Your appointments are very important to us. The time is reserved especially for you. We understand that sometimes schedule adjustments are necessary, therefore, we respectfully request at least 24 – 48 hours notice for any cancellations or appointment changes.


No Shows and Cancellations

If you can’t make it, please let us know as soon as possible. When an appointment is booked, this time slot has been specifically reserved for the client. Therefore, other appointment requests for the same time slots are turned away. We are pleased to accommodate our clients the best way possible and will make every effort to make alternate arrangements.

There is a lot of preparation that goes into specialty appointments. These are defined as more advanced color and treatment appointments that need to be booked for three hours or more. In order to reserve this type of appointment, a 50% deposit non-refundable is due at the time of booking. If for any reason you need to change your appointment time, we ask for a call at least 48 hours in advance. For any reschedules, the deposit will still apply to the newly booked appointment.

A 50% cancellation charge will be charged for no-show appointments or entire amount will be added to your future appointment.


Group booking

Special requirements may apply for group bookings. Deposits and payments from group bookings must be made on one credit card only. We kindly request to arrive together for your group appointments especially if you have multiple services booked:ie hair and makeup. Contact us for details on specific customized packages that will accommodate your group needs!
The person that is organizing the group booking is responsible for paying the deposit in full. Date and time of the group booking will not be reserved until the deposit is made in full. The deposit will be applied as a credit towards the final service total.
You may submit deposit over the phone with a credit card, or in person in the salon.

Full names and accurate phone numbers for each member of the group as well as a list of the services to be performed is necessary to complete the booking correctly.
Group Discount for 5-10 Guests is 10% off.


Late Arrivals

Ella West will make every effort to accommodate late clients, running behind, stuck in traffic, etc. It happens, we know!

Our appointments are booked for specific time slots, if you arrive late, your services will be modified to your remaining time slot at the full service price, in respect for other clients who have booked in advance and arrive on time.

* After multiple late, cancelled, or missed appointments Ella West has the right to refuse service or request a full, non refundable deposit before the appointment is made.


Under 16’s

We don’t do cuticle work, gel polish/gel extensions, body massage or color services on anyone under 16.


Sensitivity test

All clients that have not had a colour,tinting or waxing service in our salons before are required to have a skin allergy patch test done 24 hours before appointment.


Refunds and complaints

It is our objective to ensure that every client is delighted with the services that they receive at Ella West.

Our treatments are carried out by a qualified professionals.

If for any reason you are unhappy with your service and/or did not receive what you requested, please inform us within 7 days from the original service date for a redo. Any redo requests made after 7 days from the original service date will be under the discretion of management approval and full service price applies after seven days. The redo policy doesn’t cover a change in the style or color.

We have an incredible team (confident, not arrogant) so any tweak, adjustment or fix is doable. We can handle it so PLEASE do not hesitate to contact us!

Please allow us to style your hair after cutting and/or coloring services because results are most accurately evaluated on dry, smooth, correctly finished hair. If you leave the salon before the styling service is performed, you are relinquishing your rights to a redo service.
Redo requests, exchange, and refunds will be under the discretion of management approval.

We will look into your concerns immediately and try to resolve the matter as quickly as possible.

We do not give refunds on any services but we will try and fix any issues.

Because of the nature of home-coloring products, we cannot guarantee color services if the client has previously had color done outside of our salon.

If you are receiving a color correction, please know that you will be required to visit us several times in order to achieve a beautiful end result and proper correction. You will be charged accordingly for each visit during the corrective process. Your stylist will explain all of this to you during your consultation.

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