Our Policies

Booking and Cancellation Guidelines

1. Credit Card Requirement: A valid credit card is required to book all service appointments.
2. 48-Hour Notice: We require a minimum of 48 hours’ notice for any cancellations or changes to appointments. This is essential to allow us the opportunity to rebook the cancelled time slot.

Cancellation Fees and Rebooking

1. Within 48 Hours: Cancellations made within 48 hours of the appointment will incur a cancellation fee of 100% of the booked services.
2. Rebooking Credit: If you rebook the cancelled services within 5 business days, we will apply a 50% credit of the cancellation fee to the new appointment.
3. Outside 48 Hours: Cancellations made outside the 48-hour window will not incur any fees.

No-Show Policy

Clients who no-show or fail to call to cancel a booked appointment may be required to prepay for future services.

We hope that you understand and respect our cancellation policy. It is designed to ensure fairness and consistency for both our clients and our Mavens. We look forward to seeing you at your next visit.

Transparency Statement: Why We Have a Cancellation Policy

At The Maven & The Muse, transparency has always been a cornerstone of our brand. From our rebrand to our curated product and color lines, we’ve openly shared the “why” behind every decision — all with one goal in mind:

To create a salon experience where every guest feels welcome and empowered to achieve their beauty goals, and every Maven can build a fulfilling, sustainable career they’re proud of.

Today, we want to offer that same transparency around one of the most commonly questioned policies in our industry: our cancellation policy.

Why We Have It

Every appointment you book is time your Maven has reserved for you — time they rely on not just professionally, but financially. Our team earns either $15 per hour (Massachusetts minimum wage) or 40% commission, whichever is higher. The reality is, our Mavens have built their lives around earning the higher of those two.

To give a few examples:

• A 2.5-hour appointment totaling $400 pays your Maven $160 in commission — over $60 per hour.
• A one-hour haircut and blowdry priced at $100 pays your Maven $40 in commission — compared to $15 per hour if the appointment falls through.

Whether it’s a major color transformation or a routine haircut, every appointment contributes to your Maven’s ability to support themselves and their families. When that time is lost due to a last-minute cancellation, that income is gone — and rarely replaceable on short notice.

What Happens When You Cancel Late

When an appointment is canceled with little notice:

• The Maven earns nothing for that time
• The business earns nothing to sustain the space and team
• And in most cases, the spot cannot be rebooked — even with a waitlist

It’s similar to purchasing tickets to a concert or a Celtics or Patriots game. If something unexpected comes up and you can’t attend, the ticket provider doesn’t offer a refund — because the seat was held just for you, and that time has passed.

In our world, that “seat” is your appointment — a time and experience held for you, with a professional ready to deliver.

That’s why we enforce a 48-hour cancellation policy. It’s not a penalty. It’s a protection — for the livelihood of our team and the health of our business.

A Note on Communication and Consistency

Our cancellation policy is clearly outlined on our website, booking system, and in all appointment confirmations. As a gesture of goodwill, we also offer a 50% credit toward the cancellation fee when services are rebooked within 5 business days.

If for some reason you don't love your hair we allow 5 business days for you to come back into the salon to get it tweaked. Additional services added to the new appointment may have a charge and will be discussed before the services get started.

While the stylist still loses income in these situations, we choose to offer this credit to help ease the burden for our guests when life happens. It’s one more way we try to balance empathy with sustainability — and we apply it consistently to ensure every client is treated with fairness.

We also ask that clients not place Mavens in the position of requesting an exception on your behalf. Asking a stylist to advocate for a policy waiver puts them in an uncomfortable and unfair situation. If we were to waive it for one person, we would be obligated to waive it for everyone — and that would ultimately make the policy ineffective for the entire team.

We are deeply grateful to the many guests — whether you visit twice a year or twice a month — who honor this policy without needing an exception. That kind of trust and mutual respect is what makes The Maven & The Muse what it is.

From Our Hearts

We hope this statement brings clarity and honesty to a topic that’s often misunderstood. It’s not about enforcing rules. It’s about protecting people. Our team shows up every day to deliver an experience rooted in care, artistry, and excellence — and we’re committed to showing that same care in how we run our business.

If our policy no longer aligns with your needs, we understand and respect your decision. And if you’re staying with us — thank you. You’re part of a community that uplifts and supports every person behind the chair.

With gratitude,
The Maven & The Muse Team