Policies &
Expectations

This Is a Smoothing Treatment, Not a Straightening Treatment

SMOOTHED provides customized keratin smoothing treatments. These services are intended to reduce frizz, soften the hair, decrease excessive volume, make the hair easier to detangle, reduce styling time, and improve the overall appearance and feel of the hair. They are not permanent straightening services.

Your hair is not expected to remain permanently straight after it is washed. The smooth, straight, glass-like results shown immediately after salon appointments have been professionally blow-dried and flat-ironed. After washing at home, your natural wave, curl, coil, bend, or texture may return.

Some clients may experience significant loosening or elongation. Other clients may experience primarily frizz reduction with relatively little change to their curl pattern. Results depend on many variables, including hair type, porosity, density, condition, chemical history, previous treatments, product selection, processing time, heat, aftercare, humidity, and styling method.

No stylist can guarantee that your hair will air-dry straight, become completely frizz-free, retain every curl, respond exactly like another client’s hair, or match a photograph or social-media result.

Individual Results and Treatment Longevity

Every head of hair responds differently. The strength, appearance, and longevity of a keratin treatment cannot be predicted with complete certainty before the service is performed and the client has washed and styled the hair at home.

Although many clients notice a dramatic improvement after one appointment, some clients require multiple treatments before achieving their preferred level of smoothing. This is particularly common with coarse, highly porous, resistant, very dense, heavily textured, previously damaged, or chemically altered hair.

The first treatment may be the most conservative and may appear to wear away sooner than later treatments. Keratin services can be cumulative, meaning that consistent appointments may produce stronger or longer-lasting results over time.

Treatment longevity is influenced by washing frequency, shampoo and conditioner, swimming, saltwater, chlorine, sweat, heat exposure, water quality, humidity, exercise, styling products, chemical services, and compliance with aftercare instructions.

Any estimate regarding how long a treatment may last is an estimate, not a guarantee. A treatment fading sooner than expected does not automatically mean the service was performed incorrectly.

Curl, Wave and Texture Changes

Keratin treatments are designed to smooth and soften the hair. Because reducing frizz and volume can also soften the shape of the hair, clients should expect the possibility of curl elongation, wave reduction, curl loosening, reduced shrinkage, reduced volume, or partial curl loss.

Looser waves and curls may show more visible texture loss than tighter curls and coils. Sections that are naturally finer, straighter, more fragile, more porous, heat-damaged, tension-damaged, bleached, or chemically compromised may respond differently from the rest of the head.

SMOOTHED can customize treatment strength, processing, and heat in an effort to preserve more texture. However, there is a natural tradeoff: the more conservatively the treatment is performed, the less smoothing, frizz reduction, volume reduction, and longevity the client may receive.

No specific amount of curl preservation or curl loosening can be guaranteed. Although many changes gradually fade, repeated treatments, cumulative heat, prior damage, home styling, and additional chemical services may contribute to longer-lasting or permanent texture changes.

By choosing a keratin service, the client accepts that some degree of change to the natural wave, curl, coil, shrinkage, or volume is an expected and inherent possibility of the service.

Complete Hair and Chemical History Is Required

Clients must fully disclose all services and products previously used on the hair, whether performed professionally, at home, in the United States, or internationally.

This includes, but is not limited to:

• Keratin treatments and Brazilian blowouts
• Relaxers, texturizers and chemical straighteners
• Japanese straightening, thermal reconditioning and rebonding
• Enzyme, protein, amino-acid or smoothing treatments
• Highlights, bleach, lightener and high-lift color
• Permanent, demi-permanent, semi-permanent and direct-dye color
• Henna, metallic salts and plant-based color
• Perms, waves and curl-restructuring services
• Bond-building or bond-repair products and treatments
• At-home straightening, smoothing or chemical kits
• Services performed outside the United States

Previous chemical services can remain within the hair even when the client believes the treatment has “washed out.” Chemical history may affect how the hair processes, how much heat can be used, how the color responds, how long the treatment lasts, and whether the service can be performed safely.

SMOOTHED relies on the accuracy of the information supplied by the client. If information is incomplete, forgotten, inaccurate, minimized, or intentionally withheld, SMOOTHED cannot reliably predict chemical compatibility or results.

SMOOTHED reserves the right to modify, postpone, discontinue, or decline a service when the hair history is unknown or when proceeding may compromise the hair or scalp.

Bleached, Damaged and Chemically Compromised Hair

Bleached, highlighted, lightened, over-processed, fragile, heat-damaged, tension-damaged, or chemically compromised hair may require a more conservative treatment.

A conservative service may include lower heat, fewer iron passes, reduced processing time, modified product strength, diluted product, a different formula, or avoiding certain areas entirely.

These decisions are made to protect the integrity of the hair. However, a gentler approach may result in:

• Less smoothing or frizz reduction
• Less volume reduction
• A shorter-lasting result
• More texture remaining after the first wash
• A greater need for styling at home
• Different results throughout different areas of the head

Keratin does not reverse existing breakage, repair severely compromised hair, reattach split ends, or restore hair that has already lost structural integrity. Hair that was dry, fragile, porous, broken, or damaged before the appointment may remain dry, fragile, porous, broken, or damaged afterward.

In some circumstances, damage that already exists may become more visible once frizz and volume are reduced. Short internal hairs, uneven lengths, weakened ends, previous breakage, and new growth may be more noticeable after the hair has been smoothed.

The client acknowledges that prioritizing hair integrity may limit the cosmetic result and that a conservative result is not considered a service error.

Color Shifting, Toner Fading and Chemical Services

Keratin treatments may alter artificial or natural-looking hair color. The combination of cleansing, product chemistry, processing, blow-drying, and heat sealing may lift, fade, warm, brighten, dull, or otherwise shift the tone of the hair.

Possible changes include:

• Toner fading from blonde, gray, silver or highlighted hair
• Brassiness, yellowing or warmth becoming more visible
• Red, copper or warm tones appearing in darker hair
• Direct dyes or fashion shades fading or changing
• Gray coverage appearing lighter or warmer
• Different sections of the hair shifting differently

Color movement is a known possibility of this service and is not automatically considered a mistake, defect, or reason for a complimentary redo or refund.

Clients are responsible for planning future color services appropriately. Darkening services and gray coverage may generally be scheduled after the first wash, based on the colorist’s professional recommendation. Bleach and highlighting services performed over freshly treated hair may reduce the longevity of the keratin treatment and may create additional stress on the hair.

SMOOTHED does not perform corrective color as part of a keratin appointment and is not responsible for the cost of toner, gloss, color correction, or other services performed by another provider.

Allergies, Sensitivities and Medical Considerations

Keratin treatments are cosmetic chemical services. Formaldehyde-free does not mean reaction-free, allergy-free, odor-free, chemical-free, or appropriate for every individual.

Cosmetic products, shampoos, fragrances, preservatives, botanical ingredients, proteins, conditioning agents, dyes, heat protectants, and other ingredients may cause irritation, sensitivity, contact dermatitis, respiratory symptoms, or an allergic reaction.

A reaction may occur even when:

• The client has used the same or a similar product before
• The client has previously received keratin treatments without issue
• The client has no known allergies
• A patch test did not produce a visible reaction
• The reaction does not begin until hours or days after the appointment

Clients must disclose known allergies, sensitivities, asthma, respiratory conditions, scalp disorders, skin disorders, open sores, recent surgery, pregnancy, hormonal changes, medications, previous adverse reactions, and any medical concern that may affect the service.

Clients with active irritation, broken skin, unexplained scalp symptoms, open wounds, infections, severe flaking, bleeding, swelling, or a suspected medical condition may be declined or asked to obtain medical clearance. SMOOTHED does not diagnose medical conditions.

Patch Testing

A patch test may be requested before the appointment. Patch testing must be arranged in advance and may require a separate visit. A patch test can reduce uncertainty but cannot guarantee that a reaction will not occur during or after a full service.

During the Service

Clients must immediately tell the stylist about burning, intense itching, unusual discomfort, trouble breathing, coughing, dizziness, swelling, hives, eye irritation, or any other unexpected symptom. The stylist may pause, modify, rinse, discontinue, or refuse the service.

A client who asks the stylist to continue after reporting discomfort assumes additional risk. The salon retains the right to discontinue the service regardless of the client’s preference.

After the Service

A reaction can develop after the client leaves the salon. Clients who experience a concerning reaction should stop using nonessential products, rinse when appropriate, and contact a qualified medical professional. Trouble breathing, facial or throat swelling, faintness, rapidly spreading hives, or other severe symptoms require immediate emergency attention.

SMOOTHED is not a medical provider and cannot determine whether symptoms are caused by a salon product, another product, a medication, an environmental exposure, or an underlying medical condition.

Temporary Odor, Oiliness and Perceived Density Changes

In uncommon cases, the hair may develop a temporary sulfur-like, mineral-like, metallic, or unusual odor when wet. This may be influenced by medications, supplements, mineral buildup, water quality, previous chemical services, hair color, product buildup, or individual hair chemistry.

The odor usually improves with washing but may persist longer for some clients. An unexpected odor is not automatically evidence that the wrong product was used or that the service was performed incorrectly.

Some clients temporarily feel that the hair becomes oily more quickly. Smoother hair can distribute scalp oils differently and may require an adjustment in washing routine.

Clients may also feel that their ponytail or overall hair volume is smaller after treatment. Because frizz, expansion, curl, and shrinkage have been reduced, the hair may occupy less physical space. This is not necessarily hair loss.

Actual shedding, scalp pain, bald patches, or medically concerning hair loss should be evaluated by a qualified medical professional.

Appointment Preparation, Extensions and Detangling

Clients must arrive with clean, natural hair that is fully detangled and free from heavy product buildup, oils, adhesives, extension residue, matted hair, shed hair, thread, beads, bonds, tape, or debris.

SMOOTHED does not perform keratin treatments over installed extensions, wigs, toppers, clip-ins, tape-ins, K-tips, I-tips, micro-links, fusion extensions, sew-ins, hand-tied extensions, wefts, braids, twists, loc extensions, or other added-hair systems.

Extension removal, braid takedown, dematting, adhesive removal, bond removal, and extensive detangling are not included in the service and may not be offered by the salon.

If the hair is not appropriately prepared, the appointment may be shortened, modified, discontinued, or rescheduled. Time spent assessing, detangling, cleansing, or attempting to prepare unsuitable hair may still count toward the reserved appointment time.

When the appointment cannot proceed because the client arrived with extensions, matting, residue, inadequate preparation, or undisclosed conditions, the salon’s rebooking policy may apply.

Service Time, Pricing and Additional Charges

SMOOTHED prices appointments according to the stylist selected, the service category booked, and the amount of time, labor, and product required.

Online prices and appointment lengths are based on averages. Selecting a hair type or adding additional time helps the salon reserve an appropriate appointment block, but it does not necessarily create a guaranteed final price.

Hair density, length, texture, detangling needs, product absorption, chemical history, resistance, and styling time can substantially affect the length and price of the service.

When an appointment exceeds the time included in the scheduled service, additional time may be charged in increments of $50 per additional 15 minutes.

Clients who know that their hair usually requires significantly more time or product must reserve the appropriate add-on or contact the salon before the appointment.

If more time was reserved than ultimately needed, the client will not be charged for unused additional time unless otherwise clearly stated during booking.

The salon may stop the service at the end of the reserved time, offer a more limited result, charge for additional time, or reschedule when the necessary service cannot reasonably be completed within the reserved appointment.

Training Appointments and Model Pricing

Training appointments are offered at a reduced or model pricing level because the service is being performed by a stylist who is actively building experience, refining timing, developing consistency, and completing supervised or educational work.

A training appointment does not include the same experience level, efficiency, predictability, or correction policy as an appointment with a Traditional, Established, Senior, or Master Stylist.

Training appointments may take longer than expected. The trainee may need assistance, coaching, evaluation, demonstrations, photographs, video, or intervention from another team member. A supervising stylist may provide guidance but is not necessarily the person performing the full service.

By selecting training or model pricing, the client knowingly accepts the risks associated with receiving a service from a developing stylist, including variations in timing, application, customization, styling, and final results.

The reduced price reflects this increased uncertainty. A client who wants access to SMOOTHED’s standard dissatisfaction review and possible complimentary adjustment process must book an eligible Traditional, Established, Senior, or Master Stylist appointment.

Serious safety concerns should always be reported promptly, regardless of the stylist level. However, reporting a concern does not convert a training appointment into an appointment that qualifies for a complimentary cosmetic redo.

Dissatisfaction, Redos and Adjustment Requests

SMOOTHED wants clients to communicate promptly if they believe there is a concern with an eligible service. Because hair changes with washing, styling, products, heat, humidity, exercise, chemical services, and home care, concerns must be reported within a limited period.

Notification within 14 days does not guarantee a redo. It guarantees only that SMOOTHED will review an eligible concern.

Requests received after the 14-day period are not eligible for a complimentary redo, partial redo, correction, retreatment, adjustment, service credit, or refund.

To evaluate a concern, SMOOTHED may require:

• Clear photographs or videos of the hair
• Images showing the hair wet, air-dried, styled, or post-wash
• Information about washing and styling methods
• A list of products used after the appointment
• An in-person assessment
• Confirmation that aftercare instructions were followed

The client must allow SMOOTHED a reasonable opportunity to assess the hair before another salon or individual performs a corrective service. Altering the hair through color, bleach, relaxer, straightener, another keratin treatment, significant cutting, or another chemical service may prevent SMOOTHED from accurately evaluating the original treatment and may make the concern ineligible for adjustment.

When SMOOTHED determines that an eligible concern may benefit from an adjustment, the salon may offer, at its discretion, a partial retreatment, targeted adjustment, alternative formula, modified service, product recommendation, or another reasonable solution.

Complimentary adjustments are not guaranteed to reproduce a particular photograph, completely straighten the hair, restore lost curl, repair prior damage, correct another provider’s work, or achieve a result that was not reasonably possible during the original appointment.

Stylist-Level Eligibility

Complimentary cosmetic redo consideration is available only for eligible services performed by the stylist levels specifically designated by SMOOTHED as qualifying for redo coverage, including Traditional, Established, Senior, or Master Stylist appointments.

Training, trainee, apprentice, educational, demonstration, model, and reduced-price training appointments do not include complimentary redo coverage.

Refunds, Credits and Charge Disputes

Services require substantial appointment time, professional labor, product, customization, and salon resources. Once a service has been performed, the time and product used cannot be recovered.

For this reason, completed services are generally nonrefundable. A client’s dissatisfaction with a subjective cosmetic result does not automatically entitle the client to a refund, credit, reimbursement, replacement service, or payment for services performed elsewhere.

When an eligible concern is reported within the required 14-day period, SMOOTHED must be given the opportunity to inspect the hair and determine whether an adjustment is appropriate.

SMOOTHED does not reimburse clients for transportation, parking, lost wages, childcare, outside salon services, corrective color, products, medical expenses, or other incidental or consequential costs unless required by applicable law.

Products purchased from the salon are subject to the separate product return policy in effect at the time of purchase.

Nothing in this policy is intended to eliminate any non-waivable right provided by applicable law.

Rebooking, Late Cancellation and No-Show Policy

SMOOTHED does not require a deposit for standard appointments and does not automatically charge a traditional cancellation fee when an appointment is canceled.

Instead, a late cancellation, missed appointment, or qualifying late arrival may result in a rebooking fee. A rebooking fee must be paid only when the client wants to reserve another appointment after the missed or late-canceled appointment.

The rebooking fee is based on the price of the appointment and service time that was reserved, including any selected add-ons or additional time.

If the client chooses not to book another appointment, SMOOTHED will not pursue the rebooking fee solely because the client canceled. However, the client will not be permitted to reserve another appointment unless any required rebooking condition has been satisfied.

Waiving a fee on one occasion does not waive the policy for future appointments and does not establish a continuing exception.

SMOOTHED may restrict future booking when a client demonstrates a pattern of cancellations, no-shows, repeated rescheduling, payment disputes, policy violations, abusive conduct, or other booking behavior that creates an unreasonable burden on the salon.

Late Arrivals

Keratin appointments require carefully reserved blocks of time. Clients should arrive early enough to park, enter the salon, complete any required forms, and begin the consultation at the scheduled time.

A late arrival may result in a shortened consultation, modified treatment, reduced styling, shortened service, rescheduling, or cancellation at the stylist’s discretion.

The salon is not required to extend the appointment beyond the scheduled end time when doing so would delay another client or interfere with salon operations.

If the appointment cannot be performed because the client arrived too late, the situation may be treated as a late cancellation and the applicable rebooking policy may apply.

Aftercare and Client Responsibility

The client’s home care directly affects the appearance and longevity of the treatment. Clients are responsible for reviewing and following the aftercare instructions provided by SMOOTHED.

Instructions may include requirements concerning the first wash, sweating, exercise, water exposure, shampoo, conditioner, heat, swimming, styling, protective styles, color services, and product use.

Results may be reduced by:

• Washing earlier or later than instructed
• Heavy sweating during the setting period
• Saltwater, chlorine or frequent swimming
• Sulfate-heavy or clarifying shampoos
• Incompatible products or chemical services
• Excessive heat or repeated flat-ironing
• High-tension blow-drying or styling tools
• Tight hairstyles or repetitive tension
• Failure to cleanse and care for the scalp appropriately
• Failure to follow individualized instructions

A result affected by improper aftercare, outside chemical services, excessive heat, tension, incompatible products, or failure to follow instructions is not considered a salon error and may not qualify for a complimentary adjustment.

Clothing and Personal Property

Keratin treatments involve cleansing products, liquids, creams, sprays, heat, water, and cosmetic chemicals. Although reasonable precautions are taken, accidental staining, fading, discoloration, moisture exposure, or damage to clothing and personal belongings may occur.

Clients should not wear valuable, delicate, irreplaceable, white, or difficult-to-clean clothing to the appointment.

Necklaces, earrings, glasses, hearing devices, hair accessories, and other personal items should be removed when requested and stored safely by the client.

SMOOTHED is not responsible for ordinary cosmetic staining or damage to clothing or belongings when the client chose to bring or wear those items into the service area, except where responsibility cannot legally be excluded.

Photography, Video and Service Documentation

SMOOTHED may photograph or record the hair before, during, and after the service for consultation, formula records, stylist education, quality control, progress tracking, dispute documentation, and internal client records.

Internal documentation may include the hair, scalp, back or side of the head, application process, post-service result, and post-wash result.

Marketing use, including social media, websites, advertisements, training materials, brand collaborations, and promotional content, may be subject to additional consent requirements contained in the client’s intake, booking, model, or media-release form.

Certain appointments, stylist levels, model services, educational services, promotional services, and appointments with designated providers may require photo or video participation as a condition of booking.

Clients who do not wish to participate in required media documentation must select an appointment type or provider that does not require media participation, when available.

Right to Refuse or Discontinue Service

SMOOTHED may refuse, modify, pause, or discontinue a service when the salon reasonably believes that proceeding may be unsafe, inappropriate, outside the service scope, damaging to the hair, medically concerning, or inconsistent with salon policies.

Service may also be refused or discontinued because of undisclosed chemical history, active scalp concerns, extension residue, matting, insufficient detangling, lice or other infestation, aggressive behavior, harassment, intoxication, unsafe conduct, refusal to follow instructions, policy violations, or unreasonable expectations.

The salon may also decline future appointments when the client-salon relationship is no longer considered an appropriate fit, provided the decision is made lawfully and is not based on a legally protected characteristic.