(330) 998 - 6300
10683 Ravenna Rd. Suite 5, Twinsburg, OH 44087 Price Range: $$$$
Hours: M - CLOSED / T-F 11AM-7PM / Sat 9AM-5PM / Sun 11AM -5PM
Divana Nails & Spa's
POLICIES & PROCEDURES
The purpose of these policies is to inform you, as our client, the services that can be expected from Divana Nails & Spa, and the procedures that can be taken if you are not satisfied with the service(s) you receive from us. To establish an organized, safe, and fair work environment for everyone, these standard policies and procedures will bolster our continued commitment to showing respect, understanding, and tolerance towards our customers and employees.
COVID-19 Information and New Policies​​
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If you are not feeling well, we please ask that you reschedule and not put our staff at risk. We will be waiving any cancelation fees due to illness. No show, no calls will still be charged 100% of your service. ​
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No extra guests, that includes children, friends, family, etc., UNLESS they are a caregiver, someone who is accompanying a minor, or are receiving a service. Absolutely NO PLUS 1'S tolerance!
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Please limit personal items.
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No outside food(s) and drink(s) are allowed in the salon.
Please know although some of our precautions might not be state regulated we have put them in place help ensure your safety and the safety of our staff as we are trying our best to keep a safe and healthy salon atmosphere.
Our main goal is to return to work safely and effectively during this time. Our standards have always been high and we plan to keep them that way to finish 2020 healthy, happy and strong as a team.
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Thank you for your cooperation and support, we appreciate it!
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- SCHEDULING -
We will gladly help you schedule an appointment over the phone by calling (330) 998-6300, or you can use our online booking system which will require a credit card upon booking to hold your appointment.
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You can also book via Facebook, however if you do not get a personalized text or message back saying that the time, date, and service requested has been confirmed then your appointment request is still deemed as pending. Please do not book and assume that your request is instantly confirmed. Due to the time sensitive nature of our business, we strongly ask when you book through Facebook to please, PLEASE book at least a day or two ahead of time to give us enough time to accept your request.
Appointments will not be made via email. If you need to change an appointment for any reason we ask that you call ASAP. Please know we will be experiencing higher than normal call volumes and we ask for your patience.
- CANCELLATIONS -
Your appointments are reserved just for you so we urge for you to provide at least a 24-hour notice if you need to cancel or reschedule the appointment. We require a 72-hour notice for group cancellations. This ensures that we can all make appropriate arrangements to rebook your appointment while also giving other clients the opportunity to fill your cancelled space! We do, of course, understand that unavoidable issues can come up and we will do our best to work with you in case of an emergency, etc.
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Cancellations made within 6 business hours of time of service will result in a 50% service fee to your credit card on file or added onto your next appointments' bill PRIOR to your service, this is dependent on how you booked your appointment (via phone or website).
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Appointments missed without prior notice or phone call will result in a 100% service fee.
You will receive appointment reminders both 48 hours and 24 hours in advance, to help avoid any scheduling issues. If your stylist isn't coming in on your day of scheduled service due to illness, we will notify you as quickly as possible.
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*** Due to the time sensitive nature of our business, we also DO NOT accept cancellations via email or social media messages. You MUST call the salon or cancel online if you need to cancel your appointment as that is the quickest way of communication for us. ***
- THREE STRIKES, YOU'RE OUT -
After 3 reoccurring cancellations or no show to your appointments, we reserve the right to no longer accept your request of service, banning you from the salon.
- CONFIRMATIONS -
As a courtesy, we do call to confirm the date and time at least 24 hours prior to your appointment. Please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you’re unsure.
- LATE ARRIVAL -
We reserve the right to reschedule your appointment if you are 15 minutes late. We try to accommodate everyone, but we try our best to stay on schedule for all of our clients.
- group reservations -
We require a non-refundable deposit for wedding day bookings and group reservations of 3 people and more. The non-refundable deposit is taken per person and is 50% of your service's estimated total. If a person from the party were to cancel, that deposit is forfeited and can not be used towards another person’s service. Parties are held to the same late policy as other guests. Please call to book a group party!**
- PAYMENT -
We accept plastic (Visa, Discover, MasterCard, and Gift Cards) and cash. We do not accept American Express and personal checks.
We greatly appreciate gratuity in cash.
- GIFT CARDS -
Yes! We do sell gift cards here at Divana Nails & Spa
Please note that gift cards are non-refundable and that we do not replace or honor lost or stolen gift cards. No cash advances meaning you cannot obtain any cash advance with your Gift Card or redeem your Gift Card for cash. They do not expire and cannot be cancelled.
- NO refunds -
Divana Nails & Spa has a strict NO refund policy on completed services, gift cards, or products and will not offer any refund. We offer exchanges on products that are unopened within 10 days of purchase date.
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We will re-do any service that you have received at no costs if you are unsatisfied with the completed task. We ask that you tell us IMMEDIATELY. As soon as you walk out our door, it is in our best assumption that you have accepted and are happy with the service provided to your nails. If you aren’t content with something in particular with your service, please speak up so we can it before you leave unsatisfied! We are committed to making any needed corrections.
- Pricing -
All of our nail services have "starts at" pricing. Prices of services, products, and other charges are displayed on Divana Nails & Spa’s website and brochure.
If you would like to know the exact price of your service, we recommend asking your technician prior to service. The nail technician will let you know in advance for any add on prices with your service that you requested for.
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Services are subject to price adjustment based on time consumed, length of nail, and amount of products used.
- children -
You love your children and so do we but please do not bring children to the salon unless they have their own individual reservation.
Due to hazardous chemicals, fumes, products, expensive equipment and implements within the salon environment, Divana Nails & Spa does not permit young children in the salon without someone watching them. Please refrain from bringing small children to your appointment! It is a liability and we cannot be held responsible for a child’s safety while we’re working. In emergency situations, please provide proper supervision for them in the form of an additional caretaker otherwise we reserve the right to reschedule your appointment.
Children under 3 years old, who are not receiving a service, must be supervised by an adult, who is also not receiving a service, and must remain in the waiting area in the front by the reception. We do not permit children under 3 years old in the salon environment, otherwise. If your service provider feels that your child is behaving inappropriately, they are authorized to stop your service immediately.
***UPDATE: COVID 19 POLICY STATES THAT THERE ARE NO PLUS 1'S, INCLUDING CHILDREN, IF THEY ARE NOT BEING SERVICED UNLESS THEY ARE A CAREGIVER OR A PARENT/GUARDIAN WHO IS ACCOMPANYING MINOR, NO EXCEPTIONS.***
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- extra GUESTS -
Please refrain from bringing multiple friends/family to your appointments. Guests who are not receiving a service who is accompanying a client that is receiving a service will be asked to sit in the waiting area. If your service provider feels that your guest is behaving inappropriately, they are authorized to stop your service immediately.
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***UPDATE: COVID 19 POLICY STATES THAT THERE ARE NO PLUS 1'S, INCLUDING CHILDREN, IF THEY ARE NOT BEING SERVICED UNLESS THEY ARE A CAREGIVER OR A PARENT/GUARDIAN WHO IS ACCOMPANYING MINOR, NO EXCEPTIONS.***
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- no pets -
It is against health standards to have pets in a salon and spa atmosphere. This restriction applies to all animals. Registered Service Dog is an exception. Please let us know in advance and schedule an appointment if you come with a service dog.
If you bring your pet to your service, you will have to take them home before you can have services completed. You may miss or reschedule your appointment. We have to be respectful of all guests and maintain the salon environment.
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- Inclement Weather -
In case of inclement weather, we may need to reschedule your appointment time. If you feel the roads in the area are too dangerous for your driving comfort, please give us as much notice as possible. We will do the same for you.
- Service Refusal -
This Is a Professional Salon & Spa Establishment
If a service provider feels that a client is behaving inappropriately, improperly, is intoxicated, or if their client’s state of health may influence the effects of the service, they are authorized to stop the service immediately and refuse to move forward with your service requested. The finished service fee is client responded.
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Divana Nails & Spa's
NAIL POLICIES
- QUALITY GUARANTEE -
We understand that external factors may cause you to experience issues with your nail care services including broken nails, chipped nails, etc however these issues may not be covered within our Quality Guarantee Policies.
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Divana Nails & Spa reserves the right to charge the appropriate fee per nail that is repaired or replaced, outside or inside of a regularly scheduled maintenance appointment. Both prices differ. Prices outside of a regularly scheduled maintenance appointment are higher than the ones inside of a regularly scheduled maintenance appointment.
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These costs do NOT include nail art or design that may have previously been on the nail needing repair or replacement. If you wish to have the design replaced this will be an additional charge based on the design chosen by the client (please contact us directly to discuss this).
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Please Note:
*Any nail fix outside of 24 hour time frame listed below by type of service incurs an additional charge:
Artificial Nails: $5 per nail
Natural Nails: $3 per nail
Gel Polishes: $3 per nail
Nail Lacquer (Reg. Polish): $3 per nail
- NAIL LACQUER-
Often referred as regular polish. This application may last in duration from 1 to 7-days depending on several factors specific to the client including: client lifestyle, client health and following of maintenance instructions.
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Divana Nails & Spa does NOT guarantee the longevity of ANY regular polish product once your appointment has been completed due to the varying factors explained above, the product formulation and manufacturer’s instructions on regular nail polish.
- gel polish-
Often referred to as shellac. This product is a polish cured by a LED lamp that may last a duration of 2 weeks depending on several factors specific to the client including: client lifestyle, client health and following of maintenance instructions.
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However, there may also be additional complications in the application process, improper curing, chemistry of the product and other factors that may cause product breakdown (peeling, lifting, fading, wrinkling, etc).
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Due to this, Divana Nails & Spa provides a 2-day guarantee period, in which if you experience any of these issues you may return to the salon to have a repair done FREE of charge. However, it is at Divana Nails & Spa’s discretion! If we feel that your product breakdown was not caused by error in application and exceeds normal wear and tear you will be charged for the nail repair service!
- ARTIFICIAL NAILS-
Artificial Nails Enhancements are a semi-permanent nail products designed to last on your nails for an indefinite time period when appropriately maintained. Maintenance on these services should be conducted every 2 to 3 weeks!
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Artificial Nail are NOT indestructible, and you can experience complications after a service including loss of nail, severe breakage and other issues. Due to this, Divana Nails & Spa provides a 2-3 days guarantee period in which you may return to the Salon to have repairs done free of charge! However, it is at Divana Nails & Spa’s discretion!
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If we feel that your product breakdown was not caused by error in application, chemistry error, or exceeds normal wear and tear you will be charged for the nail repair service! Any additional repairs required outside of the 2-3 day time frame will be subject to an additional charge (please see our Nail Fix Policy)!
- 3D Embellishments-
All nail art fixtures with raised surfaces such as Swarovski Crystals, glitter and 3-D embellishments are NOT guaranteed by Divana Nails & Spa due to the unpredictable nature of the client’s daily activity that may cause loss of these items!
- ARTFICIAL NAILS FILLS -
Maintenance should be performed on Artificial Nail Enhancement services every 2-3 weeks to ensure the integrity of your service and the health of your natural nails.
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Due to an increased product cost and increased appointment time required for maintenance on Artificial Nail Enhancements, those individuals who wish to receive or exceed a 3 week maintenance schedule will be charged for a Full Set.
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There may be exceptions to this policy, as we understand that the rate of natural nail growth may be different for every client. We ask that each client discuss this with us so we can make appropriate appointment arrangements.
- other salons' work -
Because we would be unable to fully identify the method of preparation, method of application and the product used in your previous service, we reserve the right to refuse servicing on Artificial Nail Enhancements coming from the work of other Nail Technicians from other salons. Due to these varying factors, allergic reactions, adverse chemical reactions, and an increase in natural nail injury may occur.
As an alternative, if needed, we will suggest for you to soak off the current set and put a new one on. If you insist on us working on another technician's work from another salon, there may be an additional fee.
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It is our #1 priority to ensure the health and safety of our clients both during and following their appointments with us.
- WHAT YOU NEED TO DO -
To allow us to provide a quality service as efficiently as possible, you need to:
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Ask for the service which you would like to have. If you are unsure please speak to the salon manager.
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Inform our staff if you are allergic to any chemicals or substances before the receiving any service.
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Whilst receiving any service please provide our staff with your feedback and or comments on their services so our staff can satisfy your requirements right away.
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Inform the staff member or salon manager immediately if you have any concern relating to the salon, the staff, or any service.
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Inform the salon manager immediately if you have any concern that you have any infection or any other abnormal reaction or condition with respect to your nails.
At Divana Nails & Spa, we strive our best to provide high quality service and we treat you with courtesy and respect.
Thank you for your continuing support.
Communicating Your
Suggestions, Preferences, Feedbacks, and Complaints
We welcome your constructive feedback! You can email us at divananailsandspa_llc@yahoo.com or speak with us in person. It is our goal to exceed your expectations.
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Thank you so much for your continuing support for Divana Nails & Spa, and your business.