Guest Policy

Bookings

Appointments can be made through our scheduling link online or by phone. You will receive a confirmation email and text following your appointment. If you don’t receive a confirmation notification, please notify us immediately.

Pricing + Payments

Service rates can be found on our website and booking site. All prices listed on our service list are starting rates. Prices may vary depending on your hair history, length, and density. For an accurate estimate, we recommend scheduling a complimentary consultation.

We accept Visa, Mastercard, Discover, American Express, Apple Pay, Afterpay, and cash. We do not accept checks.

Gratuity is greatly appreciated but not required. Please tip at your discretion.

Your Arrival

We value the time of both our clients and our team — please arrive on time for your appointment. If you arrive more than 15 minutes late, we may need to shorten or reschedule your service. Please notify us as soon as you anticipate running late and we will do our best to accommodate you.

Cancellations

We kindly ask for a minimum of 24 hours’ notice if you need to cancel or reschedule. Missing an appointment may result in a 50% fee of the missed service, noted in your client profile. A deposit may be required depending on the service you are requesting. Services scheduled to run longer than three hours require a deposit up front.

Guarantee of Service

If you are not satisfied with your service, please contact us within 24 hours. We will work with you to determine how we may adjust your service to meet your expectations. All service sales are final.

For hair services, multiple visits may be necessary depending on your desired results. Hair history, previous chemical services, and weather can impact outcomes. While we always strive for the best results, we cannot guarantee the desired outcome on the first session. Please be transparent about your hair history so we can plan accordingly. We are committed to keeping your hair as healthy as possible — if we feel a service cannot be safely continued, we will decline to proceed.

Refunds + Returns

Due to the nature of our services, we do not offer monetary refunds once a service has been rendered. All hair products and other retail items are final sale.

Payment Discrepancies & Identification

If payment cannot be completed at the time of service, clients are required to provide a valid photo ID to be photographed for our records. We allow a 48-hour grace period for the balance to be settled in full; once paid, all identification photos will be permanently deleted. Failure to remit payment within 48 hours may result in the identification and account information being turned over to local law enforcement for charges related to theft of services.

Gift Cards

Gift cards are available and can be redeemed in salon. They are non-refundable and valid only for services and retail products available at Muse.

Parental Consent + Agreement

For clients under the age of 18, we ask that an adult be present, or that a parent/guardian contact us to give permission for salon services.

Privacy Policy

Information collected from our clients is used to enhance your experience and send important updates, including marketing communications when you opt in. Please also read our Privacy Policy and Terms of Service.

Right to Refuse Service

Muse Hawaii reserves the right to refuse service to anyone exhibiting inappropriate behavior toward our guests or the Muse team.