POLICIES
A SMOOTH EXPERIENCE, FROM START TO FINISH.
Our policies are designed to honor your time, our time, and the private experience we create together. We appreciate your understanding and respect.
01 · APPOINTMENTS & CARD ON FILE
All ORH experiences are by appointment, with time reserved specifically for each guest.
A valid card is required to remain securely on file. Your card may be used for applicable cancellation, no-show, or late-arrival charges in accordance with these policies.
With your authorization, your card on file may also be used for additional purchases requested through ORH or Concierge, including products, retail items, and items you ask us to ship.
02 · CANCELLATIONS & RESCHEDULING
We understand that plans sometimes change. If you need to cancel or reschedule your appointment, we kindly ask for at least 24 hours’ notice.
Cancellations or changes made within 24 hours of the scheduled appointment are subject to a charge of:
50% OF THE SCHEDULED SERVICES
03 · NO-SHOWS
Appointments missed without notice will be charged:
100% OF THE SCHEDULED SERVICES
to the card on file.
04 · LATE ARRIVALS
We ask that guests arrive on time so we can provide the complete experience intended for them.
Arrivals of 15 minutes or more may be subject to a $75 late fee.
If there is no longer adequate time to properly perform the scheduled experience, the appointment may need to be rescheduled or canceled and applicable cancellation charges may apply.
OUR PRIORITY IS NEVER TO RUSH THE RITUAL OR COMPROMISE THE EXPERIENCE.
05 · EXTENSION DEPOSITS & CUSTOM HAIR
A deposit is required before extension hair is colored or otherwise customized specifically for a guest.
ONCE CUSTOMIZATION OR COLOR WORK HAS BEGUN, THE DEPOSIT AND CUSTOMIZED HAIR ARE NONREFUNDABLE.
Because the hair has been prepared specifically for the individual guest, it cannot be returned or refunded once customization has begun.
06 · SERVICE ADJUSTMENTS
Your experience and results matter to us.
If you have a concern regarding a service or result, please contact ORH within 7 days of your appointment so we have the opportunity to evaluate and address it.
07 · CHILDREN & ADDITIONAL GUESTS
ORH is designed as a private, one-on-one experience.
To maintain the calm and privacy of the House, children and additional guests are not permitted during appointments unless approved by Concierge in advance.
08 · PURCHASES & CONCIERGE SHIPPING
If you need products or other items following your visit, Concierge will be happy to assist.
With your authorization, requested purchases and applicable shipping charges may be charged to your card on file and shipped directly to you.