Studio Policies

WELCOME TO THE COMPLEXION THEORY

Every appointment is intentionally reserved to provide you with personalized, uninterrupted care. Please review our studio policies before booking. By scheduling an appointment, you acknowledge and agree to the policies below.

APPOINTMENTS & ARRIVAL

Please arrive on time for your scheduled appointment. New clients are encouraged to arrive approximately 10 minutes early to allow time for check-in and any required forms.

LATE ARRIVALS

We understand that life happens. A 10-minute grace period is provided for all appointments. Arrivals beyond the 10-minute grace period will be subject to a $20 late fee. Depending on the remaining appointment time, your service may also need to be shortened or rescheduled to avoid disrupting the next client’s appointment.

CANCELLATIONS & RESCHEDULING

We kindly ask that appointment changes be made at least 24 hours in advance. Cancellations or rescheduling requests made within 24 hours of your appointment will be charged 50% of the scheduled service total. No-shows will be charged 100% of the scheduled service total. A new appointment may not be booked until any outstanding balance has been paid.

RETAINER & PAYMENTS

A non-refundable retainer of $30 is required to secure your appointment and will be applied toward your scheduled service. The remaining balance is due at the conclusion of your appointment. Retainers are subject to the cancellation and rescheduling policies outlined above.

TREATMENT ELIGIBILITY

For your safety, please disclose all medications, allergies, recent procedures, pregnancy, health changes and current skincare products on your intake forms and to your esthetician. Certain conditions, medications or recent procedures may require a treatment to be modified or postponed.

PRODUCT & SERVICE REFUNDS

Due to the nature of professional skincare services, all completed services are non-refundable. Results vary by individual and cannot be guaranteed. Unopened and unused retail products may be returned or exchanged within 7 days of purchase. Products that have been opened, used, or damaged after purchase are final sale.

Shipping fees are non-refundable. Customers are responsible for return shipping costs unless an item arrives damaged or incorrect.

GUESTS

To maintain a quiet, private treatment environment, we ask that you attend your appointment without additional guests unless prior arrangements have been made.

RIGHT TO REFUSE OR MODIFY SERVICE

The Complexion Theory reserves the right to modify, postpone or decline a treatment when we believe proceeding would compromise client safety, treatment integrity or the studio environment.

QUESTIONS?

We're happy to help. If you have questions regarding your appointment or whether a treatment is appropriate for you, please contact us at hello@thecomplexiontheory.com or by text at (973) 900-4683 prior to your scheduled visit.