At Masa.Kanai, it is our mission to provide each and every one of our guests with an extraordinary beauty experience paired with the highest level of quality customer service. In order to maintain this service and for the protection of our clients, stylists, and Masa.Kanai, we shall adhere to the following policies:
Masa.Kanai encourages all guests to schedule an appointment for any kind of service. While we do welcome walk-in guests, please be aware that availability may be limited. If there are no spaces available at the time of walk-in, you may wait until availability opens up or schedule a future appointment.
Appointments can be made through email or by calling our salon during working hours. Please note, a credit card is required to complete the reservation. Please also inform us of any allergies, product reactions, or any other health concerns while booking an appointment. A confirmation message will be sent out by our automated system once your appointment is successfully booked.
We kindly ask that any tip will be made in cash.
Masa.Kanai has a 24 hour cancellation/rescheduling policy. We understand that plans may suddenly change and appointment cancellations are sometimes unavoidable. We kindly ask that you give us at least 24 hours notice if you need to cancel or reschedule. Changes within 24 hours of the appointment time will be subject to a fee of 50% for the scheduled session. Guests who have accumulated multiple cancellations - whether within 24 hours or otherwise - may no longer be allowed to make any further reservations. They will only be accepted on a walk-in basis, provided if there is availability. The cancellation limit for each guest is as determined by the salon.
A reminder will promptly be sent by our automated system 48hrs before the appointment. Any cancellations or rescheduling must be done before 24 hours of the scheduled appointment time in order to avoid possible penalties. Please note that the reminder messages are a courtesy service, but each customer is resposible for keeping their appointment, regardless of whether or not a message is received.
Please note for any Nail services, this policy is 48 hours as opposed to 24 hours due to limited availability.
It is recommended that all guests arrive a minimum of 15 minutes prior to their appointments. If you are expecting to be late for any reason, please call the salon as soon as possible. If a guest is late, Masa.Kanai cannot guarantee a full service and may have to reschedule the appointment for another day. For the Head Spa, we may be able to accommodate a shorter version of the service for late customers; however, full price of the scheduled service will still be charged. Therefore, late arrivals by more than 15 minutes will only be honored at the salon’s discretion and may be subject to a possible fee.
Masa.Kanai reserves the right to charge 100% of the intended service, as a "No Show" fee, for any guest who fails to arrive for a scheduled appointment without any prior notice.
We at Masa.Kanai strive to provide the best hair and nail care service as possible. Our intent is to have all our guests leave confident in themselves and 100% content. If you are not entirely satisfied with your hair service, please contact us within 10 days of the original service. If you are not entirely satisfied with your nail service, please contact us within 5 days of the original service. While we do not refund any services, we will happily try to correct any issues. It is our pride to give you a style that you love.
For pedicure services, it is highly recommended to bring in flip flops to ensure that the polish can dry without getting ruined. In the case you do not have flip flops, we do offer flip flops for sale. Unfortunately, Masa.Kanai will not be held responsible for any pedicures that are damaged by closed-toe shoes or footwear where the polish was not able to dry properly. Fixing services will not be given to these cases.
Gift certificates are available for purchase only at Masa.Kanai. Please be aware any gift certificate offered through a third-party vendor is not valid at our salon, as we do not offer online gift certificates of any kind. All gift certificates are handwritten forms and must be physically returned to the salon to be redeemed. Masa.Kanai does not accept any photographs, scans, etc. of the gift certificate in replacement for the actual physical copy. Masa.Kanai is not responsible for any gift certificates that are lost, stolen, destroyed or used without your permission.
Gift certificates are not redeemable for cash or products, cannot be returned, cannot be used with other promotional offers, and cannot be used to purchase another gift certificate. All certificates are a one-time use and any remaining balance will not be returned or credited. Any order that exceeds the Gift certificates’ amount must be paid through cash or credit card. Gift certificates cannot be used towards gratuity.
Gift certificates may be purchased over the phone and be kept at our front desk for pick up by a designated party if necessary. Gift certificates may also be mailed through United States Postal Service for an additional $2 fee. Masa.Kanai will not be responsible for any gift certificates lost in the mail.
Please advise that services are subject to availability. In the event the desired service is not available by time of expiration, the gift certificate may be used towards another service. Gift certificates are valid for 12 months after issue date. Expiration dates are not extendable.
All products are final sales. Products cannot be returned for exchange, credit, or refund.
Masa.Kanai believes that every client has a right to confidentiality and privacy. Any discussions between the client and our stylists will remain confidential. In addition, any personal information shared with us will not be released to any third-parties. In order to best accommodate our guests, Masa.Kanai do collect and use certain personal information. This may include the client’s name, address, email address, phone number, and credit card details. We use this information to process reservations, complete transactions, improve our services, and send promotional materials. Credit card details are collected as a safety procedure for any failure to comply to our salon’s policy. Charges will only be made in the case of cancellations, tardiness, and no shows. Clients are expected to pay in person at the time of their provided service. Masa.Kanai values our clients’ confidentiality and privacy. Our clients’ nonpublic information will always remain highly secured with access only available to management.