Service & Spa Policies

Policies

Scheduling

All appointments are scheduled either online or via Front Desk phone or iPad (frontdesk@carterkayte.com) or email (info@carterkayte.com). Please do not schedule appointments via social media messenger as those are not always accessible to us throughout the day or via another technicians text messaging service as service providers do not have access to their schedule.

On Time Arrival

Please arrive to your scheduled appointment on time. If you are a new client or receiving a new service, please ensure that you have completed your intake forms sent to you by email and text prior to your appointment. If you are late, then your appointment may need to be rescheduled. For example, your appointment may be 15 minutes long, so a 5-10 minutes late arrival would entail that the appointment would need to be rescheduled as our service providers do not rush their appointments. Each guest’s time is important, so we kindly ask that you call ahead if you are going to be late. If you are more than eight minutes late, you will be marked as a no show and may need to reschedule your appointment. Arriving late may also limit the time of your service, as your service will not be rushed, and will end on time so the next guest will not be delayed. Unfortunately, Wilmington can be congested at times with traffic. Please add additional time to your commute to your appointment.

Cancellation policy

Time allocated for your appointment is reserved especially for you as we never double book. While we understand that schedule adjustments are necessary, we respectfully and kindly request at least 48 hours notice for adjustments to your appointments and for cancellations or you will be required to pay up to 90% of your service(s). Your card will not be charged unless we are not notified 48 hours prior to your appointment. If you are a no show, our system will automatically mark you as a no show and charge your card a 90% fee. As a courtesy to our clients, we issue an Email or Text reminder prior to your scheduled appointment(s). Please understand that when you forget or cancel your appointment without giving us adequate notice, we miss the opportunity to fill that appointment time and guests on our waiting lists miss the opportunity to receive services they desire. Forgetting to cancel your appointment, or booking on the wrong day would also be considered a missed appointment. **The cancellation/no show fee must be paid before rescheduling an appointment.**

If you have 2 or more late cancellations and/or no shows, prepayment will be required before booking an appointment.

Adjustments to your service

If you need to make adjustments to your appointment(s), we respectfully and kindly request at least a 48 hour notice before your scheduled appointment. This allows us the opportunity to fill any appointment gaps with guests patiently waiting on our waiting lists. Our cancellation fee also applies to adjustments for your services. (For example, if you were scheduled for an underarm wax and a facial and you shaved, then you wouldn’t be able to receive a wax service, but you would still be able to receive your facial. This would give us a 20 minute appointment spot that we could fill with someone on our waitlist).

Waiting Lists/Cancellations

If you are a regular client and a time and/or service is not available, please check back as often as possible as clients do cancel and reschedule regularly. We do have a waitlist, thus we can add you to the waitlist. When adding to the waitlist, please make sure to give us the days and time frames that you are available. Whether you are a returning client or a new client, we pull from the waitlist in the order in which we received the waitlist request. When an appointment spot opens up, we will contact you; however, we can only hold for 2 hours before offering to the next client on the waitlist.