Frequently Asked Questions

COVID-19 Safety Guidelines

Are your stylists vaccinated?

A number of stylists on our platform are fully vaccinated. If you’d like to be matched to one that is, please give us a call before booking, and we’ll let you know if the stylist that services your area and provides your desired style, has received both doses of the COVID 19 vaccine.

Safety Before and During Appointment

Please create a clean, designated area for your stylist to set up their tools and products.

Be sure to sanitize any and all hard surfaces or pieces of furniture that will be used during the appointment. This includes, chairs, stools, table tops and counters.

All products and styling tools will be wiped down and sanitized by your stylist with proper sanitation techniques. Your stylist will sanitize or wash their hands thoroughly per CDC guidelines, before they begin setting up.

If you have small children or pets, we ask that they’re kept away from the appointment area.

Personal Protection Equipment (PPE)

For the health and safety of both you and your stylist, a face mask or a protective face covering must be worn throughout the duration of the appointment. Your stylist will arrive with their own PPE, which includes a mask and gloves. If you do not have a mask, your stylist will inform us and your appointment will have to be rescheduled.

COVID-19 Related Safety & Sanitation Training

Our stylists are required to complete their BARBICIDE® COVID-19 Certification. The program is designed to present the most current safety and sanitation information that is pertinent to the Professional Beauty Professional. For 73 years, Barbicide has represented the industry standard for safe services in salons and barbershops.

Personal Responsibility

By booking an appointment you understand that even after taking all precautions and making all efforts to create a safe and sanitized working environment for both yourself and the stylist, there is still a risk of being exposed to COVID-19. Please continue to check the CDC website for news and updates and monitor your health daily by taking your temperature. If you are sick or experience any COVID-19 symptoms, please give us a call or send an email so we can cancel your appointment.

Tipping in Cash

If you’d like to tip your stylist at the end of the appointment as opposed to at the time of booking, please do so electronically via apps such as Zelle, CashApp, Venmo or PayPal to avoid the physical exchange of cash.


How do I prepare for my appointment?

We recommend that you wash and condition your hair right before your appointment (ideally also blow it out for braiding).  If you think you’ll need a hand blowing out your hair before getting braids, you can add it onto your service when booking. Have your favorite styling products ready for use and we ask that your space is clean and free of any hazardous materials. If you have any pets, please put them away before your appointment as some of our stylists may be allergic or have phobias. Be sure to create a dedicated area that’s near an electrical outlet and a flat surface so that our stylists can plug in their tools and lay out their products. Please keep children away from the styling area, as curling irons might be involved; we wouldn’t want them to get burned. Have clean towels available for use.  If you’re getting a style that requires extensions, please purchase the hair and have it ready to go before your appointment.  Check out our hair-buying guide if you’re unsure of how much to buy.

How do I change my style or add a service during an appointment or after I’ve booked?

Once your appointment is confirmed, your card is charged for the style or service you’ve booked; however you’re still able to add services or even change your style before or during your appointment by visiting our Last-Minute Add-Ons page. Here you can add services you may have forgotten to book like a pre-style blowout or if you’ve changed your mind, you can pay for the difference in price between the style you booked and the style you’d now like to get.

Please Note: If you choose to pay the stylist directly for any of the above mentioned scenarios, we are NOT responsible for issuing refunds for any issues that may arise. Any disputes will have to be settled directly with the stylist as the transaction took place outside of our platform.

What happens if I decide to book with a stylist directly?

The Unruly platform and customer service team exist to help detangle your booking experience and make it smooth and easy from start to finish. If for some reason you decide to make any changes to your booking or make an arrangement directly with your stylist off our platform, we will NOT be responsible for any issues that may arise.  Any disputes will need to be sorted out with the stylist directly. This includes any payments made to the stylist in cash or other forms outside our platform, rescheduling an already confirmed appointment, cancellations or refund requests.

How long are appointments?

The length of each appointment varies and the approximate duration for each style or service can be found on our booking page. The duration of your appointment also depends on how fast your stylist works and the length and thickness of your hair.  Note: If you’re getting box braids, a good rule of thumb is to allow for up to 8 hours for the style.

What if I’m running late?

We allow a 15 minute grace period if you’re running late for your appointment. If you’re more than 15 minutes late, you’ll be considered a no-show and charged 50% of the list price of the service selected. 

NOTE: if you’re unprepared for a stylist and she is unable to do your hair, the appointment will be treated as a no show.

What if I have to reschedule my appointment?

Please contact us immediately by phone or email with your name, booking ID, the time of the original appointment and the desired new appointment date. 

Is there a mobile app for booking appointments?

Not yet, but our site is responsive and you can bookmark it in your favorite browser.

Cancellation Policy

If you cancel your appointment more than 24 hours in advance, you will receive a full refund, less the processing fee, which is retained by our third party payment processor.

Appointments canceled less than 24 hours in advance will be charged 25% of the list price.

Appointments canceled within one (1) hour of the appointment time and no-shows (late by 15 minutes or more), will be charged 50% for the service selected. For appointments scheduled for 9:00am or earlier, we require that you notify us by 9:00pm EST the evening prior or you will be charged the full list price.

NOTE: If you’re unprepared for your stylist and she’s unable to do your hair, the appointment will be treated as a no-show.

Satisfaction Guarantee

Stylists on the Unruly platform are committed to making sure you achieve the exact look you request. Of course, a key element in doing so is talent and skill, but it’s also critical that the lines of communication are open before, during and after your appointment.

Be sure that the style you request and the picture you provide at the time you make your appointment is the style you want. We also encourage you to review your stylist’s work during the appointment and let her know if your hairstyle isn’t coming out the way you’d like it. If it’s not quite right, feel free to ask her to make any necessary adjustments. If for some reason, even with speaking with your stylist, you’re unhappy with an aspect of your hairstyle, give us a call and we’ll assess whether a fix is merited. Fix requests must be within reason and requested within 48 hours of your appointment.

Head’s up: Fixes won’t be offered for issues that could’ve been addressed during the appointment. View our full Fix & Refund Policy here.

Buying Hair

Does the price of the service include hair?

The price of our styles do not include the price of hair, so hair must be purchased before your appointment. Please Note: Our stylists do NOT work with human hair–only the synthetic options listed in our buying guide which includes our very own line of hypoallergenic, pre-stretched braiding hair.

How much hair should I buy?

We get this question A LOT, so we wrote a helpful hair-buying guide that covers how much hair to buy for braids, weaves and crochets!  In a hurry? Download the quick guide for easy reference.

Will my stylist bring the hair I purchased with them to my appointment?

Currently, hair bought on our site can only be shipped directly to you. Our stylists aren’t able to bring it with them to an appointment. 

Which shipping carriers do you use?

USPS is our go-to carrier. You can select either their First Class Package, Priority Mail or Priority Mail Express options.

Can I return my product?

All sales are final. We do not accept returns or exchanges because let’s face it, you wouldn’t want to receive hair that’s been already opened or used by someone else, right? 


Which areas do you service?

We currently service New York City, Los Angeles and the D.M.V. area. You can view all the neighborhoods we service on our locations page.

How often are new styles added?

New styles and services are added based on what’s trending and customer demand.

Do you offer any other beauty services?

For now we are only focused on providing protective hairstyling services.

Who do I contact if I have an issue with my service?

We encourage you to communicate with your stylist before and during your appointment to ensure they achieve your desired style; however for any issues regarding your service, please complete this form or call (212) 461-0928.

Can I purchase a gift card for someone?

Yep! You can do so here.

Our Stylists

Can I see your stylist’s portfolio before I book?

To see examples of some of our stylist’s work, skip over to our Instagram page to view photos of their recent appointments and #ClientSelfies!

Can I choose my own stylist?

Sure thing!  You can request a specific stylist; however, because our stylists are matched to incoming appointments based on their availability and coverage area, we can’t guarantee that you’ll be matched to your prefered stylist. We will, however, do our best to make it happen!

How are stylists vetted?

We take our time to add stylists to our platform because we know that hair can be high stakes game. After all, if you don’t look good, you won’t feel good! For that reason, we handpick each stylist using an internal process we’ve developed that ensures they consistently deliver quality services to all clients, and help them achieve their respective hair goals.


What forms of payment are accepted?

We currently accept all major credit cards, PayPal, and PayPal’s Pay Later option.

What is your refund policy?

We issue 100% refunds for appointments cancelled 24 hours in advance. If you’d like to request a refund for another reason, please review our Fix and Refund Policy.

How do I tip my stylist?

Tipping your stylist can be done at the checkout stage of the booking process (a 20% tip is recommended). If you’re extremely pleased with your look, you’re more than welcome to give an additional tip at the end of your appointment via Zelle, CashApp, Venmo, PayPal or any other payment app. If you’d rather wait to tip your stylist at the end of your appointment, you’re welcome to do that as well.


What type of products do stylists bring with them to each appointment?

Stylists on our platform stock their kits with products that are the industry standard. We also strongly recommend that any products they use during appointments are free of sulfatesalcohol, parabens, and contain natural ingredients.

Can I provide my own tools and hair products?

Absolutely! You’re welcome to have your favorite styling tools and products on hand for your appointment if that’s what you prefer. However, our stylists do arrive fully equipped with their own styling products in case you’re missing something.