FAQ + POLICIES

GENERAL FAQ

  • Despite popular belief, it is not recommended to have excessively dirty hair for a colour appointment. As a matter of fact, multiple days of dry shampoo and/or cosmetic root-hider build up can deter colour from penetrating evenly, and result in uneven hair colour, insufficient grey coverage, or spotty highlights. The ingredients in some brands are waxy and those same ingredients that keep root-hiders in place and/or coat your hair to make it appear clean, are the same ingredients that coat the hair and work against us

    A day or two of natural scalp oil is fine, a week’s worth of dry shampoo isn't. If you know you are pushing it, we ask that you wash your hair the day before your appointment. 

  • All appointments require a deposit at the time of booking. Your deposit reserves the appointment time specifically for you and will be applied toward your service total at checkout.

    If you need to cancel or reschedule, please review our cancellation policy below so your deposit can be handled accordingly.

  • We love when you send your people our way.

    Our referral program runs through the Thatch & Fringe app, powered by Phorest. In order for referral rewards to be tracked properly, referrals must be shared and booked through the app.

    To use a referral:

    1. The existing client sends their personal referral link from the Thatch & Fringe app.

    2. The new guest books their appointment through that referral link.

    3. The new guest creates or uses their profile when booking.

    Referral rewards can only be applied when these steps are followed, because the app needs the referral link and guest profile to connect the referral to the appointment.

    If you’re having trouble with the app or referral link, please contact us before booking so we can help.

  • We reserve your appointment time just for you. If you need to cancel or reschedule, we ask for at least 24 hours’ notice to avoid fees or loss of deposit.

    Cancellations or rescheduling requests must be made either through our booking app, which is available at any time, or by contacting the salon during regular business hours. Texts, voicemails, emails, or Instagram messages sent outside of business hours are considered received when the salon reopens.

    Clients who do not show up for their appointment without notice will be charged in full for the appointment.

    This policy is not intended to be punitive, but rather one of restoration, helping us protect the time reserved for each guest and our service providers.


  • We love welcoming families and having children in for appointments at the salon. We ask that for the safety and comfort of everyone, that children be closely monitored by their parents. Unless they are receiving a service, we ask that they do not accompany you to your appointment. 

    Plus bonus, you get to really relax!

  • We do our absolute very best to protect your clothing during services, and mishaps may happen from time to time with colour and water. We ask that if you are wearing something valuable, that you remove that item of clothing and change into one of our colour robes prior to your service. 

    We are not responsible for damaged items.

  • We want you to LOVE your purchase at Thatch & Fringe! If you are not totally satisfied with a product you purchased, we ask that you bring it back to us gently used within 10 days of original purchase and exchange it for something of equal value.

    Clothing & Hats are final sale after tags are removed.

    We do not provide cash refunds, only store credit and store credit can be used for services or merchandise.

  • We strive to make each guest happy at every visit to the salon. If there is something you are unhappy with, please let us know BEFORE you leave the salon so we can correct it at that time, or get you booked back in at your earliest convenience.

    Minor tweaks or adjustments can be made within a week of your original appointment at no charge.

    We do not provide cash refunds on services.

  • We’re happy to offer a few convenient ways to pay for your visit. Card payments (debit or credit) include a small 2.5% processing fee.

    If you prefer, you’re always welcome to pay with cash to avoid this fee.

EXTENSION AFTERCARE

  • Do not wash your hair or the extensions for 48 hours after installation.

    You may experience a tension headache during the first few days after application; this is normal and will go away with wear and time

    For K-tips and Tapes, Avoid saunas and hot tubs for at least 48 hours.

  • Use a Bellami Boar Bristle Brush daily to remove any knots or tangles 

    Gather the hair into a ponytail and Securely hold close to the scalp. Begin brushing from the ends, carefully working your way up toward the scalp.

    Be sure to brush the top and underneath of the weft where the foundation is attached to. This will help remove natural shed.

  • Brush extensions thoroughly before washing to remove any tangles. Use a Sulfate-free and Paraben-free shampoo. We suggest Aveda Botanical Repair, Aveda Nutri Plenish or Olaplex.

    Begin at the scalp and massage shampoo into hair using a “Z” formation. Do not use a circular motion or flip head upside-down as this causes tangles 

    Part Hair and rise all the way to the scalp. Follow up with a final rinse 

  • Apply a conditioner from mid-shaft down to the tops of your hair and leave on for 2-3 minutes . NOTE: adding conditioner at or near the point of attachment may lead to extensions sliding out. Rinse Thoroughly

  • For wefts: Towel or air dry your hair as much as possible before using a blowdryer. 

    For K-tips and tapes: Towel dry and blow-dry, to avoid moisture pooling in the bonds and loosening them. To protect your extensions, we recommend using leave in conditioners and heat protectants on the ids hafts and ends. Using a blow dryer, rough-dry the hair 

    starting at the ends and working your way up towards to the scalp, round brush the hair 

    Be sure to dry point of attachment (your scalp) thoroughly

  • Bellami hair extensions are safe to use with thermal tools like curling wants, flat irons and blow dryers. Temperature's setting depends on your natural hair. You may use between 270ºF - 450ºF on your extensions as long as you apple proper heat protectants before styling 

    For K-tips and tape extensions, do not apply heat too the bonds or tapes.

  • Before swimming wet your hair with fresh tap water and apply a small amount of leave in conditioner to the ends

    If using a hot tub or sauna, ensure hair is up and do not submerge in water as this can break down the bonds and cause hair to dry and frizz.

  • Brush hair gently and loosely braid before sleeping 

    Do not go to bed with wet hair as it can cause tangling close to the scalp. If this occurs, schedule an appointment with your stylist to remove immediately 

  • You can colour your hair while your extensions are installed, but please DO NOT ATTEMPT TO COLOUR YOUR HAIR EXTENSIONS AT HOME. 

    ​

  • Avoid the use of chemical-based sunscreens, as this can discolour the hair. Pleas use a mineral- based sunscreens only.