Frequently Asked Questions
We deliver professional, convenient hair care services directly to you. Our goal is to make high-quality styling accessible, personalized, and stress-free by bringing experienced stylists and salon-level service to your door. Below are answers to common questions about booking, services, and what to expect during your mobile hair care experience.
Appointments & Policies
What is your cancellation/ no-show policy?
24-48 hours' notice to avoid a cancellation fee of $60 or the full cost of the service if same-day cancellation.
Do you charge for late arrivals?
We ask that you be prepared with hair detangled and space prepared for your professional stylist.
Can I bring my own products?
Hairpin prefers using their professional-grade products for the best results and to avoid ingredient conflicts.
Do you offer consultations?
Yes, particularly for major changes like hair extension.
Services & Pricing
What are your rates, and what is included?
Every service includes consultation, wash, blow-dry, and style.
What should I do to prepare for my appointment?
All pets must be put away. Clean space for your professional hairstylist to set-up tools and equipment.
How long will the appointment take?
Hairpin stylist arrives 15 minutes after the appointment time to allow for set-up and consultation. Timing varies; complex services like extensions or braids can take several hours.
Do you offer services for all hair types?
Hairpin train stylists to handle various textures, from fine to tightly coiled.
Styling & Aftercare
How often should I get my hair extensions reinstalled?
Fine hair often requires maintenance every 4-6 weeks, while thicker hair can go 8-12 weeks.
How do I maintain my hair extensions/braids?
The hairpin stylist will provide you with a weekly maintenance routine when you book your next appointment.
What is the tipping etiquette?
The standard tip is 15%-20% of the total service cost.
Etiquette
Should I bring photos?
Yes, showing your stylist exactly what you want is highly encouraged.
Is it okay to use my phone?
Hairpin salon asks that you keep phone usage to a minimum to avoid interfering with the service.
How should I come prepared?
Be honest about your hair history, including past chemical treatments.
Getting Started
What is a salon membership program?
Hairpin clients pay a set fee on a monthly basis in exchange for discounted services and special perks.
What are the benefits of joining?
Members enjoy a significant amount of savings up to 20% off their favorite services, priority booking, and birthday package celebration.
Can I share my membership?
Hairpin memberships can transfer and gift their monthly service to a friend or loved one.
Billing & Payments
How does billing work?
Membership fees are automatically drafted from a credit card on file on the same day each month.
Can I upgrade or downgrade my plan?
Yes, most salons allow changes to your membership tier to fit your changing beauty needs.
What happens if my payment fails?
The system will typically notify you to update your payment method; repeated failures may result in suspension of benefits.
Service Usage and Scheduling
Do unused services/credits roll over?
Yes, unused monthly credits can be banked in your account for future use, up to 6 sessions.
Can I use any stylist?
Yes, you have access to any staff member
What if I want to add on a service?
Members get a discount of 20% off on any additional services booked outside their subscription package.
Are there any booking restrictions?
Members are required to book during off-peak times, or there may be restrictions on booking on weekends.
How do I cancel my subscription?
Cancellation can usually be done at any time with a required notice period, such as 48 hours to 30 days before the next billing date.
Is there a minimum commitment?
Hairpin requires a minimum commitment period of 3 months to prevent abuse of heavily discounted services.
What is the cancellation policy for appointments?
If members cancel a scheduled appointment late or do not show up, they may forfeit their membership credit for that month.
What if I move or can no longer use the services?
Cancellation can take place at any time.
Policies for Specific Services
Are there extra charges for long/thick hair? Yes, some services (like silk press or braids) may incur a "long hair charge" to cover the additional time and product used, even for members.
Is gratuity included? Gratuity is included in the membership fee of 15%
Before you book:
Add-ons
Add extra time, touch-ups, and special requests during booking so your appointment fits your full vision.
Deposits
Deposits secure your appointment and are non-refundable. If rescheduling is needed, a new deposit may apply.
Travel
We serve the greater Atlanta metro area. Locations beyond a 15-mile radius may include an additional travel fee.
Timing
Please plan to be ready at your scheduled time so we can start on time and deliver the best results.