hideaway! We look forward to seeing you soon.