Your appointment time is reserved specifically for you, and arriving on time allows you to receive the full Willow & Water experience.

If you arrive late, we will do our best to provide your complete service whenever our schedule allows.

Arrivals more than 15 minutes late may require your service to be shortened or rescheduled so that we can remain on time for our next guest. If your appointment must be rescheduled due to a late arrival, the applicable cancellation fee may apply.

Please allow yourself a few extra minutes to arrive, park, and settle in before your appointment.

A valid credit or debit card may be required to reserve your appointment.

For certain services, new guests, special appointments, packages, or appointments requiring extended treatment time, a deposit may be required at the time of booking.

Deposits are applied toward your scheduled service.

Deposits are non-refundable when an appointment is cancelled with less than 24 hours' notice or when a guest does not arrive for the appointment.

Providing a card on file does not constitute a charge. Your card will only be charged when a fee is applicable under these policies or when payment is otherwise authorized.

Item descriptionHead spa rituals cannot be performed while hair extensions are in place. We would be glad to care for your scalp before your extensions are installed, after they've been removed, or in between installs. Please let us know before your appointment if you're currently wearing extensions, so we can help you find the right time to visit.

Willow & Water memberships are created to provide our guests with consistent self-care and exceptional value.

Membership benefits, treatments, credits, and discounts are available only according to the terms of the membership selected.

Membership appointments are subject to the same 24-hour cancellation policy as regular appointments.

A late cancellation or no-show may result in the loss of that month's included treatment or membership benefit, and a cancellation/no-show fee may apply.

Membership treatments generally must be used during the applicable membership period unless a specific rollover benefit is included with your membership.

Memberships are intended for the individual member and are not transferable unless specifically stated otherwise.

Memberships may be cancelled according to the cancellation terms of the individual membership. Previously processed membership payments are not refundable for unused services unless otherwise required by law or specifically stated in the membership agreement.

Because our services are customized and time is reserved specifically for each guest, service payments are generally non-refundable once a service has been completed.

If you have a concern about your experience or are dissatisfied with a service, please contact us within 48 hours of your appointment. We genuinely want the opportunity to listen and make things right when appropriate.

Retail product sales are subject to the individual product's return policy and may be non-refundable once opened or used.

Gift cards and memberships are not redeemable for cash except where required by law.

Guests under 18 must have a parent or legal guardian's consent before receiving services.

For guests under 18, a parent or legal guardian may be required to remain on the premises during the appointment depending on the service and the guest's age.

Certain services may have additional age requirements or may not be appropriate for minors. Please contact Willow & Water before booking if you are unsure whether a particular service is appropriate.

To preserve the peaceful, private atmosphere of our head spa, we kindly ask that guests arrive alone whenever possible.

One accompanying adult may be permitted when necessary for a minor or guest requiring assistance.

Because our treatment room contains water, electrical equipment, professional products, and other salon equipment, children who are not receiving a service should not be left unattended in the treatment area.

We appreciate your help in keeping Willow & Water a calm and relaxing environment for every guest.

Your relaxation begins the moment you arrive.

To help us create the best possible experience for everyone, we kindly ask that you:

• Arrive on time and ready to relax.

• Silence or minimize phone use during your treatment.

• Let your head spa therapist know if you are uncomfortable at any time.

• Communicate any sensitivities, allergies, or product concerns before your service begins.

• Follow all instructions provided by your therapist regarding positioning and treatment.

• Please avoid heavy hair products immediately before your appointment when possible.

• Inform us of any relevant scalp or skin sensitivities before treatment.

Your comfort is our priority. If anything feels uncomfortable during your service, please speak up. We want you to feel completely cared for.

For the safety and comfort of our guests and team, please notify us before your appointment if you are experiencing a contagious illness, fever, significant scalp irritation, open wounds, or another condition that may make a head spa treatment inappropriate.

We reserve the right to postpone or modify a service when necessary to protect the health and safety of our guests and team.

If you are unsure whether you should receive a service, please contact us before your appointment.

Your scheduled appointment time includes your consultation, treatment, and appropriate transition time.

Please arrive on time so that you can enjoy the full experience without feeling rushed.

Additional services or upgrades may be added when available and when time permits.Item description

Gratuity is never required, but it is always sincerely appreciated for exceptional service.

If you choose to leave a gratuity, it may be added at checkout.

Willow & Water gift cards make a beautiful way to share the head spa experience.

Gift cards may be used toward eligible services and retail purchases according to the terms provided at purchase.

Lost or stolen gift cards should be reported to Willow & Water as soon as possible.Item description