At Monica Kelly & Co., we believe that clarity is the foundation of a truly refined experience. Because your journey with us is precious, we have curated this journal to answer our frequent questions with transparency and care. Consider this a guide to ensuring every moment you spend in our chairs is seamless, intentional, and entirely devoted to your transformation.
A. To provide our guests with direct access to our stylists' calendars, we utilize a Self-Service system via our Online Booking Website though Meevo. This platform reflects the most up-to-date availability for our salon team, allowing you to curate your schedule at your convenience. During the booking process Meevo will prompt selection of email and text notifications for all scheduling communications when creating a profile.
If you are not receiving email/text notifications please let us know.
Q. How do I manage my appointments?
A. For her returning guests, Monica's scheduling is done either through the salon phone or text messaging. Her books are completely booked out 10 weeks in advanced with following weeks with limited availability. If you would like to be added to her cancellation list, please contact the salon.
Monica is not accepting new guests for the foreseeable future.
Q. How do I secure time with Monica Kelly?
Q. What is the protocol for rescheduling or cancellations?
A. To respect our stylists' time and ensure availability for all who seek our expertise, we require a minimum of 24 hours’ notice for any cancellations or reschedules. Any appointment missed without notice will require a 50% deposit to secure a future reservation.
We kindly ask that you personally manage your rescheduling through our Online Meevo Booking Website. This platform provides the most direct and accurate reflection of our team’s current availability. By utilizing this self-service tool, you can explore alternative times at your earliest convenience, ensuring your next visit aligns perfectly with your schedule.
For Monica's guests: As a reminder, Monica’s calendar is typically fully committed 10 weeks in advance. Due to this high demand, please be aware that we are often unable to accommodate immediate rescheduling requests.
Should you need to move an appointment, you are more than welcome to be placed on her Cancellation List. However, please understand that a new reservation may not be available until your next regularly scheduled visit unless a cancellation occurs.
If your maintenance needs are time-sensitive, we are happy to transition your service to one of our Stylists.
A. Our service menu follows a Tiered Level System that reflects our stylists' individual journeys through advanced education and technical refinement. Our team is organized into specific tiers of mastery:
Levels 1–2 (Rising Professionals): Talented stylists actively building their expertise under our salon's mentorship.
Levels 3–4 (Established Stylists): Experienced specialists with significant mastery and specialized certifications.
Level 5 (Monica Kelly): Our founder and lead stylist, representing the pinnacle of our hair standards.
Q. How are service investments determined across your team?
A. Guests seeking a more accessible investment level may choose to be matched with a Rising Professional. By selecting this tier, you are opting for pricing that directly reflects a stylist's current experience level. These talented stylists are actively refining their skills and may receive the collaborative guidance of our more senior stylists during your service to ensure our standards are met. By booking with a Rising Professional, you acknowledge that they are in a stage of professional growth and that the final outcome may differ from that of a stylist at a higher mastery level.
Q. What should I expect when choosing a Rising Professional (Levels 1–2)?
Q. How are service investments determined for my unique hair?
A. Every service at Monica Kelly & Co. is strategically priced with a defined starting point, which includes a specific allocation of techniques and professional products. However, because every guest presents a unique canvas, your final investment is determined by the intersection of your hair's current history and your desired inspiration.
Q. Will my service price change from the amount I originally selected online?
A. All pricing listed on our services page are starting prices. During your consultation, your stylist will educate you on the specific requirements of your desired outcome. If your inspiration or your hair's density and texture require additional techniques, additional product, or extended time, we will notify you of these shifts before we begin. This ensures that the service is tailored specifically to the integrity of your hair and the longevity of the result.
Q. How can I ensure my investment aligns with my expectations before my visit?
A. To provide the highest level of financial clarity, we highly recommend scheduling a separate, in-person consultation prior to your service appointment. Booking a selected service without a prior assessment may result in a higher investment than originally anticipated once your stylist evaluates your hair's needs. An in-person consultation allows us to provide a collaborative pricing summary, giving you absolute confidence in your investment before your transformation begins.
A. We do not offer refunds for services rendered. This policy ensures our team is able to sustain a professional wage for the specialized timing and technical resources used during your transformation, which cannot be recovered.
Q. What is your policy regarding service refunds?
A. Open dialogue is the foundation of our partnership. If you feel your results do not align with the vision established during your consultation, we encourage you to reach out to us within seven (7) days. Because hair is a unique, living canvas, we are honored to provide a complimentary technical adjustment to ensure the original goal is achieved.
Q. What should I do if my results differ from my expectations?
Q. How are technical adjustments managed?
A. We believe in the importance of the stylist-guest relationship. Therefore, adjustments must be performed by your original stylist. This provides them the opportunity to refine their work and personally ensure your vision is realized.
Please note that all adjustments are subject to the approval of salon management.
This collaborative approach, conducted under management guidance, allows our stylists to continuously evolve their craft while ensuring your goals are met.
Q. What qualifies as a complimentary technical adjustment?
A. Complimentary technical adjustments are strictly reserved for further aligning with the specific vision agreed upon during your initial consultation with your stylist.
If you choose to explore a new direction, a different aesthetic, or a look that deviates from the original plan after your service is complete, we are happy to book that as a new, separate service.
A. The safety of your transformation is a top prioity to us, and professional chemistry is a precise science. Because modern formulations react specifically to previous treatments, underlying history, and skin sensitivities, your complete honesty is the most important tool we have. Providing a transparent history allows your stylist to select the safest, most effective path for your unique canvas, ensuring the long-term health and beauty of your hair.
Q. Why is my hair’s history so vital to the success of my service?
A. If you are uncertain about previous chemical treatments, home-color use, or how your scalp/skin may react, we highly recommend scheduling a separate in-person consultation prior to your service. This allows your stylist to perform a physical assessment and, if necessary, a strand test to observe how your hair responds to professional chemistry. This proactive step is the most refined way to ensure a predictable and successful outcome.
Q. What if I am unsure of my hair/skin’s history or potential sensitivities?
Q. What occurs if an issue arises due to undisclosed or forgotten history?
A. We understand that hair history can be complex. However, because our stylists rely entirely on the information provided during your Collaborative Design, we cannot be held responsible for adverse reactions, scalp irritations, or structural changes that result from the omission of previous history, whether the information was known or previously undisclosed.
Q. How do we move forward if an unpredictable outcome occurs?
A. If a challenge arises due to undisclosed information, our priority is the immediate stabilization of your hair/skin. We are committed to providing a restorative path forward in a realistic and sensible manner. However, because these outcomes are outside of our stylists' control, any corrective treatments required to address the hair's integrity will be considered a new service at the guest’s investment.
A. We pride ourselves on using the utmost care to protect our guests; however, the nature of professional chemical artistry carries inherent risks. Because your personal belongings are precious to you, we highly recommend avoiding any articles of clothing, such as high collars, delicate silks, or items of significant value, that you would not want accidentally altered.
Q. How should I dress for my appointment?
A. For your convenience and as an added layer of wardrobe insurance, we provide professional robes. We highly recommend that guests fully change out of their personal clothes and into a robe upon arrival. This is the most effective way to ensure your attire remains pristine throughout your transformation.
Q. What measures do you provide for wardrobe protection?
Q. What if an accident occurs with my clothing?
A. Our stylists exercise the highest level of technical precision; however, accidental spills or splashes can occur in a chemical environment. By choosing to wear personal clothing instead of fully changing into a provided robe, you acknowledge and assume the risk of potential damage. Monica Kelly & Co. cannot be held liable for the replacement or repair of personal wardrobe items.
While we strive to anticipate every detail of your visit, we recognize that your needs are as unique as your style. If you have a question that remains unanswered, please do not hesitate to reach out to our salon.
We are honored to provide the clarity you need to step into our space with absolute confidence. We look forward to hosting you soon.
