Dang,
So many rules.

“Learn the rules like a pro, so you can break them like an artist.”

— Pablo Picasso

Covid-19

1. Sanitation
& Covid-19

Due to COVID-19, we have enhanced our existing health & safety practices to ensure the safety of our team, clients, and community. All workstations are thoroughly sanitized before & after each use, and all high contact areas are sanitized regularly. 

Our aestheticians are screened daily with a health and
temperature check, as well we review our safety plan
weekly, and update our policies and practices according
to the latest public health information. Next (1/4)

Covid-19

1. Sanitation
& Covid-19

Face masks are required at all times while visiting Smudge, and hands must be thoroughly sanitized upon entry. While social distancing is impossible with some services, our team takes additional precautions such as acrylic shields and barriers, and protective eyewear in close-contact situations.

Guests who are feeling unwell, have been identified as a close contact of someone who has tested positive for COVID-19 within the last 14 days, or have arrived from travel that requires a quarantine are not permitted. 
Next (2/4)

Covid-19

1. Sanitation
& Covid-19

Appointments that are missed due to illness must be rescheduled no sooner than 14 days from the original appointment. No exceptions.

Due to Provincial regulations, we require a COVID-19 health questionnaire to be completed prior to the arrival of each guest, this is mandatory and will be sent to you by our online booking system which will also safely store your personal information and preferences. For information about how your personal information is stored please contact us by email. Next (3/4)

Covid-19

1. Sanitation
& Covid-19

We are inspected regularly by the City Of Ottawa Health Department, and in keeping with our commitment to cleanliness, safety, and hygiene, our equipment is sterilized and sanitized with hospital-grade disinfectant Accel HLD5 after every service and treatment. We only use hospital-grade disinfectants out of respect for client health & safety.

If you have any questions about our practices please feel free to inquire by email at [email protected]

ARRIVING

2. Be on time

We ask that you arrive a maximum of 5–10 minutes before your appointment time. This will give you plenty of time to check in, select your polish, and use the restroom if
needed. We fully understand that sometimes being late is
outside your control. We will always do our best to
accommodate late arrivals (within 15 minutes after your
appointment) by performing the most complete treatment
possible in the time remaining. 

If you’re visiting Smudge for the first time, call or email us
and we’ll be happy to answer any questions you may have
about our location, parking, and travel options.

Cancellations

3. Just call us

If you need to cancel your appointment, please call us at least 24 hours in advance. Cancellations with less than 24 hours notice may be subject to a 50% charge. ‘No-Shows’ will be charged in full. Group reservations require 1-week of notice for cancellation in order to adjust our team schedule accordingly. ‘No shows’ for group reservations will be charged in full for services booked.

We apologize if our policies seem harsh, but our humans deserve their wages whether you honour your reservation or not. Ugh, humans are the worst.

Reservations

4. Get yourself
on the guest list

Our services are by appointment only, and are available for All our aesthetic and self-care services are by appointment only, and are available for online reservations only. Please note to reserve an appointment we do require a credit card number to be placed on file. We do not place a hold on the credit card, and you will only be charged 50% of the booked services in the event of a cancellation with less than 24 hours notice, or full price of the reserved services in the event of a ‘no show.’
Guests who are unable to reserve due to our credit card policy may contact us directly by email.
Other accommodations may be made on an individual basis, while still respecting our cancellation policies.

FEEDBACK

5. Let’s Talk Feelings

If you’re not completely satisfied with your treatment, please notify us before you leave Smudge so that we may attempt to resolve it at that time. We are professionals and will always do our best to make adjustments or corrections to satisfy your individual preferences, your nail is our nail, and we want you to be completely satisfied.

While we do very much appreciate online reviews as they help us grow our small business, we do feel that complaints of any nature should always be addressed directly with us prior to posting a review so we may have an opportunity to remedy it.
Complaints that cannot be resolved at the time of service, should be notified in an email to the Manager and sent to [email protected]
Please note, at this time all services are performed by humans and therefore may have slight variances from one service provider to another, we are working to correct this.

Service Refunds

7. We’re all humans
here.

If you’re unsatisfied with your treatment, please let us know
immediately. We do not give refunds on any treatment as
all work performed at Smudge is completed by qualified
professionals, but we will look into your concerns right
away and do our absolute best to resolve any issues. We
strive for complete client satisfaction and your feedback is
always appreciated.

Noise & Mobile Phones

8. Not a library, but
read the room.

Human interaction is always preferred, but if you and
your BFF have to catch up on the latest tea, mobile phones
are permitted.
However, please maintain conversations at a considerate
volume in all treatment areas (unless laughter is involved,
in which case, let ‘er rip).

Children

9. Pedicures,
Not Pediatrics

For health and safety reasons and in order to maintain a
relaxing and calming environment for all of our clients we
kindly ask that children are not brought into the spa unless
they are over the age of 12, receiving a service, and
accompanied by a parent or guardian.

Payment, Gratuity Customs & Taxes

10. Cash me outside
How ‘bout that?

For payment, we accept Cash, Interac, Mastercard, and
Visa, and Amex. Our service prices do not include gratuity
or HST.
Gratuities in Ontario are an integral part of a service
provider’s income and typically range between 15%–22%.
At Smudge, we believe in fair wages and lead our team
with integrity and respect, we expect the same of our
clients.
Harmonized Sales Tax (HST) of 13% is added to all of our
goods & services as required by law.

Promotions & Promotional Gift cards

11. Gift card?
Nailed it.

At any given time we may be running various promotions,
or offering promotional Gift Cards. Promotions cannot be
combined, and promotional Gift Cards may only be
redeemed once per customer, per promotion, unless
otherwise advertised.

Promotional Gift Cards have no cash value and must be
used in a single visit.

Staff Illness & Emergencies

12. Even Staff Need
a Self-Care Day

Unfortunately we might have to cancel your appointments
due to aesthetician/staff illness and emergency.

(we’re only human!) 

Please rest assured that in such events our first option will
be to move your appointment to another aesthetician on the
same day that can accommodate your treatment. In the case
that we cannot reschedule your appointment for the same
day, we will have to cancel your appointment and rebook
you for another day. We will notify you as soon as we can
if we need to cancel your appointment.

Service Refunds

7. We’re all humans
here.

If you’re unsatisfied with your treatment, please let us know
immediately. We do not give refunds on any treatment as
all work performed at Smudge is completed by qualified
professionals, but we will look into your concerns right
away and do our absolute best to resolve any issues. We
strive for complete client satisfaction and your feedback is
always appreciated.

Noise & Mobile Phones

8. Not a library, but
read the room.

Human interaction is always preferred, but if you and
your BFF have to catch up on the latest tea, mobile phones
are permitted.
However, please maintain conversations at a considerate
volume in all treatment areas (unless laughter is involved,
in which case, let ‘er rip).

Children

9. Pedicures,
Not Pediatrics

For health and safety reasons and in order to maintain a
relaxing and calming environment for all of our clients we
kindly ask that children are not brought into the spa unless
they are over the age of 12, receiving a service, and
accompanied by a parent or guardian.

Payment, Gratuity Customs & Taxes

10. Cash me outside
How ‘bout that?

For payment, we accept Cash, Interac, Mastercard, and
Visa, and Amex. Our service prices do not include gratuity
or HST.
Gratuities in Ontario are an integral part of a service
provider’s income and typically range between 15%–22%.
At Smudge, we believe in fair wages and lead our team
with integrity and respect, we expect the same of our
clients.
Harmonized Sales Tax (HST) of 13% is added to all of our
goods & services as required by law.

Promotions & Promotional Gift cards

11. Gift card?
Nailed it.

At any given time we may be running various promotions,
or offering promotional Gift Cards. Promotions cannot be
combined, and promotional Gift Cards may only be
redeemed once per customer, per promotion, unless
otherwise advertised.

Promotional Gift Cards have no cash value and must be
used in a single visit.

Staff Illness & Emergencies

12. Even Staff Need
a Self-Care Day

Unfortunately we might have to cancel your appointments
due to aesthetician/staff illness and emergency.

(we’re only human!) 

Please rest assured that in such events our first option will
be to move your appointment to another aesthetician on the
same day that can accommodate your treatment. In the case
that we cannot reschedule your appointment for the same
day, we will have to cancel your appointment and rebook
you for another day. We will notify you as soon as we can
if we need to cancel your appointment.
Pricing & Price Adjustments

13. Putting a Price
on happiness

At Smudge we work only with certified & experienced, professional Aestheticians. Many services in the beauty industry today are being performed by individuals who are only certified from weekend courses or online instruction. We believe this does not offer clients the safest experience possible. All of our team members are up-to-date with the latest health & safety recommendations from Ottawa Public Health. We use only hospital-grade disinfectants and only top-quality products for all of our services.

Our service pricing reflects our commitment to fair wages, ethical and safe work conditions, and upfront, honest pricing. Cheaper services can be found, but we feel this will always compromise safety & quality, and that simply isn’t good enough for our team or clients.

COVID-19, supply chain issues, along with many other factors cause us to occasionally review and adjust our prices. Wages, rent & utility price increases, supplies, equipment, education, etc., are all taken into consideration. Please trust that we make every effort possible to offer our services at fair, industry-standard prices, reflective of our commitment to quality.

We believe in compensating our team with fair wages, they are the heart and backbone of our business, and we believe in order to provide our valued clients with a level of service we are proud of, we must pay our team fair, consistent, hourly wages.

To ensure the price you expect to pay is accurate and up to date please ask one of our team members for current rates prior to services. All prices are subject to change without prior notice.

14. Never have
a sixth rule.